KWUN TONG DISTRICT Enhancement of the Departmental Hotline Service 16.7 The Social Welfare Department (SWD) had commissioned the Hong Kong Telecommunications Limited (PCCW) to enhance the telephone system of the Departmental Hotline Service Unit and the enhancement was in place in November 2010. To better serve the community, the system adopts call routing processing that distribute the incoming calls to social workers based on their skill profile and length of the waiting time of the calls. In other words, calls requiring social worker’s immediate intervention will be answered by designated social worker with more experience. The system can also put the waiting callers into queue and alert social workers and the callers of the situation. To strengthen the supervision and speed up the responding time, the enhanced system also allows the supervisor to monitor the situation and to take over the call when necessary so as to ensure the efficiency and effectiveness of the service.   Multi-disciplinary Projects in Medical Social Services 16.8 Under the joint efforts of Medical Social Services Unit of Yung Fung Shee Memorial Centre (MSSU/YFSMC) of SWD, Kwun Tong Community Geriatric Assessment Team and Yung Fung Shee Geriatric Day Hospital of United Christian Hospital (UCH) of Hospital Authority (HA), three-day Respite Programmes were held in 2009 and 2010 respectively. Through the multi-disciplinary input of geriatricians, nurses, physiotherapists, occupational therapists, medical social workers and volunteers, a wide range of programmes and groups including recreational outdoor activities, sensory training, educational health talks, stress management group, sharing and recognition event were provided for 30 frail elders and their families each year. These programmes not only brought social and recreational opportunities for frail elders, relieved the stress of caregivers, and enhanced family cohesion, but also promoted the messages of respecting and caring for the elders.     16.9 MSSU/YFSMC and Kowloon East Substance Abuse Clinic of UCH of HA adopt the multidisciplinary team approach to treat and rehabilitate drug abusers of Kowloon East district. The team comprises psychiatrist, clinical psychologist, nurses, occupational therapist and medical social worker. The team also works for the enhancement of collaboration with Counselling Centres for Psychotropic Substance Abusers operated by non-governmental organisations (NGOs) and other anti-drug service units. Support services including parent education and group activities were stepped up. Co-ordinating District Efforts for Building a Caring Community 16.10 In 2009-11, continuous district efforts were made to promote harmonious family relationships, neighbourhood support, social consciousness and community integration with a view to helping prevent family crises and other social problems. A series of district joint programmes were organised by the Kwun Tong District Coordinating Committees and Local Committee for family service, elderly services, rehabilitation services and youth services. Through the joint efforts of the Kwun Tong District Social Welfare Office and community partners including Kwung Tong District Council, NGOs, private enterprises, religious bodies, schools, other government departments and local organisations, mutual care and community spirit in Kwun Tong were promoted. The series of programmes were targeted in four areas : (i) to strengthen family relationships through promoting positive psychology to individuals and families; (ii) to foster positive development of personality and a sense of civic responsibility for youths; (iii) to enhance neighbourhood support for elders and their carers and understanding of dementia; and (iv) to promote community integration and barrier-free community for persons with disabilities.