SWD started procuring the service of the 1823 Call Centre in February 2008 to handle enquiries relating to social security matters so that social workers of the SWD Hotline, 2343 2255, could be more readily available to handle calls requiring counselling. Moreover, upon the commencement of service of the NGO-operated Hotline and Outreaching Service Team (HOST) in October 2008, the SWD Hotline started operating on a 24-hour basis with SWD’s social workers handling calls during normal office hours, while calls received outside normal office hours are handled by social workers of HOST. HOST also provides outreaching service to specific groups of needy persons in case of emergency warranting immediate intervention by social workers. In 2010-11, 1823 Call Centre has handled 11 867 calls, while social workers of SWD Hotline has handled 41 172 calls with 8 618 calls requiring counselling service whereas social workers of HOST has handled 14 695 calls with 12 580 calls requiring counselling service.

Five short-term food assistance service projects run by NGOs started operation in February 2009 to provide a maximum of six-week food assistance to individuals/families who have difficulties coping with their daily food expenditure. A minimum of 50 000 persons are expected to benefit from the initiative. The target service users are broadly categorised into two groups: (i) individuals or families who have proven difficulties coping with daily food expenditure, including those among the unemployed, low-income earners, new arrivals, street sleepers, as well as individuals or families encountering sudden change and facing immediate financial hardship, etc.; and (ii) individuals or families who have not benefited from any of the relief measures implemented or announced by the Government in 2008. The operating NGOs assess the eligibility and needs of target service users as well as the level and type of assistance to be provided so as to ensure that the food provided is proper and adequate to meet the basic needs of the service users. As at 31 March 2011, a total of 48 523 persons have received food assistance from the service projects. The $100 million originally allocated for the five Projects is estimated to be able to support the running of the Projects until 2013. Yet we recognise that the rise in food cost has an impact on the livelihood of the Projects’ target beneficiaries and have hence reserved an additional $100 million for the continuation of the Projects.

The three SWD-subvented NGO-operated Integrated Services Teams for Street Sleepers provide a range of integrated services to help street sleepers give up street sleeping and re-integrate into the community. Services provided include counselling, after care service, outreaching visits, group activities, emergency placement/short-term hostel placement, employment guidance, personal care, emergency financial assistance as well as service referrals.

Compassionate Rehousing (CR) is a form of housing assistance provided for individuals and families who have genuine and imminent housing problem which cannot be solved by themselves. In 2009-10 and 2010-11, 2 529 and 2 710 cases were recommended by SWD to Housing Department for CR respectively