Singapore – The number of seniors seeking assistance from the Aces Care HelpLife helpline in Singapore due to loneliness, anxiety, and emotional distress has significantly increased over the past two years. The charity revealed that since the helpline’s launch in 2022, inquiries related to mental well-being have steadily risen, in addition to requests for physical assistance.
Providing Emotional Comfort Beyond Basic Care
Launched in 2022, Aces Care HelpLife initially aimed to assist seniors with everyday difficulties, such as changing lightbulbs, fixing leaky pipes, and accompanying them to medical appointments. However, as Singapore's population ages, the helpline has become a crucial avenue for addressing the mental health concerns of the elderly. Loh Wee Hiang, Director of the Aces Care Centre, explained, "Many seniors live isolated lives, which often leads to emotional distress, loneliness, and early signs of depression. They also experience anxiety, emotional distress, and even suicidal ideation."
Loh emphasized, "Often, they just need someone to talk to." He added that their volunteers, who have received basic counseling training, provide empathetic support and a listening ear. If volunteers assess that more specialized care is needed, the helpline refers individuals to other agencies, such as the Agency for Integrated Care (AIC). For severe cases, like suicidal ideation, connections are made to specialized counseling hotlines such as the Samaritans of Singapore and the Care Corner Counselling Hotline. Loh stated, "Our team takes every case seriously and provides follow-up support until the senior receives the help they need."
Experienced Volunteers Offer Deep Empathy to Seniors
Azizah Abdul Rahim, who has been a helpline volunteer since 2023, shared her experience counseling a senior who was under immense stress caring for her elderly parents. This senior had to take her ailing parents to the hospital but faced financial difficulties. Azizah referred her to AIC for assistance. "She was happy to know that she had someone to lean on," Azizah recounted. She also added, "Usually, seniors just need a listener to share their problems. Some are very depressed and facing family issues but don't know where to seek help."
Since its launch in 2022, Aces Care HelpLife has received a total of 7,144 calls. In 2023, there were 2,268 calls, and in 2024, 2,415 calls were received. Currently, the helpline primarily serves seniors in the Ang Mo Kio area, but it has expanded its outreach efforts to the Tampines area since October 2024.
The helpline is operated by senior volunteers themselves, allowing them to provide deeper empathy and understanding to callers who share similar life experiences. More than 200 individuals have volunteered since 2022, with approximately 50 volunteers currently active. Each volunteer undergoes training that includes using laptops and headsets, responding to senior care needs, identifying scams, and providing basic counseling support. Volunteers work in three-hour shifts and receive a remuneration of $5 per hour.
Active Support for Daily Living Needs Beyond Mental Health
Beyond mental health issues, one of the biggest reasons seniors contact HelpLife is for assistance with small but crucial tasks such as changing lightbulbs, fixing leaky pipes, and minor home repairs. Loh stated, "These seemingly simple issues can significantly impact their safety and comfort." Volunteers connect callers with trusted handymen to ensure they receive the necessary help. The charity carefully vets its list of handymen to ensure reliability. One handyman on their list, a former Housing Board contractor, offers services at below market rates to assist seniors.
Soh Gek Neo Ann, a volunteer since the helpline's inception, recalled receiving a call from a man who had been living in darkness for years. Soh, 72, and other volunteers decided to visit him the same day, wondering how he could watch TV without electricity. They discovered that all the light starters in his apartment were faulty and that he was using candles to illuminate his home. They helped him contact the Housing Development Board (HDB) managing office for assistance. Soh, who worked as an accountant, remarked, "I was sad that the man lived in darkness for years just because he lacked the knowledge."
Seniors also call to inquire about government assistance schemes, clarifying their eligibility and how to apply. Aces Care has also noted an increase in requests for home support services, such as meal deliveries and cleaning assistance, underscoring the growing need for practical support that enables seniors to age in place in their homes. For calls related to home support, medical escort, or accessing government services, helpline volunteers refer seniors to agencies and partners such as AIC, HDB, and Allkin Singapore. Volunteers follow up weekly by phone until the seniors’ issues are resolved or they indicate no further assistance is needed. From June 2022 to February 2025, nearly 14,700 follow-up calls were made.
Addressing Unmet Needs of an Aging Society
Loh stated that the helpline addresses some of the unmet needs of Singapore’s aging population. Currently, one in six Singaporean citizens is aged 65 or older, a number projected to increase to one in four by 2030. Helping these seniors with essential tasks at home allows them to live independently and safely. Seniors, who often feel anxious about using digital tools for banking, medical appointments, or teleconsultations, also feel more confident when someone can assist them over the phone.
Aces Care had planned to expand the helpline nationwide by 2025 but has faced several challenges delaying this goal. One of the biggest concerns is the volunteers operating the helpline. Servicing new areas requires a group of experienced senior volunteers, and expanding services would necessitate recruiting and training hundreds of volunteers. Additionally, as volunteers are themselves seniors, health and mobility issues lead to higher attrition rates and a continuous need for recruitment.
A nationwide helpline would also incur higher operating costs, requiring more funding. This includes increased licensing and server hosting fees, as well as volunteer remuneration. The charity has found securing large, multi-year grants to be more complex than anticipated. Loh said they have chosen to fine-tune and improve their current services rather than over-stretching their resources and jeopardizing the volunteer experience and the satisfaction of callers.
The helpline operates weekdays from 9 AM to 5 PM, excluding public holidays. Seniors can contact the helpline at 6797-6797. As Singapore's population ages rapidly, services like Aces Care HelpLife play a crucial safety net role, helping seniors age with dignity and comfort.
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