MITRALINE COUNSELLING HOTLINE

1. What is your service hours?

Our counselling hotline is available Sun-Fri, 8:00 p.m. - 10:00 p.m.

2. Do you have WhatsApp call services?

Unfortunately no at the moment.

3. Do I need to make an appointment prior calling in?

You do not need to make an appointment; however, our hotline services are on first come first serve basis, meaning you might not able to call if our volunteer is currently engaged with a client.

4. What language is available?

Majority of our counselling volunteers speaks Mandarin; English & Bahasa Malaysia is subject to availability.

5. Who runs the counselling hotline?

Our counselling hotlines are handled by our trained Than Hsiang counselling volunteers.

6. Can I resume my session with the counsellor on another time?

Yes you can! Please remember your counsellor’s code (our counsellor does not use real name) and the day he/she on duty.

MITRALINE FACE-TO-FACE/ZOOM COUNSELLING

1. How can I make an appointment?

Please send a WhatsApp message to +6011-36018303 and our staff will guide you accordingly.

2. Usually, how long does it takes for the center to arrange a counsellor for me?

It usually takes 2 weeks to 1 month for us to arrange individual counselling sessions and 1-3 months for couple/marriage counselling sessions.

3. How much do you charge for a session?

All our counselling services are Free-of-Charge (F.O.C) but we do welcome kind donations to support our counselling services.

4. What is the duration of a typical counselling session?

An individual counselling session is 45-60 minutes long; as for couple/marriage counselling session, it will be 90-120 minutes long.

5. Can I get to choose my counsellor (I want to specific counsellor/ registered counsellor only)?

No. A suitable counsellor will be assigned to you based on your case/ availability.

6. Must I provide my legal name when making an appointment?

Yes, for security/documentation purpose.

7. Where is the location for FTF counselling session?

No.196 Batu 3 1/4, Mid Valley City, 58000 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (Counselling Hours: 9:00 a.m. - 4:00 p.m.).

8. Do you provide psychological assessment (ADHD, Autism, Bipolar Disorder, etc.)?

We do not provide psychological assessment services.

9. Do you have psychiatrist (diagnosis/drug prescription) or clinical psychologist (assessment/ psychotherapy)?

No.

10. If my child/spouse/parent/friend is not willing to come, can I still make an appointment for them?

No, as willingness is the key to changes/healthy therapeutic relationship, we are unable to support client that is not willing to do counselling.

MITRALINE PLAY THERAPY

1. What is play therapy?

Play is a child’s most natural form of expression; an essential way of interacting with the world, of making mistakes and learning. Via play therapy, the therapist creates a safe environment for children (4-11 years old) to express themselves. Play therapy is suitable for children with emotional and behavioural issues.

2. Can you do assessment/diagnose my child (e.g. ADHD, Autism, Specific Learning Disorder, speech delay, etc.)?

Sorry, we do not provide assessment and diagnosis services.

3. How much do you charge for a session?

Play therapy services are Free-of-Charge (F.O.C) but we do welcome kind donations to support our services.

4. How does a typical play therapy arrangements look like?

We will first need to have a parental interview with the child’s parents/ legal guardian; the interview will typically take 1 hour 30 minutes. Then we will see the child once a week (1 session is around 45 minutes) and a full treatment plan consist of 6-8 sessions.

5. How can I make an appointment for my child?

Please drop us a WhatsApp message@+6011-360 18303 and our staff will assist you with the appointment.

6. Usually, how long does it takes for the center to arrange a play therapist for my child?

It usually takes 2 weeks to 1 month for weekday session and 2 months plus for weekend sessions.

COMMUNITY OUTREACH

1. What is Community Outreach?

After identifying a potential client (call in/ tips from public), our volunteers from Welfare Unit will be dispatched to said client’s home to conduct primary investigation, identifying client’s needs, linking them with local resources (government agencies/other community resources), rendering aid (food aid) and provide emotional support to them.

2. What population do you usually serve?

3. How can I get help or know someone that needed help/ welfare aid?

Please call +603-79719876 or WhatsApp to +6017-5770906 for further support.

4. Do I need to provide anything if I want to request food aid/other type of welfare aid?

Yes, our volunteers might request documents/ information below:

5. If I requested food aid/other type of welfare aid, how long does it takes for the request to be approved?

After the first home visitation/investigation, our visiting volunteers will submit their findings to our management committee. After a meeting, our management will decide whether the applicant’s request is accepted/rejected (decision by the management is final and non-contestable). Delivery of food aid/rendering of other welfare aid to clients will be done in a timely manner. [The entire process might take 1-2 weeks after first home visitation].

6. Can you loan/give me money?

Unfortunately, we do not offer loan/ monetary aid at the moment.

7. Can you give me a job/ help me find a job for me?

We can’t offer you a job but we can help you look for a suitable job via MyFutureJobs portal by Malaysia Ministry of Human Resources (https://myfuturejobs.gov.my/ms/utama/) and assist you with job application (terms & condition apply).

8. Do you offer scholarship/ any aid to poor students?

We do offer school fees subsidy for eligible students under ‘Skim Bantuan Pendidikan Untuk Pelajar Miskin’ for selected schools. Please call +603-79719876 or WhatsApp to +6017-5770906 for further information