It is 8 PM on a quiet Thursday. The neighbourhood has settled into silence, broken only by the chirping of crickets. Then the phone rings.
For a mental health outreach worker at The PEMA, the call is not unusual. Nights, weekends and public holidays are often the busiest periods, when people experiencing distress are most likely to reach out.
Since its establishment in 2022, The PEMA has responded to more than 2,000 calls through its toll-free helpline, 1098. Operating around the clock, it has become a lifeline for people facing mental health challenges, violence, family conflict and other emergencies.
The helpline receives around 60 calls in 24 hours, mostly from Thimphu and other densely populated districts. The PEMA Secretariat responds to more than 99 per cent of severe cases within five hours, exceeding the standard response time of 24 hours.
Recognising that not everyone is comfortable speaking over the phone, the service has introduced email and WhatsApp support. Chief Counsellor Kezang Dukpa said some clients prefer to begin by texting until they feel confident enough to speak. This flexibility enables people to seek support in a way that feels safer.
Demand has grown sharply. Calls increased from around 50 in 2022 to more than 1,700 by the end of last year. Mental health concerns accounted for 26.7 per cent of calls, followed by gender-based violence at 11.6 per cent and marital issues at 10 per cent. Nearly 68 per cent of callers were women, while around 6 per cent were children. Adults also contacted the helpline on behalf of children.
When there is violence, an immediate threat or a medical emergency, The PEMA coordinates with the Royal Bhutan Police, ambulance services, health centres, protection officers, local governments and community providers. Clients may also be referred to psychiatrists or clinical counsellors, depending on their needs and consent.
The Secretariat has recruited and trained 31 clinical counsellors, now serving across 15 dzongkhags in hospitals, helplines, rehabilitation centres and Gyalsung centres. Bhutan currently has nine national psychiatrists, with plans to expand psychiatric services to regional and cluster hospitals.
Support extends beyond crisis response. The PEMA also facilitates legal aid and helps clients reintegrate into their communities. With more than 200 families affected by suicide over the past two and a half years, early intervention and accessible mental health care remain essential. Sometimes, a single call can save a life.
