To ensure that every plea for help is met with empathy and skill, PLDT Global Corp. has launched a Mental Health First Aid (MHFA) program in partnership with the Department of Migrant Workers (DMW) and mental health organization Mind You.
Held in Makati City in observance of Mental Health Awareness Month, the training equips DMW employees and contact center agents—many of whom are former OFWs themselves—with the tools to handle sensitive mental health concerns among migrant workers, PLDT Global said in a statement.
Caring for callers and care providers alike
The MHFA program introduces evidence-based approaches and practical tools, including the QIREE framework—Questioning, Information giving, Reflective listening, Encouraging support-seeking, and Empowerment.
It tackles common mental health challenges such as stress, depression, and anxiety, while also emphasizing self-care strategies to protect the well-being of frontliners who often carry the emotional weight of distressed callers.
“This program is a proactive step in ensuring that our frontliners at the DMW are not only equipped to support OFWs in distress but are also empowered to care for their own mental health,” said Albert V. Villa-Real, president and CEO of PLDT Global.
Strengthening compassion in public service
DMW Undersecretary Dominique “Nikki” Rubia-Tutay lauded the collaboration, saying: “Our contact center agents are the frontline of support for our OFWs. This training strengthens their capacity to respond with compassion and competence, ensuring that no call for help goes unheard or unsupported.”
The initiative reinforces PLDT Global’s long-standing partnership with the government and reflects the PLDT Group’s broader commitment to holistic support for Filipino migrant workers. —Ed: Corrie S. Narisma
