HELPLINE REPORT An assessment from Dec 06 – Dec 07
Mailing address: 5001 Beach Road Golden Mile Complex #06-27 Singapore 199588 Email: centre@twc2.org.sg Tel: 6247 7001
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TWC2 Helpline for Migrant Workers An assessment from December 2006 – December 2007 1) Introduction Transient Workers Count Too (TWC2)’s Helpline was launched on 18 December 2006 on International Migrant’s Day. Since it was first registered in 2004, TWC2 has been receiving regular calls from domestic workers and concerned others regarding the welfare of domestic workers who are caught in abusive employment situations or are in need of emotional support in dealing with difficult employers, culture shock and homesickness. (Earlier, in 2003, our forerunner group, The Working Committee 2, had received similar calls) At that point in time, TWC2 did not have proper resources to respond to such calls. Nevertheless calls were attended to by a few of the organization’s Executive Committee members who rendered whatever help and advice was possible. The nature of the calls and the experiences of the callers impressed upon us at TWC2 that there was a need to structure the service that we were offering and to complement the work done by other service providers such as the Ministry of Manpower, the foreign embassies and non-governmental organizations. So TWC2 formalized a system of handling calls from migrant workers in distress or in need of information. A toll-free Helpline number 1800-888-1515 was launched. Through this helpline TWC2 is gaining a better understanding of the experiences of these workers and the problems they face on a daily basis. This also strengthens TWC2’srole as an advocate of migrant workers’ well-being. We have found it encouraging that our helpline are also receiving calls from members of the public concerned over the plight of foreign migrant workers in their neighbourhood areas. This positive scenario reflects an increasing sentiment of readiness to take a stand on the part of conscientious citizens. Since its launch on 18 December 2006 up until 31 December 2007, TWC2 Helpline has attended to 383 complaints and enquiries pertaining to the welfare of migrant workers in Singapore.1 These complaints and enquiries were made mostly by the workers themselves. Individuals who are concerned about the welfare of these workers also make up a significant proportion of those who use the service of TWC2 Helpline. This report profiles the services rendered by TWC2 Helpline, its operational capacity and the types of complaints and enquiries received through the helpline from December 2006 to December 2007. It also highlights the resources required for the helpline to improve the quality of services it renders and its capacity.
2) Helpline Services 1
This includes emails addressed to TWC2 Helpline at helpline@twc2.org.sg
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(2.1) The services provided by TWC2 Helpline are: 1) Basic counseling – provide workers with information to empower them to make their own decisions and provide an emphatic listening ear to their problems. 2) Assist migrant workers who are in difficult employment situations to seek redress through the system and from relevant authorities 3) Assist migrant workers who are seeking resolution regarding their employment contracts and communicating on their behalf with employers, employment agencies and relevant authorities. 4) Attend to enquiries on employment and work permit laws and conditions. 5) Submit formal complaints to Ministry of Manpower and other relevant authorities on employers and employment agencies who are found to have breached employment and work permit conditions and compromised the welfare of migrant workers. 6) Follow up and bring to closure on all formal cases filed by TWC2. 3) Operational structure and capacity TWC2 Helpline is run by a paid full-time Helpline/Case Manager and is currently staffed by a team of 28 trained volunteers. The overall development and longterm planning of TWC2 Helpline is overseen by the Helpline Sub-Committee which is comprised of a Chair and two committee members, one of whom is the current President of TWC2. The Chair and members of the TWC2 Helpline SubCommittee are volunteers. The Helpline/Case Manager follows up on calls and enquiries that require intervention, organizes the volunteers and helpline training sessions and manages the database of complaints and enquiries. She is also responsible for managing TWC2’s Outreach initiatives which happens twice a month. The outreach sessions see trained helpliners distribute flyers and publicize the services of the Helpline by talking directly with migrant workers and employment agents. These are carried out by calling on employment agencies personally and visiting worksites and popular gathering places of migrant workers. Her performance is assessed by the Chair of the TWC2 Helpline Sub-Committee and she is also supported by the Chair in handling more difficult and sensitive cases. The volunteers’ primary duty is to pick up calls made through the helpline to find out and record in detail the nature of complaints and enquiries made. They are rostered in a monthly roster managed by the Helpline/Case Manager. They will also attend to simple enquiries and provide basic counseling to callers who are confronted with less serious and urgent matters. Each volunteer goes through ten sessions of training conducted by TWC2. Volunteer helpliners also have to sit for a test, pass the test and be supervised during a practicum on how they handle calls before they are assigned any helpline duty. The training equips each volunteer with knowledge of the laws and regulations governing the employment of male and female migrant workers in Singapore, basic counseling skills and the standard operating procedures of TWC2 Helpline.
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TWC2 is sensitive to the language needs of migrant workers and it tries as far as it can to ensure that it has the capacity to serve this diverse need. Between the pool of volunteers and the Helpline’s paid full-time staff, TWC2 Helpline has the capacity to cater to speakers who are more comfortable speaking in the following languages: 1) 2) 3) 4) 5) 6) 7)
Bahasa Indonesia Tagalog Tamil Mandarin Burmese Bengali English
The current operating hours of the Helpline are: Monday – Saturdays: 10am-10pm Closed on Sundays and Public Holidays 4) Profile of complaints and enquiries December 2006 – December 2007 Female migrant workers constitute the majority of the callers. This could stem from TWC2’s initial reputation as an organization that champions the welfare of migrant domestic workers and the networks that the organization has built since then. Nevertheless, male migrant workers constitute a significant proportion of the helpline’s users, suggesting also a fair awareness of the service among these workers. The wide media coverage TWC2 received during the launch of the helpline and the publicity work the organization did by giving away tokens of appreciation together with information on the helpline during the launch to workers in places where they traditionally gather, such as at Little India, Golden Mile Complex, Lucky Plaza, Peninsula Plaza and City Plaza, may have also promoted awareness of the helpline among these workers. More recently, the outreach activities could have also improved awareness of the helpline among these workers. Interestingly, a significant proportion of the users of the helpline are non-migrant workers. They are individuals who are concerned about the welfare of migrant workers and have either witnessed exploitation or unkind treatment of these workers. This group of users also contributes the bulk of the complaints and enquiries made through the helpline email address at helpline@twc2.org.sg. The most common complaints the helpline received are: -Verbal abuse (35 records) -No payment of salary and employer disputes (72 records each) -Minor physical abuse, overwork and no days off (90 records each) -Salary deductions, health/medical problems (53 records each) -Long wait on special visit passes for resolution of cases by MOM, no access to work permit, no access to passport (46 records each)
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In summary, matters pertaining to the welfare and well-being of workers and money matters constitute the bulk of the problems faced by the clients of the helpline. This strongly suggests that undignified and exploitative treatments of migrant workers are still very much a part of everyday life for some migrant workers in Singapore. The following data provide a breakdown of callers and complaints and enquiries received by TWC2 Helpline. Table 4.1: Breakdown of callers, total number of complaints and enquiries attended to and total number of cases managed by Case Manager Profile of clients Male Workers Female workers Unknown Gender Concerned Others Total number of complaints and enquiries received Total number of complaints and enquiries that needed follow up by Case/Helpline Manager/Total number of cases managed by Case Manager.
Total Numbers 102 177 19 85 383 56
Table 4.2: Breakdown of types of complaints and enquiries received Abuse Major physical abuse Minor physical abuse Verbal abuse Sexual harassment Total Money Matters No payment of salary Late payment of salary No overtime pay Salary deductions Loan repayment issues No pay increment/no bonus Repatriation costs Total Welfare and Well-Being Overwork Insufficient food Health/Medical problems Bad accommodation No days off
5 23 35 3 65 35 12 9 29 18 8 11 111 30 23 24 5 38
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Forced overtime Homelessness Long wait on case resolution with MOM Wants to run-away from employers Illegal deployment Tracking down relatives and friends who work in Singapore but have lost contact because of restrictions imposed by employers and employment agents Total Disputes Blacklisting Employer disputes Agency disputes Total Information Workmen’s Compensation Act Work permit queries Transfer matters Total Access to personal document No access to work permit No access to employment contract No access to bank book No access to passport Total Other Matters
3 10 11 14 15 5
178 7 37 19 63 10 15 42 67
17 6 18 63 78
Note: Please refer to Appendix 1 (Glossary of types of complaints and enquires) for definition of each type of complaint. The total number of complaints by type does not coincide with total numbers of complaints and enquiries received because each enquiry or complaint made could be on various issues.
5) Case management
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This section lists the action taken by TWC2 Helpline/Case Manager in following through with complaints and enquiries:
Mediate with relevant parties for example employers and employment agencies on behalf of client.
Write and submit official reports and complaints to Ministry of Manpower and other relevant authorities such as embassies and organizations such as Employment Agencies Association to bring attention to errant practices of employers and employment agencies.
Rescue clients who have decided to run away from employers and accompany them to a safe shelter. The manager will also write and submit a summary of the case to the relevant shelter for their reference.
Accompany clients who are in need of support when meeting officials from relevant authorities such as MOM, ICA and the Police and other individuals such as doctors, lawyers, employment agencies and exemployers.
Follow up on outstanding cases with MOM on behalf of clients who are not able to access communication facilities regularly or who have difficulties in communicating with officials.
Meet clients face-to-face to assess client’s situation in order to assess the best assistance that can be offered.
Source for help from partner organizations such as embassies, shelters and other welfare organizations to provide immediate help for clients who are in desperate situations such as clients who are made homeless or those who have run out of means to support themselves.
Each case is often unique and complicated and requires extensive amount of following up with relevant parties. Some cases take one day to close while most require a sustained period of communication with relevant parties before they a satisfactory resolution is achieved.
6) Future directions and needs TWC2 Helpline’s experience in the first year of its operation shows that the service is needed, as it continues to receive a steady stream of enquiries and complaints pertaining to the welfare of migrant workers. The experience of the Case Manager in assisting clients to seek recourse underlines the need for such a service. The clients need assistance because more than often do not know where to get help and how to get assistance when they need it. This stems from various factors such as:
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poor knowledge of the system of employment of migrant workers in Singapore, distrust and fear of authorities, inability to communicate in the working languages used in Singapore, trauma, limited access to information and communication facilities physical isolation
Migrant workers have been in our midst for the past three decades and the abuse and exploitation of these workers persist. The number of migrant workers in Singapore is increasing, given the healthy economy. As such the existing support structures for these workers need to be boosted in terms of capacity and quality as the social needs of these workers continue to grow along with growing numbers. TWC2 aims to continue to render the Helpline service to migrant workers by providing a friendly listening ear to their problems and enquiries and directly assisting those who want to seek recourse for the abuse and exploitation that are inflicted upon them. It aims to do so using the same operational structure. The Helpline is also an important mechanism for the organization to reach out to migrant workers and to document and understand the range of problems these workers face on the ground. This provides a rich information source to complement the organization’s work in the areas of advocacy and education. The following section outlines more specifically the aims and targets of the Helpline over the next 12 months and the resources that it needs to fulfill these targets. Multi-lingual service The Helpline is utilised by workers of different nationalities and ethnicities. Our biggest challenge is to cater to the language needs of these workers. We need to continue to train helpliners with different language capabilities in order to improve the services we render and our outreach to workers of different ethnic backgrounds. Legal clinic We also receive a significant number of enquiries regarding MOM policies. While some of the enquiries could be answered through the information gathered on MOM’s webpage and in our records, there have been other enquiries that are beyond the organisation’s present expertise as they pertain to legal advice on the Employment Act and the Work Injury Compensation Act. Having a pool of lawyers who can volunteer their services to provide pro-bono legal advice would help TWC2 Helpline run a free legal clinic for migrant workers.
Face-to-face counselling
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The employment of a full-time Case Manager has enabled TWC2 Helpline to offer direct assistance to workers who need help in seeking recourse for their employment problems. However, TWC2 Helpline cannot fully offer professional counselling services as we would need to employ a fully trained social worker. Workers who face personal problems that are non-work related but have been exacerbated because of the isolation they face in Singapore need professional help. Many are lonely and face marital, parenting and care-giving problems from afar. Given the physical demands of manual work, the culture shock and distance from their families and other support networks, these workers’ are more at risk of not being able to cope with personal problems. To enable the Helpline to render such a service, there is a need to employ a professional counsellor cum social worker who can provide face-to-face counselling to complement the work that is already performed by the Case Manager and the volunteers. Funding TWC2 Helpline needs funding to cover operational matters such as staff salaries, rentals, telecommunication facilities that can include overseas phone calls, utilities and IT maintenance, transport costs for case management, volunteer training costs and appreciation and publicity drives to get the helpline service out to a wider pool of migrant workers and other people. Outreach activities TWC2 needs to keep up with outreach activities in order to ensure that there is better awareness of the service among workers. Outreach work requires preparation of publicity materials and the dedicated service of a string of volunteers. In doing outreach activities, the volunteers act as ambassadors of TWC2 hence should be trained to have an understanding of TWC2’s mission, the basic principles of the Helpline and the services it renders. 7) Conclusion This report shows the services rendered by TWC2 Helpline, its operational structure and the profile of complaints and enquiries the Helpline has handled in its first year. The volume of calls and the type of cases show that this service is needed to solve some well-being issues for migrant workers here and ensure that they are protected and not abused. With the help of dedicated volunteers and staff we have managed to be more than relevant. The whole process can be time-consuming and frustrating but it is most rewarding to close on each case with a positive outcome that is fair to both workers and employers. We have outlined our needs, our sustainability and our expansion plans for the next twelve months. We value our sponsors and our partners such as the police, the Ministry of Manpower (MOM), the Immigrations Checkpoints Authority (ICA), the embassies and NGOs. TWC2 will continue to do its work with support from all.
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APPENDIX 1 Glossary of terms for types of complaint ABUSE Physical Abuse (Major)
Physical Abuse (Minor)
Verbal Abuse Sexual Harassment
Use of a weapon and/or other means to inflict grievous bodily harm which produces visible marks on the body or may cause death. Threats with the use of a knife, a gun and other weapons. Slapping, striking, punching, kicking and other acts which cause pain and injury that are not tantamount to grievous bodily harm. Deprivation of sleep, adequate food and access to medical help and medication leading to pain and injury which do not tantamount to grievous bodily harm or death. Yelling, swearing, shouting, verbal threats that intimidate and/or shame workers. Unwanted verbal, visual or physical behaviours that are sexually suggestive. Some examples include leering, sexually suggestive gestures, offensive jokes, pinching, hugging and any other type of unwarranted physical contact.
Proposition (explicit or implied) for sexual relations
Molest, sexual assault and rape
Display of sexual or sexually violent images
MONEY MATTERS No payment of Salary Late Payment of Salary
No overtime pay
Salary deductions
Worker has not received any salary at all Employer delays payment of salary Employer defaults on payment of salary and owes worker outstanding salary. Worker is not paid overtime for work done beyond official working hours as stipulated in the contract and/or designated off days and rest days as stipulated in the contract. Unjustified amounts of deductions made on a worker’s salary for food and accommodation.
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Loan repayment issues
No pay increment/ Bonus Repatriation costs
No explanation given for deductions made on a worker’s salary. Worker receives a paltry sum of salary or no salary for many months in order to pay off loans stipulated by recruiting agents/employment agencies. Worker is not given a pay rise, or receive bonus that was promised to them. Worker is asked to bear repatriation costs such as airfare. Worker would like to know who should bear repatriation costs in a particular circumstance.
DISPUTES Blacklisting
Employer disputes Agency disputes
Illegal work permit
Employer threatens to blacklist worker if he/she refuses to comply to his/her orders even if they go against the terms stipulated in the contract or as a means to discipline worker Worker is concerned that she/he has been blacklisted for one reason or another. Employer refuses to release/repatriate worker prematurely i.e before the expiry of the contract. Disagreements/unhappiness that occur between the worker and employment agent during the period when worker is being housed by the agency. Use of forged documents such as fake educational certificates, birth certificates etc for work permit application. Worker has been issued a fake work permit/S pass.
INFORMATION Work Injury Compensation Act Work - permit Queries
Information, advice and clarifications on workmen’s compensation matters. Enquiries pertaining to work permit cancellation procedures
Transfer matters
Worker wants to know the impact(s) on him/her when employer has cancelled work permit. Enquiries pertaining to the procedures involved in
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transferring from one employer to another. Worker wants to know alternatives for action when current employer refuses to release him/her to be employed by another employer. WELFARE & WELLBEING Overwork
Worker works long hours without adequate rest.
Insufficient food
Worker does not have access to adequate food.
Health/medical Problems
Worker has been denied time off to seek medical consultation. Worker is asked to pay for the mandatory periodic medical checkups.
Bad accommodation No day off Forced overtime Homelessness Tracking down relatives/friends
Long wait on case resolution with MOM
Cultural/religious Concerns
Wants to runaway
Worker is dismissed by employer due to poor health Worker is not provided with acceptable accommodation as required under law. Worker is not given a full rest day Worker is forced to work overtime against his/her wishes. Worker is made homeless while waiting for his/her case to be resolved by MOM. Worker is denied access to information to get in touch with her/his relatives/friends who also works in Singapore and has reason to worry about the welfare of this party. Family of worker cannot contact/loses contact with worker who works in Singapore. Emotional and/or physical welfare of worker are compromised as a result of having to wait for an extended period of time in Singapore while waiting for MOM to resolve outstanding matters with employers/employment agents. Worker faces difficulties in coping with expectations of employer, communicating with employer and employer’s family members and the way of life of the employer and her/his family. Worker is denied freedom to observe her/his religious practices. Worker expresses the wish to run away from employer because she/he can no longer cope with the 12
Illegal deployment
stress at work, the unkind treatment of her employer and/or other distressful situation she/he confronts at work. Worker is asked to do additional job/s other than what she/he was contracted for. Worker is made to perform work that she/he was not contracted for.
ACCESS TO PERSONAL DOCUMENT/S No access to work Permit
Worker’s work permit is held by her/his employer/ employment agency.
No access to employment contract
Employer/employment agency refuses to allow worker to have access to the work permit and the information/details stipulated in the work permit. Worker’s employment contract is held by her/his employer/employment agency.
No access to bank book
Employer/employment agency refuses to allow worker to have access to the employment contract and/or the information and details stipulated in the contract. Worker’s bank book is withheld by her/his employer/agency.
No access to passport
Employer/employment agent refuses to allow worker to have access to his/her bank book and/or the information and details stipulated in the bank book. Worker’s passport is withheld by her/his employer/agency.
Employer/employment agent refuses to allow worker to have access to his/her passport and/or the information and details stipulated in his/her passport.
OTHER MATTERS Unable to attend to caller
Worker is not contactable for follow-ups.
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Worker is unable to communicate much over the phone because of lack of freedom to access communication facilities or the presence of employer/employment agent.
Others
Inability to understand worker due to language barrier. Other matters faced by worker.
TOTAL COMPLAINT Complaint against agency Complaint against employer
The main complaint is directed against agency. The main complaint is directed against employer.
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