Calls to suicide prevention hotline double, but answer rate falls below 50%

The number of calls to South Korea's suicide prevention hotline has surged, but staffing has failed to keep pace, with the answer rate falling below half of all incoming calls.

Data obtained from the Ministry of Health and Welfare by Democratic Party of Korea lawmaker Heo Jong-sik of the National Assembly's Health and Welfare Committee show that calls to the 109 suicide prevention hotline nearly doubled from 176,864 in 2022 to 352,914 last year.

Yet the answer rate has been trending in the opposite direction.

While call volume rose steadily — from 176,864 in 2022 to 219,650 in 2023, 322,116 in 2024 and 352,914 last year — the answer rate fell from 62.0 percent to 55.7 percent, 56.7 percent and 47.3 percent over the same period.

The answer rate held above 50 percent through 2024 but dropped sharply over the past year, falling below that threshold last year. A chronic staffing shortage at call centers that have struggled to fill even their authorized positions has been a key factor.

Two call centers currently operate the 109 hotline.

The first center has an authorized capacity of 100 staff, but only 74 were on duty as of the end of last year — down 15 from 89 in 2024. The second center, which opened Oct. 23 last year, had filled only 30 of its 50 authorized positions by year's end.

In response, the Ministry of Health and Welfare doubled the second center's authorized capacity in July and has been recruiting to fill the new positions. The ministry plans to fill all 200 authorized positions across both centers by the end of next month.

"Simply increasing the authorized headcount will not solve the problem when the existing positions have not even been filled," Heo said. "The response system must be thoroughly reviewed to ensure that no one in crisis who reaches out to the suicide prevention hotline is left without counseling."

If you're thinking about self-harm or suicide, dial the Suicide Prevention Hotline at 109, available 24 hours a day, seven days a week. Please request a translator for English-language services.