For millions of overseas Filipino workers (OFWs) facing the strain of distance and uncertainty, a simple call to a hotline could be a cry for help. By training the frontliners of the Department of Migrant Workers (DMW) to respond with empathy and expertise, PLDT Global Corporation’s new Mental Health First Aid program helps ensure that OFWs in distress receive the timely care and support they deserve.
In observance of Mental Health Awareness Month, PLDT Global, in collaboration with the DMW and mental health organization Mind You, has launched a specialized Mental Health First Aid (MHFA) training program for DMW employees and contact center agents in Makati City.
The initiative aims to equip frontliners, many of whom are former overseas Filipino workers (OFWs) themselves, with the skills to effectively manage sensitive mental health concerns raised by distressed callers. The training also emphasizes self-care strategies to help agents maintain their own well-being while providing support.
The MHFA program introduces evidence-based principles and practical tools such as the QIREE framework (Questioning, Information giving, Reflective listening, Encouraging support-seeking, and Empowerment). It also addresses common mental health conditions among OFWs, including stress, depression, and anxiety, and explores how personal experiences can influence responses to callers in crisis.
“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. “We are proud to partner with DMW and Mind You in this meaningful initiative.”
“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,” said DMW Undersecretary Dominique "Nikki" Rubia-Tutay.
This initiative further strengthens PLDT Global’s partnership with the government and private organizations and is aligned with the PLDT Group’s broader commitment to holistic support for Filipino migrant workers.
