Mr John Lam

John Lam is the Deputy Director of Crisis Support in Samaritans of Singapore (SOS), Singapore’s lead agency for suicide prevention. In his role, he oversees SOS’ 24-hour crisis lines, including the Hotline and CareText services. He has worked over 30 years in business start-ups and the commercial sector in roles such as a General Manager and CFO. He presently contributes to both operational and strategic development roles in crisis service and believes emphatically that technology and innovation can enhance the way to prevent suicide.

Track Title: SOS CareText: Connecting Care with Technology in Times of Crisis
Date: 16 July 2025, Wednesday
Time: 2.05 PM
Breakout Session: Track 1 – Digital Mental Health & Artificial Intelligence

Synopsis
In 2020, SOS found that 67% of students preferred text messaging as their go-to method for seeking help. Recognising this need, SOS launched CareText, a 24/7 text-based support service, staffed by trained volunteers and professionals via the SOS website and WhatsApp. Since then, the overwhelming response has confirmed the demand for text-based crisis support—in the past year alone (ending March 2024), SOS received over 21,000 chats, primarily from young people at risk of suicide.
In this session, SOS will present a recent study revealing that service users find CareText highly effective. Through an immersive experience, participants will gain valuable insights into texting strategies for supporting distressed individuals — skills they can apply directly in their work.
Looking ahead, SOS envisions a future where AI technology enhances SOS’s ability to support clients, train volunteers, and manage workload more efficiently. This session will offer a glimpse into SOS’s latest AI-driven ideas, exploring how technology can strengthen suicide prevention efforts in the digital age.