This year marks 30 years since the establishment of Supportline 179 within the Foundation for Social Welfare Services (FSWS): three decades of continuous listening, guidance and support for people experiencing some of the most difficult moments of their lives.

When Supportline 179 was launched, it was the first helpline of its kind in Malta. Initially  setup to respond primarily to Domestic Violence (DV) and Child Protection Services (CPS) cases, the line quickly became a critical and accessible point of contact for individuals and families in crisis. At a time when awareness and specialised services were still developing, Supportline 179 offered something essential: a confidential voice at the end of the line, available whenever needed.

Over the past 30 years, the service has received close to half a million calls. In recent years alone, Supportline 179 has handled thousands of calls annually. Behind these numbers are stories of distress, resilience and hope. The reasons for calling have evolved significantly over time. While domestic violence and child protection remain central concerns, today  the helpline also receives calls related to loneliness, mental health difficulties, relationship problems, internet safety and requests for information about available services.  Supportline 179 has become a national point of contact for anyone experiencing difficulty,  Crisis situations, or emotional distress.

A fundamental part of the service’s history is the people who built it. Throughout the years, more than 200 trained volunteers dedicated their time and empathy to answering calls and supporting those in need. Their contribution laid the foundations of a service rooted in compassion and professionalism. A major investment marked a new chapter for the  helpline when it transitioned from a volunteer-based model to a fully staffed operation.  

Today, Supportline 179 operates with full-time trained operators working on a shift basis to ensure continuous coverage. They are supported by professional social workers who provide individual and group supervision, induction and ongoing training. This structure ensures that operators are well-prepared to handle complex and sensitive situations while also safeguarding their own wellbeing. The social workers also play an essential role in channelling referrals to other services within FSWS and beyond.

An on-call system operates on a 24/7 basis, providing operators with immediate guidance and professional backup whenever required. This system strengthens the service’s responsiveness, particularly in high-risk situations. From its humble beginnings in a small room in Kapuccini Street, Floriana, Supportline 179 has grown into a fully equipped call centre with appropriate infrastructure.

The introduction of systems such as CMS and Rainbow has facilitated documentation, coordination and case follow-up, improving both efficiency and quality of service. Throughout the years, Supportline 179 has been at the centre of numerous success stories. There have been instances where individuals were supported through moments of acute crisis and prevented from taking their own lives. Before the establishment of the Gender-

Based and Domestic Violence (GBDV) Hubs and the introduction of risk assessors, women experiencing domestic violence were often admitted to shelters during nights and weekends through the coordination of Supportline 179. The helpline frequently acted as the bridge to safety when no other service was immediately accessible. The service has continued to evolve. It remains operational 24/7 and has integrated EU helpline number support. Work is currently underway to develop new online platforms, strengthen digital access and provide further training for operators to meet emerging communication trends.

Supportline 179 recently introduced a chat-based support option to reach new client groups who may feel more comfortable seeking help through written communication rather than a phone call. This initiative reflects the service’s ongoing commitment to remain accessible, relevant, and responsive to people’s evolving needs.

Thirty years on, Supportline 179 stands as a symbol of FSWS’s enduring commitment: to be present, to listen and to provide support, at any hour, on any day.