When clinical psychologist Meng Fanqiang answered a call to the newly launched national mental health support hotline in late January, the caller struggled to articulate her thoughts and could only weep.

Through fragmented words, the woman in her late 20s managed to tell Meng she had recently lost her job, ended a relationship and was overwhelmed with distress, blaming herself for all her misfortunes.

"I began by offering relaxation tips to help her calm down and focus on my suggestions. I reassured her that her pain and distress were valid and it would take time to work through these emotions," he said. "I also emphasized that none of those negative experiences were her fault."

Meng, who also heads the psychological assessment department at Beijing Anding Hospital affiliated to Capital Medical University, said that nearing the end of the 30-minute call, the young woman sounded calmer and was able to approach her life challenges with a more rational perspective. She promised to call back if she felt distressed again.

"Her case demonstrates the strength of the hotline — it is quick, easily accessible and serves as an emotional buffer for people experiencing a mental health crisis who don't know where to turn for help," he said.

Meng is one of some 60 trained mental health specialists at the hospital who have answered calls to the 12356 national mental health support hotline since its launch in selected regions on Jan 1.

The hotline operates around the clock in at least 18 provincial-level regions and is expected to be available nationwide starting May 1, according to the National Health Commission, which launched the hotline with support from the Ministry of Industry and Information Technology.

Beijing was among the first regions to implement the five-digit number, with Beijing Anding Hospital, along with 16 local psychiatric medical institutions, managing the hotline.

Cui Sipeng, office director of the Beijing mental health center and a hotline manager at the hospital, said the city operates nine phone lines during the day from 8 am to 6 pm and two lines after those hours.

"As of Thursday (March 13), the hospital has received over 2,700 calls, with peak hours occurring from late night to around 2 am," he said.

Cui noted that all call operators specialize in psychology or psychiatry, and the team includes experienced therapists from hospital wards. "They have also undergone training to adapt to phone conversations, which differ from their usual face-to-face interactions, as well as training in medical ethics and other clinical techniques," he added.

Typical callers often experience anxiety and depression, with issues ranging from familial and interpersonal relationships to parenting challenges.

Cui said that call operators not only lend a sympathetic ear, but also provide informed guidance.

"Callers often feel trapped in a whirlwind of negative emotions. A hotline counselor's role is to first acknowledge and contain those emotions, then offer a fresh perspective on their issues," he said.

Call operators will also provide psychological education such as teaching basic relaxation techniques and breathing exercises, while raising awareness about mental health and psychiatric conditions.

According to the China Mental Health Survey released in 2019, the lifetime prevalence of psychological disorders among Chinese adults was 16.57 percent, with mood disorders and anxiety being the most common conditions. The country's Healthy China Initiative (2019-30) aims to increase the treatment rate of depression by 80 percent by 2030.

Health officials have noted that a growing number of Chinese people are facing mental health pressures as the nation has experienced changes such as rapid economic growth, urbanization, industrialization and the challenges of an aging population.

Authorities have implemented a series of measures to make mental health services more accessible and less stigmatized. These include establishing more psychological clinics and service centers in hospitals, training general medical workers to identify mental health issues, organizing experts to conduct awareness campaigns and launching the hotline.

Meng noted that public awareness of mental health has improved in recent years, with more people recognizing the importance of seeking mental health support during distress and feeling comfortable reaching out for help in crisis situations.

"The hotline provides an outlet to address early signs of mental health problems. Some people may find it cumbersome to visit a psychological clinic, so the hotline offers them a chance to vent and seek guidance," he said.

Cui recalled a call in late January from a graduate student experiencing severe anxiety due to a combination of issues involving his relationship with his parents, graduation and job hunting.

"During the call, I realized he wasn't aware that he could take steps to interact with those around him. I encouraged him to reach out to his parents and discuss some of his troubles," Cui said.

"Before ending the call, he told me he had just wanted to have a talk but was surprised to find motivation to make real-life changes afterward," Cui added.

Experts said more efforts will be made to train additional mental health support counselors and serve less-developed regions.