SAWA Palestine

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SAWA Palestine

  1. 1. Sawa—All Together, Today and Tomorrow Child Protection Helpline 121Achievements, Progress, and Looking to the Future
  2. 2. What is the 121 Helpline?• National, toll-free Call Center operating 30 lines 16 hours a day, 7 days a week, and offering e-mail counseling through 121@sawa.ps, serving all areas of the West Bank, Gaza, and Jerusalem• Professional, confidential source of support and referrals for victims of violence and psycho-social problems, especially children, youth, parents, and women• Uses the latest technology (soft phones, database, e-mail counseling), to provide the best possible service
  3. 3. Helpline Development Highlights• Began with just one line and manual documentation of cases, operating 9:00-5:00• During 2008-9 Gaza War, expanded temporarily to 24- hour emergency line, added 3 toll-free lines courtesy of Pal-Tel, free calls from Jawwal• Also 2008-9: Added IP phones and electronic database• 2011: Switch to 30-line PRI system, special soft-phone donated by PC Best (Canada) integrated with the electronic database
  4. 4. Caller Information Database• Caller details recorded: age, location, gender, reason for call, comments on intervention and progress• Easily generates detailed and focused statistical reports• Powerful resource for targeted project planning, and for advocacy on issues affecting children, families, and women, especially violence
  5. 5. Who Helps Callers?• Male and female volunteers from all academic and professional backgrounds• Experienced Call Center staff, supervisors, and volunteers support new volunteers• Professional Committee plans interventions for difficult cases• Counseling Officer holds weekly debriefings to protect the mental health of Helpline volunteers and staff and help them continue to give callers outstanding support• Sawa maintains a list of referral organizations in the legal, health, and social service sectors, and has good relations with police Family Protection Units
  6. 6. Social Entrepreneurs: Using innovativecommunication technology to support those in need
  7. 7. How are Volunteers Trained?• 80 hours theoretical training—types of violence, gender issues, sex education topics, mental & physical health, counseling methods• 30 hours on-the-job training: Listen to experienced counselors, watch real-time case documentation, group discussion on how to address cases• Training is professional, comprehensive, and complete, even compared to Helplines in developed nations—no background in counseling needed!• Excellent preparation for job market: 70% unemployed trainees find work after volunteering at Sawa!• Volunteers gain new perspectives, communication and technical skills, confidence, pride in helping others and contributing to a better Palestinian society
  8. 8. Training at Sawa means games, creativeprojects, films, role-playing exercises, and dynamic discussion of difficult topics. No lectures, never a boring moment
  9. 9. Who does the Helpline help?• Marginalized groups: currently 60% under 18, 60% female; 60% from Gaza• Victims of psychological, physical, and sexual violence, abuse, neglect• Those suffering problems with mental, physical, or sexual health, family, relationships, or school– those who do not know where else to turn• Parents and others concerned about children’s medical and psycho-social well-being, or who suspect a child may have been abused
  10. 10. Statistics used in a recent Bir Zeit University analysis of Helpline data indicate thousands of Palestinians supported each year.Number of calls according to calling year (2009-mid-2011)Calling year Number of received calls2009 7,1342010 9,636End June 2011 4000Total 20779
  11. 11. Answered and Unanswered Calls—an example• Sawa checks answered and unanswered calls each month, to help assess service• September 2009: – 58,658 attempts to call recorded – Answered 24,403 calls (regardless of the type of call, as some calls came through Jawwal, PalTel, ambulances or emergency services). – Could not respond to 17,824 of these attempts--reported as unanswered. No-one was available, all lines were busy. – 16,432 calls were from numbers blacklisted because callers used violent or improper terms against the work team taking the call. – Counseling service was provided to 1,183 individual callers in total
  12. 12. Caller’s age Number (2009- Children and Youth: 25.6% of mid-2011) those whose age was recorded0-5 1378 were between 15 – 18 years,6-9 710 and 18.9% aged from 19-2410-14 2177 years. Youth face problems in15-18 5319 educational, family, sexual,19-24 3923 and emotional life they may25-35 1656 find difficult to share with parents, teachers or36-45 362 counselors. The Helpline is a46-55 95 vital, trusted resource for56+ 38 confused, sad, angry, orTotal 15658 frightened young people.Undefined 5121Grand total 20779
  13. 13. Caller gender Number (2009 to mid- 2011)Male 8371Female 10778Total 19149Undefined 1630Grand total 20779 Focus on Gender: The Helpline is a safe place for girls and women to discuss problems, including gender- based violence, and to get info on sensitive matters like sexual health. Women also call about parenting problems, and some reveal their own violent experiences once they feel safe with Sawa
  14. 14. Where Are Callers from?Area/district Number Hebron Governorate 10.1%. Ramallah 5% Jenin 4.7%.West Bank 6359 Gaza City 20.1% Rafah 7%Gaza Strip 9787 Khan Yunis 6.4% 33.5% unrecordedTotal 16176Undefined 4603Grand total 20779
  15. 15. Why do People Turn to the Helpline?
  16. 16. Violence Cases (2009-mid-2011) Female Male TotalDomestic violence 256 99 355Emotional abuse 213 52 265Abuse 422 170 592Negligence 245 67 312Physical abuse 273 182 455Sexual harassment 222 37 259Bullying 68 65 133Reporting on violence 58 55 113Witness to violence 20 29 49Attempt to rape 58 17 75Rape 58 17 75Gang rape 4 3 7Rape within the family 21 2 23Sexual abuse within the family 53 1 54
  17. 17. How Do Callers Know about the Helpline?• Media campaigns and workshops raise awareness on violence, children’s and women’s rights, and the support available through the 121 Helpline• However, over 70% of our callers hear of the Helpline through positive word of mouth!
  18. 18. Children take part in awareness-raising activities throughSawa’s new Mobile Clinic program, which brings outreach andpsycho-social support to marginalized areas
  19. 19. The Helpline Beyond PalestineInternational Recognition:• 2010: AGFUND prize, for our use of technology to support marginalized people during Gaza War• Worldwide media coverage of Helpline activities, especially Gaza emergency response• Sawa Resource and Support Manager was chosen for Child Helpline International Committee on Technological Development• Canadian company PC Best’s unexpected offer to donate a more user-friendly soft phone shows Sawa’s reputation has spread far and wide
  20. 20. The Helpline Beyond Palestine
  21. 21. What’s Next for the Helpline?• Keep up with new and useful tech developments• Develop e-mail and chat counseling, train volunteers in the special skills needed• Use database for advocacy, assessing needs for future projects, and document best practices• Improve support on legal issues• Strengthen our referral network and build procedures for cooperation• Continue international networking and knowledge exchange, offering our extensive expertise, learning from our dedicated colleagues across the globe
  22. 22. Thank YouWebsite: http://www.sawa.psEmail: info@sawa.ps

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