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Sawa—All Together, Today and Tomorrow

      Child Protection Helpline 121
Achievements, Progress, and Looking to the Future
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
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
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
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
Social Entrepreneurs: Using innovative
communication technology to support those in need
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
Training at Sawa means games, creative
projects, films, role-playing exercises, and dynamic discussion
   of difficult topics. No lectures, never a boring moment
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
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 calls

2009                        7,134
2010                        9,636
End June 2011               4000
Total                       20779
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
Caller’s age Number (2009-   Children and Youth: 25.6% of
             mid-2011)       those whose age was recorded
0-5          1378            were between 15 – 18 years,
6-9         710              and 18.9% aged from 19-24
10-14       2177             years. Youth face problems in
15-18       5319             educational, family, sexual,
19-24       3923             and emotional life they may
25-35       1656
                             find difficult to share with
                             parents, teachers or
36-45       362
                             counselors. The Helpline is a
46-55       95
                             vital, trusted resource for
56+         38               confused, sad, angry, or
Total       15658            frightened young people.
Undefined   5121
Grand total 20779
Caller gender   Number (2009 to mid-
                2011)
Male            8371
Female          10778
Total           19149
Undefined       1630
Grand 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
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% unrecorded
Total         16176
Undefined     4603
Grand total   20779
Why do People Turn to the Helpline?
Violence Cases (2009-mid-2011)   Female   Male   Total
Domestic violence                256      99     355
Emotional abuse                  213      52     265
Abuse                            422      170    592
Negligence                       245      67     312
Physical abuse                   273      182    455
Sexual harassment                222      37     259
Bullying                         68       65     133
Reporting on violence            58       55     113
Witness to violence              20       29     49
Attempt to rape                  58       17     75
Rape                             58       17     75
Gang rape                        4        3      7
Rape within the family           21       2      23
Sexual abuse within the family   53       1      54
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!
Children take part in awareness-raising activities through
Sawa’s new Mobile Clinic program, which brings outreach and
psycho-social support to marginalized areas
The Helpline Beyond Palestine
International 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
The Helpline Beyond Palestine
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
Thank You
Website:   http://www.sawa.ps
Email:     info@sawa.ps

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SAWA Palestine

  • 1. Sawa—All Together, Today and Tomorrow Child Protection Helpline 121 Achievements, Progress, and Looking to the Future
  • 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. 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. 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. 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. Social Entrepreneurs: Using innovative communication technology to support those in need
  • 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. Training at Sawa means games, creative projects, films, role-playing exercises, and dynamic discussion of difficult topics. No lectures, never a boring moment
  • 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. 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 calls 2009 7,134 2010 9,636 End June 2011 4000 Total 20779
  • 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. Caller’s age Number (2009- Children and Youth: 25.6% of mid-2011) those whose age was recorded 0-5 1378 were between 15 – 18 years, 6-9 710 and 18.9% aged from 19-24 10-14 2177 years. Youth face problems in 15-18 5319 educational, family, sexual, 19-24 3923 and emotional life they may 25-35 1656 find difficult to share with parents, teachers or 36-45 362 counselors. The Helpline is a 46-55 95 vital, trusted resource for 56+ 38 confused, sad, angry, or Total 15658 frightened young people. Undefined 5121 Grand total 20779
  • 13. Caller gender Number (2009 to mid- 2011) Male 8371 Female 10778 Total 19149 Undefined 1630 Grand 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. 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% unrecorded Total 16176 Undefined 4603 Grand total 20779
  • 15. Why do People Turn to the Helpline?
  • 16. Violence Cases (2009-mid-2011) Female Male Total Domestic violence 256 99 355 Emotional abuse 213 52 265 Abuse 422 170 592 Negligence 245 67 312 Physical abuse 273 182 455 Sexual harassment 222 37 259 Bullying 68 65 133 Reporting on violence 58 55 113 Witness to violence 20 29 49 Attempt to rape 58 17 75 Rape 58 17 75 Gang rape 4 3 7 Rape within the family 21 2 23 Sexual abuse within the family 53 1 54
  • 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. Children take part in awareness-raising activities through Sawa’s new Mobile Clinic program, which brings outreach and psycho-social support to marginalized areas
  • 19. The Helpline Beyond Palestine International 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. The Helpline Beyond Palestine
  • 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. Thank You Website: http://www.sawa.ps Email: info@sawa.ps