Ministry Of Gender Successfully Completes Its Nationwide Training On Help Line Of Hope Call Centre




April 26, 2018 1:30 pm

The Ministry of Gender, Children and Social Protection (MoGCSP) has successfully trained all Regional and Districts Social Welfare Officers (R/DSWOs) across Ghana on the Help Line of Hope Call Centre established at the MoGCSP. Through the efforts of the Gender Ministry’s Social Protection Directorate, R/DSWOs across the country capacities were built on the functions of the Ministry’s Call Centre and recommended for their support in the resolution of complains as well as cases reported through the call centre.

The nationwide training workshop for the Social Welfare Officers and other key stakeholders like the traditional and the clergy, was structured into four editions; where the maiden edition took place in Sunyani (gathering officers from the Brong Ahafo & Ashanti Regions), the second in Tamale (officers were drawn from the Upper West, Upper East & Northern Regions), third edition in Cape Coast (for officers of the Western & Central Regions), and the final edition in Koforidua – for officers of the Eastern, Greater Accra &Volta Regions.

In all, the various training workshops held aimed at; Creating awareness of the Help line of Hope call centre and that of the Unified Case Management System, equip Social Welfare Officers with objectives of the call centre to support and ensure effective implementation of the goals of the call centre and Solicit participants’ inputs for the formulation of the Call Centre Policy.

The Minister for Gender, Children & Social Protection, Hon. Otiko Afisah Djaba while addressing participants at the various workshops explained that the Helpline of Hope Call Centre at the Ministry is an integral part of the Single Window Case Management System which has been extended to all citizens of the country who experience other social issues such as Human Trafficking, Domestic Violence, Rape Cases, Child Labour, Child and Early Marriage, Mental and Psychological Issues, Special Financial Assistance, Employment and seeking for ways to resolution. The mechanism, therefore, enables the Ministry to identify concerning issues that are emerging, and helps to facilitate a remedial action for complainants.

The Help Line of Hope was launched last year as an integral part of Single Window Case Management System for the five flagship Social Protection Programmes such as the Ghana National School Feeding, National Health Insurance Scheme, Education Capitation Grant and LEAP.

The Helpline of Hope Call Centre offers two Toll Free Lines, 0800 800 800 and 0800 900 900.

The Helpline of Hope Call Centre had so far received 187 cases out of which 105 related to child abuse, mental health, human trafficking, and domestic violence amongst others were resolved including; the rescue of a 10-year old girl abandoned by her family for suffering from epilepsy.

The intervention of the Helpline of Hope Call Centre also led to the return of a 22-year old lady trafficked to Saudi Arabia, who was severely maltreated by her employers.

“As a Ministry with the mandate to coordinate the implementation of all Social Protection programmes effectively and efficiently, it is very necessary to continuously work with all stakeholders (DSWOs, faith-based groups, traditional authorities, police etc.) in the bid to achieve equality and equity, promote social protection and social justice for children, vulnerable and excluded persons towards national development” Hon. Otiko elaborated.

“Also, as Social Welfare Officers continuously contribute to resolving cases referred from the Helpline of Hope Call Centre, it will be essential for them to sign up to the database, Ho. Otiko Djaba said. For this collaboration to be sustained for the benefit of the vulnerable from our communities, there is the need for DSWOs to be fully involved in the functions and processes of the Single Window Case Management System to enable timely resolution of cases”, she added.

It is the hope of the Honourable Gender Minister that all workshops held will help in the formulation of strategies and roles that social welfares officers, faith-based groups and relevant stakeholders can play to support the development and effective utilization of the Single Window Case Management. This, she noted will also strengthen the referral system for the vulnerable groups in our society.

“May the Helpline of Hope Call Centre will continue to be the VOICE OF THE VOICELESS, Hon. Otiko Afisah Djaba said.

Dr Rita Owusu Amankwah, Director of the social protection directorate, also urged stakeholders to work to strengthen the referral system to help resolve various cases reported to them.