More than 5 million calls were received and processed by Hotline 111

Every year, the National Child Protection Hotline (111) receives nearly 500,000 calls from children and adults; provides advice to more than 30,000 calls, and intervenes and supports about 1,000 cases.

On the morning of June 22, in Hanoi , the Department of Children (Ministry of Labor, War Invalids and Social Affairs) coordinated with Childfund Vietnam to organize a workshop to consult and finalize the communication plan for the National Child Protection Hotline in 2023-2024, aiming to further raise awareness and access of children and people to know and use the services of the Hotline.

According to statistics from the Department of Children, in 19 years of operation, Hotline 111 has received nearly 5.4 million calls, consulted 469,408 calls and supported and intervened in 9,601 cases of children being abused, subjected to violence, trafficked, exploited, children in difficult circumstances and children's rights violations.

However, in reality, the number of children, parents and people who know about the Call Center and use its services is still low compared to the total of nearly 100 million people, including about 23 million children.

More than 5 million calls were received and processed by 111 Call Center.

Overview of the workshop to consult and finalize the communication plan for Call Center 111.

At the workshop, Director of the Center for Counseling and Communication Services (Children's Department) Vu Van Dung said: "Through surveys and research, only 1/3 of parents are aware that children at risk of being abused in the family can report to the People's Committee of the commune or Hotline 111. And what is of concern is that children are the group that has not yet had access to and has the lowest awareness of the role of Hotline 111"...

The report on the Study on assessing awareness of the functions and tasks of the National Child Protection Hotline and the current status of reporting child abuse cases in 2023 shows that only 1/3 of parents are aware that when children are at risk of abuse at home, they can report to the People's Committee of the commune or Hotline 111; less than 1/2 of cadres and teachers and only about 1/5 of parents know that they can report to Hotline 111 and the People's Committee of the commune when children are at risk of abuse at school; the number of people who directly access Hotline 111 is very small, accounting for only 1.4% of the total number of people participating in the study.

The survey results also show that teachers and staff are the two groups that know the most about the National Child Protection Hotline, while parents/caregivers are the group with the least knowledge about the Hotline. Children are the group with the lowest awareness of the role and function of the Hotline…

Discussing at the workshop, many delegates also said that there are still many difficulties in accessing Hotline 111, especially the issue of information security.

“Parents and caregivers are still hesitant to call the hotline because they are afraid of affecting the children, afraid of their own lack of knowledge and afraid of information being leaked,” shared Ms. Le Ngoc Bao, Head of Program Department, Childfund in Vietnam.

The survey results also show that it is necessary to strengthen communication about the information reception process of the 111 Hotline, the confidentiality principles when receiving information and consulting, and the consulting skills of Hotline staff so that children and parents can access the Hotline with a more comfortable and secure mentality.

With the goal of increasing the rate of children, parents, teachers, child care workers, officials, relevant departments and sectors and the community in general knowing the functions and tasks of Hotline 111 and using the services of the Hotline, the Communication Plan of the National Telephone Hotline for Child Protection also sets a target of having 3 million people accessing communication products and information about the hotline; increasing the number of incoming calls and notifications on the Hotline's app by 10%...

Source link