KAMPALA, Uganda – In a significant show of support, delegates from UNFPA, UN Women, and UNICEF on Tuesday visited the SAUTI National Helpline, a toll-free service providing critical child protection and responding to cases of violence against children and gender-based violence. The helpline, established in 2013 with support from UNICEF and UNFPA, has become a lifeline for thousands of Ugandans, receiving approximately 1,500 calls daily.
The SAUTI National Helpline is more than just a phone number; it’s a beacon of hope for those in need. With a team of dedicated caseworkers and a robust system in place, the helpline provides immediate support for cases of violence against children and GBV. From child labor and neglect to physical and emotional abuse, human trafficking, and online sex exploitation, no issue is too small or too large for the helpline to handle.
According to Mr. Mugisha John, National Coordinator for SAUTI 116 Helpline, the helpline receives around 1,000 calls daily, with 40 to 50 cases related to violence requiring urgent attention. “The most commonly reported cases involve child neglect by men, followed by physical and sexual violence,” he explains. “Other issues reported to the helpline include emotional violence, trafficking, online sex abuse, and exploitation. Notably, men are the primary perpetrators of abuse reported to the helpline.”
When a call is received and identified as a case, it is forwarded to the case work section, which connects the individual with relevant stakeholders, including the police, district probation officers, local council officials, state attorneys, legal aid service providers, child care institutions, and other partners. Mr. Mugisha highlighted that 90% of the cases received involve children, while 10% are related to gender-based violence (GBV).
The SAUTI National Helpline has taken an innovative approach to addressing GBV and child protection. By leveraging technology, the helpline has expanded its reach and effectiveness. The call center’s ability to monitor and respond to social media inquiries is a game-changer, allowing the helpline to connect with more people in need.
Lydia Zigomo, Regional Director for UNFPA, East and Southern Africa, praised the innovative use of social media, saying, “One aspect that stands out to me is the innovative use of social media to connect people and respond to requests. The call centre’s ability to monitor and respond to social media inquiries is a game-changer. This approach expands the traditional role of call centres, leveraging technology to enhance their effectiveness.”
Ms. Zigomo also appreciated the focus on specialized services rather than relying solely on one-stop centres. “The use of referral pathways is a cost-effective way to ensure that individuals receive the support they need, without duplicating efforts or expecting every organization to have all the necessary resources,” she said. “The emphasis on keeping these pathways up-to-date and verifying the capabilities of partner organizations is particularly noteworthy.”
The SAUTI National Helpline has also taken a multisectoral approach to responding to violence against children and GBV. By partnering with various stakeholders, including the police, forensic teams, medical professionals, and the justice department, the helpline provides comprehensive support to those in need.
Alison Parker, UNICEF Deputy Regional Director for Eastern and Southern Africa, commended the multisectoral approach, saying, “What struck us was the multisectoral approach to responding to violence against children and gender-based violence. The involvement of various stakeholders, including the police, forensic teams, medical professionals, and the justice department, demonstrates a comprehensive understanding of the issue. This integrated approach is essential for supporting vulnerable victims, or survivors, of GBV.”
Anna Mutavati, UN Women Regional Director for East and Southern Africa, also praised the center’s evolution to address GBV and mental health issues.
“Our observation of the center’s evolution from a child-focused facility to one that also addresses gender-based violence and mental health issues was truly impressive,” she said.
“The staff’s in-depth knowledge of the referral pathway and case management processes was remarkable, particularly in handling calls and subsequent investigations with support from the UN.”
Despite the progress made, challenges remain. The SAUTI National Helpline faces sustainability concerns due to funding cuts, and there is a significant gap in access to information. Mr. Mugisha John emphasized the need for increased awareness, saying, “Services are in place, and the government and partners have invested heavily, but people are either ignoring or unaware of these services. We need to do more to raise awareness.”
Ms. Mutavati echoed this sentiment, saying, “Sustainability and domestic funding are crucial to ensuring the long-term viability of this impactful initiative. We urge our partners and the government to ensure continued investment in this initiative and to consider decentralizing it to replicate this model in other districts nationwide.”
