1. Child Helplines International Sixth International Consultation
Childline Zimbabwe – Strengthening Child Protection Systems in a Resource Constrained Environment
Presentation by: Mr. T. Chinake, Deputy Director of Social Services, Ministry of Labour and Social Services, Zimbabwe and Justine Passaportis, National Director, Childline Zimbabwe
Child Helplines International Sixth International Consultation
Durban, South Africa
17 – 19 October 2012

2. What Does Childline Zimbabwe Do?
Offer counselling services to abused children across Zimbabwe through the following activities:
24 hour Toll-Free Telephone Helpline
Free post service
Free counselling at the Drop – in Centres
Train volunteer counsellors
Raise awareness of children’s rights & issues of child abuse
Complete follow-up home visits on all reports of child abuse and follow case management approach
Evidence based research to inform National Programming

3. Situation of Children in Zimbabwe
1 in every 4 children is an orphan
5000 children live in institutions
12,000 children are living and working on the streets
48,223 child headed households, housing 102,233 children
165,000 children are living with HIV and AIDS
Police report a 42% increase in juvenile rape
The Department of Social Welfare was operating at 56% capacity in 2005
Total Population: 12 million (approx.)
5,631,274 children in Zimbabwe (census, 2002)
References;
(Jan ’09, UNICEF)
DSW 2009
(Dept of Social Welfare 2007)
(GoZ , UNICEF National Strategic PLAN for the Education of Girls, OVC )
(Zimbabwe National HIV and AIDS Estimates, 2003 (Min of Health and Child Welfare, Centre for Disease Control and UNAIDS 2003)
(Victim Friendly Unit of ZRP, Feb ’08)
(DSS Audit)

4. Situation at Childline Zimbabwe
Currently receiving on average 90,000 calls per month
On average 3000 new cases are reported every month
5% of calls are actual cases
Challenge with mobile phone networks and connectivity
One network operator has over 7 million subscribers
Others have 2 million between them and services are not good
Mobile phone and Internet company have joint and are supporting Childline with Internet and Support

6. Types of Abuse – Disaggregated into Gender

8. How does Childline Zimbabwe Respond?
Work in partnership with Zimbabwean Government, Department of Social Services and the Zimbabwe Republic Police – Victim Friendly Unit and other partners in Child Protection Network such as Plan International and UNICEF
Supported by a system of Community Volunteers and Child Protection Committees at District, Ward and Village level – Case Incentive scheme
Case Management approach, recently developed and at early stages of implementation

9. How Does Childline Zimbabwe Respond:
Team of 120 trained Helpline Volunteers that work three different shifts 24 hours a day (paid per shift)
Team of 200 trained Community Volunteers (monthly stipend for transport)
Rigorous screening, training and recruitment process with bi-annual refresher training and mentorship and incentive program
Team of 18 Social Workers supporting volunteers
Outreach, Awareness & Advocacy Team
Monitoring and Evaluation Team
All volunteers and Social Workers work in partnership with DSS representative in the specific area

10. Partnership with Department of Social Services (DSS)
DSS Monitoring of Childline’s provision of Case Management services on the cases that Childline is responsible for
All cases Childline receives are shared with DSS to ensure accurate and efficient follow up
Joint follow up visits are conducted with shared resources and skills (vehicle, fuel) – Cost share approach
Referral protocol with partners, giving the child and family holistic services (health, education, cash transfer, legal services, family support, parenting) – pooling resources – works well
Follow up support through effective Case Management Service and case incentives

11. Outreach and Response
Partnership with Plan International in all sites where Plan operate, allowing Childline and DSS to effectively operate in remote areas
Partnership with small community based groups and other organisations – pooling resources and skills
Partnership with local community, including training and support of Community Child Protection Committees, Teachers, Nurses, Police and more
Areas where Childline cannot reach DSS responds and areas where Childline and DSS cannot reach other partners respond

12. Tsholotsho Kwekwe Gweru Chiredzi Chipinge Mutare Mutasa Mutoko Gweru
Hurungwe
Mbire
Centenary
Guruve
Rushinga
Mt Darwin
Kariba
UMP
Mudzi
Shamva
Mazowe
Bindura
Makonde
Mutoko
Gokwe North
Zvimba
Murehwa
Harare Urban
Goromonzi
Binga
Chegutu
Sanyati
Seke
Nyanga
Gokwe South
Kadoma Urban
Marondera
Makoni
Mhondoro Ngexi
Hwange
Hwedza
Mutasa
Lupane
Kwekwe
Nkayi
Chikomba
Mutare Urban
Chirumhanzu
Mutare
Gweru
Buhera
Bubi
Tsholotsho
Shurugwi
Gutu
Tsholotsho
Umguza
Chimanimani
Kwekwe
Bulawayo Urban
Insiza
Bikita
Zvishavane
Mavingo
Bulilima
Umzingwane
Chipinge
Gweru
Chivi
Zaka
Chiredzi
Mberengwa
Mangwe
Matobo
Chipinge
Gwanda
Mwenezi
Mutare
Chiredz\i
Mutasa
Beitbridge
Mutoko

13. Results
Providing responsive psychosocial support services to 3,000 children every year affected by violence, abuse, exploitation and neglect.
Increased rate of reporting due to improved access to reporting mechanisms, available 24 hours a day for 30,000 children every year affected by violence, abuse, exploitation and neglect.
Evident strengthening of the broader community in 22 districts across Zimbabwe and thus the protective environment to support the care interventions and response services for children affected by violence, abuse and neglect.

14. Results Responded to over 4000 cases between January & Sept 2012
Childline well known for Child Protection services
Increased calls on the Helpline = improved ICT Services and understanding from donors on need of ICT (however minimal)
Community taking ownership, responsibility and pride in their communities and children
Childline contributes to extensive research and evidence based programming that is reflective of children’s needs

15. Challenges
HELPLINE:
Receiving 90,000 calls per month and have the capacity to only respond to 35%
Closure of cases on the Helpline meaning reduction in cost
Lack of ICT development (hardware and software) to keep up with global trends
ADVOCACY &AWARENESS
Awareness Raising and the positive impact on prevention, knowledge and awareness which reduces frequency of cases
Demands by community for awareness campaigns i.e. Schools heads, DA, seed distribution, DAC, FBO’s - no budget for this
CASE MANAGEMENT & FOLLOW UPS
Sensitatisation of Case Management approach with partners and stakeholders, would result in more successful referrals and case closures
‘Country wide Follow Ups’ cases from Sept 2011 to date – how to respond to children who are calling out of the funded areas
Children losing faith in our service and our partnership with DSS

16. Solutions
DSS to sit on our helpline to ensure quicker case response and closure – Currently working on this
Shifting of Helpline onto electronic record keeping system in all sites
Expand helpline services to cope with demand ICT equipment and software support
SMS/web based counseling platform to cater more for disabled children
Community sensitisation in Case Management Approach
Increased Awareness campaigns and sensitisation on Positive Parenting
Strengthen partner capacity to provide referral services
Advocate for research with UNICEF/CCORE Impact of Helpline – Preventing, Responding, Advocacy tool
Improvement of ICT systems
More information sharing on Cash Transfers and BEAM to complement the PSS being provided Childline

17. THANK YOU ; TINOTENDA; SIYABONGA; OBRIGADO; MERCI

18. Any questions?