1. HARNESSING ICT IN CHILD PROTECTION

2. About Me.. Florence Chileshe Nkhuwa Co-founder & CEO at LifeLine Childline Zambia 20 years experience in child protection services Talking about the use of technology in 116 Childline

3. Acknowledgements

4. About LifeLine Childline Zambia 933 Gender Based Violence Helpline Introduced in 2003 Toll-free counselling 24/7/365 Focus on population > 18 years Focus on phone calls only 116 Childline Introduced in 2011 Toll-free counselling 24/7/365 Focus on children < 18 years Embracing new technologies

5. Early ICT use at 116 Childline Use of fixed telephone line services Difficulties: Lack of facilities restricting access Difficult to capture and store data Slow network speed reducing service efficiency Low volume of intervention cases

6. How do we do it today? Embracing New Technologies Including: Voice Calls SMS Chat Online Chat Aunt Flo Blog Email Social Media – Facebook, Twitter etc CRM (Client Relationship Management)

8. Results of Technological Expansion Increased call traffic on all networks Penetrated new areas such as rural areas. It became easy to get and store new data. It made our operations efficient and effective. It enabled us to reach out to all categories of people even the disabled through such technology as SMS etc.

9. Annual Call Traffic 31% Increase 23% Increase

10. Key areas of focus moving forward Funding restrictions Human resource restrictions High costs of communication equipment Continue to work with the Regulator Increase child awareness of the different contact platforms

11. Pipeline technological projects Increased use of social media Continue to use radio and television advertising Tackling cyber bullying in partnership with ZICTA & UNICEF SMS donations in partnership with major phone networks Use of online advertising through Google AdWords Grant programme

12. Why should start up helplines use technology? Technology is rapidly growing in communities Improve research and data management Promote programme communications and delivery Telecom partnerships

13. Summary Start small and keep up to date with new technology Invest in partnerships Manage your data Raise awareness Illustrate positive impact of work on stakeholders.

14. Thank you for listening! Any Questions?