Yesterday evening, we had the privilege of welcoming a team from UNICEF's country, regional, and global offices to our headquarter offices in Dar-es-salaam. This visit was not just a routine check-in; it marked a milestone in our ongoing partnership, which began in 2013. Together, we reflected on the progress of the National Child Helpline and explored new opportunities to enhance child protection efforts across Tanzania.
The roots of our collaboration with UNICEF can be traced back to a 2011 national survey on Violence Against Children (VAC) in Tanzania, commissioned by UNICEF and conducted by MUHAS in partnership with / and technical support from the CDC. The survey revealed a startling truth: while children were aware of the violence and abuse they were subjected to many were reluctant to report it due to concerns about confidentiality. This insight sparked the creation of the National Child Helpline, designed to provide a confidential, safe space for children to report abuse and seek help.
From humble beginnings handling just over 100 calls a day, the Helpline has since grown into a vital national service, now receiving up to 10,000 calls daily. On average, 100 cases of violence against children are referred to appropriate services each day, a testament to the necessity and impact of the service in safeguarding Tanzania's children.
During the visit, the UNICEF team engaged with several of our staff to gain a deeper understanding of how the Helpline operates in collaboration with available child protection systems including social welfare, police and other front line service providers. These critical partnerships have made the Helpline a lifeline for thousands of children across the country, acting as a bridge between abused children and essential services.
A central part of the visit involved a series of insightful questions from the UNICEF representatives, aimed at better understanding the Helpline’s challenges and successes. One key question focused on the centralization of Helpline operations and whether this posed challenges for children in remote areas.
In response, our Chief Executive explained:
"Centralization is actually one of our strengths. It allows us to provide efficient, high-quality service across the country, ensuring that every call is handled with the necessary urgency, regardless of the caller’s location. By focusing our resources in a single hub, we can also streamline communication with local authorities and social welfare officers, enhancing our ability to respond quickly and effectively to cases of child abuse."
Another important question was about the supervision process for calls. Our team highlighted the fact that each of the three daily shifts is led by a team leader or supervisor, ensuring the smooth operation of all services. Debriefing sessions are held at the end of each shift to discuss any challenges, share insights, and ensure that the Helpline maintains the highest standards of service quality.
Perhaps one of the most sensitive topics raised was how the Helpline deals with cases where children choose not to disclose their names or identities. Our suicide prevention specialist explained that we prioritize confidentiality and the safety of every child who calls.
She said ‘’If a child wishes to remain anonymous, we don’t pressure them for personal details. Instead, we focus on gathering critical information such as their location, so that we can provide the necessary support without compromising their trust. Our goal is always to act in the best interests of the child, even when they choose not to reveal their identity."
These exchanges show the depth of our commitment to protecting Tanzania’s children. By continuously refining our processes and addressing challenges head-on, we’ve built a system that not only responds to abuse but also creates a sense of trust, encouraging more children to seek help.
The partnership between C-Sema and UNICEF has been instrumental in the Helpline’s growth and success. Together, we’ve expanded access to confidential reporting services ensuring that the voices of vulnerable children in need of care and protection are heard and acted upon with care and urgency.
As we move forward, we are excited to continue building on this collaboration, working hand in hand to ensure that every child in Tanzania has access to the protection and support they need to lead safe, healthy lives.
Prepared by C-Sema's Communications Team.