1166: Answering Pakistan’s Call for Health

Islamabad, Pakistan: Agents sit in rows, wearing headsets, their eyes moving quickly between their screens and the flashing call alerts. New calls keep coming in, one after another. A constant sound of voices fills the room, some worried, some calm, some in need of reassurance.

In the middle of the busy room, one familiar line opens every call:
“As-salamu alaykum, What guidance would you like from the Sehat Tahaffuz Helpline?”

From the outside, it looks like any other call centre. But inside, it is much more than that. Established in November 2019 under the Ministry of National Health Services, Regulations & Coordination and the Federal Directorate of Immunization (FDI), Sehat Tahaffuz-1166 connects families with expert guidance, helping them navigate immunization schedules, understand vaccines, and get answers during health emergencies like COVID-19. In February 2020, the number became toll-free, providing nationwide access to COVID-19 information.

Many families in Pakistan struggle to get reliable information about vaccines. Rumours about infertility, COVID-19, or HPV creates fear. Parents often don’t know when or where to vaccinate their children, and families with chronically ill children face even more uncertainty. During the pandemic, panic grew, hospitals were feared, and misinformation spread faster than the virus itself.

That’s where Sehat Tahaffuz-1166 comes in. The helpline gives families accurate, government-approved information on COVID-19, polio, routine immunization, and other priority health concerns. Parents receive guidance on vaccination schedules, vaccine safety, myth-busting, and rumors, are referred to the right vaccination centers, and empowered to make safe, informed decisions, supporting improved vaccine uptake across Pakistan.

Complex cases, such as children with chronic illnesses or unusual symptoms, are escalated to trained doctors. The Federal Ministry of Health and UNICEF provide agents specialized training in communication strategies to address public health concerns effectively, with support from Gavi, the Vaccine Alliance.

One of these agents is Kamran, he joined the helpline in March 2020, right as COVID-19 hit. He guided scared and confused parents on vaccinations, hospital visits, and isolation, answering calls filled with fear, anger, or tears. One father, desperate for help for his severely ill child, received step-by-step guidance from Kamran, a call that left a lasting impact on both. Today, as Team Coach, Kamran oversees 13–14 agents, monitors calls, tracks complaints, and ensures families get accurate, trusted information.

Guiding the agents and keeping the helpline running smoothly is Huma, the manager of Sehat Tahaffuz-1166. From the early days, she navigated the chaos of the COVID-19 pandemic, vaccine rollouts, and a public desperate for reliable information. She transformed a conference hall into a temporary 100-seat call centre, coordinated rapid response teams, and monitored live dashboards tracking complaints, vaccination status, and urgent medical cases.

At the peak of the pandemic, 104 staff, including 80 call agents, 16 operational/IT staff, 7 doctors, and the Call Centre Manager, were supported thanks to Gavi, ensuring the helpline could respond to the surge in calls effectively.

Under her leadership, the helpline grew from a polio-focused service to a nationwide lifeline supporting COVID-19, HPV vaccination, disease surveillance, and multiple health programmes. She ensured agents received training, knew how to handle sensitive calls, and could escalate complex cases to doctors in real time. Every message shared with parents is pre-approved and accurate.

To provide expert guidance for complicated cases, Huma’s team works closely with doctors on the floor, ready to step in whenever needed. Among them are Dr. Safina, who was once a caller herself seeking guidance in a remote area and was inspired to join 1166 as a Medical Officer, and Dr. Aamir Sohail, whose pediatric expertise guides parents through complex medical concerns. Together, they ensure families always receive professional, safe medical advice.

“I know what it feels like to be worried and not know what to do,” says Dr. Safina. “Now I can guide parents, calm their fears, and protect children. It’s more than a job, it’s giving back the help I once received.”

From its launch in 2019 until December 2025, Sehat Tahaffuz-1166 has received approximately 27 million calls. Around 13 million calls were related to COVID-19, including questions about the disease, vaccines, registration, and vaccination certificates. During the government’s Expanded Programme for Immunization campaigns, the helpline handled over 2.5 million calls related to HPV, measles-rubella, and tetanus conjugate vaccines, while 3.5 million calls related to polio. Over 18 million calls covered other priority government initiatives such as cardiopulmonary resuscitation, volunteer registration, mental health, influenza-like illnesses, and monkey pox.

Thanks to the dedication of agents like Kamran, the leadership of Huma, and the expertise of doctors, Sehat Tahaffuz-1166 has become more than a call centre, it is a lifeline for families across Pakistan. Each call represents trust, guidance, and reassurance, reaching parents in remote villages, urban centres, and everywhere in between. 

Over six years, the helpline has answered millions of questions, strengthened vaccine confidence, and supported communities through challenging times. With support from Gavi, UNICEF and the Government of Pakistan, Sehat Tahaffuz-1166 ensures every parent receives guidance, every child is protected, and every caller finds someone to listen, guide, and care.