A phone call away from solutions and support

In Sudan, UNICEF has set up its first ever call centre in Port Sudan to provide secure feedback channels for communities benefiting from its programmes.

The call centre receives as many as 90 in-bound calls a day. In partnership with mobile operation companies, all calls directed to the centre are toll free which ensures everyone has an opportunity to submit complaints but most importantly receive feedback from the teams.

On an ordinary day, it is a beehive activity at the centre with the telephones reverberating all day. From as early as 9:00 a.m. to as late as 5:00 p.m. the relentless ringing tone of telephones echoes through the bustling room.

At the heart of the call centre is a group of call operators. As each call comes through, they spring into action, their voices filled with confidence and professionalism. They pick up the calls, their words flowing forth with practiced ease. They have been trained by UNICEF and available to always serve the public. 

“This is UNICEF Sudan call centre. How can I help you?” one after the other, the teams echo. 

Boosting UNICEF’s accountability for affected populations (AAP)

UNICEF is committed to putting people we serve, including children, women, and the most vulnerable people, at the centre of its work. This means they can participate in the decisions that affect their lives, are properly informed and consulted, share opinions and have their views acted upon.

Sensitizing communities on UNICEF’s feedback mechanism

To ensure awareness of communities on UNICEF’s feedback and reporting mechanism, UNICEF and partners work hard to sensitize communities.

Throughout the Mother and Child Cash Transfer Plus (MCCT+) programme’s payment cycle, UNICEF placed a dedicated helpdesk to promote the call centre and accountability of UNICEF in helping mothers resolve any issues. Communication materials such as posters and leaflets were widely distributed in primary healthcare facilities – the heart of the MCCT+ programme.

Within a mere two weeks after its launch, the call centre has received over 1,700 calls. Each call represents continued trust in UNICEF.

Providing the right information and services

Hadeel is one of the operators at the UNICEF call centre. Only a week ago, she received a desperate call from a mother registered on UNICEF’s Mother and Child Cash Transfer Plus programme. 

“The mother sounded desperate, explaining that she couldn’t receive any payment at the distribution site. For many mothers, these payments are a lifeline," says Hadeel.

Complaints around UNICEF’s Mother and Child Cash Transfer Plus programme account for about 80 per cent of all in-bound calls at the centre. Having gone through extensive training by UNICEF, operators such as Hadeel are experienced with UNICEF programme interventions.

During the call, Hadeel patiently listened and later explained to the mother what was needed to receive payment. She would later discover that mother had incomplete documentation to support the payment. A few days later, Hadeel received a thank-you message from the mother. Her patience and hard work won the team compliments and trust from the communities.

"I take great pride in my work. When mothers express their gratitude, it's not just for me, but for us all including UNICEF, partners, and donors who support our programmes," shares Hadeel.

Receiving feedback and complaints

The call centre also receives feedback and complaints regarding the services UNICEF provides. Razan, another operator, shares an example: 

“We received a case from a mother of twins regarding cash grants. She had received support for only one child at the primary healthcare centre.”

With guidance from UNICEF, the case was successfully closed with the mother receiving two entitlements for her twins as entitled under the programme. 

Through the call centre, communities now have a channel to submit complaints and receive timely feedback which remains critical to delivery of UNICEF programmes especially during emergencies.

Displaced and committed to humanity

Anas, an experienced operator at the UNICEF call centre, has a unique perspective. Prior to joining, he was an operator for the Sudan Family Support Programme in Khartoum. Now displaced after fleeing the war that started in mid-April, Anas currently resides in Port Sudan.

Having experienced immense hardship during the journey to Port Sudan, he finds solace and resilience at the centre. "I take pride in my work as I continue to support families in Sudan," shares Anas. 

"Sometimes people call to share their stories. I feel their pain and am glad that I am able to refer them to the appropriate services."

The call centre remains a safe space where UNICEF receives complaints and feedback from population we serve across the country. UNICEF is working with partners to integrate and mainstream AAP in everything we do for the children and families in Sudan.