Childline Biennial Report 2009/2010

6 11 The call with a difference Our Vision A society where every is heard, their rights and dignity upheld at all times.

Our Mission To promote child rights and enhance child protection by delivering quality services through ICT innovations

Our Core Values Commitment

Courage of conviction

Integrity

Reliability and Action

Competence Board members

George Okado Fr. Sebastian Chirayath Japheth Njenga Teresa Omondi (ICT Policy Centre) Chairperson, (Don Bosco Boys) Member, (Shangilia Mtoto wa Africa), Convener, (GVRC/Transparency International) 2008 - 2010 Finance Committee Finance Committee 2010 Convener, Programmes Committee 2008 - 2010 2009 - 2010

Carolyne Nalianya Irene Nyamu Zipporah Muhoro Wangechi Kioi (World Vision) Member, (Childline Kenya Executive Director) (Goal-Kenya/FHI) Member, Finance (Plan Kenya/GVRC) Convener, Programmes Committee 2009 - 2010 Secretary to the board 2008 - 2010 Committee and Convener, HR Committee Finance Committee & Program Committee 2008-2009 2008 - 2009 Acronyms ICT - Information, Communication and Technology IOM - International Organization for Migration UNICEF - United Nations Children’s Fund CLK - Childline Kenya CHI - Childline Helpline International NGO - Non-Governmental Organization USD - United States Dollar MFA - Ministry of Foreign Affairs (Finland) VAC - Violence Against Children DCO - District Children Officer CSO - Civil Society Organization CDF - Constituency Develoment Fund DEO - District Education Officer GOK - Government of Kenya PCO - Provincial Children Officer PS - Permanent Secretary SMS - Short Message Service FGM - Female Genital Mutilation Table of Contents

Board of Directors Chairman’s statement 4 Message from the Executive Director 5 Executive Summary 6 Chapter 1: Breaking the Silence 8 1.1 The Helpline Outcomes in 2009 and 2010 9

1.2 Upgrading the National Child Helpline call centre 17

1.3 Eldoret and Garissa Helpline Call Centres 18

1.4 Helpline case studies 19

Chapter 2: Outreach and Field Services 21 2.1 Promoting child rights & safety through community education 21

2.2 Reaching more children through the Speak Out-Boxes Initiative 22

2.3 The global perspective: Child Helpline International events, meetings and conferences 23

Chapter 3: Child participation 24 3.1 Child safety conferences in 2009 and 2010 24

3.2 Sporting Activities 24

3.3 Child Ambassador program 25

Chapter 4: Organizational development 26 4.1 The Childline Kenya Team (Organogram) 26

4.2 Staff and Volunteer Counselors’ development 27

4.3 Recognition of efforts: Childline Kenya wins STARS Award 27

4.4 Financial Summary 28

4.5 Looking Ahead 2011-2012 28 Childline Kenya

George Okado

Chairman’s Statement

n 27 August 2010, Kenya promulgated into law a To enhanced child protection services the organization Onew Constitution. In relation with international will endeavor to develop and strengthen service delivery to children’s rights, the new Constitution establishes in children not only through the helpline 116 but also through Kenyan law internationally acclaimed principles on other technological innovations through which children the rights of children, such as best interests of the child can reach out for support to protect and promote their which is now to be paramount in every matter concerning rights. The helpline experienced technological challenges children. at the beginning but has since upgraded the call centre to meet international standards by partnering with a private Childline Kenya Board’s commitment and long term BPO-Techno Brain Ltd. This has led to efficiency of calls. focus is to steer the organization towards ensuring not only access to the helpline service by the public but Childline Kenya aims at building long-term alliances, also quality service to all the children/adults calling for networks and partnerships locally, nationally and at the assistance and information. The helpline has well trained international level that will support its function to deliver counselors capable of handling all the cases received at sufficient and quality service to the children in accordance the helpline and is well staffed to see an effective working with our vision. Our partners see CLK as a key entry point environment. Efforts are geared at making the helpline a and referral point in child protection. Childline Kenya central child protection system at the national level and to has established regional call centres in other parts of the have Childline Kenya and helpline 116 as the regional and country (Eldoret and Garissa) which has extended child indeed the worldwide role model. protection services to the regions. For effective promotion of child rights and child participation In 2009, drought was experienced in the country and Childline Kenya will as much as possible and where inflation increased by a huge percentage leading to high necessary involve children in planning, implementation food and fuel costs and general living costs. This was a and monitoring of programmes and activities that will difficult period for CLK and the helpline. Due to the promote the child rights. Based on the data gathered at economic meltdown experienced in Europe and the US in the helpline, the organization will partner with learning 2009, funding went down and caused a financial constraint institutions to contribute to the body of knowledge in to the organization. The donor funding was a total of child protection and influence policy and practice in child Ksh 37,277,698 in 2008-2009 and Ksh 37,455,862 protection by involving them in research documentation in 2009-2010. Childline Kenya is looking forward to and dissemination of research findings to key stakeholders. receiving more and sustainable funding in 2011 so as to give financial security to the organization to continue Eventually the goal is to see institutional development serving the children of this country. In 2011, Childline and growth of Childline Kenya to become a recognized Kenya is looking forward to diversifying its services by authority on child protection in Kenya. This will involve enhancing child online safety and implementing SMS/ capacity enhancement of staff and development of the online counseling in addition to telephone services. These board as well as organizational policies and procedures. projects will see more children access the helpline. CLK will use ICT and media to promote child rights and Following a successful implementation of its operational Child protection in its work. This means that Childline plans, CLK has evaluated performance and over the next Kenya will continuously keep up with technological three years, will focus on six key strategic areas: advances and use them for social development.

4 Biennial Report. 2009 - 2010

Irene Nyamu Message from the Executive Director

ince establishment and launch of the first ever 24 hour support, and made visits to the schools or homes of the Schild helpline in Kenya in 2006, Childline Kenya has affected children. A further 13,805 cases were referred become a recognized voice in the promotion of Children’s to the government and 5,090 to civil society partners in rights, providing children with a unique opportunity to the two years. As demonstrated by the number of cases be heard and linking them to vital and coordinated child handled, the helpline is saving lives of numerous children protection services at affordable costs. and making a difference in the lives of thousands.

As part of its strategic growth and programme expansion The organization has also seen a significant growth in its plan in 2008, CLK entered into a 5 year partnership other programmes that include Research and Advocacy, arrangement with the Government of Kenya represented Child Empowerment, and Organisational Development. by the Department of Children Services in the Ministry of Childline Kenya will strive to ensure that its programmes Gender, Children and Social Development. The partnership remain responsive to the demands of children using saw Childline Kenya’s most significant contribution to the Information, Communication and Technology (ICT) child protection sector, the 24 hours child helpline scaled which drives our mission of delivering innovative ICT up to national level on a short code platform of 116. The solutions for child protection. helpline is now hosted at the Department of Children Services premises. Children officers together with our Our work would not have been possible without the support valued referral partners for legal aid, shelter, medical/ of our partners, the media, community groups, donors, health care form the backbone of the helpline referral the board, staff and volunteers. I therefore would like to structure nationwide. It is this elaborate referral system sincerely thank our donors and supporters in 2009/2010: that is ensuring that all children in the country have access Plan International Inc (Kenya, Netherlands and Finland to basic support when faced with difficult moments in Offices in partnership with Nokia); International their lives, granting them an opporuntity to grow up in Organization for Migration (IOM), UNICEF (Kenya), an environment that is free from violence. and World Vision (Kenya and Finland) and Rockefeller Foundation. I also wish to sincerely thank CLK members, The child helpline 116 Call Center is the epicenter of the Board of Childline Kenya, all Childline Kenya Childline Kenya’s work and informs most of the other staff and volunteers for their hard work and invaluable programs. Between January 2009 and December 2010, contributions. Your support has made Childline Kenya the helpline 116 received 642,886 calls from children accomplish its work with remarkable results. We hope to in need of care and protection nationwide. The helpline continue the collaborations in the future. effectively responded to 97,551 of the calls directly either by providing information to the callers, counselling Thank you!

5 Childline Kenya

Executive Summary

In the last two years, Childline Kenya (CLK) has experienced tremendous growth both in terms of its programmes expansion as well as organizational capacity. In the four chapters of this report, the growth and success of CLK through its projects and partnerships is presented. From a small team of 15 volunteers and 2 full time staff in 2006, today Childline Kenya has four departments; namely: the Helpline 116 Call Centre; Finance and Administration, Programmes-Field Services; and a well resourced but small Information and Technology (IT) support unit. The helpline 116 now boasts of close to 50 counselors, three government children officers seconded to the helpline on a full time basis, and CLK now has 14 full time staff. This growth has been driven by demand for services by children, parents, partners and the general public. The team members are inspired by our mission to deliver child protection services to all children using ICT innovations and our core values which include commitment, courage of conviction, integrity; reliability and competence in performing our duty. So we serve with passion, believing that every child deserves a dignified life free from abuse and violence.

It is for this reason that Childline Kenya, through its donors invested close to US $ 1,588,421 between 2009 and 2010 in its child protection work through 5 projects implemented over that period. The projects are:

• Increased access to Child protection Services in Kenya with support from Nokia and Plan International • Enhancing Child Protection through the National Child Helpline116 in North Rift with World Vision International • The Establishment of a Child Helpline Call Centre in Garissa to Support the Campaign against human trafficking and Child protection Services supported by International Organization of Migration • Strengthening The National Child Helpline 116 for Enhanced Child Protection in Kenya Funded by UNICEF Kenya, (with funds from Italian Cooperation) • ICT for Child Protection: Enhancing effectiveness of the National Helpline 116 to deliver quality services to Kenyan children funded by Rockefeller Foundation (call centre upgrading project) • Fighting Violence to ensure Education for All, implemented jointly with Plan Kenya, Plan Netherlands together with five (5) other Dutch child rights network members.

This report provides a summary of what the five projects entailed the outcomes and to some extent the results that have been realized from the implementation so far. There is a lot of emphasis that has been put in reporting the outcomes of the helpline 116 because the National Helpline 116 is core to CLK’s work, serving as the entry point for children to access support and to be heard, where one phone call makes all the difference. The helpline 116 data also gives meaning to other programs that CLK runs such as advocacy, research and field services (community education) and also informs stakeholders in the child protection sector for more responsive programming especially by the Department of Children Services. Between 2009 and 2010, the helpline received 642,886 calls from children and adults across the country. Children call to report abuse, receive counseling and information, and discuss challenges in their daily lives such as peer pressure, drug and , difficult relationships with peers and parents, their future career options; alternative shelter for those abused at home and where to get specific services for youth and young persons as examples. The support services afforded to all callers are provided first directly by the counselors and second, through the network of government agencies, local and international non- governmental organizations who make their resources and expertise available to the helpline team.

6 Biennial Report. 2009 - 2010

The demand for the services has been steadily growing and efforts have been made to establish additional Call Centres in North Eastern (Garissa) and North Rift (Eldoret) regions. This was a move to decongest the National Call Centre and also take services closer to the children. This also means that CLK had to develop strategic partnerships with other stakeholders to ensure quality services and supportive policies are in place. In 2009/2010 new partnerships with Teachers Serve Commission, The Kenya Police, private Information and Technology firm-Ken-Tech Data Limited, ICT Board, Communication Commission of Kenya and the Ministry of Information and Communication were forged. These partnerships saw Zain become part of the 116 service providers after almost 3 years of lobbying and discussions, and the upgrade of the National helpline call centre from analog to digital technology with support from Ken-Tech Data. Childline Kenya is now able to attend to clients more effectively, having increased the number of counselors per shift, trained them on new skills, and using modern ICT equipment. The three Call Centres will be interlinked making it easy to respond quickly, process and relay information on cases, and forward calls with ease via VOIP due to fiber optic connectivity.

Childline values participation of partners and children in its project implementation. For instance, together with full and associate members (who have included Plan International; SOS Children’s Villages Kenya; Goal Kenya; Kenya Alliance for the Advancement of Children’s Rights; RESCOU, Gender Violence Recovery Centre, APHIA-2; World Vision; ICT Policy Centre and the National Council for Children Services held the first and second Child Safety Conference in 2009 and 2010. A total of 198 children attended from different provinces in Kenya. The children had an opportunity to give feedback about the helpline 116 and come up with practical solutions to tackle abuse and violence in Kenya. Children are also an integral part of our campaigns (e.g kick out through sports) and community education sessions through the child ambassador’s initiative which mentors and shapes children into influencing positive behaviors among colleagues. We have first hand experience that children will learn easily from peers, and when empowered with skills and knowledge, they can take a lead in making decisions, disseminate the right information, signal abuse at an early stage, influence behavior and also become good models as peer educators. This engagement makes children feel valued. Some of the recommendations from children and their experiences in participation are summarized in this report.

Childline believes in building the capacity of professionals involved in child protection work at the national level, especially children officers and teachers who have firsthand experience and directly working with children and also other officers from Government Ministries (Health, Education etc) who directly or indirectly are actively engaged in service provision. The government of Kenya has in the recent past facilitated the adoption of the new constitution which recognizes the rights of children as an integral part of governance. This puts CLK in a strategic position to champion for the rights of children and thereby continue giving a voice to children to speak out, and participate in making decisions on matters related to their wellbeing in this country.

At the global level, Childline remains an active member of the Child Helpline International (CHI) network, which gives a voice to millions of children around the world using various means of communication. Childline took part in the fifth Consultative Forum in Madrid, Spain where members from close to 200 countries converged for the network exchange of experiences and knowledge on new technologies and approaches to child protection. Through the CHI network, Childline Kenya has benefitted from global advocacy leading to 116 prioritization and the recognition of child helplines as a recognized strategy to fight violence by the UN Study on Violence against children in 2007 (Recommendation no: 8).

Finally, even though funding is always a challenge for most local NGOs, Childline Kenya was fortunate to receive support from a sizeable donor group of five institutions and non-cash support from the Department of Children Services in the form of personnel, office space and some of the case referral follow up costs. The last section of this report gives a summary of CLK financials as well as the future plans of Childline. The organization remains indebted to our donors who included Plan Finland (Nokia & Ministry of Foreign Affairs), World Vision Kenya/Finland, UNICEF (Kenya) and the International Organization for Migration, Plan Netherlands, and Rockefeller Foundation.

7 Childline Kenya

Chapter 1: Breaking the Silence

Introduction

housands of distress calls are received through the helpline 116 from children and adults who choose to break the Tsilence on child abuse. In Kenya today violence against children is indiscriminate. Much of the abuse that was initially associated with girls, for instance sexual abuse is now increasingly being manifested in boys as well. Now, both boys and girls at all stages of development have been rendered equally vulnerable. For this reason, Childline Kenya targets every child who is in need of care, support and protection. Through the helpline Childline Kenya links children to essential services which include; rescue, counseling, safe shelter, health, education as well as disseminating valuable information on child rights, child abuse and protection, then follow-up of those cases to ensure quality services are rendered and that children eventually access safety for healthy growth and development. The services are free, and where costs have to be incurred, it is at very subsidized costs by CLK and its partners.

The organization has over 60 professionals in the areas of social work, child psychology, counseling psychology, IT and education. The staff and volunteers are motivated and ready to support children around the clock. They apply a holistic approach to prevention and management of abuse while working closely with a wide range of partners, making the helpline services very popular among Kenyan children, and winning the organization the 2010 STARS Impact Award for child protection work.

The number of beneficiaries in all four CLK programmes has grown steadily over the last 4 years, from a small scale helpline to a national service serving the population of close to 17 million below the age of 18 years in the country. The new scope has challenged the organization to conceptualize alternative and creative approaches to mitigate against child abuse in Kenya. In 2009 and 2010, the organization implemented six (6) projects two of which were multi-year and the others were short term projects covering a period of between 6- 12 months. The main activities included the continuous provision of 24 hours child protection services through the national child helpline 116; child rights promotion and awareness campaigns using various media; child empowerment initiatives including children’s conferences and sports tournaments; the establishment of two new helpline centres in Garissa in Northern Kenya and Eldoret, in Rift Valley; upgrading of the main call centre to increase efficiency and capacity; advocacy and research.

All Childline Kenya projects are implemented using a participatory and partnership approach. The 6 projects in 2009- 2010 were funded by

• Nokia and Plan International (Finland) • World Vision International ( North Rift Valley ) • International Organization of Migration (Northern Kenya) • UNICEF (Kenya) with funds from Italian Cooperation) • Rockefeller Foundation (Helpline upgrading project) • Plan International (Netherlands)

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