The Single Window dubbed: “Help
Line of Hope” which is the first of kind in the country would give hope to
people by offering a full range of high-volume, inbound or outbound call
handling services, including; citizens support, multilingual customer support,
interactive voice response and web-based services.
It comprises a Unified Case
Management System that would provide a single platform for citizens to log and
monitor grievances as well as disseminate relevant information and join
different types of communications such as Mobile, SMS, Email and Website to
register, track, and resolve grievances by channelling them to relevant
programmes or agencies.
The ‘Help Line of Hope’ to the
Call Centre is 0800 800 800 and 0800 900 900 and qualified SP trainees would be
on hand to lodge your complaints.”
Ms Otiko Afisa Djaba, the
Minister for Gender, Children and Social Protection, said it was a dream come
true, since the ministry’s mandate was to promote the welfare and rights of
children, the vulnerable, persons with disability and the excluded.
She said it was a great
opportunity for people who were suffering in silence to now come out boldly to
report all forms of abuses meted out to them.
Ms Djaba said females were the
worst affected when it comes to matters of gender based violence and women were
the most affected victims of Female Genital Mutilation, defilement, rape, child
marriage, child prostitution, negative widowhood rites and allegations of
witchcraft.
She said the rationale for the
single window entry system was to serve as a clear entry point for citizens who
require SP services, simplify administrative processes and procedures and reduce time and cost of service provision.
“It is also to improve quality of
service provided to citizens and beneficiaries, increase transparency and
accountability in the operations of SP services and provide and independent
complaints collection mechanism and monitoring to ensure that SP programmes
adhere to its rules and procedures”.
She reminded all stakeholders
that, it would take concerted efforts on the part of all to push the agenda
forward to strengthen the referral systems in Ghana, where the poor could have
access to social services without much difficulty as the nation has the
responsibility to provide for those people.
Her Ladyship Sophia Akuffo, the
Chief Justice said the call centre would guide victims of abuses to know their
rights and to access justice and will put a smile on the faces of abuse
victims.
She said victims through the call
centre would find remedies of justice and judiciary support and this reinforces
the ministry’s mandate as one of their core values.
The Chief Justice said it was a
groundbreaking initiative for social development and urged the media to help
make the centre a tool for education and educate the public on its
importance, and the impact it would make
on the lives of the abuse victims and the vulnerable .
Mr Bright Wireko Brobbey, a
deputy Minister of Employment and Labour Relations, who chaired the launch,
said the most important aspect of the initiative was the follow up of complaints
lodged at the centre and urged the recipients to be warm and friendly in
receiving complaints from victims.
He said there was the need for
more awareness creation and sensitisation and education of the initiative to
take it down to the grassroots, where most of the abuses were meted out to
victims and called on Ghanaians to stop triggering the call lines for jokes but
rather make good use of it for its intended purpose.
GNA
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