CHILDLINE 1098 Service »1098 Tele Helpline Model » CHILDLINE in Action
As a phone number that spells hope for millions of children across India, any call coming into a CHILDLINE centre is attended to by the CHILDLINE teams. This ensures that the calls coming in are attended to, all 24 hours at the phone-receiving centre. Depending on the nature of the call, be it by a child or an adult, the team member responds to it effectively and it could be by going to meet with the child first and then linking him or her to medical help, shelter, repatriation, rescue from abuse or even intensive counselling.
At CHILDLINE we believe that every call is important:
Not every call at CHILDLINE is an emergency. Street children, especially cynical about helpline services may just call us as a prank, may even get abusive. But it is equally likely that the child might be testing us to see if the call is taken seriously and if our services are for real. We take even these calls as an opportunity for converting the child’s faith in us. Treating blank calls seriously can turn the child into a potential caller in times of crisis. Sometimes adults also call us for information. Child or adult, each call at 1098 is important and taken seriously.
We Respond » Children are especially vulnerable to crisis situations where they are trapped with no one to respond to their pleas for help. Our primary function is to respond to the needs to such children, more so in emergencies. We define emergency as a crisis period in the child's life, wherein if the child does not get timely and sustained intervention, it could lead to the relapse of child into the crisis situation. After the emergency is taken care of, we also help the child with rehabilitation
We Provide » Although several services existed throughout the country for protection of child rights and needs, the efforts were disjointed as these services worked solo, thus lacking a cohesive, effective mode of function. We provide that much required platform for networking amongst these and various other organisations through the country, thus forming an effective web of relationships for rehabilitation of children.
We Sensitize » An important function of CHILDLINE is to sensitise, train and collaborate with allied systems, such as the Police, Hospital, Railway, Municipal Corporations, Government, Educational Institutions and Social Welfare Organisations to work towards ensuring the rights of children in need of special care and protection.
We Document » In order to increase transparency and accountability, we always document the process of CHILDLINE. We also conduct research on relevant issues to bring them to fore and help make this a child friendly world.
We Build » It is important to create a turnkey network of various sections that can be instrumental in working towards bringing children's rights issues to force. We are dedicated to working towards building a referral network of legal, medical, economic and media professionals to advocate for child related issues.
We Network » It is important to bring every child into the fold of child protection organizations. To increase our outreach, we work to establish CHILDLINE networks in the Asia Pacific region. We also network internationally to evolve a comprehensive child protection strategy.
We Involve » Following our credo that we cannot work alone, we involve the government, the public, the media and the corporate sector in our efforts to respond to children's needs. Through this involvement, we are able to strengthen our base and come closer to achieving our objective of getting everyone to work for children in need.
We Advocate » Since it is important to create a legal framework to support any issue, we advocate for changes in laws and policies relating to children's issues.
We Explore » We believe that integrated, synergised efforts can go a long way in enabling us to create a widespread network of outreach for children. We work towards this by exploring possibilities of merging and integrating with government aided programmes.
We Train » A well-trained staff which understands the processes and philosophy of CHILDLINE is crucial to our efforts. Management of the organisation at city and national level is facilitated by establishing a training and documentation centre.
We Manage » We use our systems, expertise and experience to develop Management-Information Systems to assist organisations to provide quality service to the child.
We Contribute » With a vast backup of documents, research and reports on children related issues, we also contribute towards theory building.
What happens when you call 1098?
Dialing 1-0-9-8 (Ten- Nine-Eight)
Child or concerned Adult calls 1098
Gets Connected to the CHILDLINE Contact Centre (CCC) and team responds to the calls
Direct assistance: CHILDLINE Rushes to Aid the Child- Medical, Shelter, protection from abuse, repatriation, death, missing children, intensive counseling
On phone: Emotional support and guidance, information and referral to services for the caller, information about CHILDLINE, silent calls
After the emergency needs of the child have been addressed, child is provided Rehabilitation and Constant follow up.
CHILDLINE explores options with the child to study, learn a trade, go back home etc. Based on the decision of the child, CHILDLINE links the child to an appropriate organisation in the city.
If the team member feels that some time will be involved in reaching out to the child in terms of physical distance, then assistance from a support organisation that is located in the vicinity of the caller, is sought. After the emergency intervention measures are taken by the CHILDLINE the next step is to link the child with long-term rehabilitation. This involves referral and networking with other organisations providing specialised services.
In this process from Response to Rehabilitation, the children's participation is an integral component.