Enhanced GBV Prevention, Risk Mitigation and Response through Social Safety Nets in South Sudan Framework of A National GBV Helpline in South Sudan June 2023 Contents List of Figures 5 List of Tables 5 Acknowledgement 6 Acronyms 7 1 Executive Summary 8 2 Introduction 10 2.1 Methodology 11 2.2 Terminology and Definitions 11 2.3 Limitations and Considerations 12 3 GBV Context and Existing GBV Helplines in South Sudan 15 3.1 GBV in South Sudan 15 3.1.1 High Prevalence of GBV in South Sudan 15 3.1.2 Overview of the main causes of GBV 15 3.2 Existing GBV Helplines in South Sudan 16 4 Overarching framework for the National GBV Helpline 18 5 Proposed design for the National GBV Helpline 23 5.1 Staffing of the helpline 23 5.1.1 Key HR Considerations 26 5.1.1.1 Hiring of Consultants 26 5.1.1.2 Safety of staff 27 5.1.1.3 Training of staff 27 5.1.1.4 Risk of burnout 28 5.1.2 Helpline number 29 5.1.3 Hours of operation 29 5.1.4 Name of proposed helpline 30 5.1.5 Safety protocols for the helpline 31 2 5.1.6 Policies and processes 31 5.1.6.1 Training protocols 31 5.1.6.2 Standard Operating Procedures (SOPs) 32 5.1.6.3 Government strategic policies 33 5.1.6.4 Referral systems mapping 33 5.1.7 IT Systems and infrastructure 33 5.1.7.1 Staff IT equipment 33 5.1.7.2 Helpline IT needs 34 5.1.7.3 Infrastructure 34 5.1.8 Advantages of proposed design 34 5.1.9 Limitations of proposed design 35 6 Action plan to prepare for and set up the National GBV Helpline 37 6.1 Steps for establishing the National GBV Helpline 37 6.2 Action plan for remaining steps 41 6.3 Suggested timeline for the pilot of the National GBV Helpline 43 7 Monitoring process and tools to assess the effectiveness of the National GBV Helpline 45 7.1 Ongoing monitoring by helpline staff and survivors 46 7.1.1 Feedback from helpline staff 46 7.1.2 Feedback from GBV survivors 46 7.2 Targeted monitoring at set periods 47 7.2.1 Key Questions: 48 7.2.1 Data analysis sharing and next steps 48 7.2.2 Suggested monitoring tool for mid-term and end-line evaluation exercise 49 7.2.2.1 KIIs with non-survivors 49 7.2.2.2 KIIs with GBV survivors 55 8 User Manual to guide the National GBV Helpline Staff 59 8.1 GBVIMS tools and forms for the National GBV Helpline 59 8.2 Suggested resources for helpline operators 61 3 8.2.1 Background information 62 8.2.2 Guidelines for helpline operators 63 8.2.2.1 Communications techniques 63 8.2.2.2 Information on IT system 64 8.2.2.3 Information on handling non-survivor calls 64 8.2.2.4 Information on handling follow up calls from survivors 64 8.2.2.5 Information on how to deal with calls from specific and/or vulnerable groups 65 8.2.3 Information for survivors 65 8.2.3.1 Call answering protocol 65 8.2.3.2 Basic health information 66 8.2.3.3 Basic legal information 66 8.2.3.4 Call Safety Protocol 66 8.2.3.5 Suicide prevention plan 68 8.2.3.6 Referral pathways mapping on response and social services 68 8.2.4 Self-care for helpline staff 69 9 Conclusion 70 Bibliography 73 4 List of Figures Figure 1: Overview of services provided by the National GBV Helpline 23 Figure 2: Overarching principles for national GBV helpline 18 Figure 3: Steps for establishing helpline services (UNFPA) 37 List of Tables Table 1: Overview of GBV helplines currently active in South Sudan 17 Table 2: Staffing roles, responsibilities and key skills required for a National GBV Helpline 24 Table 3: Name suggestions for the National GBV Helpline 30 Table 4: description of the steps for establishing the national GBV helpline and progress made to date 38 Table 5: Action plan for remaining steps in creation of the national GBV helpline 41 Table 6: Timeline for pilot of National GBV Helpline, including M&E 44 Table 7: M&E Principles and how they have been included in the design 45 5 Acknowledgement The ASA “Enhanced GBV Prevention, Risk Mitigation and Response through Social Safety Nets in South Sudan� was led by Erina Iwami (Task Team Leader and Social Protection Specialist, HAES1) and Ananda Paez Rodas (Social Protection Specialist, HAES1) with the Social Protection Global Practice at the World Bank, with the support of Charlie Goldsmith Associates/CGA Technologies. Team members include the following individuals: Sumaira Sagheer (Consultant, HAES1), Haregewien Admassu Habtymer (Consultant, HAES1), Palak Rawal (Consultant, HSPGE), Mukulish Arafat Mule (Social Protection Specialist, HAES1). Overall guidance was provided by Firas Raad (Country Manager, AEMJB), Robert Chase (Practice Manager, HAES1). Joyce Wani Gamba (Program Assistant, AEMJB) provided administrative assistance. The team would like to extend its gratitude to the Ministry of Gender, Child and Social Welfare, the Government of the Republic of South Sudan for the guidance and support provided. The team would also like to thank all individuals who dedicated some of their time to participate in the ASA The Social Protection and Jobs team wishes to recognize the generous award of a grant from the World Bank’s Rapid Social Response Adaptive and Dynamic Social Protection (RSR-ADSP) Umbrella Trust Fund Program, which is supported by the Russian Federation, United Kingdom, Norway, Sweden, Australia, Denmark, and the Bill and Melinda Gates Foundation, USAID, GHR Foundation and UBS Optimus Foundation without which this work would not have been possible. 6 Acronyms CGA Charlie Goldsmith Associates/CGA Technologies CRSV Conflict related sexual violence FCV Fragility, conflict and violence setting GBV Gender-based violence GBVIMS Gender-based violence information management system GRM Grievance redress mechanism HH Household ICT Information and communication technology IDP Internally displaced people/persons IFRC International Federation of Red Cross and Red Crescent Societies IMC International Medical Corps INGO INGO International non-governmental organisation IPV Intimate partner violence IRC International Rescue Committee KII Key informant interviews LGBTI Lesbian, gay, bisexual, trans-sexual, inter-sex persons MIS Management information system MoF Ministry of Finance MGCSW Ministry of Gender, Child and Social Welfare, Government of Republic of South Sudan NGO Non-governmental organisation OSC One Stop Centre PFA Psychological first aid PoC Protection of civilians PSEAH Protection from sexual exploitation, abuse and harassment PTSD Post-traumatic stress disorder RoSS Republic of South Sudan SEAH Sexual exploitation, abuse and harassment SNSDP Safety Net and Skills Development Project SSN Social safety net SSSNP South Sudan Safety Net Project UN United Nations UNFPA United Nations Population Fund UNHCR United Nations High Commissioner for Refugees WB World Bank WHO World Health Organisation WLO Women-led organisations 7 1 Executive Summary This Framework Report provides a comprehensive overview of the design and next steps for the establishment of a national Gender-Based Violence (GBV) Helpline at the Ministry of Gender, Child and Social Welfare (MGCSW) in South Sudan. A national helpline for GBV survivors aims to provide direct support to GBV survivors, including initial psychosocial support via the phone, and link GBV survivors with response services, such as One Stop Centers (OSCs), in locations close to them. The Report proposes designs for a national GBV helpline, including minimum requirements and standards of a helpline, an overarching framework for the helpline to be rooted in, monitoring tools for the effectiveness to be assessed and an action plan detailing next steps to be taken to prepare for and set up a helpline. A user manual is also presented to guide training of future helpline operators and caseworkers to ensure the helpline provides an independent, confidential, safe, and survivor-centric channel for GBV survivors to report to. The national GBV helpline should be staffed by five full-time trained helpline operators and caseworkers, who are either MGCSW staff or consultants, with a background in social work or counselling. These helpline operators will be assisted by one senior MGCSW staff helpline manager, two MGCSW IT staff and one full-time psychological supervisor, who could be a consultant. The helpline should be toll-free and a short, memorable number needs to be put in place, with agreements in place that the number can be accessed free of charge from all mobile networks. It is recommended that the helpline operates 24 hours a day, seven days a week during the pilot period, with an assessment conducted through structured evaluations to decide whether these hours of operation should continue going forward. The helpline should be guided by training protocols, Standard Operating Procedures (SOPs), government strategic policies and in-depth referral systems mapping. IT infrastructure is vital to ensuring a national GBV helpline is robust and that GBV survivors get the best service, and the design section outlines key considerations for this, including access to reliable internet, power and having a confidential space within the MGCSW for the GBV helpline to operate from. The suggested framework for the national GBV helpline has the following four key principles: ➔ Do no harm ➔ Reach those in need ➔ Provide ethical, survivor-centric, confidential care where survivors feel safe ➔ Conform to existing, international best-practice humanitarian and GBV standards An Action Plan outlined in the report details eleven steps that need to be undertaken in order to set up the national GBV helpline. The required steps include needs assessment and service mapping documentation, data security, monitoring, training, and awareness raising, among others. Three of the eleven steps have been completed, with five steps in progress and three steps have not yet been started. As there are some steps that need to be taken before the national GBV helpline becomes operational, the Report estimates that these steps may take up to three months to be implemented. Therefore, the pilot period of the national GBV helpline is suggested to be 8 eighteen months in total, with the first three months focusing on setting up processes and policies, as well as training relevant staff. The launch of the national GBV helpline should be in month 4, where donors, stakeholders, community members and media should be invited to raise awareness of the national GBV helpline and help survivors know it is operational. To effectively monitor the impact of the national GBV helpline, it is suggested that both ongoing and targeted monitoring should be conducted during the pilot phase. Ongoing monitoring should allow helpline staff and survivors to feedback any concerns or comments they have about the helpline, and targeted monitoring at set periods within the pilot (at month 9 and 18) should provide a more formal and structured monitoring. As GBV is a complex public health issue, rooted in unequal gender dynamics, the monitoring process should be implemented using a gender lens, in a participatory, ethical, and safe way. Section 7 presents a User Manual to guide staff of the national GBV helpline, including the recommendation to use the Gender Based Violence Information Management System (GBVIMS) tools and forms for the operations of the helpline. The GBVIMS is a product of interagency partnerships between United Nations Population Fund (UNFPA), International Rescue Committee (IRC), United Nations High Commissioner for Refugees (UNHCR) and World Health Organisation (WHO) and aims to create a harmonized approach to data collection that is rooted in best practice. GBVIMS has standardized information management, including data collection and case management, forms and tools that are used in the GBV sector across the world. The GBVIMS is in use in South Sudan currently, with Lulu Care helpline operators confirming to CGA in KIIs that they use the tools to collect data. Helpline operators should have resources readily available in front of them when taking a call from GBV survivors. These resources should include a call answering protocol and information on communication techniques. Working with GBV survivors on a daily basis can take a large emotional toll on staff, self-care guidelines for helpline operators have been suggested. These include methods that are currently being used by other helpline operators in South Sudan. This comprehensive Framework Report provides targeted direction for the setting up and implementation of a national GBV helpline under the MGCSW in South Sudan. Despite this, it is worth noting that phone access is limited and unreliable in South Sudan due to poor infrastructure. Therefore, a national GBV helpline should be one of multiple reporting channels available to GBV survivors, including, but not limited to, mobile and static help desks and gender focal points in communities. 9 2 Introduction The on-going conflict, insecurity, economic crisis and natural disasters have disproportionately impacted women and girls in South Sudan, with gender-based violence (GBV) continuing to be one of the most critical threats to their protection and well-being. Already rife before the conflict, GBV is now nearing epidemic proportions. A study conducted in 2017 by the Global Women’s Institute and International Rescue Committee indicates that 65 percent of women and girls have experienced physical and/or sexual violence in their lifetime, and some 51 percent have suffered intimate partner violence. In addition, approximately one in three women has experienced sexual violence from a non-partner, frequently occurring during raids, displacement, or abductions often perpetrated by one ethnic tribe against another. Key factors that influence GBV include normalization of violence, whether related to conflict or intercommunal strife; breakdown of rule of law; and increases in opportunistic crime (largely due to high levels of poverty). Child marriage, wife inheritance, and abduction, linked closely to patriarchal practices of bride price, remain prevalent due to conflict, socio-cultural factors, and the deteriorating economic situation. Helplines provide a remote service to users by enabling people to call a number to report a grievance or concern. Helplines have recently become a key part of GBV referral pathways, and if developed and operationalized in line with best practice, they can provide a vital service to survivors of GBV who may feel unable to speak to service providers in their local communities. Particularly in South Sudan, survivors’ inability, or unwillingness to report GBV incidents stems from a number of reasons, including lack of available services within communities, fear of retribution, or stigma associated with GBV. In addition, helplines can provide marginalized groups including people with disabilities, male survivors or elderly people a safe way to report grievances, as they may be unsafe or uncomfortable to approach a facility in person1. Whilst globally there has been an increase in access to mobile phones, in South Sudan and other fragility, conflict and violence (FCV) settings, many communities are excluded from the spread of technology due to limited mobile network coverage and lack of access to phones. It is reported in South Sudan that just 20percent of the country has mobile network coverage and only 12-20percent have access to a mobile phone2. Women and girls in South Sudan have even lower access to phones; a 2021 study showed a 12percent difference in the proportion of men who own phones compared to women3. GBV hotlines would provide benefits to survivors so long as adequate access to the hotline mechanism (phone or internet) exists within the target population, and when the population is willing and able to use that mechanism without compromising their safety4. The Report aims to provide practical recommendations and key considerations for the MGCSW to develop a GBV helpline. Acknowledging that there is an ongoing effort by MGCSW in close collaboration with United Nations Population Fund (UNFPA) to establish a helpline, the report aims to provide some other key considerations based on experiences 1 UNFPA, 2021. 2 Media Landscapes, 2022. 3 Internews, 2021. 4 UNFPA, 2021. 10 and observations from social protection programs and consultation with social protection practitioners. The key recommendations to the MGCSW include relevant requirements for the establishment and management of the GBV helpline, including IT infrastructure, human resource, as well as financial requirements that will support the future piloting of the framework. 2.1 Methodology This report was developed by the World Bank Social Protection and Jobs (SPJ) team with CGA Technologies. Multiple methods were used to conduct research, validate findings and recommendations, and finalize the report. To ensure this Framework Report was rooted in best practice and to gain a more in-depth understanding of the country context, a thorough desk and literature review5 was undertaken by CGA in late 2022 and early 2023. The main documents reviewed included guidelines on best-practice and international standards of GBV helplines, notably resources from UNFPA and International Federation of Red Cross and Red Crescent Societies (IFRC) that have conducted several studies on GBV helplines, and relevant policies of the Government of the Republic of South Sudan and MGCSW, such as the National Humanitarian Strategy for Prevention and Response to Gender-Based Violence 2019-2021. This report builds on data collection and analysis conducted between March - August 2022 for this project in Bor, Juba, Melut, Tonj South and Yei counties where World Bank-funded South Sudan Safety Net Project (SSSNP) was operational. The data collection included key informant interviews (KIIs) with 38 staff members working directly on helplines and with agencies involved in GBV programming, and focus group discussions (FGDs) with 242 people, including donors, UN agencies, referral service providers, and SSSNP staff and stakeholders. No new primary data collection was collected for this Framework Report. 2.2 Terminology and Definitions6 Case worker - a person trained to provide specialised case management services, including assessment, safety planning, psychosocial support, and referral support, to GBV survivors. Gender-based violence (GBV) - is an umbrella term for any harmful act that is perpetrated against a person’s will and that is based on socially ascribed (i.e., gender) differences between males and females. It includes acts that inflict physical, sexual or mental harm or suffering, threats of such acts, coercion, and other deprivations of liberty. These acts can occur in public or in private7. Common forms of GBV include sexual violence (rape, attempted rape, unwanted touching, sexual exploitation, and sexual harassment), intimate partner violence (also called domestic violence, including physical, emotional, sexual and economic abuse), forced and early marriage and female genital mutilation/cutting. 5 Including the following: UNFPA, 2022.; UNFPA, 2015a.; Stratten and Ainslie, 2003.; IFRC, 2020.; International Training Centre, undated. 6The terminology used in the Framework Report draws on definitions found in the following publications: UNFPA, 2021; UNFPA, 2019.; World Bank, 2019; UNHCR, 2022.; Botea et al., 2021.; Global Women’s Institute, 2021. 7 Inter-Agency Standing Committee, 2015, p5. 11 GBV guiding principles – all work in GBV should be guided by the principles of safety, respect, confidentiality, and non-discrimination. Application of these principles at all times is mandatory when working in GBV. They serve as the foundation for all humanitarian actors when coordinating and implementing GBV-related programming. Hotline/helpline - these terms generally refer to similar services and tend to be used interchangeably including in this report. Hotline tends to denote a service in which callers are connected directly to specialized GBV response services, while ‘helpline’ tends to refer to phone services that provide general information on a range of issues, usually along with referrals for specialized support. Intimate partner violence (IPV) - refers to violence committed by a current or former spouse or partner in an intimate relationship against the other spouse or partner. While IPV can be experienced by men, the majority of IPV is committed against women, particularly the most extreme forms that lead to serious injury and death. IPV is the most common form of domestic violence, although the latter also includes violence against other household members, such as children, the elderly, and persons with disabilities. Referral pathway - a flexible mechanism that safely links survivors to services such as health, psychosocial support, case management, safety/ security, and justice and legal aid. Protection from sexual exploitation and abuse (PSEA) - refers to the responsibilities of international humanitarian, development, and peacekeeping actors to prevent and respond to incidents of sexual exploitation and abuse by United Nations, non-governmental organizations (NGO) and intergovernmental organizations personnel against beneficiaries of assistance, other members of affected populations and other humanitarian personnel. Sexual exploitation, abuse, and harassment (SEAH) – Sexual exploitation includes any actual or attempted abuse of a position of vulnerability, differential power, or trust for sexual purposes, including, but not limited to profiting monetarily, socially, or politically from the sexual exploitation of another. Sexual abuse includes any actual or threatened physical intrusion of a sexual nature whether by force or under unequal or coercive conditions. Sexual harassment includes any unwelcome sexual advance, request for sexual favor, verbal or physical conduct or gesture of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation if such conduct interferes with work, is made a condition of employment, or creates an intimidating, hostile, or offensive work environment. Social safety nets (SSN) - Social Safety Net interventions aim to reduce poverty in populations and can include interventions such as: conditional cash transfers; unconditional cash transfers including income support; non-contributory pensions; in-kind (food) transfers; and public work programs, vouchers, and subsidies. 2.3 Limitations and Considerations As mentioned in 2.2, the report is based on data analyzed from previous research conducted by CGA during March - August 2022 and a thorough literature review to write this Framework 12 Report. This section provides a summary of core considerations from the research conducted previously on existing helplines and alternative GRM mechanism in South Sudan to give a context to the national GBV helpline design proposed. GBV in South Sudan is pervasive and extensive. South Sudan ‘has a serious and persistent problem of gender-based violence, including cases of rape, sexual assault, domestic violence, forced and early marriage, sexual exploitation and abuse, abduction, discriminatory practices within the legal system and harmful traditional practices’8.. Nearly 65 percent of women and girls in South Sudan have experienced physical and/or sexual violence in their lifetime, and approximately 51 percent have experienced Intimate Partner Violence (IPV). Additionally, 33 percent of women have experienced sexual violence from a non-partner, primarily during attacks or raids. A large proportion of girls and women experience sexual violence for the first time before the age of 18 - ‘Over 50% of respondents across all three sites and over 60% of respondents in the Juba Protection of civilians (PoCs) reported that the first incident of sexual violence occurred before they left adolescence’.9 While a national GBV helpline is needed, phone access is limited and unreliable in South Sudan due to poor infrastructure10. The proposed national GBV helpline should therefore be complemented by alternative GRM channels as women have less access to phones than men and may have to seek male permission before accessing phones or be listened into during calls11. There should be multiple reporting channels for GBV survivors and, where possible, the helpline should be complemented by in-person reporting channels such as mobile and static help desks and/or gender focal points in communities. Preferably all of these should be staffed by women. There are significant barriers to reporting GBV, including stigmatization, fear, lack of awareness of GBV, accessibility and insecurity, lack of services and lack of trust in services, and financial barriers12. When asked what might prevent women and girls from reporting to community structures or the police, KIIs and FGDs conducted by CGA found that poor quality services were one of the most cited factors. This includes concerns that confidentiality will not be respected, delays in addressing cases, cases not being taken seriously by local authorities, and survivors feeling that these structures will not give them justice. Reporting violence can be dangerous and lead to retaliation13. Survivors in South Sudan face significant risks to theirs and others’ well-being and safety should they decide to report. Even those who are supporting survivors, including family members or the community, can face backlash for doing so (e.g. kidnapping). Lack of literacy and access to finance also act as barriers. Due to these preexisting contexts and barriers, there is a particular need that helpline operators, caseworkers, and referral services work in an inclusive survivor-centered and gender-sensitive way. The safety and security of callers (and survivors and their allies) is a 8 Charlie Goldsmith Associates and The World Bank, 2020, p32. 9 IRC, Global Women’s Institute & CARE, 2017, p28. 10 Media Landscapes, 2022. 11 Internews, 2021. 12 CGA Technologies, December 2022a; December 2022b. 13 IRC, Global Women’s Institute & CARE, 2017, p77. 13 particular risk due to the breakdown of society including pervasive violence in and outside the home and resurgent violent conflict in parts of the country. The report proposes design of the national GBV helpline with these key considerations in mind. 14 3 GBV Context and Existing GBV Helplines in South Sudan 3.1 GBV in South Sudan 3.1.1 High Prevalence of GBV in South Sudan The decades of conflict in South Sudan have perpetuated a culture of violence, in particular against women and girls. The outbreak of the third civil war in 2016 has been characterised by growing GBV acts, including widespread abductions, sexual slavery, domestic violence, sexual assault or forced marriages. It has been reported that 65% of women and girls in South Sudan have experienced physical and/or sexual violence in their lifetime and some 51% have suffered intimate partner violence. 33% of women have experienced sexual violence from a non-partner, primarily during attacks or raids14. The majority of girls and women experience sexual violence for the first time under the age of 18. Furthermore, UNICEF reported that in 2020, conflict related crimes perpetrated on women primarily consisted of abduction (41%) and killing (28%), for the most part during localized violence, with 18% of victims being subjected to conflict- related sexual violence, including rape and sexual slavery. Similarly, UNICEF reported that early and forced marriages are very common in South Sudan with 52%of all girls married before 18 years of age. Only 7% of girls finish primary school, and fewer than 2% go to high school.15 COVID-19 and the necessity for social isolation also increased the vulnerability of women and girls to hunger, food insecurity, domestic violence, and early child and forced marriage16. The actual prevalence of GBV in South Sudan is likely to be even higher, as GBV is an underreported phenomenon globally and there are particularly high barriers to reporting and documenting GBV incidents in South Sudan. According to data collected within the South Sudan Safety Project in August 2022, the groups most at risks of GBV are school-aged girls (9 to 17 years old), who are most likely to face forced and early marriage; female-headed households; women and girls with disabilities; orphans (boys and girls). 3.1.2 Overview of the main causes of GBV Several studies have identified the main types and causes of GBV in RSS17: 14 UNICEF, Briefing Note Gender Based Violence, December 2019, https://www.unicef.org/southsudan/media/2071/file/UNICEF-South-SudanGBV-Briefing-Note-Aug- 2019.pdf?mc_cid=df23736a5b&mc_eid=edad8600b3 15 UNICEF, Some things are not fit for children – marriage is one of them, 05 October 2020, https://www.unicef.org/southsudan/press-releases/ some-things-are-not-fit-for- children?mc_cid=df23736a5b&mc_eid=edad8600b3 16 UNICEF, Gender Based Violence in South Sudan Briefing note, January - March 2021, https://www.unicef.org/southsudan/media/7646/file/ GBV%20Briefing%20note_2021%20Q1_FINAL.pdf%20.pdf 17 Refugee International, 2019. Still in Danger. Women and girls face sexual violence in South Sudan despite peace deal. https://www.refugeesinternational.org/reports/2019/10/15/still-danger-women-girls-face-sexual-violence-south-sudan- peace-deal 15 Poverty. Poverty, combined with limited education and economic opportunities, is a driver of GBV. When women and girls’ lack financial empowerment, they are more likely to resort to transactional sex as a mechanism to survive. In some cases, young girls cohabit with men in return for financial support, which makes them more vulnerable to emotional, verbal, and sexual abuse from partners due to the absence of a formal commitment and social stigma from the community. Poverty is also leading to harmful strategies such as early marriage of girls. As families face economic struggles, they are more likely to resort to early marriage as they can receive a bride price, in the form of cattle or money, and they will have one less family member to support. Harmful cultural and gender norms. GBV in South Sudan is also driven by discriminatory social norms and power inequalities between men and women, and compounded by a highly patriarchal legal system and the use of customary that often condone GBV or are lenient towards perpetrators. For example, cases of rape reported by women are usually handled by community elders who do not consider intimate partner violence punishable as customary laws tend to give men the power to discipline a woman up-to a certain limit. A large-scale study conducted in 2019 revealed that 52% of respondents (men and women) did not believe rape can take place in marriage and 52% of women believe that a husband is justified to beat his wife if she refuses to have sex with him18. Around 42% of respondents agreed that child marriage is acceptable to address financial problems in the family19. It is worth noting that women and girls with disabilities are particularly at risk of GBV due to harmful norms and beliefs. There are social myths stating that having sex with them brings wealth, status, and power. They can experience verbal, emotional, physical, and sexual abuse from caregivers, family members and other members of their communities. In South Sudan, women with disabilities are twice as likely to experience domestic violence and other forms of GBV and up to three times more likely to experience rape by a stranger or acquaintance than women without disabilities. Conflict-related sexual violence. GBV and sexual violence have long been reported to have been used as weapons of war in South Sudan. Sexual violence against civilian populations has been used as a way of spreading terror, as well as diminishing resistance and support of civilian population or as an act of revenge20. Sexual violence has seen as an effective form of wartime violence as it can dislocate the social fabric of society. Sexual violence causes profound damage in the targeted communities by disrupting social ties and structures. 3.2 Existing GBV Helplines in South Sudan Currently in South Sudan, there are seven functioning helplines which respond to GBV survivors. Table 1 lists the helplines currently active in South Sudan, although there is no government helpline that responds to GBV cases and no helpline which has coverage across all states i.e. no one single helpline that operates in all 10 States and three Administrative 18 International Organisation for Migration, 2019. 19 International Organisation for Migration, 2019. 20 The Global Women’s Institute and International Rescue Committee. 2017. No Safe Place: A Lifetime of Violence for Conflict-Affected Women and Girls in South Sudan. Washington DC: George Washington University and London: IRC 16 Areas of South Sudan. Both GBV specific helplines and general helplines are currently active in South Sudan. General helplines are helplines that were not originally set up to specifically respond to cases of GBV. The general helplines listed act as GRM mechanisms to facilitate general feedback for projects, but GBV survivors can also ring these helplines to report GBV cases. As the original objectives of the helpline were not to provide support to GBV survivors only, they have been categorized as general helplines in Table 1. Table 1: Overview of GBV helplines currently active in South Sudan The above table shows that there are two main GBV-specific helplines that provide the largest coverage, which are run by national NGOs with support from UNFPA. While both helplines have strong links with the MGCSW, neither of them are established, funded or managed by the MGCSW. 17 4 Overarching framework for the National GBV Helpline The national GBV helpline should have a strict, overarching framework to ensure that the helpline provides an independent, confidential, safe, and survivor-centric channel to report GBV cases. The suggested framework, following best practice and international guidelines21, has the following four key principles: Figure 1: Overarching principles for national GBV helpline Principle 1: Do No Harm The do no harm principle “involves taking all measures necessary to avoid exposing people to further harm as a result of the actions of humanitarian actors�22. In relation to the national GBV helpline, the following aspects should be considered: • All helpline operators should act in a survivor centric and trauma informed way. • All helpline operators should be stigma and shame aware, as these greatly impact survivor’s willingness to seek and receive help. • All helpline operators should be confidential and secure. No personal data should ever be shared, as this can lead to repercussions including ostracisation of the GBV survivor by their family, friends, or community, or ‘mob-justice’ where communities take it upon themselves to administer punishments to perpetrators. Personal information being leaked risks the safety of the caller, their allies, and helpers. • All helpline operators should understand and manage the risks of repercussions on the caller, allies, and family members. • The national GBV helpline should be staffed by persons who are trained to understand multiple traumas, conflict-related sexual violence (CRSV), protection 21 Including UNFPA, 2021; UNFPA, 2019; UNFPA, 2015a; UNFPA, 2015b. 22 UNFPA, 2015a, pxi. 18 from sexual exploitation, abuse, and harassment (PSEAH), intimate partner violence (IPV) and gender-based violence (GBV). • All helpline operators should enforce positive attitudes and awareness of GBV, including providing information about rape in marriage, forced marriage and child marriage. • The national GBV helpline should address power and inequality in society, and be women focused. The helpline should look to empower the GBV survivors by providing information on their legal rights in the initial call with survivors. Principle 2: Reach those in need It is important that the national GBV helpline is accessible to all GBV survivors, and that no vulnerable groups are left out. In particular: • All helpline operators should speak a range of languages. This will help ensure that survivors can make their complaint in their first language and GBV survivors can understand the information given over the phone. GBV survivors should feel comfortable speaking in their own language when using the helpline. • The national GBV helpline should have protocols and guidance in place on how to respond to especially vulnerable groups, including but not limited to persons with disabilities, widows, pregnant women or girls, and displaced persons. • The national GBV helpline should understand which women and girls are most at risk during emergencies, internal conflict, displacement and be mindful of these groups when they contact the helpline. The helpline could also target these groups to ensure they know the helpline is available, with sensitisation campaigns during emergencies. • Whilst the majority of GBV survivors are female, the national GBV helpline should also be prepared to respond to calls from male survivors. • Through a network of partner organisations and regional staff, including WLOs, the helpline should endeavour to provide support, where possible, to address financial barriers that stop GBV survivors using response services. This may include partners providing financial support including for transport to OSCs. Principle 3: Provide ethical, survivor-centric, confidential care where survivors feel safe In addition to the above, the national GBV helpline should ensure that the care and support provided is ethical, survivor-centric and confidential. The helpline should provide a space where survivors feel safe and listened to. Ethical care • All those in need will receive treatment and support with dignity through the national GBV helpline. • There will be no discrimination in care provided through the national GBV helpline. All GBV survivors will receive equal and fair treatment regardless of their age, gender, ethnicity, family background, religion, sexual orientation, HIV-status, mental and physical abilities. 19 • National GBV helpline services are free of charge, and there will be a strict no tolerance policy against anyone who seeks payments or bribes. • Helpline staff will not pass judgement or condemn a person in any way, e.g. for their behaviour, gender, sexual orientation, or their lifestyle. • Data on GBV survivors will be collected and shared in an ethical way, including by gaining informed consent from all survivors before information is shared. Survivor-centric care • The national GBV helpline will provide a survivor-centred approach to care, creating a supportive environment in which GBV survivors’ rights and wishes are respected, their safety is ensured, and they are treated with dignity and respect at all times. • The national GBV helpline will ensure that GBV survivors’ bodily and mental integrity will be respected at all times, by ensuring informed consent is given and survivors feel comfortable to speak out if they have concerns. For example, survivors will only be connected to referral services if this is in line with their wishes and consent, will not be pressured to give up information or undergo treatment against their wishes. • The national GBV helpline will ensure GBV survivors are given clear and detailed information during their initial call in a language they can understand, and using clear, non-jargonistic words. The survivor should understand what will happen at each stage and why; who is engaging with her and why; and what will happen next. Confidentiality • Survivors have the right to choose to whom they will or will not tell their story to. The national GBV helpline will ensure information about survivors is only shared with their informed consent. Completing an informed consent form is compulsory for each call that takes place under the helpline. • The national GBV helpline will ensure that GBV survivor data will be stored in a secure place, including through the use of passwords and encryption on laptops and phones, as well as the use of a secure database to collect and store data. • No national GBV helpline staff will talk independently to the press or media about cases. If press statements are released, they will be written with non-identifiable information and will be signed off by the helpline manager and other senior MGCSW staff. Safety • The national GBV helpline will ensure GBV survivors feel safe and secure in disclosing information and talking to helpline operators. Helpline operators will be trained on communication and counselling skills, including talking to GBV survivors in distress. No judgement will be made by helpline staff in phone calls with GBV survivors. • All helpline staff will have had criminal background checks, and no one will be employed to work on the helpline who has a history of violence, harassment, intimidation, sexism and/or discrimination. • The helpline staff will do their best to ensure the safety and security of GBV survivors when they ring. All GBV survivors will be asked if they currently feel safe and their response will be taken into account during the next steps. For example, survivors who 20 report they are not safe will be referred immediately to a safe space, including safe homes (if available in their location). Principle 4: Conform to existing, international best practice humanitarian and GBV standards It is essential that the national GBV helpline adheres to existing, international best-practice standards in GBV. Humanitarian best practice guidelines are also applicable to the national GBV helpline, due to the FCV setting of South Sudan. The best interests of the GBV survivor should be fundamental to the care provided by GBV actors, including the national GBV helpline. As such, the following documents should be consulted and adhered to by national GBV helpline staff, to ensure the helpline is conforming to existing, international best- practice humanitarian and GBV standards: • ‘Minimum Standards for Prevention and Response to Gender-Based Violence in Emergencies’23 • ‘Inter-Agency Minimum Standards for Gender-Based Violence in Emergencies’24 • ‘Essential Services Package for Women and Girls Subject to Violence’25 • ‘Guidance Note 2022: Addressing Gender-Based Violence Across Contexts: Gender- Based Violence Interagency Minimum Standards and the Essential Services Package for Women and Girls Subject to Violence’26 • ‘Handbook for Coordinating Gender-based Violence Interventions in Emergencies’27 • ‘Inter-Agency GBV Case Management Guidelines’28 Given the FCV setting and high levels of GBV in South Sudan, careful preparatory work will need to be undertaken to ensure the essential pre-conditions for an ethical survivor centric service are in place. For an ethical, survivor-centric service, there has to be: • The ability for GBV survivors to access phones. • Wide knowledge in communities of the helpline, its purpose, its number, and the services it provides. • An accurate up-to-date referral database. • Appropriate follow-up procedures and case management in place, which is strictly followed without exception. • Sensitive attitudes to callers and knowledge of the dynamics of GBV. • Electricity, internet, and phone lines that function well. • Confidentiality of calls and security of data collected. • Coordination and collaboration between GBV stakeholders. • Systems for accountability to survivors and their allies. 23 UNFPA, 2015a. 24 UNFPA, 2019. 25 UNFPA, 2015b. 26 UNFPA, 2022. 27 GBV AoR, 2019. 28 GBV IMS, 2023a. 21 This Framework Report written based on the above international, best-practice standards should be made available to all MGCSW helpline operators to ensure adherence to these standards. It is important that national GBV helpline operators are aware of and educated on the international, best-practice standards. In addition, training sessions should be conducted on a yearly basis with helpline operators on the minimum standards of GBV care, as well as clear policies created for the national GBV helpline, including SOPs. All documents created for the national GBV helpline should use international, best-practice standards as a base. Posters should be made to communicate the guiding principles of the national GBV helpline, and these should be well communicated with GBV survivors, so they feel safe and secure using the service. 22 5 Proposed design for the National GBV Helpline The proposed design for the National GBV helpline is set out below. This helpline would provide direct support to GBV survivors, and also provide referral information when the survivor is near to services. Figure 2 outlines the service provided by the helpline: Figure 2: Overview of services provided by the National GBV Helpline GBV survivor rings the national GBV helpline Initial assistance provided over the phone including psychosocial support, psychological aid and counselling Details of GBV survivor and instance recorded in secure database by helpline staff, once informed consent has been given GBV survivor referred to response services close to them, including One Stop Centres or regional hospital If no services are close by, GBV survivor is linked to regional support staff or partner organisations who can help take the survivor to nearby services and provide information The national GBV helpline should provide GBV survivors with initial assistance over the phone, including psychosocial support, psychological first aid and counselling. Survivors should be told their basic rights and the legal background to GBV in South Sudan. The helpline operator would then refer survivors on to appropriate response services local to them, based on their current location e.g., medical, police, legal. This may include One Stop Centers (OSCs), regional hospitals or police stations. If the GBV survivor is not near an OSC or hospital, the helpline operator would assist in connecting GBV survivor to local partner/regional staff to assist with getting the survivor to a response service. The final two links in the chain - when the helpline operator refers the survivor either to local response services or to partner organizations or regional support staff for further assistance - ensures that the national GBV helpline has strong connections to local communities, including women led organizations (WLOs). 5.1 Staffing of the helpline The national GBV helpline should be staffed by trained helpline operators and caseworkers, with a background in social work or counselling. It is important that the national GBV helpline 23 is staffed by experienced caseworkers with professional qualifications. Survivors may have faced barriers to access the call, potentially putting themselves at further risk, and recently experienced violence, therefore there is a need for qualified professionals who can listen and provide support in a safe and survivor-centric manner. The national GBV helpline could be staffed by either MGCSW staff or a team of consultants. As mentioned in the Institutional Capacity Assessment29, a robust national GBV helpline should rely on five key roles, outlined in Table 2. Table 2: Staffing roles, responsibilities and key skills required for a National GBV Helpline Roles Responsibilities Key skills Five full-time • Answer calls and are the • Helpline operators and helpline first point of contact for the caseworkers should be operators and caller. experienced in counselling or caseworkers • Direct the caller to the social work, with a certification of adequate services and education in one discipline. processes to address their Ideally those working on the claim. helpline will be experienced in • Provide emergency working with survivors of GBV. assistance and guidance on • They should have strong response services e.g. organizational skills and good medical, police. communication skills. They • Provide suicide should be able to maintain interventions if necessary. confidentiality at all times, as well • Follow up with cases as be computer literate. recorded on the system. • The helpline operators could be MGCSW staff or consultants. One full-time • Oversee the running of the • This role does not have to be senior GBV helpline to ensure all calls skilled in counselling or social Helpline are answered without work. The focus should rather be Manager disruptions and sensitively. on the skillset of a program • Ensure all helpline staff get manager who is experienced peer and individual managing people in challenging support. situations. They should have excellent organizational skills, good communication skills as well as experience in overseeing budgets and data management. • This role should be a member of MGCSW staff, so that the MGCSW has strong oversight and management of the helpline. 29 CGA Technologies, February 2023. 24 Two full-time IT • Ensure the calls are • Software development skills. staff & software transferred with no • Hardware maintenance skills. developers disruptions. • Maintain integration with a Management Information System (MIS), if existing. • Ensure that the hotline has the needed software and that is functioning properly. • Ensure stable and uninterrupted access to Wi- Fi. One full-time • Provides regular • Psychologist by training, with a psychological supervision, mentorship certification of education in supervisor and oversight to the front- psychology. Ideally a masters line staff who engage with level degree. GBV survivors (e.g. the • Experienced specialist in GBV and MGCSW social trauma. workers/counsellors/helpli • Experience working in South ne operators). Sudan or in a similar fragility, • Provides expert technical conflict and violence (FCV) advice on how to deal with setting. complex cases. • This role could be done remotely • Line manages all front-line by a consultant. staff who engage with GBV survivors (e.g. the MGCSW social workers/counsellors/helpli ne operators). Various regional • Provide information and • Good knowledge of each State support staff rapid emergency response and available referral pathways and/or partners services to GBV survivors in for GBV survivors. urgent need. • Should be able to speak all • Conduct follow up with languages appropriate to the survivors in person, as location they work in. appropriate. • They should have strong organisational skills and good communication skills. They should be able to maintain confidentiality at all times, as well as be computer literate. 25 5.1.1 Key HR Considerations Staff quantity: A robust national GBV helpline should be operational 24 hours a day with no disruption, at least during a pilot period. It therefore needs sufficient helpline operators that can cover calls at all times, by working in shifts throughout the day and night to ensure there is no break in the operations of the helpline. Staff background: Staff should predominantly be female, as callers are likely to be female, so GBV survivors may feel more comfortable to speak with a female staff. Similarly, staff should be ethnically diverse, with a range of common languages spoken by the helpline operators. This will help ensure that survivors can make their complaint in their first language. Ensuring helpline operators can speak a range of languages is a key recommendation repeated in KIIs, including with Lulu Care. Experience in dealing with GBV: Caseworkers and helpline operators should be experienced in counselling or social work, with a certification of education in one discipline. Ideally those working on the helpline will be experienced in working with survivors of GBV, have strong organizational skills and good communication skills. They should be able to maintain confidentiality at all times, as well as be computer literate. Callers to helplines will likely be emotional and/or in distress, and so helpline staff should be experienced in dealing with survivors of GBV, including but not limited to providing trauma-informed and survivor care. Regular peer support and individual supervision should be offered to all service providers and helpline operators, providing technical and psychosocial support to staff delivering GBV response services. It is suggested that staff do not work remotely for the national GBV helpline, and that all helpline calls are taken in a helpline office within the MGCSW. This will ensure that helpline operators are in a quiet and confidential environment when they answer calls, ensuring they are not distracted and can give their full attention to the GBV survivor. 5.1.1.1 Hiring of Consultants If the hiring of permanent payroll staff by MGCSW is not currently feasible, one option maybe to hire consultants instead. Using more flexible contracts, such as consultants, may support MGCSW to operationalize a helpline in a shorter time framework. However, hiring consultants to undertake key roles e.g. as helpline operators, is not without negative possible consequences, which should be noted, such as: • Setting up a parallel system to the ministries which may result in the helpline being seen as being external/consultant led and not ministry/government led. • Hiring skilled women consultants (as the helpline should be staffed by women) may risk competing with existing projects and organizations for the same people. In the context of fragile governments, setting up a parallel stream of well-paid consultants working within a Ministry can risk undermining the development of MGCSW staff, and could contribute to a brain-drain out of the civil service. 26 Whilst sub-contracting to consultants is a quicker way to hire staff, the helpline would be more sustainable if it is staffed by MGCSW staff. Having MGCSW staff working on the helpline would ensure government structures are strengthened and would enable a national response to GBV in a sustainable, non-project-based manner. It was suggested in several KIIs with MGCSW staff that the recruitment process would be expected to take only 2-3 months, but budget restrictions would likely mean it not currently feasible to employ new staff members. 5.1.1.2 Safety of staff Having staff that do not work remotely is not without risk. For example, if there are just two women in the office at night alone, this could be dangerous, and the helpline workers may feel unsafe. The design of the helpline must take into consideration the safety of the staff at all times and ensure that they are not being asked to undertake work with puts them at increased exposure to violence or abuse, such as if they are working at night or travelling alone between home and the office during unusual hours (e.g. early in the morning). 5.1.1.3 Training of staff Helpline staff should be trained before the helpline becomes operational and should continuously receive refresher trainings once the helpline is operational. Helpline staff should already be knowledgeable in social work or counselling as a minimum requirement but should still receive compulsory training at least once a year. Below is a list of suggested topics that the compulsory training should cover. It has been developed from best practice guidelines by IRC30: • Overarching framework of the national GBV helpline including the principles of do no harm, reach those in need, provide ethical, survivor-centric, confidential care where survivors feel safe and conforming to existing, international best-practice. • Reviewing types of GBV, causes and consequences (e.g. trauma, PTSD, vicarious trauma), as well as services available for survivors of GBV in South Sudan. • Introduction to the national GBV helpline as an entry point for GBV survivors accessing services, and how the helpline works (including service profile). • The operation of the helpline, including service protocols and SOPs. • Communication skills and how to provide support via a helpline e.g. it is different from providing support in person, and what adaptations need to be made when communicating with survivors over the phone. • Case management and the use and management of resource guides and referral pathways. • Data protection, collection, storage and management processes and policy, including confidentiality and encryption. • How to meet the needs of survivors with specific vulnerabilities e.g. widows, people with disabilities, pregnant women or girls and displaced persons. 30 IRC, 2018, p63. 27 • How to communicate with friends and family of GBV survivors who may call the national GBV helpline as co-survivors. • The code of conduct for helpline operators and safeguarding and child protection policies. • Types and availability of referral services and resources to identify these, including information on regional partnerships. • Resources available to helpline staff and how to best use them. Training of helpline staff “can consist of practice role-plays, where a supervisor calls and acts as a survivor, family member, service provider, or an inappropriate caller, in order to monitor the staff person’s case management skills. For the role-play exercises, supervisors should role-play several different types of callers requesting services for types of GBV common to the context, so that the caseworkers can practice responding to a range of potential survivors. Supervisors should then debrief with caseworkers on their performance� 31. 5.1.1.4 Risk of burnout Due to the prevalence of GBV in South Sudan, the national GBV helpline may receive a large number of calls, especially when sensitization and awareness raising campaigns are started. This may put a lot of stress and pressure on the helpline responders, so it is important that the design of the helpline is mindful of this. To try and mitigate the risk of burnout and stress on helpline operators, the helpline should: • Allow helpline operators to work in shifts so that staff get at least two days off during the week. If possible, the two days off should be together to allow helpline operators to fully switch off from work and relax. A robust rotational system would need to be in place to ensure that this is operationally feasible. • Staff will have a weekly one to one meeting with the psychological supervisor to ensure staff have regular check ins and warning signs of stress or burnout can be spotted early. The psychological supervisor will provide regular supervision, mentorship and oversight to all helpline workers, to ensure staff feel supported. ○ As noted in best practice, ‘The role of the supervisor and/or manager should be clearly defined before projects start. Policies, protocols and resources should be in place to support staff needs, and managers should be able to identify when staff are experiencing increased stress and/or symptoms of burnout. An organizational environment that fosters team interaction, as well as spaces for debriefing, can lessen the risk of vicarious trauma.’ 32 • Self-care practices will be encouraged33. The KII with Crown the Woman detailed how “they do yoga every Friday and invite staff from Lulu Care and other organizations that are doing this kind of work�. It is suggested that the national GBV helpline staff link up with self-care groups like this. 31 IRC, 2018, p63. 32 UNFPA, 2019, p22. 33 Further information on self-care can be found in the User Manual in section 7 of this Report. 28 5.1.2 Helpline number The national GBV helpline number should be short, and three digits in length. KIIs shared that the current helplines in operation in South Sudan have the following numbers: • Lulu Care - 662 • Crown the Woman - 623 • Emergency Call Centre - 777 • Regional Mental Health Hotline - 778 It is important that the national GBV helpline does not have the same number as an existing helpline. In addition, UNICEF note that helplines where survivors have to pay to call are a ‘key barrier to the economically insecure’34. Therefore, the national GBV helpline should be toll-free and accessible via mobile phones from all networks. This will ensure the most vulnerable groups, who may lack financial resources to call, can access the support services. A toll-free number would increase accessibility as everyone could call the number, although toll free lines do sometimes attract large numbers of abusive or nuisance calls. The helpline number should be accessible free of charge from all mobile network operators, so that no GBV survivor is discriminated against when using the number. 5.1.3 Hours of operation It is recommended that the helpline should be in operation 24 hours a day, 7 days a week. The design is staffed by five full-time helpline operators, who will ensure the national helpline is adequately resourced 24 hours per day. Two helpline operators will work each shift, meaning two calls can be answered at one time. Having five members of full-time staff will ensure staff are able to have at least two days off a week. A pilot with the helpline operating 24 hours a day, 7 days a week could be conducted, with the volume of calls monitored. If, after the pilot, there are not many calls received in the evening and weekends or if there is a lack of staff for the helpline, the national GBV helpline could be made to operate 5 days a week (Monday to Friday) between the hours of 8am to 4pm. A KII with Lulu Care helpline operators said they receive most calls “in daytime working hours�. However, the KII with Crown the Woman helpline operators stated, “calls are more, especially in the evenings and weekends�. Irrespective of the hours of operation, a secure answer phone system should be in place where messages can be left for staff to pick up the next day. This is vital in case more than two GBV survivors call at once, or staff are unable to reach the phone in time. In addition, a recorded message of where survivors who are in urgent need can find help should be played during the answer phone message, to ensure information is available to 34 Erskine, 2020. 29 survivors 24/7. Information should be available for every region and the message should be in a range of languages so all callers can understand the information given. It is important that any information provided on recorded messages, or to survivors, on referral services is accurate. Inaccurate information could potentially put the survivor at further risk for seeking support, so it is important that support is available. Additionally, inaccurate information can lead to negative experiences for survivors, increasing the reluctance of survivors to use the helpline. Survivors may also assume if the hours of operation of the helpline correlate with the hours of referral services operation. It was found in the research that while OSCs do have medical personnel available 24 hours a day, 7 days a week, the helpline only has operators answering the phone during the daylight hours resulting in an assumption the OSC only operates in daylight hours too. 5.1.4 Name of proposed helpline The exact name of the national GBV helpline is very important and needs to be carefully considered. It should be something that makes sense to communities, and something that is different to existing helplines. If possible, the helpline name should make clear who and what the helpline is for - this will also reduce the amount of nuisance calls. Ideally the name should be in a local language. For example, in Malawi the national GBV helpline is called ‘Tithandizane’ which translates to English to be ‘helping each other’35 and in Sierra Leone the equivalent GBV helpline is called ‘116 rape hotline’36. Juba Arabic is spoken by the majority of the country37 and so it is proposed the name of the helpline should be in this language. In South Sudan, the only existing helpline with a distinct name is the Lulu Care helpline, which is called ‘Call To Action’. All other helplines are named after the organization e.g. ‘Crown the Woman 623 helpline’. Suggestions of names for the national GBV helpline are: Table 3: Name suggestions for the National GBV Helpline English Juba Arabic Help everyone Saeidu kulu naas Help each other Saeidu kum badu Help end violence Saeidu wagifu mashakil Help end gender based violence Saeidu wagifu GBV Stop gender based violence Wagifu GBV 35 Tithandizane, 2023. 36 Ministry of Gender & Child Affairs, 2022. 37 UNICEF, 2016. 30 Let us stop gender based violence Keli enna wagifu GBV No to gender based violence La le GBV 5.1.5 Safety protocols for the helpline Safety protocols should be established to support the safe use of the helpline and to protect both the GBV survivor and helpline staff. As helpline technology, e.g. phone calls, can be monitored by perpetrators or abusers, including in IPV situations, conflict-related violence and when the perpetrator is a prominent power person in society, it is important safety protocols are in place to protect survivors. At the start of every call these protocols should be read out to the survivor. The following specific protocols have been identified, based on best practice 38: • No call back policy. Helpline staff should not call survivors back on the phone number they have called on, if there is an immediate risk to their safety. The helpline operator should ask the survivors to call back if they get disconnected. • All survivors should be reminded to delete the call record from the phone they have used to call on so there is no record of the call. Survivors should also be encouraged to not write any notes about the call which may be found by abusers. • A red flag phrase or code should be established at the start of the call, which the survivor can say when they think they are in danger, and it is unsafe to talk. When the phrase or code is said by the survivor, the helpline operators should change the narrative of the call, and then end the phone call. 5.1.6 Policies and processes As outlined in the Institutional Capacity Assessment, the four main types of processes and policies that would be expected to be in place for a national GBV helpline currently are not. The requirements of each policy/process for the national GBV helpline are listed below. 5.1.6.1 Training protocols Training protocols are essential to the safe running of a helpline. Protocols should be comprehensive in nature and specific to the country context. They should also reflect international best practice and guidelines. Protocols and subsequent training on them should focus on equipping helpline operators to be able to respond to calls from GBV survivors. Specifically, protocols should include: • How to communicate with GBV survivors remotely via the phone, which is different from communicating in person. 38 IRC, 2018, p63-64. 31 • How to provide GBV survivors with appropriate assistance. o Standard Operating Procedures should be developed as well to provide additional information on responding to GBV survivors, so both protocols should be read in conjunction with each other. More information can be found in the section below. • A code of conduct for helpline operators. This should be signed by all front-line staff to show they adhere to the principles. • A safeguarding policy and child protection policy should be created to have clear guidelines on how MGCSW protects children. This should be signed by all front-line staff to show they adhere to the principles. In addition, regular training given in at least yearly intervals should be provided to all helpline operators and to refresh their knowledge on GBV response, as well as communication skills and case management and data collection. An anonymous feedback system should be created to allow helpline staff, caseworkers and all who work on the helpline to give feedback on ways to improve the service. The system should be anonymous, so workers feel free to tell the truth, without fear or pushback or retaliation from MGCSW or helpline management. 5.1.6.2 Standard Operating Procedures (SOPs) In addition to training protocols, Standard Operating Procedures (SOPs) on the national GBV helpline should be developed. The protocols should be comprehensive and rooted in best practice39. Helpline SOPs should include information on: • A script to begin each call including basic legal rights survivors have. • Establishing call safety with the survivor, including what to do if a call is interrupted. • Communication techniques to establish a rapport quickly. • Using the equipment and MIS to record calls to the helpline. • How to handle non-survivor calls e.g. nuisance/abusive calls, survivors relatives. • How to handle follow up calls from survivors. • Information on how to deal with calls from specific groups e.g. people with disabilities, male survivors. • Where to refer survivors to if they are in urgent need of assistance or in danger. Data from the helpline should be collected from survivors in a way that limits identification and any information shared for reporting purposes should be non-identifiable. All information from helpline calls should be inputted directly into the helpline MIS and no identifying information should be written down about a case. If information is written down on a paper, e.g. for in person follow up or notes for discussion as supervision, the operators should aim to not write identifiable information about a survivor e.g. name, address. Survivor data should be managed and stored with the survivors’ full consent and a data protection, collection and storage policy should be created for the GBV helpline. All data should be managed and stored in a safe and secure environment, either electronically in a 39 UNFPA, 2021, p22 32 password protected system/device, or if written notes/information on paper in lockable filing cabinets. It is suggested that policies on data should be aligned with the General Data Protection Regulation. 5.1.6.3 Government strategic policies As well as helpline specific guidelines and policies, it is important that the national GBV helpline is guided by Government policies on GBV, gender, women’s equality and other related issues. Government policies should guide all those working in the GBV sector in South Sudan - they provide clear direction and can align programmes working in the sector and encourage coordination. 5.1.6.4 Referral systems mapping As well as key training protocols, SOPs and government wide strategic policies, helpline operators should also have extensive knowledge on referral systems and response service providers operating in South Sudan. This is one of the most important aspects of a helpline and would be expected and essential for any helpline, as the national GBV helpline will ultimately signpost GBV survivors to local response services in their area. As such, helpline operators should have extensive knowledge of all referral pathways and response services available in the country. To ensure the information helpline operators provide to GBV survivors is the most accurate, referral pathways should be updated on a regular basis (at least bi-monthly) to ensure no information is out of date. As well as this, a mapping of regional support staff and/or partners should be conducted to ensure that even in locations where there are no response services, e.g. where there are no OSCs, survivors can still access assistance if necessary. This may be in the form of women- led organizations (WLOs) or trusted selected female leaders based in communities. The sub- national GBV sub clusters can support with providing information on these WLOs, trusted female leaders and other regional support staff. 5.1.7 IT Systems and infrastructure IT systems and infrastructure are vital to ensuring the national GBV helpline is robust and that GBV survivors get the best service. The IT systems and infrastructure needs of the national GBV helpline are listed below. It is important that the system functions effectively and meets these requirements in order to provide a good service to GBV survivors. 5.1.7.1 Staff IT equipment Hardware: Helplines should use work issued smartphones and laptops, with a passcode and relevant antivirus and antimalware apps. A printer may also be required to print out follow- up forms and print out protocols and training slides to ensure helpline operators have easy access to this information during work hours. 33 5.1.7.2 Helpline IT needs MIS: A helpline should have an associated electronic, secure Management Information System (MIS) which documents all calls received, a summary of the call, contact information for the caller and the ability to detail referral or follow up conducted. The database needs to be robust, with strong encryption and data security as the information stored in the system is highly sensitive and personal. An interactive dashboard should be available for staff to keep track of cases, including if a case has been resolved or is still ongoing and requires follow up. Server: For the database or MIS to function, there needs to be a server either remotely or on-site to hold and store all information in the system. Encryption, data collection and IT management: There needs to be a strong IT management function to ensure the database/MIS linked to the national GBV helpline is robust enough to manage a large volume of calls and data. 5.1.7.3 Infrastructure Electricity: Constant electricity/power and internet should be provided to helplines, so that the risk of missing calls from survivors and data being lost/not saved is reduced. Internet: A reliable source of internet is needed for the database system to run. Private and confidential space: GBV helpline services should be conducted in a private space where no one else can overhear calls and so callers do not hear background noise when they are reporting instances of GBV. In addition to the space being in a quiet area, investments in insulation to hide background noise could be made if the allocated space is noisy. In addition, there should be secure, lockable cabinets available to store any paper records or notes from the helpline and air conditioning units may be necessary to ensure helpline workers are comfortable at work. 5.1.8 Advantages of proposed design The design of the proposed national GBV helpline will ensure GBV survivors are supported through the whole cycle of help and recovery. The design ensures that the helpline could be run with a small team of helpline operators and case workers, it is suggested five full-time staff to begin with, and have direct links to WLOs and women leaders in communities. The national GBV helpline can be accessed directly by GBV survivors with no pre-existing relationship with a GBV service provider or gender focal point. Helpline staff will be well equipped and prepared to provide assistance to survivors who have suffered a range of violence (including sexual and physical) as helpline operators will have backgrounds in counselling and social work, and there will be regular GBV training and specific in-depth protocols created for the helpline, including an extensive referral mapping. 34 5.1.9 Limitations of proposed design As noted in the Institutional Capacity Assessment40, the MGCSW has a limited capacity in terms of human resource, IT infrastructure and systems and policies and processes. This may make implementing the proposed design difficult and a resource intensive process. To build the capacity of the MGCSW in these areas to the required level for a national GBV helpline to operate, large amounts of investment are required, which may take time. In the Institutional Capacity Assessment, some practical recommendations were suggested to support the operationalization of a national GBV helpline in the short term before full capacity is reached and to assist the national GBV helpline becoming operational in a timely manner. They include: • The MGCSW to recruit five consultants instead of members of staff to operate the helpline and to hire a remote psychological supervisor consultant. • The helpline has limited hours of operation to be aligned with MGCSW opening hours, e.g. 9am - 5pm, Monday to Friday. Having a helpline that is operational 24 hours a day, 7 days a week may not be suitable if response services for the GBV survivors are not also open 24 hours a day, 7 days a week. This would need to be verified in the suggested referral mapping exercise. • Limiting the range of languages spoken by the helpline operators, to the three main languages in South Sudan. • The partner mapping and training could be conducted by external consultants, instead of MGCSW staff. • Training protocols could be adapted from other existing helplines in South Sudan. • A timetable could be created on when all Government policies will be updated, instead of all policies being created before a helpline is operational. In the Institutional Capacity Assessment41, two short-term designs were recommended which could be implemented before the full design of the ‘helpline for survivors’ is implemented. They are: 1. The MGCSW could partner with one of the existing helplines to either help strengthen existing operations or broaden their reach so that it is national. 2. The national GBV helpline could operate as suggested, as a helpline providing psychosocial support and counselling to GBV survivors over the phone and referring them on, but just for limited hours e.g. 9am - 5pm Monday to Friday. Out of these hours, there could be an answer phone message referring survivors to alternative helplines. These could be short-term options to implement before the capacity of the MGCSW is built up to have a full-scale national GBV helpline based within the MGCSW. It is worth noting that partnership options depend on political will by the MGCSW and by the willingness of other helplines to be part of a ‘national network’ so before any of these designs are taken forward, the report would suggest that the MGCSW immediately begin discussions with different helpline operator on this possibility. 40 CGA Technologies, February 2023. 41 CGA Technologies, March 2023, (p38 - 52) 35 One limitation in all designs, is that there is a risk of burnout of helpline operators and case workers, as they will be receiving calls directly from GBV survivors, who may be in distress. However, measures have been mentioned within the rest of the Framework Report & User Manual to try and mitigate this risk. Whichever design is taken forward by the MGCSW, the below guidance on the overarching framework, action plan, monitoring process and User Manual are all applicable for a best- practice GBV helpline in South Sudan. 36 6 Action plan to prepare for and set up the National GBV Helpline To help prepare for and set up the national GBV helpline it is important that a clear action plan is in place, to ensure the helpline is set up in a robust and sustainable way. This section suggests an action plan the MGCSW and World Bank could take in setting up the helpline. 6.1 Steps for establishing the National GBV Helpline UNFPA, in their ‘Guidelines for establishing hotlines to support survivors of Gender-Based Violence’42 have suggested the following ten steps (Figure 3) that need to be taken in order to establish a national helpline for GBV survivors. Figure 2: Steps for establishing helpline services (UNFPA) The report further proposes an additional final step - ‘Awareness Raising’. This final step is important for GBV survivors and community members, who may refer survivors to the helpline, know that the helpline exists and how to report. Table 4 summarizes the steps needed for establishing the national GBV helpline, as well as providing an assessment on progress and findings made on each step to date. 42 UNFPA, 2021, p1. 37 Table 4: description of the steps for establishing the national GBV helpline and progress made to date. # Step Description43 Progress to Findings made to date in relation to the date national GBV helpline 1 Assessment and Before it is decided to open Completed This has been undertaken recently by CGA44, service mapping a helpline for GBV survivors, with findings showing there are seven an assessment and mapping existing helplines in the country responding of the need and existing to GBV survivors but none with national services should be reach. Research found there are OSCs in all conducted. Gaps in service regions. The GBV Sub-Cluster is very active in provision should be GBV coordination and child protection. It has identified, as well as referral been established that a helpline, with and response services national reach, could provide important available in the country psychological first aid and guidance on next already. steps, including linking survivors to OSCs. The findings should also be validated by the GBV Sub-Cluster to ensure all national level referral services are included. 2 Technology The quality of technology Completed This has been undertaken recently by CGA45, evaluation infrastructure should be with findings showing that only 20% of South established, including levels Sudan has mobile network coverage, and of coverage. An evaluation only 12-20% of citizens have access to should be done on rates of phones46. There is a 12% difference in the ownership on phones, proportion of men who own phones, which will be used to compared to women47. A toll-free number contact the helpline, as well for the helpline would ensure the helpline is as information on the accessible to all who can access a phone, and gendered control of these alternative GRM channels have been assets. researched by CGA to ensure there are multiple reporting channels for GBV survivors. Research by CGA found that the MGCSW has a very limited capacity in IT systems and infrastructure and recommended that substantial investments are made for the helpline to be functional. 3 Service profile The service profile of the Completed This has been undertaken recently by CGA48 helpline should be decided including in this report. A helpline for GBV upon, including the identity survivors has been proposed, with staff with and needs of its intended social work and counselling backgrounds users, implementation staffing the helpline phones. It has been models including the proposed callers to the helpline should identity and training of the receive initial psychological first aid, before 43 Edited from the UNFPA, 2021, p5-53. 44 CGA Technologies, December 2022a.; December 2022b; February 2023. 45 CGA Technologies, December 2022a.; December 2022b; February 2023. 46 Media Landscapes, 2022. 47 Internews, 2021. 48 CGA Technologies, December 2022a.; December 2022b; February 2023. 38 staff who will answer calls, being referred onto response services locally the scope of functions the to the location they are ringing from. The helpline will perform and national GBV helpline design that has been how the helpline will be proposed by CGA has extensive coordination positioned and framed with partner organisations and the GBV Sub within the existing GBV Cluster will play a large role in validating all landscape of the country. documentation and guidelines. 4 Information This includes the creation of In progress Some of these documents have been services information that is both suggested by CGA within this Framework provided to callers and that Report, including suggested tools and forms is used by helpline staff to for helpline staff to use, and suggested SOPs guide their work. This could for answering the helpline. It is include documents like recommended that all documentation is SOPs, referral pathways rooted in international, best-practice and all mapping, helpline training documents should be validated by the protocols and reference MGCSW and GBV Sub Cluster before use. It is material. important that any SOPs or policies that MGCSW develops for the helpline are in-line with national policies. 5 Human resources This step includes the In progress In the Institutional Capacity Assessment recruitment, training, conducted by CGA49, the MGCSW’s capacity scheduling, supervision, in human resource was assessed and found and support for wellbeing of to be limited. Recommendations were made the staff who will work on on numbers and types of staff to hire for the the helpline. specific roles needed to run the national GBV helpline. 6 Physical A private physical space In progress In the Institutional Capacity Assessment infrastructure needs to be identified for conducted by CGA50, the MGCSW had not yet the helpline to operate identified a physical space where the from. helpline could operate from. It is recommended that the MGCSW identify a space that is private and away from background noise, so callers are not interrupted when disclosing sensitive information. 7 Training Helpline staff should be Not started No training has been developed or given comprehensive undertaken yet with members of the training on GBV response, MGCSW. It is recommended that the technology, communication protocols and information be developed style, referral practices and before training is conducted. CGA documentation. All helpline recommended in the Institutional Capacity staff should be given Assessment51 that training should be given to training, even if they are all helpline workers on GBV, psychosocial experienced GBV support, case management, data protection, 49 CGA Technologies, February 2023. 50 CGA Technologies, February 2023. 51 CGA Technologies, February 2023. 39 practitioners. collection and storage, confidentiality, encryption, as well as SOPs once they have been developed for the national helpline. It is recommended that all training slides and SOPs/documentation are printed out to ensure helpline operators have easy access to this information during work hours. 8 Documentation As well as information being In progress Within this Framework Report, tools and developed (step 4) and forms have been suggested for helpline training conducted (step 7), operators to use. CGA suggested the Gender a system to manage the Based Violence Information Management documentation of GBV System (GBVIMS) documentation to be used, survivors should be as they are rooted in best-practice and are identified and put in place. currently in use by existing helplines in South Documentation should be Sudan. It is recommended that all collected only when documentation should be validated by the informed consent has been MGCSW and GBV Sub Cluster before use. given by the survivor. 9 Data protection A decision needs to be In progress Within this Framework Report, GBVIMS tools made about which data is and forms and database/system have been collected from survivors suggested for helpline operators to use. and in what format, These suggest which data to collect from including which system is survivors and in what format. The used to collect data. This Institutional Capacity Assessment52 step is highly linked to step conducted by CGA on MGCSW showed there 8. This step also considers is no data protection, collection and storage data protection and storage policy in place at the moment, so it is policies, if there is a data recommended one is created. The policy backup plan and what and if should be validated by the MGCSW and GBV data will be shared with Sub Cluster before use. donors/media. 10 Monitoring This step includes Not started This step can only be started once the monitoring the operations helpline is up and running. Within this of the helpline to ensure it is Framework Report, a monitoring process and running smoothly, as well as tools have been suggested that the MGCSW monitoring that policies and could use. protocols are being adhered to, e.g. data collection, data storage, and regular supervision of helpline operators. 11 Awareness raising This step includes regular Not started This step can only be started once the awareness raising activities helpline is up and running. A suggested first so that both GBV survivors awareness raising event could be the launch and community members of the national GBV helpline, with key 52 CGA Technologies, February 2023. 40 know that the helpline stakeholders invited to a launch ceremony, exists. This step could as well as members of the media who will involve outreach activities then publicise the helpline. in communities, as well as media campaigns. In summary, progress has been made under this current project towards the above steps required to prepare for the creation of a national GBV helpline. The first three steps in the process have been completed, with information provided by CGA on the assessment and service mapping, technology evaluation and service profile. Progress has been made on the steps of information services, human resources, physical infrastructure, documentation, and data protection - but what is left is for policies and recommendations to be implemented. No progress has been made to date on training, monitoring or awareness raising of the national GBV helpline, as these can only begin once the helpline is operational. The following section provides an action plan on the remaining steps that are needed to prepare for and set up the national GBV helpline at MGCSW. 6.2 Action plan for remaining steps As outlined in 5.1, some progress has been made towards the steps to establish a national GBV helpline, but there is work that is still outstanding. Table 5 provides a summary of the remaining steps to be undertaken for the national GBV helpline to be operational. Table 5: Action plan for remaining steps in creation of the national GBV helpline # Step Actions to complete Responsible 1 Assessment and ➔ Reports shared with MGCSW. MGCSW; World service mapping ➔ In-depth service mapping of referral pathways in all Bank locations should be conducted, including building on MGCSW own knowledge, GBV Sub Cluster resources and GBV referral services database, when functional. 2 Technology ➔ Reports shared with MGCSW. MGCSW; World evaluation ➔ Decision made about investments in technology at Bank MGCSW, including access to power, internet, IT equipment for helpline staff, server and identification of helpline number. 3 Service profile ➔ Reports shared with MGCSW and a decision made about MGCSW; World service profile and design of national GBV helpline, e.g. Bank hours of operation, name, toll-free line, and number. This will include meetings with mobile network operators and National Communications Authority to secure the toll-free line and number. Securing the toll-free line will require investment from donors. 41 4 Information ➔ Reports shared with MGCSW and a decision made about MGCSW; World services which documentation to use going forward. This includes Bank; GBV Sub SOPs for the national GBV helpline. Cluster ➔ Once agreed, the documentation should be shared with the GBV Sub-Cluster for validation. ➔ Mapping of referral service providers by GBV Sub-Cluster and the GBV referral services database currently being developed under this World Bank funded project should be reviewed and validated for use for the national GBV helpline by the MGCSW. All partners should be screened and reviewed to ensure they conform to the basic GBV principles of confidentiality, respect, safety, non- discrimination, and informed consent. 5 Human resources ➔ Reports shared with MGCSW and a decision made about MGCSW; World the level of recruitment needed, e.g. number and types of Bank staff. ➔ Recruitment of staff to fulfil the roles required for the national GBV helpline to operate. ➔ Robust rota system created to ensure the helpline is adequately staffed at all times. ➔ Regular supervision scheduled and conducted by psychological supervisor to all helpline operators/caseworkers. ➔ Self-care practices encouraged to minimise burnout. 6 Physical ➔ A private, adequate working space identified within the MGCSW; World infrastructure MGCSW where the helpline can operate from. Bank ➔ An assessment conducted on the identified space to ensure it is quiet, so callers hear no background noise when reporting cases. ➔ Investments made if required, including investing in insulation to ensure no background noise, purchasing secure lockable spaces for documentation and records, e.g. filing cabinets and safes, and air conditioning units and other furniture for offices. This will require investment from donors. 7 Training ➔ External consultant with extensive experience of GBV and MGCSW; World working in FCV settings identified to deliver training to Bank national GBV helpline staff. This will require investment from donors. ➔ Training scheduled for all helpline workers on GBV, psychosocial support, case management, referral pathways, data protection, collection and storage, confidentiality, encryption and SOPs (once they have been developed and validated). ➔ All training slides and SOPs/documentation printed to ensure helpline operators have easy access to this information during work hours. 42 ➔ Training repeated on a yearly basis. 8 Documentation ➔ Reports by CGA shared with MGCSW. MGCSW; World ➔ The GBVIMS system to manage documentation of GBV Bank survivors should be put in place. This will require investment from donors, including for training of staff on the relevant documentation and system. 9 Data protection ➔ Reports by CGA shared with MGCSW. MGCSW; World ➔ A decision made on which data to collect from survivors, Bank; GBV Sub and in what format. CGA suggests the GBVIMS Cluster tools/forms/system to be used. Dashboard and app created for use by helpline staff to record calls, with secure encryption capabilities. ➔ Policy on data protection, collection and storage created, as well as a data backup plan and agreement on what data will be shared with donors/media. ➔ Once created, this policy should be shared with the GBV Sub-Cluster for validation. 10 Monitoring ➔ Reports by CGA shared with MGCSW. MGCSW; World ➔ A decision made on which monitoring tools to use. Bank ➔ Monitoring of GBV helpline conducted on a regular basis (e.g. at month 9 and 18 of the pilot). 11 Awareness raising ➔ Coordination activities can start before the helpline is MGCSW; GBV operational. Senior Ministry staff should engage with Sub Cluster; other Ministries, GBV service providers, donors, INGOs, media NNGOs, UN agencies and community/women’s groups to raise awareness of the helpline. ➔ Once the helpline is set up, a launch event should be organised. Key stakeholders, donors and the media should be invited. ➔ Regular awareness raising activities should be conducted on the helpline. This may include radio jingles, posters, or presentations during community meetings to encourage word of mouth publicity. This could be managed by the MGCSW or a specialist communications or social advertising company. 6.3 Suggested timeline for the pilot of the National GBV Helpline CGA recommends that the national GBV helpline pilot is initially set up with an eighteen- month time frame. Once the national GBV helpline operations have started e.g. the phone lines are open, it is key that there is ongoing monitoring and evaluation (M&E) of the effectiveness of the helpline. This will provide insights into the successes of the helpline and suggest areas of improvements for the MGCSW to improve the service. An 18-month pilot will enable any 43 adjustments in the design or operations to be made and results to be seen and monitored in order to see if they had the desired impact. Table 6 suggests a timeline for the pilot of the national GBV helpline. Table 6: Timeline for pilot of National GBV Helpline, including M&E Month(s) Description of activity • All background work is done to ensure the national GBV helpline is set up in a robust way e.g. toll-free number is identified, name is agreed, staff 1-3 are recruited and trained, IT systems and infrastructure at MGCSW are in place, SOPs and other tools/documentation/policies are created and validated. • The National GBV helpline operations start with a launch event where donors, stakeholders, community, women, and religious groups are invited. • The helpline number is now live and GBV survivors can start to call the 4 number and use the service. • Sensitization activities commence to raise awareness of the helpline in communities. • There is ongoing monitoring and feedback given from helpline staff and GBV survivors. • There is a mid-term evaluation of the helpline. The reports are shared 9 with donors and GBV Sub Cluster. • There is an end-line evaluation of the helpline. The reports are shared 18 with donors and GBV Sub Cluster. • A decision is made on whether to extend the project. 44 7 Monitoring process and tools to assess the effectiveness of the National GBV Helpline Monitoring and evaluation (M&E) of a program is important to understand what has been achieved in a project, and what has been implemented53. The M&E conducted should ensure the helpline is running smoothly, as well as monitor that policies and protocols are being adhered to. For example, that data is being collected and stored in the correct way and that there is regular supervision of helpline operators. It is suggested that the monitoring of the national GBV helpline be conducted in two ways: 1. Ongoing monitoring by helpline staff and survivors, in which they can feedback concerns or comments they have about the helpline service. 2. Targeted monitoring at set periods within the pilot. This should be conducted by an external team of evaluators and be more structured and formal in its approach. Approach to monitoring ‘GBV is a complex public health problem that is rooted in unequal power dynamics and inequitable gender norms. Research and M&E of this topic therefore requires researchers and practitioners to take a different approach to study design and data collection compared to many other public health topics.’54 All information collected during the monitoring process should be done using a gender lens, and in an ethical and safe way. Monitoring should also be conducted in a participatory approach. Table 7 presents how these principles will be adhered to during the suggested monitoring of the national GBV helpline. Table 7: M&E Principles and how they have been included in the design. Monitoring Sub-principle How this has been adhered to in design principle Gender lens Acknowledge the role of • Ensure that the monitoring team is made up of GBV gender norms in the design, experts, who are locally-based, so they have a data collection and analysis strong understanding of the context in South stages. Sudan. • If necessary, ensure the monitoring team conducts a training session with all researchers on GBV and survivor-centred approach before the monitoring process begins. Ethical and safe Monitoring should adhere to • Research should be conducted in a safe and ethical the ‘do no harm’ principle way, with informed consent from all participants and keep respondents safe at given before starting data collection. all times. The benefits of conducting M&E should 53 Global Women’s Institute, 2017, p3 54 Global Women’s Institute, 2017, p3 45 outweigh the risks that may • Researchers should make it clear data will be used arise. in a confidential way, and no identifiable data will be shared. • Interviews to be conducted in a private and safe space, with alternative activities in place in case the interview is disturbed. • Respondents of the opposite sex to be interviewed in separate locations/interviews. Participatory Engage GBV survivors and • GBV survivors should have the opportunity to approach local groups so their voices provide ongoing feedback on the helpline. are represented, and local • GBV Sub Cluster and other local groups including ownership is encouraged. WLOs are interviewed as part of the monitoring. These groups should review the final data analysis report. 7.1 Ongoing monitoring by helpline staff and survivors Data collection including for ongoing monitoring of the national GBV helpline should be participatory in approach and should allow both survivors and helpline workers to provide feedback on the helpline. 7.1.1 Feedback from helpline staff An anonymous feedback system should be created to allow helpline staff, caseworkers and all who work on the national GBV helpline to give feedback on ways to improve the service. The feedback system should be anonymous, so workers feel free to tell the truth without fear or pushback or retaliation from MGCSW or helpline management. A suggestion box should be placed in the corner of the helpline office where staff can put anonymous suggestions in. The box should be situated in a place where staff will go regularly, e.g. near the printer, so that it is not obvious if staff are making a suggestion. The suggestion box should be opened by the helpline manager once a month and feedback should be collated and acted upon. 7.1.2 Feedback from GBV survivors It is important to involve survivors in the monitoring of the national GBV helpline, and wherever possible, feedback should be solicited from the users of the helpline. As the helpline is a remote service and GBV survivors do not attend the helpline in person, feedback on the helpline will need to be collected remotely. All feedback collected should be reported back to the helpline and recorded for monitoring purposes. One way for this could be: 1) Feedback during case management and follow up 46 Feedback from survivors could be solicited by OSCs, WLOs or community groups when conducting regular follow ups with the survivor. Survivors could be routinely asked when conducting follow ups if they would be comfortable in providing anonymous feedback. If they answer yes, the following questions could be asked to better understand the functioning of the helpline, and how it could be improved. When you used the National GBV helpline: • Did you feel satisfied with the service you received? • Did you feel you were listened to and respected? • Did the helpline operator explain to you your legal rights? • Do you have any suggestions on how the helpline can be improved? 7.2 Targeted monitoring at set periods Standardized M&E surveys to measure the impact of the national GBV helpline should be conducted. This should be conducted by an external team of evaluators to ensure a level of independence. The evaluators should include experts that are familiar with South Sudan or have experience of the country. The monitoring team should contain GBV and case management experts, as well as IT and data management experts. It is suggested that this targeted monitoring is conducted at month nine and month eighteen of the pilot of the national GBV helpline. The monitoring should be carried out by the same team using a standardized approach, so results from month nine and eighteen can be compared. The targeted monitoring should include: • KIIs with helpline operators, helpline manager, psychological supervisor and IT staff. • KIIs with survivors who are willing to be involved. An opportunity to collect this could be at the same time as regular follow up with survivors. One helpline and the OSC in Tonj currently collect feedback this way. • KIIs with wider MGCSW staff, donors and stakeholders who do not directly work on the helpline e.g. OSC staff. • An exercise to observe the functioning of the helpline, including seeing how callers’ cases are dealt with on the phone. • A review of the helpline call log. • A review of suggestions from helpline staff and feedback from GBV survivors. • A review of pre-generated, automatic MIS reports on key variable of interest to assess the helpline’s performance overtime. 47 The end-line monitoring conducted at month 18 should make conclusions as to the further viability of the helpline, and any necessary adjustments that should be made. 7.2.1 Key Questions: UNFPA suggests key questions that should be kept in mind when monitoring GBV prevention and response programs55: • Benefits and the positive impact of the project o What do women, girls, boys and men think and feel about the project? o What benefits is the project bringing to the lives of the target population? • Participation, access and leadership of the project o How are women, girls, boys and men participating in the project? o What is the extent of their participation? o What barriers to participation are being experienced? How can they be overcome? o Does action need to be taken to enhance the participation of girls and/or women in decision-making or leadership? o Are there other at-risk subgroups that need to be addressed through this project? • Negative consequences and adverse impacts of the project o Is the project worsening the situation for women, girls, boys and men? In what ways? To what extent? o What will be done to change this negative impact? • Equity of the project o Are some groups of women, girls or other at-risk groups in that context being excluded? Who is not being reached? • Levels of empowerment o Are women and girls being empowered? How? To what extent? o What else needs to, or can, be done to enhance their empowerment? In addition to UNFPA’s questions, it is important to find out information on the process and functioning of the helpline. Other suggested questions on this topic are: • Do you feel the helpline should run 24 hours a day, 7 days a week? • Do you feel there is sufficient staffing at the helpline? • Do you feel the helpline operators are knowledgeable and have had appropriate and adequate training? • How well is the partnership between stakeholders and the helpline? 7.2.1 Data analysis sharing and next steps The data analysis report from the mid-term and end-line monitoring exercises should be shared with and reviewed by the helpline staff/MGCSW, donor and GBV Sub Cluster. This 55 UNFPA, 2015a, p77. 48 will ensure the M&E is rooted in best practice, as suggested by the ‘Inter-Agency Minimum Standards for Gender-Based Violence in Emergencies Programming’56. Following reviewing of the reports, an assessment should be conducted by MGCSW helpline manager of the likelihood of the problems being resolved within the pilot period and a clear work plan should be developed listing the next steps. Following the end-line monitoring conducted at month 18 there should be a decision made as to whether the national GBV helpline project will be extended. In addition, a decision should be made on whether the helpline should continue to be operational 24 hours a day, 7 days a week going forward. Suggested data collection tools can be found below, for the mid-term and end-line evaluation exercises. The suggested data collection tools should be modified for each type of person being interviewed, e.g. if it is a helpline operator, survivor or GBV stakeholder. 7.2.2 Suggested monitoring tool for mid-term and end-line evaluation exercise 7.2.2.1 KIIs with non-survivors The below tool is suggested to be used when conducting monitoring and evaluation interviews with helpline operators, helpline manager, psychological supervisor, IT staff, other MGCSW staff and donors/stakeholders. Key Informant Interview - Questionnaire for non survivors [Please fill out respondent answers in red to aid transcribing and analysis] Date of interview Name of researcher Name of person interviewed Job title Organisation Male/female Introduction to the evaluation (to read aloud to the respondent) 56 UNFPA, 2019. 49 In [date] the Ministry of Gender, Child & Social Welfare (MGCSW) launched a National GBV Helpline to provide 24-hour support to GBV survivors across South Sudan. [Name of company] has been brought on to conduct a mid-term evaluation on the National GBV Helpline run by the MGCSW. We are interested to know what is working well, what needs improving and what suggestions you may have on ways the helpline can be improved. Today we will ask you a set of questions so we can conduct this evaluation. Your insights will enable us to make recommendations to the MGCSW on how they can strengthen the national GBV helpline, hopefully contribute to a wider evidence base on what GBV prevention, mitigation, and response measures work in fragile, conflict and violence settings like South Sudan. We encourage you to speak openly and freely. We will not name you in our final report – the findings of this interview will be kept anonymous. Explanation of terms Gender Based Violence (also referred to as GBV): gender-based violence is violence and harmful acts that are directed at an individual based on their gender. In South Sudan, rates of GBV are extremely high with women and girls commonly suffering violence. GBV against men and boys is also common and includes issues such as forced military conscription, rape and physical violence in war. GBV includes different forms of violence against adults and children such as child and forced marriage; rape (in conflict and in marriage); sexual harassment and exploitation; trafficking; physical violence and bullying. PSEA (prevention of sexual exploitation and violence): This term is used by the United Nations and non-governmental organisation community to refer to measures taken to protect vulnerable people from sexual exploitation and abuse by their own staff and associated personnel. VAWG (violence against women and girls): refers to physical, emotional, sexual and economic violence against women and girls. Introduction and Consent Introduction and consent to be read. My name is [xxx] and I am an impartial independent researcher working to conduct an evaluation of the National GBV Helpline on behalf of the Ministry of Gender, Child & Social Welfare (MGCSW). 50 I would like to ask you some questions about the National GBV Helpline, is it okay for me to continue? We want you to share your views freely and these questions are not to test you, judge you, or assess you. There are no right answers, and there are no wrong answers. You can stop the discussion at any time and don’t have to answer any questions you do not want to. We will gather the information told to us, with other information, into a report which will be shared with MGCSW. The report may also be shared with other stakeholders working in the GBV and social safety net sector. Are you still happy to proceed with the discussion? We will be taking notes and recording what is said but this will be stored securely, and all information collected will be anonymized so no one will know who said what. We will not share any personal answers with anyone unless we think you are in danger. There will be no direct benefit to you for participation in this evaluation study. However, we hope that the information obtained from this study may help us understand better how the National GBV Helpline is functioning and what improvements, if any, should be made to the design or operations. The interview will last about half an hour, but you can stop at any time, and you do not have to answer any questions you do not want. “Would you like to participate in this activity today?� [If no, allow them to leave]. If yes, do you have any questions for me before we begin? Should you have any questions about the research, please contact: Research Lead: [Name, phone, email] Oral Consent Statement Name of key informant: Date: Name of Researcher/Enumerator: I have read the preceding information to the participant. I confirm that they understood the information that has been read to them and have had the opportunity to ask questions. The respondent has provided verbal consent to participate voluntarily. ◻ Agrees to participate (please tick ONE) ◻ Does not agree to participate (please tick ONE) Key Informant Interview 51 We will now start the Key Informant Interview. The interview will last about half an hour, but you can stop at any time, and you do not have to answer any questions you do not want. Awareness of the National GBV Helpline � Have you heard of the National GBV Helpline? (Y/N) � Do you think the National GBV Helpline is working well? (Y/N) ○ If Y, what is working well about it? ○ If N, why do you think it is not working well? � Do you think the National GBV Helpline is well known? � Do you have any suggestions as to how the National GBV Helpline can better raise awareness of its service? � Do you know that the helpline is providing a 24-hour service, 7 days a week? (Y/N) � What are your overall thoughts on the National GBV Helpline? [Prompt: do you think it is working well?] � Do you think there are any aspects of the National GBV Helpline that can be improved? Principles of the National GBV Helpline � Do you think the National GBV Helpline is providing survivor-centred care? (Y/N) ○ If N, how do you think this could be improved? � Do you think the National GBV Helpline is providing confidential care? (Y/N) ○ If N, why not? � Do you feel the helpline should run 24 hours a day, 7 days a week? (Y/N) ○ If N, why not? Case management � Have you been referred cases by the National GBV Helpline? (Y/N) ○ If Y, roughly how many cases have you been referred to each month? � Do you think the process for referral and case management is working well at the moment? (Y/N) ○ If Y, what is working well about it? ○ If N, what could be improved? Training, capacity and human resource � Do you think the National GBV Helpline is well-staffed? (Y/N) ○ If N, how many staff/which roles do you think needs extra support? � Do you think the National GBV Helpline staff are well trained and knowledgeable? (Y/N) ○ If Y, what are they most knowledgeable on? 52 ○ If N, what areas could they improve on? Coordination and liaison with other GBV stakeholders � Have you had any contact with staff from the National GBV Helpline? (Y/N) ○ If Y, what kind of contact? � Does the MGCSW National GBV Helpline team attend the GBV Sub Cluster meetings? (Y/N) � Were all policies and protocols for the National GBV Helpline shared with and validated by the GBV Sub Cluster? (Y/N) ○ If Y, when did this date place? ○ If N, do you know why not? � How well do you feel the partnerships between GBV stakeholders and the helpline is going? The following section should only be asked to members of helpline staff or MGCSW officials. Helpline operations � How many calls do you usually answer in one day when you are on shift? � What location are most of the calls from? � What sex are most of the callers? � What is the most common age of callers? � What do most of the caller’s report? [Prompt: what is the most common type of violence survivors report to you?] � Do you get nuisance calls? (Y/N) ○ If Y, how many nuisance calls do you get in one day when you are on shift? � What languages are most widely spoken by GBV survivors who call? � Has the National GBV Helpline got staff who speak all of these languages? � Have you been trained in GBV response and how to answer the helpline? (Y/N) ○ If Y, please give the date of the last training. Supervision and mentoring � Have you been getting regular supervision and mentoring? (Y/N) ○ If Y, please give the date of the last supervision session. � Do you practice self-care? (Y/N) ○ If Y, what methods of self-care? ○ If N, why not? � Is there anything else the MGCSW could do to support you better? Case management � Where do you mainly refer survivors to? [Prompt: OSCs, community groups, partners, 53 police, regional hospital] � What has the relationship been with partners or organisations you refer cases to? [Prompt: very good, good, OK, poor] � Do you regularly follow up on any cases? (Y/N) � What % of cases does the MGCSW follow up with? � What have the outcomes been of the follow ups? Technical, IT, equipment and infrastructure � Do you feel you have adequate IT equipment to fulfil your role? (Y/N) ○ If N, please explain which IT equipment is missing. � Are all the IT equipment you have functioning and in working order? (Y/N) ○ If N, please explain. � Do you feel the infrastructure at the National GBV Helpline is adequate? (Y/N) � Have there been any IT problems which have meant the helpline hasn’t been able to function? (Y/N) ○ If Y, please explain. � Do you report IT issues to the MGCSW IT Staff? (Y/N) ○ If Y, did they solve your issue? ○ If N, why do you not report to the IT Staff? Data protection, collection, management and storage � How do you collect data when a survivor calls the helpline? � What protocols are in place for data protection, collection, management and storage? � Have you read the MGCSW Data Policy? (Y/N) � Have you been trained in how to collect data? (Y/N) ○ If Y, please give the date of the last training. � Have you been trained in the GBVIMS system used to collect data? (Y/N) ○ If Y, please give the date of the last training. � Are the data collection tools and systems being used regularly by staff? (Y/N) ○ If N, why not? Policy, protocols and procedures � Have you read the National GBV Helpline SOPs? (Y/N) � When you are at work, do you have access to the script for speaking to survivors? (Y/N) ○ If N, why not? � Are there printed out policies and posters outlining the helpline’s policies and protocols available to you when at work? (Y/N) � Have you received training on the National GBV Helpline SOPs and other related protocols and policies? (Y/N) 54 ○ If Y, please give the date of the last training. To finish the interview, are there any further comments or ideas you would like to share related to the national GBV helpline? Thank you for taking the time to speak to us today. 7.2.2.2 KIIs with GBV survivors When interviewing GBV survivors, a more semi-structured format should be used, with more open-ended questions giving the survivor space to explain their thoughts. The below questionnaire has been suggested. Key Informant Interview - Questionnaire for GBV survivors [Please fill out respondent answers in red to aid transcribing and analysis] Date of interview Name of researcher Initials of GBV survivor Male/female Introduction to the evaluation (to read aloud to the respondent) In [date] the Ministry of Gender, Child & Social Welfare (MGCSW) launched a National GBV Helpline to provide 24-hour support to GBV survivors across South Sudan. [Name of company] has been brought on to conduct a mid-term evaluation on the National GBV Helpline run by the MGCSW. We are interested to know what is working well, what needs improving and what suggestions you may have on ways the helpline can be improved. Today we will ask you a set of questions so we can conduct this evaluation. Your insights will enable us to make recommendations to the MGCSW on how they can strengthen the national GBV helpline, hopefully contribute to a wider evidence base on what GBV prevention, mitigation, and response measures work in fragile, conflict and violence settings like South Sudan. 55 We encourage you to speak openly and freely. We will not name you in our final report – the findings of this interview will be kept anonymous. Explanation of terms Gender Based Violence (also referred to as GBV): gender-based violence is violence and harmful acts that are directed at an individual based on their gender. In South Sudan, rates of GBV are extremely high with women and girls commonly suffering violence. GBV against men and boys is also common and includes issues such as forced military conscription, rape and physical violence in war. GBV includes different forms of violence against adults and children such as child and forced marriage; rape (in conflict and in marriage); sexual harassment and exploitation; trafficking; physical violence and bullying. PSEA (prevention of sexual exploitation and violence): This term is used by the United Nations and non-governmental organisation community to refer to measures taken to protect vulnerable people from sexual exploitation and abuse by their own staff and associated personnel. VAWG (violence against women and girls): refers to physical, emotional, sexual and economic violence against women and girls. Introduction and Consent Introduction and consent to be read. My name is [xxx] and I am an impartial independent researcher working to conduct an evaluation of the National GBV Helpline on behalf of the Ministry of Gender, Child & Social Welfare (MGCSW). I would like to ask you some questions about the National GBV Helpline, is it okay for me to continue? We want you to share your views freely and these questions are not to test you, judge you, or assess you. There are no right answers, and there are no wrong answers. You can stop the discussion at any time and don’t have to answer any questions you do not want to. We will gather the information told to us, with other information, into a report which will be shared with MGCSW. The report may also be shared with other stakeholders working in the GBV and social safety net sector. Are you still happy to proceed with the discussion? We will be taking notes and recording what is said but this will be stored securely, and all 56 information collected will be anonymized so no one will know who said what. We will not share any personal answers with anyone unless we think you are in danger. There will be no direct benefit to you for participation in this evaluation study. However, we hope that the information obtained from this study may help us understand better how the National GBV Helpline is functioning and what improvements, if any, should be made to the design or operations. The interview will last about half an hour, but you can stop at any time, and you do not have to answer any questions you do not want. “Would you like to participate in this activity today?� [If no, allow them to leave]. If yes, do you have any questions for me before we begin? Should you have any questions about the research, please contact: Research Lead: [Name, phone, email] Oral Consent Statement Initials of key informant: Date: Name of Researcher/Enumerator: I have read the preceding information to the participant. I confirm that they understood the information that has been read to them and have had the opportunity to ask questions. The respondent has provided verbal consent to participate voluntarily. ◻ Agrees to participate (please tick ONE) ◻ Does not agree to participate (please tick ONE) Key Informant Interview We will now start the Key Informant Interview. The interview will last about half an hour, but you can stop at any time, and you do not have to answer any questions you do not want. Experience of using the National GBV Helpline � What month did you ring the National GBV Helpline? � Did someone answer the first time you rung? (Y/N) [Prompt: did you have to ring multiple times to speak to someone?] � When you spoke to someone, did you feel safe? (Y/N) ○ If N, why not? � When you spoke to someone, did you feel listened to? (Y/N) 57 ○ If N, why not? � When you spoke to someone, did you feel satisfied with the service? (Y/N) ○ If N, why not? � During the call, did the helpline operator explain to you: ○ Informed consent? (Y/N) ○ That the call was confidential? (Y/N) ○ Basic health information? (Y/N) ○ Your legal rights? (Y/N) ○ Call safety protocol? (Y/N) ○ Immediate danger protocol? (Y/N) ○ Give you emotional and psychosocial support? (Y/N) � Do you think the National GBV Helpline is working well? (Y/N) ○ If Y, what is working well about it? ○ If N, why do you think it is not working well? Awareness of the National GBV Helpline � Do you think the National GBV Helpline is well known? (Y/N) � Do you have any suggestions as to how the National GBV Helpline can better raise awareness of its service? � Do you know that the helpline is providing a 24-hour service, 7 days a week? (Y/N) � What are your overall thoughts on the National GBV Helpline? [Prompt: do you think it is working well?] � Do you think there are any aspects of the National GBV Helpline that can be improved? Case management � Were you referred to somewhere else following the call to the national GBV Helpline? (Y/N) ○ If Y, where were you referred to? [Prompt: OSC] Training, capacity and human resource � Do you think the National GBV Helpline is well-staffed? (Y/N) ○ If N, how many staff/which roles do you think needs extra support? � Do you think the National GBV Helpline staff are well trained and knowledgeable? (Y/N) ○ If Y, what are they most knowledgeable on? ○ If N, what areas could they improve on? To finish the interview, are there any further comments or ideas you would like to share related to the national GBV helpline? Thank you for taking the time to speak to us today. 58 8 User Manual to guide the National GBV Helpline Staff As outlined in the Action Plan (section 5) there are many steps that need to be taken before the national GBV helpline becomes operational. This section provides a practical User Manual for helpline staff to use, including suggestions on: • Tools and forms the national GBV helpline should adopt. • Resources helpline operators should have in front of them when taking a call from GBV survivors, including call answering protocols. • Self-care guidelines for helpline operators. 8.1 GBVIMS tools and forms for the National GBV Helpline The main tools and forms that need to be created for the national GBV helpline are: • Call log - to show who is calling, about what, when and from where, and what actions and solutions have been developed. The call log should follow strict confidentiality guidelines to prevent collecting and documenting information that could put survivors at risk. • Intake forms - detailing the date the call to the helpline was made, survivor information (including age, sex, specific vulnerabilities), details of the incident including area, type of violence (rape, sexual assault, physical assault, forced marriage), time and date of incident, details about the perpetrator and referral prompts. • Informed consent forms - allows the survivor to give consent for their information to be collected and shared with response services, including security services, psychosocial services, health/medical services, safe houses, and legal assistance. It also provides an opportunity for the survivor to consent to their anonymous information being used for reporting purposes. • Case management tools - including follow up forms to measure a survivors safety following the GBV incident, an action plan if more case management/follow up is required and feedback surveys to gain knowledge on the services provided and get suggestions on ways to improve it. • Supervision tools - to ensure the helpline operators are providing best-practice, survivor-centered care to GBV survivors. It is suggested that the national GBV helpline uses the tools and forms from the Gender Based Violence Information Management System (GBVIMS). The GBVIMS is a product of interagency partnerships between UNFPA, IRC, UNHCR and WHO and aims to create a harmonized approach to data collection that is rooted in best practice. GBVIMS has standardized information management, including data collection and case management, forms and tools that are used in the GBV sector across the world. GBVIMS are constantly updating their resources and so, by using them, it will ensure that the national GBV helpline is rooted in best practice regarding data collection. 59 The GBVIMS is in use in South Sudan currently57, with Lulu Care helpline operators confirming to CGA in KIIs that they use the tools to collect data. Ensuring the national GBV helpline uses the tools as well will also aid data sharing and learning between the two service providers in the future. To note, all data that is shared between parties should be anonymous and no identifiable GBV data should ever be shared. GBVIMS forms can be downloaded from the GBVIMS website. Hyperlinks can be found below to all the relevant forms and tools the national GBV helpline will need to use going forward. • Consent form • Standard intake form • Case Management Forms: • Sample Consent for Services form • Sample Case Action Plan • Sample Case Follow-Up form • Sample Case Closure Form • Sample Client Feedback Survey • Sample Suicide Safety Agreement • Sample Referral Protocol • Supervision Tools: � Survivor-centred Attitude Scale � Survivor-centred Case Management Knowledge Assessment � Survivor-centred Case Management Skills Building Tool � Survivor-centred Case Management Quality Checklist • User Guide & User Guide Workbook • Rollout guidelines • Facilitators guide (for staff training on GBVIMS) It is recommended that the GBVIMS templates are downloaded and customised based on specific information relevant to the South Sudan context - e.g. names of counties/states. As KIIs showed the Lulu Care helpline is currently using the GBVIMS tools, it would be good to cross-reference the tools with them once modified, to ensure a standardised approach to data collection. Once the tools have been modified and agreed upon internally at MGCSW, it is recommended they are shared with the GBV Sub-Cluster for validation. Next steps - contacting the GBVIMS To gain full access to the GBVIMS the organisation who would like to use the tools must first register with the GBVIMS. A brief consultation with the Inter-Agency Coordinator will happen, to see if the organisation is a good fit. If the organisation meets the minimum criteria for a GBVIMS roll-out, then they will be in touch with the next steps. More information on the full process can be found here. 57 GBV IMS, 2023b. 60 Call Log A template for a call log is not found on the GBVIMS website, although the information is collected through the Standard Intake Form. It is suggested that a Call Log is kept up to date and could be completed by the helpline manager or operators as and when they take calls. The call log provides a high-level summary of information on the sex of callers, volume of calls, type of violence reported, and actions taken. A summary of the call log could be shared with donors and media groups to sensitise and raise awareness of the helpline, as it includes non-identifiable information about GBV survivors. A suggested template for a call log can be found below, with an example of data collected from the helpline: Date Time Age of Sex of Language Specific Location of Type of Action taken (24- caller caller spoken vulnerabilitie caller violence hour s reported clock) 01/05/23 12:06 21 Didn’t say Juba Arabic None Unknown, Rape Referred to Jonglei State OSC 01/05/23 18:22 16 Female Juba Arabic Physically Juba, Central Sexual Referred to disabled Equatoria assault OSC State 02/05/23 09:59 14 Female Juba Arabic Pregnant Unknown, Rape Referred to Unity State OSC 04/05/23 03:47 29 Male Juba Arabic None Tonj North, Physical Referred to Warrap State assault regional hospital Accountability to survivors, and to other GBV actors, can be supported through regular reporting particularly to the GBV Sub Cluster. It is recommended that to increase accountability of the helpline and improve knowledge sharing in the sector, the Call Log should be shared with the GBV Sub Cluster on a monthly basis. 8.2 Suggested resources for helpline operators As well as having the right tools and forms to complete, helpline operators should be fully equipped with information when speaking to GBV survivors on the helpline. This includes having documents like the SOPs printed out and accessible in front of them, when they are on the phone. 61 In addition to having the SOPs to hand, it is suggested in international best practice 58 that the following reference materials should be available to all helpline operators: Type of information Description Background • Standard operating procedures (SOPs) for the national GBV information helpline. • A map of the area so that helpline operators know where callers are located. Guidelines for helpline • Communication techniques. operators • Information on IT system. • Information on handling non–survivor calls. • Information on handling follow up calls from survivors. • Information on how to deal with calls from specific and/or vulnerable groups. Information for • Call answering protocol. survivors • Basic health information. • Basic legal information. • Call safety protocol. • Immediate danger protocol. • Suicide prevention plan. • Referral pathways mapping on response services and social services. Having this information available to the survivor ‘supports the survivor in making a timely and informed choice’ about their situation59. This information should be updated on a regular basis to ensure helpline operators are always providing the most up to date information to survivors. The following section provides further information about each type of information that helpline operators should have access to. 8.2.1 Background information As well as having SOPs, helpline operators should have a map of South Sudan for reference to be able to visualise where GBV survivors are calling from. The map should have detail of the town names so that operators can match these to where the survivor says they are located. 58 UNFPA, 2021, p22; IRC, 2018, p34. 59 UNFPA, 2021, p22. 62 8.2.2 Guidelines for helpline operators 8.2.2.1 Communications techniques As well as the overarching framework of the national GBV helpline, helpline operators should have information to hand about the correct communication techniques when speaking to survivors of GBV. Helpline operators should be experienced in remote empathetic communication techniques60. These techniques have been developed from resources used by the national GBV helpline in Sierra Leone61 as well as from the GBVIMS62. When speaking to a GBV survivor is it important to understand that violence against women and girls is rooted in unequal power dynamics between women and men and that women may have less access than men to resources, such as money or information. Women may not have the freedom to make decisions for themselves. Due to these unequal power dynamics, women and girls may be blamed and/or stigmatized for being victims of violence and may feel shame and low self-esteem. All helpline operators must at a minimum avoid reinforcing these inequalities and promote women’s autonomy and dignity. ‘The goal of communication between a service provider and survivor is to establish a trusting, safe and supportive helping relationship’63. Survivors should feel cared for and respected by the helpline operator, and a rapport between the helpline operator and survivor should be quickly established. Survivors should feel empowered and helpline operators should assist this by: • Being aware of the power dynamics and norms that perpetuate violence against women. • Reinforcing the survivors value as a person. • Listening to their story, believing them, and taking what survivors say seriously. • Paraphrase what was said to ensure full understanding (e.g. “What I hear you saying is xxx�). • Not blaming or judging them. • Being clear and supportive to the survivor. • Providing information that helps the survivor to make their own decisions. Helpline operators must focus on communicating in a friendly and kind tone, as well as using simple and direct language. Helpline operators should be observing, attentive and listen well. Helpline operators should avoid making false promises (e.g. “Everything will be OK�) and should never blame or judge a survivor. Survivors should never be rushed to finish their story - helpline operators should provide the survivor time to tell their story in their own words. Range of languages 60 UNFPA, 2021, p71. 61Ministry of Gender and Children’s Affairs, Sierra Leone, 2020. 62 GBVIMS, 2023c. 63 GBVIMS, 2023c - Communication Skills Module 9, slide 4. 63 As noted previously in the Framework Report, in countries where several languages are spoken - like South Sudan - there should be a range of languages available so that survivors can report their case in their first language. Helpline operators should speak multiple languages so that GBV survivors feel comfortable in speaking and reporting their case. 8.2.2.2 Information on IT system This information will need to be created once an IT system has been identified for the national GBV helpline. However, if as suggested, the GBVIMS system is used, the User Guide & User Guide Workbook provided by the GBVIMS could be used to provide information on the system. 8.2.2.3 Information on handling non-survivor calls Ensuring helpline staff know how to deal with non-survivor calls is vital. Non-survivors that may call the helpline include: • Perpetrators • Nuisance calls • Silent calls • Abusive calls • Calls from survivor’s family/friends • Security threats In the case of perpetrators ringing or nuisance, silent or abusive calls, the helpline operator should: 1. Remain calm and polite to the caller. 2. Explain the helpline is to support survivors of GBV and that they will soon be disconnected. 3. Hang up on the caller. When calls are received from a survivor’s family or friend, the communications techniques listed in 8.2.1.1 should be used. The helpline operator should ask if it is possible to speak to the survivor themselves. If it is not possible (e.g maybe due to the survivor being injured or traumatized), the helpline operator may decide to continue to log the call and report the case through the survivor’s family or friend. 8.2.2.4 Information on handling follow up calls from survivors Communication techniques listed in 7.2.1.1 should be adhered to at all times when speaking to GBV survivors. Helpline operators should follow the process as set out in the SOPs when conducting follow up phone calls. All data should be recorded in the correct form pr tool. 64 8.2.2.5 Information on how to deal with calls from specific and/or vulnerable groups Helpline operators should have information to hand on how to deal with calls from specific and/or vulnerable groups. These groups may include: • Child survivors • Widows • People with disabilities • Pregnant women and girls • Displaced persons • Male survivors • The elderly This information should be provided in the SOPs for the helpline. 8.2.3 Information for survivors 8.2.3.1 Call answering protocol As well guidelines for the helpline operators, the most important information that should be available to the helpline operators is information for survivors. As this is the purpose of the national GBV helpline - to provide GBV survivors with up-to-date and immediate information when they call. To assist this a call answering protocol has been suggested. Steps on the phone when speaking to a survivor should include: 1. Answer the phone. Explain your role and what the helpline does. 2. Thank the survivor for calling the helpline. Assure the survivor of your support (e.g. “I’m sorry that you have to deal with this�). 3. Let the survivor know that they are not to blame for the violence and that they are not in trouble. 4. Tell the survivor that there is no acceptable justification for violence – but that it happens to many people. 5. Explain to the survivor about the call safety protocol and the immediate danger protocol. 6. Complete the informed consent form with the survivor. Explain the rules of confidentiality. 7. Complete the Standard Intake form with the survivor. 8. Provide basic health and legal information to the survivor. 9. Provide emotional and psychosocial support, including psychosocial support, psychological first aid and counselling. If the survivor is in danger of suicide, follow the agreed suicide prevention plan. 10. Using the referral pathways mapping on response and social services, explain next steps and what will happen e.g. referral to OSC. 65 11. Ask the survivor if they are comfortable for the helpline to text them following the call to provide feedback on the service. Helpline operators should always document the calls and what is said. Helpline operators should seek further help or guidance from other staff if they do not feel comfortable making a decision e.g. helpline operators should contact their supervision to ask any queries they may have. 8.2.3.2 Basic health information Basic health information should be given to the survivor during the phone call. This information should include, but not be limited to: • HIV prophylaxis • Emergency contraception after rape • The importance of having a medical examination within 72 hours of the attack (to ensure key evidence is not lost) This information should be provided in the SOPs for the helpline. 8.2.3.3 Basic legal information Basic legal information should be given to the survivor during the phone call. This information should include, but not be limited to: • The rights of GBV survivors in South Sudan • What types of GBV is recognised under the law This information should be provided in the SOPs for the helpline. 8.2.3.4 Call Safety Protocol During the call, shortly after thanking the survivor for calling the helpline and assuring the survivor they are not to blame for the violence, the call safety protocol should be read out to the survivor. It is very important that the survivor feels safe speaking to the helpline operator, but it is also important that there is a plan in place in case the survivor is disturbed or needs to quickly end the phone call e.g. in cases of IPV, the perpetrator may walk in. The following protocols should be explained to the survivor: • The helpline has a no call back policy. Helpline staff should not call survivors back on the phone they have called on, if there is an immediate risk to their safety. The helpline operator should ask the survivors to call you back if they get disconnected. • All survivors should be reminded to delete the call record from the phone they have used to call on. One of the risks with helplines is that perpetrators, particularly in situations of IPV, may monitor a survivor’s phone use. Ringing the helpline may endanger them, and as such survivors should be encouraged to delete any record of 66 the call. Survivors should also be encouraged to not write any notes about the call which may be found by abusers. • A red flag phrase or code should be established, which the survivor can say when they think they are in danger, and it is unsafe to talk. The red flag phrase or code is specific to each caller and agreed at the start of the call and is usually a common saying and would not be out of the ordinary to say in a phone call. When the phrase or code is heard by the helpline operator the helpline operators should change the narrative of the call, and then end the phone call. As GBV survivors may be calling a helpline for help when they are in immediate danger, it is important to develop a protocol for responding to and supporting a survivor in the safest manner. As well as establishing the call safety protocol quickly with the survivor, the immediate danger protocol should also be explained to the survivor early on in the call. Below is a sample protocol that can help the helpline operator determine how to proceed in such situations. This sample is from international best practice64 and before use by the national GBV helpline it should be adapted to the South Sudan context. Feedback from survivors Some survivors may use someone else's phone to call the helpline and so when establishing the call safety and immediate danger protocols, the helpline operator should ask the survivor if they are using their own phone. If they are not using their own phone, the helpline operator should ask if they will have access to this phone following the end of the call. If the survivor is using their own phone or has access to the phone following the call, the helpline 64 IRC, 2018, p64. 67 operator should ask the survivor if they feel comfortable providing feedback on the service. If they answer yes, then the feedback survey (suggested in 6.1.2) should be sent to them. 8.2.3.5 Suicide prevention plan In case survivors who call are in danger of suicide, helpline operators must have access to information about suicide prevention and mental health support. Helpline operators should look out for the following signs that a survivor may need mental health support, as noted in best practice65: • If a survivor does not show signs of improved coping or recovery or shows deterioration. • If a survivor is not functioning and not able to care for self or children. • If a survivor is believed or known to have a mental health condition. • If a survivor talks of suicide or indicates she may be a risk to herself or others. • If a survivor requests specialised mental health services. Information on the response when a survivor shows any of the above should be provided in the SOPs for the helpline. 8.2.3.6 Referral pathways mapping on response and social services Helpline operators should have extensive knowledge on referral systems in South Sudan and this should be available to them in printed form. This is one of the most important aspects of a helpline. A helpline is used as a signposting mechanism to guide GBV survivors to response services in their local area. As such, helpline operators should have extensive knowledge of all referral pathways and response services available in the country. The GBV-Sub Cluster in South Sudan has mapped referral service providers across South Sudan and there is a GBV referral services database currently being developed under this World Bank funded project. It is suggested that these resources are used by helpline operators when speaking to survivors. Key details that should be included in the document should be the following on all existing service providers (both medical and social services): • Name of organisation/service provider • Name of focal point • Focal point phone number and email address • Physical address • Services offered • Hours of service • Any cost of service 65 UNFPA, 2019, p41 68 To ensure the information helpline operators provide to GBV survivors is the most accurate, referral pathways should be updated on a regular basis (bi-monthly) to ensure no information is out of date. 8.2.4 Self-care for helpline staff Working with and on behalf of women and children affected by violence can take a large emotional toll on people. It can be distressing to hear stories of violence multiple times a day, and speaking to GBV survivors in distress can be difficult to cope with. In addition, the national GBV helpline may become overwhelmed with calls and so the volume of calls, and times helpline operators hear stories of violence and injury, may be extensive. This may increase the risk of burnout and extreme stress on helpline operators. Self-care practices can help minimise the effects of stress and the below guidelines and coping strategies are encouraged for all helpline workers to follow These coping strategies will encourage staff to stay both physically and mentally healthy, as well as motivated at work. • Staff should finish work on time. • At the end of their shift, staff should take 5 minutes to decompress and switch their ‘work brain’ off for the day, before heading home. Quiet times or sessions of meditation like this can really help with processing trauma. • Staff should be encouraged to keep a diary to write down any thoughts or feelings. This could also be discussed with their supervisor in their regular supervision sessions. • Staff should engage in wellness activities e.g. yoga, drawing, dancing. KIIs with Crown the Woman detailed how they do yoga sessions every Friday. It is suggested that helpline staff link up with Crown the Women to join their sessions, or to engage in similar activities. 69 9 Conclusion This Framework Report sets out the comprehensive overview of the design and next steps for the establishment of a National GBV Helpline for GBV survivors at the MGCSw in South Sudan. On the design of the National GBV Helpline, the Report makes recommendations on the: • Design – the national helpline should provide GBV survivors with initial psychosocial support, psychological first aid and counselling, before referring survivors on to appropriate medical and social services response services in their local area. • Staffing – the helpline should be staffed by five full-time trained helpline operators and caseworkers, with a background in social work or counselling, who are assisted by one senior helpline manager, two IT staff and one full-time psychological supervisor. • Helpline number – it should be three digits in length and toll-free to increase accessibility. It should be accessible via mobile phones from all networks. • Hours of operation – the helpline should be open 24 hours a day, 7 days a week. • Helpline name – suggested names have been given in English and Juba Arabic. It is important that the name makes sense to communities and is different to existing helpline names. The Report provides an overarching framework for the helpline, to ensure it provides an independent, confidential, safe, and survivor-centric channel to report GBV cases. The framework has four key principles of: ➔ Do no harm. ➔ Reach those in need. ➔ Provide ethical, survivor-centric, confidential care where survivors feel safe. ➔ Conform to existing, international best-practice humanitarian and GBV standards. The proposed Action Plan outlines eleven key steps that should be taken to ensure the helpline is set up in a robust and sustainable way. These include an assessment and service mapping, technology evaluation and suggested service profile which have already been conducted by CGA under this project. Steps that are currently ‘in progress’ include information resources, human resources, physical infrastructure, documentation and data protection, with the steps of training, monitoring and awareness raising yet to be started. Actions to complete have been detailed to provide a practical guide for MGCSW and World Bank in the setting up of the helpline. The report suggests that the pilot of the national GBV helpline should be eighteen months in length, with the first three months focusing on setting up policies and processes and recruiting and training staff. Month four would ‘launch’ the national GBV helpline, with month nine and eighteen seeing targeting monitoring of the service. Monitoring tools have been suggested to be used in KIIs with survivors and non-survivors, including donors, MGCSW staff and helpline operators, in section 7. As GBV is a complex 70 public health issue, rooted in unequal gender dynamics, the monitoring process should be implemented using a gender lens, in a participatory, ethical and safe way. A User Manual helps guide MGCSW staff working on the national GBV helpline, with the following recommendations to: • Use the Gender Based Violence Information Management System (GBVIMS) tools and forms, including consent forms, intake forms and case management forms, for the operations of the helpline, which is already in use in South Sudan by the Lulu Care helpline. • Keep a summary call log with high-level anonymous data on providing information on the volume of calls, date and time of calls, age and sex of caller, as well as location and type of violence reported. This summary call log could be shared with donors, the media and stakeholders on a regular basis to increase accountability of the helpline system. • Ensure helpline survivors have information to hand in front of them when talking calls. This should include: ○ Background information e.g. SOPs and a map of South Sudan. ○ Guidelines on communication techniques and information on the IT system, handling non-survivor calls, handling follow up calls from survivors and information on how to deal with calls from specific and/or vulnerable groups. ○ Information for survivors including basic legal rights, health information and updated referral pathways. • Ensure all helpline operators always provide the following information to GBV survivors: ○ Explain the helpline operator’s role and what the helpline does. ○ Thank the survivor for calling and assure the survivor of your support. ○ Let the survivor know they are not to blame for the violence and that they are not in trouble. ○ Tell the survivor that there is no acceptable justification for violence. ○ Explain to the survivor the call safety protocols of no call back policy, encourage them to delete the call record from the phone following the call and establish a red flag phrase or code at the start of the call. ○ Explain to the survivor what to do if they are in immediate danger. ○ Provide basic health and legal information, as well as emotional and psychosocial support. • Ensure helpline operators look after their own mental and physical health, by encouraging self-care practices to avoid burn out after being exposed to multiple stories of violence and trauma at work. 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