Enhancing Child Protection Systems with OneLine

1. OneLine Jeroo Billimoria, One Family Foundation Jim Fruchterman, BENETECH IC 2018 - Toronto

2. Agenda for today • Objectives of the session • Helpline tech survey results and implications • What is OneLine? • What technology can do today to enhance Child protection systems in the world ? • What do we need to prioritise? • What is our action plan?

3. Objectives of the session Objectives • Shared results of the session • Determine if CHI members are interested in co-creating OneLine • Determine action plan for co-creation of OneLine • Text

4. Agenda for today • Objectives of the session • Helpline Tech Survey results and implications • What is OneLine? • What technology can do today to enhance Child protection systems in the world ? • What do we need to prioritise? • What is our action plan?

5. Overview of the tech survey conducted across all helplines around the world Survey details Responses received to survey • We reached out to 173 Child helplines in order to understand the current use of technology in child protection • A survey link with 68 questions was sent across to all 173 helplines • We also connected over phone with 70 child helpline representatives to understand the key pain points faced in use of technology • 77 helplines have responded from 70 countries covering all 5 regions • High Income Countries: 37 • Upper-Middle Income Countries: 13 • Low Income Countries: 20 • Number of contacts 2017: ~ 19 million + 14 million in India • Number of interventions across all helplines: ~ 2 million • Text We will present the findings from the session today and also discuss the implications for us

6. 30% of our helplines are yet to use chat and text services for outreach and communication; potential to collaborate and leverage existing technologies Percentage distribution of services provided by helplines • Some helplines have advanced chat and messaging facility • Opportunity to leverage existing technology for helplines where it is not being used today • High income • Middle income • Low Income • 100% • Calls • 69% • Chat  • 75% • Messaging/Texting • 55% • In-person contact

7. Helplines have different levels of child protection mechanisms; only 60% of helplines that refer cases to partner organisations follow up to track status Percentage distribution of services provided by helplines • 50+% of the helplines that refer cases do not have a follow up mechanism • Even among the ones that follow up, only half of them have a reasonable frequency of case follow up • 100 • High income • Half yearly • 3 • 3 • Quarterly • Fortnightly • Referal • Yearly • Monthly • Weekly • Long term followup/ intervention • No follow up  • Rescue • Referral

8. Partner organizations’ performance history and process of giving feedback is not done by more than 50% of the helplines Percentage split of helplines tracking performance of partner organisations Percentage split of helplines providing feedback to partner organisations • 100 • 100 • More than 50% of the helplines do not track performance of partners organisations • 50% of the helplines do not provide regular feedback to their partner organizations • 4 • 2 • Half yearly • Half yearly • 3 • Yearly • Fortnightly • Quarterly • Yearly • Weekly • Quarterly • Weekly • Monthly • Monthly • No tracking • No feedback • Performance tracking of partner organisations  • Process of feedback

9. % of helplines who have chosen the option • 0-25% • 25-50% • 50-75% • 75% There are several gaps in technology which are not being leveraged • Technology • In use • In development • Under evaluation • Not considered • Communication and Outreach • Telephones • 100 • 0 • 0 • 0 Some helplines have not even considered adopting new technology even for outreach • Call centre technology • 51.9 • 7.8 • 5.2 • 35.1 • Chat • 39 • 19.5 • 2.6 • 39 • Texting • 36.4 • 13 • 6.5 • 44.2 • Social media • 44.2 • 15.6 • 6.5 • 33.8 • Self-reporting app • 14.3 • 9.1 • 6.5 • 70.1 • Information capture • Voice Over Internet Protocol (VOIP) for call recording • 23.4 • 9.1 • 5.2 • 62.3 • Special data recording software • 50.6 • 9.1 • 5.2 • 35.1 • Information storage • Owned physical servers for data storage • 48.1 • 6.5 • 2.6 • 42.9 • Cloud based data storage • 24.7 • 10.4 • 7.8 • 57.1 • Artificial Intelligence to rank conversations • 7.8 • 10.4 • 7.8 • 74 • Applied analytics / use of information captured Hardly 15-20% of the helplines have considered using the data captured by them • Artificial Intellegence algorithms • 9.1 • 11.7 • 5.2 • 74 • Other analytic software • 14.3 • 6.5 • 3.9 • 75.3 • Referral coordination • Blockchain technology • 5.2 • 3.9 • 7.8 • 83.1 • Helpline app • 23.4 • 14.3 • 5.2 • 57.1 • Other • 6.5 • 1.3 • 0 • 92.2

10. Helplines are facing various challenges in the current technology used as well • Communication and Outreach • Cost of the technology • Resource intensive • Lack of funding • Data protection • Difficult to keep updated since the technology is constantly changing • Lack of expertise • Difficult to reach out the population • Information capture • Difficult to capture data with tech errors • Lack of equipment and external exposure to gain experience from other helplines • Inconvenient tech solutions • Funding and costs • Multiple software systems • Information storage • Increase of annual costs • Difficult to match to quality analysis • Limited WIFI - difficult to rely on cloud based storage • Applied analytics / use of information captured • Lack of statistic analysis • Capacity building • Manual work - time consuming • Retrieving real time aggregated data • Need of expertise to fully understand/analyze data • Partner performance management • Availability of tools • Staff always have to be proactive to receive any feedback on referred cases • Government agencies limit requests from the children's hotline

11. Helplines dream: Is to have technology and data make our life more effective • More funding — lowered costs, budget-friendly tech • Access to new technology/software • Use of one software that can cover all needs instead of multiple software systems • Streamline communication channels • A system where all helplines in the world can customize technology to their own needs and implement accordingly • Accessibility, enhance connectivity to the last mile

12. Agenda for today • Objectives of the session • Helpline tech survey results and implications • What is OneLine? • What technology can do today to enhance Child protection systems in the world ? • What do we need to prioritise? • What is our action plan?

13. OneLine aims at leveraging technology to: • 1 • 2 • 3 • Reporting and tracking of contacts/interventions • Intervention (via helplines) • Ensure early warning/detection • (via social media) • Key objectives • 4 • Leverage data, analytics and technology to build a superior child protection system • 5 • Leverage the technology to reach every child in need of care and protection

14. Potential functionalities for reporting and tracking FUNCTIONALITIES • Basic function-alities • Spot andreport aproblem • Easy to use basic form which captures key details of victim and nature of abuse • Can be reported by the child himself or anyone who has seen the abuse (parent, teacher, healthcare practitioner etc) • Geo-location tagging to ensure correct assignment  (give an SOS/ emergency button – where only clicking the button sends location and a trigger to the nearest helpline ) • Ability to choose preferred contact method ( “call me back” and “online chat” feature) • Ability to upload photos/videos/ documents • Trackingstatus • Track status of previously raised requests • Notifications through SMS/email if status of a reported changed until full completion of request • Servicing& raising • queries • Link to the nearest Childline contact centre/Helplineto enable servicing of request • Tag partner organisations, healthcare centres, foster homes, police who have helped in the resolution of the request • Escalate requests which have not been addressed Data storage • Storing of all data centrally in a server, which can be accessed periodically for • performance management of key stakeholders • Decision making on child welfare policies • Additionalfunctionalities • Quick guide on how to go around the tool and information • FAQs / search functionality for easy navigation   • Information and learning portal  - latest news, regulations, child welfare articles, videos on counselling, education on various forms of distress, Childline learning material to be incorporated • List of helplines with contact details • Regular MIS generation across various cuts of information • Complaint registration and resolution • The tool to be made accessible through social media interfaces e.g. Facebook, Instagram etc. & not only an independent app

15. OneLine as visualized for a country • OneLine will help integrate the child protection system in India • Online tool will enable easier sharing of information and best practices between various helplines • Bris counsellors • Local municipality • (mandatory reporting team) • Social service department • Child protection unit • Reporting/ reception unit • Childline online • Intervention to cases • Intervention to cases • Social worker • Feedback • Refer-rals • Referrals • General public • National board of health & welfare

16. Technology used by helplines 1. Outreach and Awareness 2. Intervention 3. Data

17. Agenda for today • Objectives of the session • Helpline tech survey results and implications • What is OneLine? • What technology can do today to enhance Child protection systems in the world ? • What do we need to prioritise? • What is our action plan?

18. What technology can do today to facilitate Child Helplines and Child protection systems in the world ? Technology companies we can approach for tech, expertise and funding • Twilio: integrating communications (voice/text) • WhatsApp/Signal: secure communications • Splunk: translating big data into actionable insights • Tableau: data visualization • Salesforce: people relationship management • Okta: identity management/single sign-on • Box: storage and workflow • Social media companies like Facebook, Instagram, important national platforms • Amazon/Google/Microsoft as the main cloud platforms • Artificial Intelligence for Good funding opportunities (Microsoft, Google) • Text

19. Collaboratively Designing the OneLine Platform Open source platform, linking to best in class technology options • Community-based design process • Responding to top priorities • Cloud infrastructure to lower costs and increase the power of the tools • Leverage great helpline innovations • Once built for one helpline, dozens of other helplines can benefit • Meet the key requirements for security and privacy • Unlock the power of aggregated data to help do a better job for children and mobilize more resources • Text

20. What technology can do today to enhance Child protection systems in the world ? How can we achieve this? • Leverage child helplines resources and networks • Benetech • Impact Cloud alliance • Global Strategic Partners • McKinsey (strategy) • Lex Mundi (legal) • GSMA • World Economic Forum • Text

21. Agenda for today • Objectives of the session • Helpline tech survey results and implications • What is OneLine? • What technology can do today to enhance Child protection systems in the world ? • Co-creatingOneLine • What is our action plan?

22. Co-creating OneLine Questions to the helplines: • Text Relevance • Do we think OneLine is relevant? • Should we as helplines work on leveraging our knowledge to co-create OneLine? • Text Priorities (for example) • Text • Outreach • Data management and analytics • Referral management • Reaching the last mile with technology

23. Agenda for today • Objectives of the session • Helpline tech survey results and implications • What is OneLine? • What technology can do today to enhance Child protection systems in the world ? • What do we need to prioritise? • What is our action plan?

24. Action plan • Text Working group members (will be based on priorities outlined by the helplines) • Outreach • Data analytics • Data management • Reaching the last mile with technology • Text • Text Steering group Co-convening: March 2019 UN