Data Collection The Child Helpline Experience

1. Data CollectionThe Child Helpline Experience Joan van Niekerk Manager Advocacy and Training Childline South Africa

2. Child Helpline International (CHI), Childline members and Data collection • Most Childlines have been collecting data from their call centres since the inception of their services • CHI has attempted to standardise this process • Providing data from our counselling call centres is a condition for full membership of Child Helpline International

3. The VAC report • The VAC report was greeted by the Advocacy Task Force of CHI with • Concern at the findings and the extent of violence that children around the world experience and are exposed to • Interest in the recommendations • A decision to contribute to the implementation of the recommendations in the report.

4. The VAC report • Given the progress already made with regard to standardising data collected by child helplines around the world, it was decided to focus on the recommendation relating to “developing and implementing systematic data collection and research” and exploring the value and use of the CHI Network data • Since the release of the VAC Study, CHI has twice reported on the data they collect to the UNCRC and other bodies.

5. Some interesting data • Incidence and nature of violence and abuse • In 2008, child helplines had more than 14.1 million contacts with children, and violence and abuse was the most important reason for contact with child helplines. More than 21% percent of calls was on subjects related to violence against children. • On average each member child helpline receives 10 calls per day relating to violence and abuse on children. (3rd CHI VAC Report 2009)

7. Why collect data – how does it contribute to the protection of children? • Track service delivery and use the data to motivate for improved services • Identify trends in child protection • Plan service delivery • Accountability – both internal and external • Enable evidence based practice • Encourage the optimal use of resources

8. Improve Child Protection Service delivery to children – external service providers There is a record of calls received • The number • The category of need • The service offered to the child/family • Facilitate appropriate referrals • Ensure that the child receives the appropriate service from the service provider • Identify where there are gaps One can then motivate for these to be filled

9. Improve Child Protection Service delivery to children - internally • One can track the kinds of calls counsellors are managing • One can track if counsellors require further skills training • One can track if counsellors are overloaded – both with regard to volume of calls and the type of calls being managed

10. Training on the call centre data collection programme

11. How the data collection is useful for management • Helps track quantity and quality of internal service delivery • Helps plan for service expansion/contraction where appropriate – eg when do we need more than one counsellor on duty – when are the quiet or busy times?

12. How the data collection is useful for strategic planning in service delivery • Helps identify specific areas of child protection needs – both geographically and the nature of the different problems children present with • It therefore enables broader strategic planning for service delivery to children and families • Not just “in house” but together with partners in planning and service delivery

13. An example: Childline South Africa • We noted a 200% increase in calls reporting physical abuse over three years on the helpline • In unpacking the number and content of these calls, the majority of this abuse was related to the use of corporal punishment • We were also receiving calls from parents who were concerned about the impact of their parenting behaviour on their children • This prompted Childline to move into primary prevention via • Joining the national and regional lobbies to ban Corporal punishment • Developing and implementing positive parenting materials

14. Data Collection is useful for advocacy • One can determine the major problem areas that children are telephoning us about • One can identify gaps in service delivery to children • For example in South Africa data collected was used for lobbying and advocacy processes in relation to the Children’s Act, the Sexual Offences Act and Child Justice Act • It can therefore be used to influence decision making with regard to law and policy that protects the rights of children

15. Data collection is useful for regional & international accountability, lobbying, & advocacy • It enables CHI to give input into international consultations – for example the World Study on Violence against children and regional groups of Childlines to give consolidated input to regional decision making bodies.

16. Data Collection is useful for donors and partners • Donors can be informed as to how their donation has had value for children • This sustains their interest and financial commitment • They can also be informed about areas of service in which there are gaps in service provision and motivated to assist in developing services that fill those gaps • (however donors are not always motivated by need on the ground!)

17. In summary – data collection • Enables • Accountability • Improves service delivery • Assists strategic planning in child protection nationally, regionally and globally • Contributes to evidence based practice • Helps motivate for scarce resources to targetted to where they are most needed.

18. Data collection and use is not without challenges! • Skill and motivation of the collector of data – many of our counsellors have low levels of computer literacy • Language – different understandings of the same word • Using the data constructively • Careful analysis – looking beyond the numbers (eg – children who phone the helpline with HIV and AIDS related issues.)

20. Thank you joanvn@childlinesa.org.za joanvn@iafrica.com