Category Counselling & Helplines

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COVID-19 guidance on remote GBV services focusing on phone-based case management and hotlines

GBV AoR Helpdesk, UNICEF; Plan International, UNFPA; UNHCR; Trocaire, International Medical Corps; Norwegian Church Aid: (2021), 71 pp., illustr., figures, bibliogr. p.67-71

"This resource presents options for adapting GBV case management in the context of the COVID-19 pandemic so that survivors can continue to access and receive safe and confidential services. It focuses specifically on phone-based case management. In this resource, phone-based case management is defin... more

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Handreichung: Krisenberatung am Telefon und per Video in Zeiten von Corona

Joachim Wenzel; Stephanie Jaschke; Emily Engelhardt

Fachgruppe Onlineberatung und Medien Beratung und Familientherapie (DGSF) Deutsche Gesellschaft für Systemische Therapie (2020) Version 1.3, 21 pp.

"Beratende und andere Fachkräfte erleben während der Coronapandemie eine nie dagewesene Herausforderung, da ihre eigene Lebenssituation und zugleich die Lebenswelt ihrer Klient*innen sich grundlegend geändert hat. In besonderen Krisenzeiten wie bei einem Lockdown, Kontaktbeschränkungen oder Isol... more

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Operational handbook for child online safety centres

Jasmina Ivanovic

Belgrade: Save the Children (2019), 67 pp.

"The Operational Handbook for Contact Centres for online safety of children contains action guidelines as well as knowledge, procedures and rules for successful work through the helpline for providing quality assistance and support to children, youth, families, professionals, teachers and others wor... more

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Hotline development support

International Association of Internet Hotlines (INHOPE) (2016), 15 pp.

"This online guide is designed to: inform a wide range of organisations about Internet hotlines and their essential role in forming a comprehensive national response to online child sexual exploitation and abuse ... ; advise organisations that are considering or are already planning to set up an Int... more

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Hotlines: responding to reports of illegal online content. A guide to setting up an internet hotline

London: GSMA; Mobile Alliance Against Child Sexual Abuse Content; International Association of Internet Hotlines (INHOPE) (2014), 30 pp.

"As part of its ongoing commitment to fighting online child sexual abuse content and, in particular, to helping its members realise the objectives of the Mobile Alliance Against Child Sexual Abuse Content, the GSMA has worked with INHOPE, Save the Children, ECPAT, IWF, Net Safe Latvia, Meldpunt, ICM... more

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Building your child helpline: a user-friendly guide to starting or scaling-up a child helpline

Amsterdam: Child Helpline International (2011) rev. 4th ed., 96 pp.

CC BY-NC-ND

"This compilation has been divided into four chapters. The first chapter briefly explains what a child helpline is, draws attention to the key elements of a child helpline and attempts to answer some of the questions you may have regarding particular activities of a child helpline and about getting ... more

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Manual for work on SOS hotline for (potential) victims of human trafficking: NGO ASTRA experience

Belgrade: ASTRA – Anti Trafficking Action; OSCE (2009), 215 pp., bibliogr. p.213-215

CC BY-NC-ND

"ASTRA SOS Hotline started its operation in 2002. Since then, almost ten thousand calls have been received. So far it has served as the only SOS hotline intended for (potential) victims of traffi cking in persons in the Republic of Serbia; at the time of its setting up it was one of the rare service...s of the kind in South-East Europe. During the fi rst eight years of work a methodology has been developed, results achieved, some of the dilemmas have not yet been solved and the new ones have appeared. We would like to share our experiences with the expert public. We also nourish hope that our long-term experience in this fi eld, although we are pretty much self-taught, will be useful for those who are planning to establish a similar hotline. We believe that this Manual will also help the ones who have organized other types of SOS telephones (for fighting family violence, violence against children, etc.), because traffi cking in human beings may be a consequence of some other form of violence or may be hidden behind it. Although the Manual is intended for individuals who already have some experience in the anti-traffi cking fi eld, we nevertheless start with a brief defi nition and description of the problem for the sake of those who might be faced with this form of severe human rights violation for the first time. At the very start, principles and methodology of work that had been developed for ten preceding years in the Belgrade women’s NGOs that were engaged in anti-violence activities, particularly the SOS Hotline and Centre for Girls and the Autonomous Women’s Centre were the basis for our work, and we would like to avail ourselves of this opportunity to thank them. ASTRA SOS Hotline has been developing its activities by directly following fi eld actions and trends related to traffi cking of human beings; we have adapted the accepted principles and work methods according to circumstances in this new and totally diff erent scope. Of utmost importance are our contacts with partner organizations in the region and beyond, i.e. meetings where we have exchanged our experiences. Unfortunately, conferences on the SOS hotlines are very rare. This is the reason why we would like to present in this Manual experiences of other SOS telephones, both in Serbia and in South-Eastern Europe, as well as certain tendencies in the member states of the European Union." (Preface) more

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Interviewing & counselling at the grassroots: a manual for people in developing countries wishing to improve their interviewing and counselling skills

Maeve Moynihan (ed.)

Amsterdam: Networklearning (2008), 37 pp., tables

"This manual is, firstly, about Interviewing (Section Two). This is the art and skill of getting the information you need from someone. Information may be facts – perhaps those needed to register a new client - or you might want to go further, looking perhaps for an understanding of the new contac... more

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Neue Wege in der Prävention des Drogenkonsums - Onlineberatung am Beispiel von drugcom.de

Peter Tossmann

Köln: Bundeszentrale für gesundheitliche Aufklärung (BZgA) (2007), 84 pp., bibliogr. p.62-64

ISBN 978-0-477-10054-0

"Vor dem Hintergrund, dass immer mehr Menschen das Internet nutzen, hat die Bundeszentrale für gesundheitliche Aufklärung (BZgA) im Jahr 2001 mit www.drugcom.de ein Internetportal zur Drogen- und Suchtprävention etabliert. Vom Sommer 2001 bis zum Jahresende 2006 haben etwa 3000 junge Menschen per... more

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Beyond all tolerance: child pornography on the internet

Per-Erik Aström

Stockholm: Save the Children Sweden (2004), 50 pp., illustr., glossary p.43-48

ISBN 91-7321142-7

"Save the Children Sweden has had a Hotline website in place for more than four years, receiving more than 22,000 tips about child pornography on the Web. The importance of such a channel and the importance of international co-operation are spelled out in the following report. Save the Children Swed... more

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Field guide: setting up a hotline

Kate Stratten; Robert Ainslie

Baltimore: Johns Hopkins Bloomberg School of Public Health; USAID (2003), vi, 118 pp., illustr., tables, bibliogr. p.118

CC BY-NC-ND

"Hotlines offer an effective way to provide callers with accurate information, counseling, and referrals to appropriate community-based services or resources. The anonymity of a hotline is a key asset, especially in working with adolescents, because it allows the caller to ask questions that may be ... more

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Internet-Hotlines: Evaluation und Selbstregulierung von Internetinhalten;Evaluation and self-regulation of internet content

Marcel Machill; Alexa Rewer

Gütersloh: Bertelsmann Stiftung (2001), 80 pp.

ISBN 3-89204-555-0

"In this book we present the operating methods of Internet Hotlines and argue that they are essential instruments for the limiting of illegal content on the Internet. The Hotline can take on a central role within a self-regulation system involving the state, media supervisory bodies, the Internet in... more

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New Publications

COVID-19 guidance on remote GBV services focusing on phone-based case management and hotlines

Handreichung: Krisenberatung am Telefon und per Video in Zeiten von Corona

Operational handbook for child online safety centres

Hotline development support

Hotlines: responding to reports of illegal online content. A guide to setting up an internet hotline

Building your child helpline: a user-friendly guide to starting or scaling-up a child helpline

Manual for work on SOS hotline for (potential) victims of human trafficking: NGO ASTRA experience

Interviewing & counselling at the grassroots: a manual for people in developing countries wishing to improve their interviewing and counselling skills

Neue Wege in der Prävention des Drogenkonsums - Onlineberatung am Beispiel von drugcom.de

Beyond all tolerance: child pornography on the internet

Field guide: setting up a hotline

Internet-Hotlines: Evaluation und Selbstregulierung von Internetinhalten;Evaluation and self-regulation of internet content