"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 working with children and young people on the safer and secure use of the Internet and protection of children and young people when using modern technologies, as well as reporting illegal or harmful content on the Internet (hotline). The document also contains examples of good international and regional practices on the functioning of similar centres (Safer Internet Centres). The purpose of the Operational Handbook is to analyse the work of the Safer Internet Centres and offer guidance to the National Contact Centre for online safety of children in the Republic of Serbia on how to improve its efficiency and enhance its impact. This analysis also included a wider context in which the children helplines and reporting lines function, mapped out some of the new risks that children and young people might encounter in the digital environment, as well as the necessary support and resources needed for effective response and implications for the operational efficiency." (p.6)