The Eastern Cape department of Social Development in an attempt
to extend its reach to the community it serves, launched a 24 hour help line at
King Tourism Centre in East London on 14 April 2015.
In the
spirit of sound intergovernmental relations and working together as one, the
department of social development shares the centre with the department of
health.
The 24 hour toll-free number is 0800 032
364. | 
MEC Nancy Sihlwayi and HOD Bea
Hackula observe as
a call center based social worker puts the help line to
the test. |
Fifteen (15) professional social workers have been employed as
call centre agents to assist members of the public who might be in distress. The
call centre is an emergency number and can be treated as a first step for
reporting social concerns. Victims of rape, gender based violence, child neglect
and abuse and related matters can be reported by calling the number. In addition
any concerned member of the community wanting to report a case that they are not
directly involved in can call.
Upon reporting the matter, call centre
agents will assign the case to the relevant section or department as some cases
might need intervention from our stakeholders. With the launch, the Department
commits itself to a social contract of giving effect to a developmental state
where it transform, re-create, re-image and redress to indeed give effect to our
creed of "A better life for all".
Delivering her keynote address at the
launch, MEC Nancy Sihlwayi said the 24 hour toll-free centre signifies the
department’s commitment to providing high quality customer relations and to
further enhance service delivery. She urged the call centre agents to be
patient, obedient and kind when dealing with the callers as they will be seeking
assistance for sensitive matters. “It is a reality that we are working with poor
and vulnerable groups such as children, women, older persons and people with
disabilities. The issue of respect and empathy for humanity will determine
whether you are the right people to be working in this centre. It is my wish
that, you will treat our beneficiaries with the utmost dignity and respect they
deserve,” concluded Sihlwayi. |