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Childline Kenya

Biennial Report
2009/2010

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1

The call with a


difference
Our Vision
A society where every child is heard, their rights and dignity upheld at all times.

Our Mission
To promote child rights and enhance child protection by delivering quality services through ICT innovations

Our Core Values


Commitment

Courage of conviction

Integrity

Reliability and Action

Competence
Board members

George Okado Fr. Sebastian Chirayath Japheth Njenga Teresa Omondi


(ICT Policy Centre) Chairperson, (Don Bosco Boys) Member, (Shangilia Mtoto wa Africa), Convener, (GVRC/Transparency International)
2008 - 2010 Finance Committee Finance Committee 2010 Convener, Programmes Committee
2008 - 2010 2009 - 2010

Carolyne Nalianya Irene Nyamu Zipporah Muhoro Wangechi Kioi


(World Vision) Member, (Childline Kenya Executive Director) (Goal-Kenya/FHI) Member, Finance (Plan Kenya/GVRC) Convener,
Programmes Committee 2009 - 2010 Secretary to the board 2008 - 2010 Committee and Convener, HR Committee Finance Committee & Program Committee
2008-2009 2008 - 2009
Acronyms
ICT - Information, Communication and Technology
IOM - International Organization for Migration
UNICEF - United Nations Children’s Fund
CLK - Childline Kenya
CHI - Childline Helpline International
NGO - Non-Governmental Organization
USD - United States Dollar
MFA - Ministry of Foreign Affairs (Finland)
VAC - Violence Against Children
DCO - District Children Officer
CSO - Civil Society Organization
CDF - Constituency Develoment Fund
DEO - District Education Officer
GOK - Government of Kenya
PCO - Provincial Children Officer
PS - Permanent Secretary
SMS - Short Message Service
FGM - Female Genital Mutilation
Table of Contents
Board of Directors Chairman’s statement 4
Message from the Executive Director 5
Executive Summary 6
Chapter 1: Breaking the Silence 8
1.1 The Helpline Outcomes in 2009 and 2010 9

1.2 Upgrading the National Child Helpline call centre 17

1.3 Eldoret and Garissa Helpline Call Centres 18

1.4 Helpline case studies 19

Chapter 2: Outreach and Field Services 21


2.1 Promoting child rights & safety through community education 21

2.2 Reaching more children through the Speak Out-Boxes Initiative 22

2.3 The global perspective: Child Helpline International events, meetings and conferences 23

Chapter 3: Child participation 24


3.1 Child safety conferences in 2009 and 2010 24

3.2 Sporting Activities 24

3.3 Child Ambassador program 25

Chapter 4: Organizational development 26


4.1 The Childline Kenya Team (Organogram) 26

4.2 Staff and Volunteer Counselors’ development 27

4.3 Recognition of efforts: Childline Kenya wins STARS Award 27

4.4 Financial Summary 28

4.5 Looking Ahead 2011-2012 28


Childline Kenya

George Okado

Chairman’s
Statement
O n 27 August 2010, Kenya promulgated into law a
new Constitution. In relation with international
children’s rights, the new Constitution establishes in
To enhanced child protection services the organization
will endeavor to develop and strengthen service delivery to
children not only through the helpline 116 but also through
Kenyan law internationally acclaimed principles on other technological innovations through which children
the rights of children, such as best interests of the child can reach out for support to protect and promote their
which is now to be paramount in every matter concerning rights. The helpline experienced technological challenges
children. at the beginning but has since upgraded the call centre to
meet international standards by partnering with a private
Childline Kenya Board’s commitment and long term BPO-Techno Brain Ltd. This has led to efficiency of calls.
focus is to steer the organization towards ensuring not
only access to the helpline service by the public but Childline Kenya aims at building long-term alliances,
also quality service to all the children/adults calling for networks and partnerships locally, nationally and at the
assistance and information. The helpline has well trained international level that will support its function to deliver
counselors capable of handling all the cases received at sufficient and quality service to the children in accordance
the helpline and is well staffed to see an effective working with our vision. Our partners see CLK as a key entry point
environment. Efforts are geared at making the helpline a and referral point in child protection. Childline Kenya
central child protection system at the national level and to has established regional call centres in other parts of the
have Childline Kenya and helpline 116 as the regional and country (Eldoret and Garissa) which has extended child
indeed the worldwide role model. protection services to the regions.

For effective promotion of child rights and child participation


In 2009, drought was experienced in the country and
Childline Kenya will as much as possible and where
inflation increased by a huge percentage leading to high
necessary involve children in planning, implementation
food and fuel costs and general living costs. This was a
and monitoring of programmes and activities that will
difficult period for CLK and the helpline. Due to the
promote the child rights. Based on the data gathered at
economic meltdown experienced in Europe and the US in
the helpline, the organization will partner with learning
2009, funding went down and caused a financial constraint
institutions to contribute to the body of knowledge in
to the organization. The donor funding was a total of
child protection and influence policy and practice in child
Ksh 37,277,698 in 2008-2009 and Ksh 37,455,862 protection by involving them in research documentation
in 2009-2010. Childline Kenya is looking forward to and dissemination of research findings to key stakeholders.
receiving more and sustainable funding in 2011 so as to
give financial security to the organization to continue Eventually the goal is to see institutional development
serving the children of this country. In 2011, Childline and growth of Childline Kenya to become a recognized
Kenya is looking forward to diversifying its services by authority on child protection in Kenya. This will involve
enhancing child online safety and implementing SMS/ capacity enhancement of staff and development of the
online counseling in addition to telephone services. These board as well as organizational policies and procedures.
projects will see more children access the helpline.
CLK will use ICT and media to promote child rights and
Following a successful implementation of its operational Child protection in its work. This means that Childline
plans, CLK has evaluated performance and over the next Kenya will continuously keep up with technological
three years, will focus on six key strategic areas: advances and use them for social development.

4
Biennial Report. 2009 - 2010

Irene Nyamu

Message from the


Executive Director

S ince establishment and launch of the first ever 24 hour


child helpline in Kenya in 2006, Childline Kenya has
become a recognized voice in the promotion of Children’s
support, and made visits to the schools or homes of the
affected children. A further 13,805 cases were referred
to the government and 5,090 to civil society partners in
rights, providing children with a unique opportunity to the two years. As demonstrated by the number of cases
be heard and linking them to vital and coordinated child handled, the helpline is saving lives of numerous children
protection services at affordable costs. and making a difference in the lives of thousands.

As part of its strategic growth and programme expansion The organization has also seen a significant growth in its
plan in 2008, CLK entered into a 5 year partnership other programmes that include Research and Advocacy,
arrangement with the Government of Kenya represented Child Empowerment, and Organisational Development.
by the Department of Children Services in the Ministry of Childline Kenya will strive to ensure that its programmes
Gender, Children and Social Development. The partnership remain responsive to the demands of children using
saw Childline Kenya’s most significant contribution to the Information, Communication and Technology (ICT)
child protection sector, the 24 hours child helpline scaled which drives our mission of delivering innovative ICT
up to national level on a short code platform of 116. The solutions for child protection.
helpline is now hosted at the Department of Children
Services premises. Children officers together with our Our work would not have been possible without the support
valued referral partners for legal aid, shelter, medical/ of our partners, the media, community groups, donors,
health care form the backbone of the helpline referral the board, staff and volunteers. I therefore would like to
structure nationwide. It is this elaborate referral system sincerely thank our donors and supporters in 2009/2010:
that is ensuring that all children in the country have access Plan International Inc (Kenya, Netherlands and Finland
to basic support when faced with difficult moments in Offices in partnership with Nokia); International
their lives, granting them an opporuntity to grow up in Organization for Migration (IOM), UNICEF (Kenya),
an environment that is free from violence. and World Vision (Kenya and Finland) and Rockefeller
Foundation. I also wish to sincerely thank CLK members,
The child helpline 116 Call Center is the epicenter of the Board of Childline Kenya, all Childline Kenya
Childline Kenya’s work and informs most of the other staff and volunteers for their hard work and invaluable
programs. Between January 2009 and December 2010, contributions. Your support has made Childline Kenya
the helpline 116 received 642,886 calls from children accomplish its work with remarkable results. We hope to
in need of care and protection nationwide. The helpline continue the collaborations in the future.
effectively responded to 97,551 of the calls directly either
by providing information to the callers, counselling Thank you!

5
Childline Kenya

Executive Summary
In the last two years, Childline Kenya (CLK) has experienced tremendous growth both in terms of its programmes
expansion as well as organizational capacity. In the four chapters of this report, the growth and success of CLK
through its projects and partnerships is presented. From a small team of 15 volunteers and 2 full time staff in 2006,
today Childline Kenya has four departments; namely: the Helpline 116 Call Centre; Finance and Administration,
Programmes-Field Services; and a well resourced but small Information and Technology (IT) support unit. The
helpline 116 now boasts of close to 50 counselors, three government children officers seconded to the helpline
on a full time basis, and CLK now has 14 full time staff. This growth has been driven by demand for services by
children, parents, partners and the general public. The team members are inspired by our mission to deliver child
protection services to all children using ICT innovations and our core values which include commitment, courage
of conviction, integrity; reliability and competence in performing our duty. So we serve with passion, believing that
every child deserves a dignified life free from abuse and violence.

It is for this reason that Childline Kenya, through its donors invested close to US $ 1,588,421 between 2009 and
2010 in its child protection work through 5 projects implemented over that period. The projects are:

• Increased access to Child protection Services in Kenya with support from Nokia and Plan International
• Enhancing Child Protection through the National Child Helpline116 in North Rift with World Vision
International
• The Establishment of a Child Helpline Call Centre in Garissa to Support the Campaign against human
trafficking and Child protection Services supported by International Organization of Migration
• Strengthening The National Child Helpline 116 for Enhanced Child Protection in Kenya
Funded by UNICEF Kenya, (with funds from Italian Cooperation)
• ICT for Child Protection: Enhancing effectiveness of the National Helpline 116 to deliver quality services to
Kenyan children funded by Rockefeller Foundation (call centre upgrading project)
• Fighting Violence to ensure Education for All, implemented jointly with Plan Kenya, Plan Netherlands
together with five (5) other Dutch child rights network members.

This report provides a summary of what the five projects entailed the outcomes and to some extent the results that
have been realized from the implementation so far. There is a lot of emphasis that has been put in reporting the
outcomes of the helpline 116 because the National Helpline 116 is core to CLK’s work, serving as the entry point
for children to access support and to be heard, where one phone call makes all the difference. The helpline 116
data also gives meaning to other programs that CLK runs such as advocacy, research and field services (community
education) and also informs stakeholders in the child protection sector for more responsive programming especially
by the Department of Children Services. Between 2009 and 2010, the helpline received 642,886 calls from
children and adults across the country. Children call to report abuse, receive counseling and information, and
discuss challenges in their daily lives such as peer pressure, drug and substance abuse, difficult relationships with
peers and parents, their future career options; alternative shelter for those abused at home and where to get specific
services for youth and young persons as examples. The support services afforded to all callers are provided first
directly by the counselors and second, through the network of government agencies, local and international non-
governmental organizations who make their resources and expertise available to the helpline team.

6
Biennial Report. 2009 - 2010

The demand for the services has been steadily growing and efforts have been made to establish additional Call Centres
in North Eastern (Garissa) and North Rift (Eldoret) regions. This was a move to decongest the National Call Centre
and also take services closer to the children. This also means that CLK had to develop strategic partnerships with
other stakeholders to ensure quality services and supportive policies are in place. In 2009/2010 new partnerships with
Teachers Serve Commission, The Kenya Police, private Information and Technology firm-Ken-Tech Data Limited, ICT
Board, Communication Commission of Kenya and the Ministry of Information and Communication were forged.
These partnerships saw Zain become part of the 116 service providers after almost 3 years of lobbying and discussions,
and the upgrade of the National helpline call centre from analog to digital technology with support from Ken-Tech
Data. Childline Kenya is now able to attend to clients more effectively, having increased the number of counselors per
shift, trained them on new skills, and using modern ICT equipment. The three Call Centres will be interlinked making
it easy to respond quickly, process and relay information on cases, and forward calls with ease via VOIP due to fiber
optic connectivity.

Childline values participation of partners and children in its project implementation. For instance, together with full
and associate members (who have included Plan International; SOS Children’s Villages Kenya; Goal Kenya; Kenya
Alliance for the Advancement of Children’s Rights; RESCOU, Gender Violence Recovery Centre, APHIA-2; World
Vision; ICT Policy Centre and the National Council for Children Services held the first and second Child Safety
Conference in 2009 and 2010. A total of 198 children attended from different provinces in Kenya. The children
had an opportunity to give feedback about the helpline 116 and come up with practical solutions to tackle abuse
and violence in Kenya. Children are also an integral part of our campaigns (e.g kick out child abuse through sports)
and community education sessions through the child ambassador’s initiative which mentors and shapes children into
influencing positive behaviors among colleagues. We have first hand experience that children will learn easily from
peers, and when empowered with skills and knowledge, they can take a lead in making decisions, disseminate the
right information, signal abuse at an early stage, influence behavior and also become good models as peer educators.
This engagement makes children feel valued. Some of the recommendations from children and their experiences in
participation are summarized in this report.

Childline believes in building the capacity of professionals involved in child protection work at the national level,
especially children officers and teachers who have firsthand experience and directly working with children and also
other officers from Government Ministries (Health, Education etc) who directly or indirectly are actively engaged in
service provision. The government of Kenya has in the recent past facilitated the adoption of the new constitution
which recognizes the rights of children as an integral part of governance. This puts CLK in a strategic position to
champion for the rights of children and thereby continue giving a voice to children to speak out, and participate in
making decisions on matters related to their wellbeing in this country.

At the global level, Childline remains an active member of the Child Helpline International (CHI) network, which
gives a voice to millions of children around the world using various means of communication. Childline took part
in the fifth Consultative Forum in Madrid, Spain where members from close to 200 countries converged for the
network exchange of experiences and knowledge on new technologies and approaches to child protection. Through the
CHI network, Childline Kenya has benefitted from global advocacy leading to 116 prioritization and the recognition
of child helplines as a recognized strategy to fight violence by the UN Study on Violence against children in 2007
(Recommendation no: 8).

Finally, even though funding is always a challenge for most local NGOs, Childline Kenya was fortunate to receive
support from a sizeable donor group of five institutions and non-cash support from the Department of Children
Services in the form of personnel, office space and some of the case referral follow up costs. The last section of this report
gives a summary of CLK financials as well as the future plans of Childline. The organization remains indebted to our
donors who included Plan Finland (Nokia & Ministry of Foreign Affairs), World Vision Kenya/Finland, UNICEF
(Kenya) and the International Organization for Migration, Plan Netherlands, and Rockefeller Foundation.

7
Childline Kenya

Chapter 1: Breaking the Silence


Introduction

T housands of distress calls are received through the helpline 116 from children and adults who choose to break the
silence on child abuse. In Kenya today violence against children is indiscriminate. Much of the abuse that was
initially associated with girls, for instance sexual abuse is now increasingly being manifested in boys as well. Now, both
boys and girls at all stages of development have been rendered equally vulnerable. For this reason, Childline Kenya
targets every child who is in need of care, support and protection. Through the helpline Childline Kenya links children
to essential services which include; rescue, counseling, safe shelter, health, education as well as disseminating valuable
information on child rights, child abuse and protection, then follow-up of those cases to ensure quality services are
rendered and that children eventually access safety for healthy growth and development. The services are free, and
where costs have to be incurred, it is at very subsidized costs by CLK and its partners.

The organization has over 60 professionals in the areas of social work, child psychology, counseling psychology, IT and
education. The staff and volunteers are motivated and ready to support children around the clock. They apply a holistic
approach to prevention and management of abuse while working closely with a wide range of partners, making the
helpline services very popular among Kenyan children, and winning the organization the 2010 STARS Impact Award
for child protection work.

The number of beneficiaries in all four CLK programmes has grown steadily over the last 4 years, from a small scale
helpline to a national service serving the population of close to 17 million below the age of 18 years in the country. The
new scope has challenged the organization to conceptualize alternative and creative approaches to mitigate against child
abuse in Kenya. In 2009 and 2010, the organization implemented six (6) projects two of which were multi-year and the
others were short term projects covering a period of between 6- 12 months. The main activities included the continuous
provision of 24 hours child protection services through the national child helpline 116; child rights promotion and
awareness campaigns using various media; child empowerment initiatives including children’s conferences and sports
tournaments; the establishment of two new helpline centres in Garissa in Northern Kenya and Eldoret, in Rift Valley;
upgrading of the main call centre to increase efficiency and capacity; advocacy and research.

All Childline Kenya projects are implemented using a participatory and partnership approach. The 6 projects in 2009-
2010 were funded by

• Nokia and Plan International (Finland)


• World Vision International ( North Rift Valley )
• International Organization of Migration (Northern Kenya)
• UNICEF (Kenya) with funds from Italian Cooperation)
• Rockefeller Foundation (Helpline upgrading project)
• Plan International (Netherlands)

8
Biennial Report. 2009 - 2010

1.1 The Helpline Outcomes in 2009 and 2010


The National Call Center in Nairobi Results
In 2009 and 2010 the helpline receive a total of 642, 886 calls; 318,221 in 2009 and 324,665 in 2010. Compared
to the previous years i.e. 2006/2007 before the birth of the child helpline 116 this is almost a 3000% increase in call
volumes. Out of all the cases received 610, 182 cases were directly intervened and satisfactorily resolved by the helpline
counselors. These included information giving calls, calls requesting counseling services and some of the abuse related
calls. 18,895 children were referred to the network of partners for various essential services including legal aid, medical
attention, temporary shelter, home and school visits as well as custody and maintenance summons by the Department
of Children’s Services.

64% of all the cases were referral to the Department of Children Services and other government agencies. About 30%
of the referrals were closed having been followed up to a point where the children were ascertained to be safe.

64% of all the cases were referred to the Department of Children


Services and other government agencies

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10
Table 1. . Summary of Helpline Calls – 2009
CATEGORY/ CASE TYPE MONTH OF THE YEAR
Childline Kenya

JAN FEB MAR APR MAY JUN JULY AUG SEP OCT NOV DEC TOTAL
RESPONDED TO CALLS
Physical Abuse 61 66 73 87 77 69 86 56 48 46 50 50 769
Sexual abuse 58 36 38 34 47 38 46 29 27 44 39 29 465
Child Neglect/abduction/abandonment 212 180 193 251 196 221 163 169 121 142 132 175 2155
Child Labor 59 38 43 65 51 45 35 28 24 21 20 41 470
Child Trafficking 2 1 1 1 2 2 1 11 21
Child Prostitution 2 1 2 2 1 1 2 2 0 2 1 16
Child in conflict with the law/unlawful confinement 10 11 2 3 4 2 4 36
Custody & Maintenance 127 97 112 151 104 81 85 71 112 93 91 125 1249
Counseling 1002 673 454 826 342 347 595 695 489 620 513 434 6990
Early/Forced Marriage 37 16 22 22 19 17 22 12 11 8 9 29 224
Emotional Abuse 8 14 13 18 8 9 12 7 7 3 7 13 119
Information/Inquiry 1232 1081 767 1320 1406 1100 892 922 758 842 809 1144 12273
Financial/medical Aid 222 185 97 194 168 135 136 117 112 112 143 168 1789
Follow up/Updates 97 93 46 81 86 42 40 49 57 40 26 10 667
Request for specific Counselor 1104 988 637 800 1031 824 747 982 724 848 649 544 9878
Physical/mental Disability 5 10 7 3 7 2 2 3 12 51
Truancy/juvenile delinquency/runaway child 12 2 11 3 1 1 6 3 14 6 6 65
Orphaned and Vulnerable Children/street children 56 32 50 75 25 35 45 29 35 24 26 31 463
Appreciation 2 38 22 44 45 32 49 35 25 25 37 57 411
Institutionalized 1 2 0 0 3
School related 242 182 101 145 140 93 95 108 35 0 1141
Female Genital Mutilation 2 2 2 3 3 2 14
Lost Child 43 19 28 39 50 179
Others(birth registration, inheritance, land issues, line testing etc) 6708 2241 3321 5622 8347 603 2005 63 36 56 59 58 29119
Sub total 11229 5978 5993 9750 12108 3712 5118 3282 2725 3012 2666 2994 68,567
Confidence building calls (greetings, prank calls, incomplete, wrong 7701 6297 2321 3611 3807 7506 2828 7921 8326 9964 11567 13587 85,436
numbers etc)
Non intervention calls (blank and silent calls) 14920 17994 11222 14322 15776 10338 9002 11207 10582 12302 15748 20805 164218
GRAND TOTAL 33850 30269 19536 27683 31691 21556 16948 22410 21633 25278 29981 37386 318,221
Biennial Report. 2009 - 2010

Primarily, the helpline counseling service clients are adolescent girls and boys although occasionally the counselors may
work with an adult if he/she is considered central to the positive change that a child so desires in seeking counseling. A
classical example is where a teenager has suicidal tendencies due to a poor relationships with parents that causes serious
misunderstanding or feelings of being worthless and low self esteem. In 2009 alone, the helpline counselors handled
6,990 counseling cases with children and young people, with a wide range of issues as summarized in table 2 below.

Table 2: Summary of Counseling Cases-2009


COUNSELING  JAN  FEB  MAR APR  MAY  JUN  JULY  AUG  SEPT  OCT  NOV  DEC  TOTAL 
CATEGORIES
Boy/girl 286 475 345 590 152 217 441 464 384 463 311 296 4424
relationships
teenage pregnancy 4 3 7 13 3 19 7 9 9 11 12 6 103
suicide 1 1 3 0 0 0 0 5
student/teacher 5 10 4 6 8 6 5 2 6 6 6 3 67
relationship
stress/depression 22 15 4 17 9 11 11 4 12 11 3 8 127
sexuality e.g. 31 21 19 34 17 14 17 22 12 15 16 11 229
masturbation,
reproductive
health
self esteem 0 4 0 1 5 10
drug abuse 10 6 2 4 1 2 2 3 3 6 1 2 42
peer pressure 20 8 9 15 9 8 12 11 7 9 6 5 119
issues
child/parent 45 44 23 58 32 23 45 36 21 31 37 45 440
relationship
Career 23 4 27 37 13 18 14 20 8 20 17 14 215
Development
Adult related (e.g. 529 81 3 28 87 21 16 13 20 73 21 892
marital issues)
Academic 10 8 98 5 9 29 17 176
performance
Trauma counseling 2 1 0 0 0 1 1 5
(witness to
violence, Domestic
violence
Sibling 1 2 2 0 0 0 5
relationships
Parental guidance 4 4 3 5 0 0 16
General 26 6 9 12 11 28 3 6 14 0 115
TOTAL 1002 673 454 826 342 347 595 695 489 620 513 434 6,990

11
Childline Kenya

One on one Child Therapy Centre


Childline recognizes that some level of trauma in
children that has been occasioned by abuse may not
be adequately addressed through telephone counseling
alone. Special and face to face sessions may be
necessary. In such cases, specialized child counseling
requires that the child is assisted to open up using
techniques like play and art therapy. For this reason,
the helpline established a child therapy room to cater
for extreme cases of trauma in Nairobi and its environs
facilitated by the well trained volunteer counselors.
The facility is also open to partners. The child therapy
room was developed with support from Nokia and Plan
International in 2009.

The Helpline receives calls country wide. The highest number of calls are
recorded from the Rift Valley. Coast and North-Eastern consistently record the
lowest reported cases.

Table 3: Analysis of Calls Country wide-2009


ANALYSIS BY  JAN  FEB  MAR APR  MAY  JUN  JULY  AUG  SEPT  OCT  NOV  DEC  TOTAL 
PROVINCE
Rift Valley 650 1292 959 1547 1550 1283 1443 1146 1037 987 909 927 13730
Nairobi 756 728 501 856 740 755 776 857 646 643 538 746 8542
Western 545 711 164 667 711 576 694 621 509 544 531 520 6793
Eastern 530 529 362 587 587 375 435 296 307 370 296 490 5164
Central 480 466 235 470 505 413 393 383 312 345 379 353 4734
Nyanza 320 195 155 313 317 245 287 252 177 231 183 334 3009
Coast 367 279 190 338 294 191 247 213 192 276 233 320 3140
North Eastern 299 190 149 176 221 152 143 118 123 144 83 55 1853
Undisclosed/Unclear 29903 25879 16821 22729 26766 17566 12530 18524 18330 21738 26829 33641 271256
locations
TOTAL 33850 30269 19536 27683 31691 21556 16948 22410 21633 25278 29981 37386 318221

2009: source, National Call Centre, Nairobi.

12
Biennial Report. 2009 - 2010

2009: Call analysis by province as illustrated in Table 3

5164

13,730

1853
6793
4734

3009

8542

3140

Table 4: Analysis of Calls by Referral System-2009


REFERRALS  JAN FEB  MAR  APR  MAY  JUN  JULY  AUG  SEPT  OCT  NOV  DEC  TOTAL 
District Children 446 225 366 517 567 311 349 260 282 307 284 643 4557
Officers-DCO
Other government 17 53 125 242 169 54 172 290 269 162 125 306 1984
Agencies (Police,
chiefs, Education offic-
ers, Constituency Fund
Office etc)
Civil society organiza- 552 364 229 372 340 335 281 138 61 345 238 440 3695
tions
Not referred/Handled 32835 29627 18816 26552 30615 20856 16146 21722 21021 24464 29334 35997 307985
by helpline staff/
counselors
TOTAL 33850 30269 19536 27683 31691 21556 16948 22410 21633 25278 29981 37386 318,221

13
Childline Kenya

Use of service by boys and girls in 2009

Boys Girls
51% 49%

Table 5: JANUARY TO DECEMBER 2010 HELPLINE 116 STATISTICS


CATEGORY JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC TOTAL
Responded calls
Physical Abuse 70 69 79 52 52 52 43 63 56 96 53 65 750
Sexual abuse 60 52 45 39 90 60 32 55 79 62 54 69 697
Child Neglect/abduction/ 170 150 104 114 148 114 73 161 164 114 83 117 1512
abandonment
Child Labour 46 24 22 19 32 25 19 25 34 28 18 22 314
Child Trafficking 25 9 9 3 5 5 4 4 6 4 8 3 85
Child Prostitution 2 1 0 1 1 2 0 1 2 1 2 3 16
Child in conflict with the law/ 4 2 2 0 0 1 1 3 11 24
unlawful confinement
Custody & Maintenance 199 151 157 121 157 117 126 200 204 134 123 166 1855
Counseling 490 363 345 353 305 143 113 252 188 197 183 368 3300
Early/Forced Marriage 17 19 12 7 19 6 6 12 20 17 8 20 163
Emotional Abuse 9 10 11 6 22 11 6 7 14 12 16 16 140
Information/Inquiry 1039 872 837 872 924 642 553 890 672 354 379 540 8574
Financial/medical Aid 263 237 133 202 176 104 108 137 113 92 105 149 1819
Follow up/Updates 30 21 27 14 21 17 14 35 29 15 32 79 334
Request for specific Counselor 668 573 592 1211 1127 614 442 210 311 56 326 451 6581
Physical/mental Disability 7 6 7 6 6 12 8 7 7 5 1 72
Truancy/juvenile delinquency/ 16 10 5 6 20 7 5 13 11 0 5 98
runaway child
Orphaned and Vulnerable 35 30 23 0 0 12 10 10 13 6 9 148
Children/street children
Appreciation 42 23 24 * * * * 20 18 * 45 126 298
Institutionalized 0 0 0 0 0 0 0 0 0 0 0
School related 0 0 0 0 0 0 0 0 0 0 0
Female Genital Mutilation 2 6 0 3 0 1 1 3 0 1 2 11 30
Lost Child 74 51 47 45 51 34 40 38 34 39 39 75 567
Others(birth registration, 43 35 47 0 6 13 2 550 39 543 173 160 1611
inheritance, land issues, line
testing,adoption etc)
Sub total 3311 2714 2528 3074 3162 1991 1606 2694 2017 1787 1663 2441 28988

Confidence building calls 13486 13072 13169 12306 12422 10008 9610 10204 6713 3465 6216 10565 121236
(Greetings, wrong numbers,
incomplete,pranks)
Non intervention calls (Blanks and 21445 19283 18507 17691 18247 14864 13652 14823 9921 6568 6138 13302 174441
silent calls)

GRAND TOTAL 38242 35069 34204 33071 33831 26863 24868 27721 18651 11820 14017 26308 324665

14
Biennial Report. 2009 - 2010

Table 6: COUNSELING CATEGORIES

Boy/girl relationships 274 211 196 65 141 50 43 104 63 72 74 147 1440


teenage pregnancy 14 7 12 8 10 3 6 5 8 14 8 7 102
suicide 1 1 0 2 0 0 0 0 1 5
student/teacher relationship 11 5 4 8 4 8 3 2 9 0 4 4 62
stress/depression 5 3 5 4 1 8 2 1 3 9 41
sexuality e.g masturbation, reproductive health 10 14 7 9 10 2 4 8 10 3 11 18 106
self esteem 3 3 1 3 2 0 0 3 0 1 1 3 20
drug/substance abuse 5 1 7 3 4 3 4 2 0 4 1 6 40
peer pressure issues 7 3 5 1 2 1 0 2 1 2 2 2 28
child/parent relationship 49 30 33 23 25 10 10 26 16 27 22 33 304
Career Development 9 13 11 5 11 8 0 1 0 5 63
Adult related (e.g. marital issues) 52 50 44 175 70 58 0 69 52 42 32 59 703
Academic performance 44 21 19 49 23 7 34 20 25 23 20 43 328
Trauma counseling (witness to violence, Domestic 4 1 1 1 2 0 2 2 3 1 2 19
violence, phobias)
Sibling relationships 0 0 1 1
Parental guidance 2 0 0 2
General 2 1 1 1 0 0 4 33 42
TOTAL 490 363 345 357 304 153 106 252 188 197 183 368 3306

Table 7: ANALYSIS BY PROVINCE


Rift Valley 1096 954 867 911 937 590 438 807 616 418 270 347 8251
Nairobi 719 572 573 523 588 401 328 581 473 387 204 296 5645
Western 617 485 437 419 473 282 204 361 326 288 172 305 4369
Eastern 375 288 278 333 334 194 178 267 230 214 124 216 3031
Central 331 288 272 283 319 182 152 274 232 138 77 119 2667
Nyanza 280 238 294 288 258 166 180 210 186 158 79 129 2466
Coast 352 264 279 292 225 160 102 156 145 134 73 91 2273
North Eastern 45 65 51 60 52 25 24 39 37 51 22 70 541
Undisclosed/Unclear locations 34427 31913 31155 29962 30645 24863 23262 25026 16406 10032 12996 24735 295422
TOTAL 38242 35067 34206 33071 33831 26863 24868 27721 18651 11820 14017 26308 324665

Table 8: REFERRALS
DCOs/PCOs 423 395 328 313 392 642 264 459 944 335 93 182 4770
Other government structures (police, CDF etc) 286 259 165 197 288 253 192 215 202 172 64 201 2494
Civil society organizations 183 188 156 170 157 99 69 141 98 65 51 18 1395
Not referred 37350 34225 33557 32391 32994 25869 24343 26906 17407 11248 25907 302197
TOTAL 38242 35067 34206 33071 33831 26863 24868 27721 18651 11820 208 26308 310856

15
Childline Kenya

Table 9: GENDER
Adult male 1605 1474 1449 1342 1510 1036 745 1066 954 840 343 398 12762
adult female 965 793 798 696 775 520 420 669 686 419 192 239 7172
adult unknown gender 0 0 0 0 0 0 0 0 0 6 8 14
child male 609 461 440 492 437 224 229 434 299 286 112 144 4167
child female 625 424 362 576 464 220 212 526 306 243 58 127 4143
child unknown gender 0 0 4 2 6
male unknown age 6 2 0 286 509 803
female unknown age 5 1 0 195 374 575
unknown age and gender 34427 31915 31154 29965 30645 24863 23262 25026 16406 10032 12821 24507 295023
TOTAL 38242 35067 34206 33071 33831 26863 24868 27721 18651 11820 14017 26308 324665

In the year 2010, Rift Valley province still recorded the highest Calls by province (2010)
number of reported child abuse cases. Childline Kenya has
designed interventions that target its primary beneficiaries. One
of the most successful activities that have taken place in this region
include; sports for child protection, the children voices conference
and training of peer educators who will facilitate behavior change
among children and youth. These are preventive activities that are
aimed at taming abuse of children at very early stages.

North Eastern province presents the lowest reported calls. This is


attributed to the nomadic lifestyle of communities living in the
region, making it difficult for services to reach them effectively. The
situation has been exacerbated by high poverty levels. Children are
not accessing education but rather engage in herding cattle, work Rift Valley
that is supposed to be an adults’ task. In addition, harmful cultural Nairobi
practices (female genital mutilation, forced early marriages) are Western
rampant and have largely contributed to the suffering of thousands Eastern
of children in the region. Central
Nyanza
Coast
North Eastern

A counselor attends to a call in one of the call center booths


that were in use in 2009

16
Biennial Report. 2009 - 2010

1.2 Upgrading the National Child Helpline Call Centre


In mid 2010, Childline Kenya received a grant from Rockefeller Foundation to upgrade the centre in order to improve
efficiency by deploying modern technology at the child helpline.

The project started on 1st September 2010 and will end in July 2011. It will support training of the child helpline staff
to manage a professional call centre as well as develop content for an intranet based support portal which will be useful
especially for counselors. The portal contains quick reference materials on a wide range of child rights and call centre
concepts, which will be useful especially to new counselors. The grant also ensures the helpline is connected to fibre
optic for stable internet, increasing both voice and data capabilities of the helpline.

The upgraded centre was officially opened on the 17th November 2010. The Chief guest to this important event was
the Permanent Secretary, Ministry of Information and Communication, Dr. Bitange Ndemo accompanied by other
guests from the Ministry of Gender, Children and Social Development, the Rockefeller Foundation, Ken-Tech Data
Ltd, the ICT Board, the Teachers Service Commission among others.

A snap shot of the new Call centre Customer


Relations Management System (CRM)

The upgraded child helpline call centre is a major


milestone for Childline Kenya and the Government of
Kenya in the provision of Child Protection Services to
Kenyan children. The Executive Director, Ms. Irene
Nyamu said that the upgraded centre will not only increase
children’s access to the helpline 116 but would also enable
Childline Kenya to further expand on its mission to use
ICT innovations to increase child protection options
and tools for children. “The organization will now add
alternative communication channels to the child helpline
i.e. SMS, on-line chat forums, online safety and support
programmes”. The new call centre

17
Childline Kenya

Dr. Bitange Ndemo, the P.S Ministry of Information and Communication thanked the Rockefeller Foundation
for funding the upgrading of the child helpline. He acknowledged that the helpline is a necessary intervention
given the state of child abuse in the country. He however urged Childline Kenya and entire civil society at large
to concentrate more on preventive measures of child abuse and less on reactive intervention measures. He added
that when the helpline reports a huge number of calls on abuse, it is not something to be celebrated but is of
great concern since it reflects a disfunctional state of the society which needs to be addressed. On an upbeat
note, the P.S encouraged Childline Kenya to develop a wealth creation concept to enable the sustainability of
the child helpline and rely less on donations. He promised to stand by the organization to achieve this goal
within the next three years.

1.3 Eldoret and Garissa Helpline Call Centres


Garissa Call Center
Childline Kenya established a new call center in Garissa Town to serve children in the North Eastern region. Just like
the main call centre, the new centre is also hosted in a government facility and was supported by the International
Organization of Migration (IOM) in 2009. The choice of this location was informed by the helpline data which
showed that very few cases of child abuse are reported from this region, even though the region suffers from unique
social-cultural challenges that make children vulnerable to FGM, lack of enjoyment of the right to education and child
marriages. By bringing this service closer to the community it is hoped that preventive education and support can be
provided to the community.

Eldoret Call Center


Rift Valley Province emerged the highest in reporting child abuse cases. In 2009 for instance, a total of 13,730 calls
were received from the province. With a centre in the North Rift, there will be increased community awareness on
child protection and timely response to cases of child abuse. There are nine(9) trained counselors based at the center
currently and supported by the World Vision Project.

North Rift Call Center officially opened by the National Director of World The North Rift Call Centre was officially opened by Tiina Saukko, Chief Execu-
Vision, Finland on 24th June 2010 tive Officer, World Vision Finland on 24th June 2010

18
Biennial Report. 2009 - 2010

1.4 Helpline case studies


Sexual Abuse
Jane* called the helpline reporting the defilement of her younger sister, Sarah*, a 6 year old girl. Sarah* had been defiled by
her teacher in June of the same year. At the point the call was made, Sarah had been treated at a gender violence recovery
centre and the matter reported to a nearby police station. The perpetrator had been arrested and released on bond, which
is his constitutional right. The headmaster of the school the teacher was teaching had requested Sarah’s mother to settle the
matter out of court and had offered 150,000/= for the settlement to protect the school’s reputation in the area. The mother
refused and did not relent in her pursuit of justice for her daughter. The case was consequently filed in court. The helpline
referred the case to one of the legal partners for purposes of watching brief on the case especially because the defense was
intimidating the girl and her mother through its lawyer. The court process commenced in August and with the help of the
legal partner and a supportive prosecution, the case proceeded very well. In January 2010, judgment was made and the
perpetrator was sentenced to life imprisonment. Sarah* was enrolled in another school and the guidance and counseling
teacher is taking her through counseling sessions to deal with the trauma of the defilement.

Child Abandonment
A lady who works in a public office received information that a three day old baby had been abandoned at a local clinic
soon after birth. Because of her knowledge and interest in child protection she sought to rescue the child. She visited the
said clinic, took the child and reported the matter to the nearby police station. The officers asked her to stay with the child
until the child is identified or claimed by someone, presumable the family. Since the child seemed unwell, the lady did not
want to risk staying with the child and decided to contact the nearest children’s department instead. There seemed to be
reluctance in committing the child to a shelter and she was not given any feedback.

Several days after reporting the case, she decided to go personally to the Headquarters of the children’s department at
Nyayo house. With the assistance of an officer there, the child was taken to Kenyatta National hospital where the child was
diagnosed with a spinal cord problem. The hospital was willing to start treatment immediately. Further, she was supported
to find specialized shelter at a Charitable Children’s Institution which would also ensure the child is taken to the hospital
as is necessary for treatment.

Child Neglect
A village elder in Rift Valley Province called to report the case of a 7 year old boy, Brian*, who was being neglected
by his father. Further, though he is of school going age, he had not been taken to school. The boy lives with
the father and a step mother. At the time of calling, the boy had been chased out of the house by the father for
allegedly operating their music system without his permission and had since then slept at a neighbor’s house for
two days. The helpline team supported the village elder to report the case to the nearby children’s office. Brian’s
father was summoned and warned against the continual mistreatment of the child. He was further ordered to
take the child to school. The helpline took responsibility to regularly check on the welfare of the child to ensure
he is not only going to school but he is also free from abuse. After three months of regular calls to the concerned
neighbors it was established that Brian* was out of danger and was enjoying schooling

Child Trafficking
A 12 year old girl was found stranded along a highway late in the night. She said she had run away from her employer
because she was being mistreated by the mistress of the house. She had been brought to the city on false promise that
she would be enrolled in a good school to continue with education and instead ended up as a house help. She was not
being paid wither for the work. The Good Samaritan took her to the nearest police station where she was attended
by an officer of the Community Policing Department Gender and Child Protection. The police station also arranged
for her repatriation back home. The employer could not be traced for prosecution since the girl could not describe the
residence and could not trace her way back to the residence.

19
Childline Kenya

Physical abuse
Jecotia* called to report that his 14yrs old niece had her hair plucked by her step mother. This happened after an
argument ensued over a matter that involved her and her step sister. The plucking of her hair was meant to serve as a
punishment. The helpline got in touch with the father and explained the unfortunate situation. The father immediately
took the child to hospital. He further warned his wife against abusing the child. As a rule in the home, he was to remain
as the only disciplinarian in the home and not the wife. The child has not been abused since.

Sick Child
James, a landlord reported the case of Jane*, his tenant, who had kept her two year old sick child in the house for more than
three months because her religious beliefs did not allow her to take the sick to hospital. The child had a serious skin disease
which required urgent medical attention especially since the body seemed to be deteriorating fast. The neighbors had tried
talking to the girl’s parents unsuccessfully. The helpline staff working closely with the landlord had the matter reported to the
area chief who not only wrote a letter ordering the child to be taken to hospital but also paid a home visit to ensure this was
done the same day. The child was treated and is now fine.

NB: The names used have been changed for confidentiality purposes

20
Biennial Report. 2009 - 2010

Chapter 2: Outreach and Field Services


C hildline Kenya’s programs are designed to actively respond to the long term needs and rights of children. With
children being the core, we ensure that adults and institutions participate in our interventions as duty bearers.
This makes our programs unique.

2.1 Promoting Child Rights and Safety through community education


The radio forms the most popular means of communication among majority of Kenyans. Childline Kenya empowered
communities with information by airing infomercials that help the listeners to know the various forms of child abuse
existing within towns, villages, urban estates, schools and home environment and also advising on various steps
community members need to take in case an abuse occurs.

Based on this, more people have been empowered to signal child abuse early enough and there has been an increase
in the number of callers to the helpline to report cases of child abuse enquiring about the child helpline 116 services.

Live radio talk shows were aired on Radio Citizen discussing various topics on issues affecting children in a period of five
(5) months (November 2008 to March 2009) targeting children, parents and caregivers. The topics included; rights and
responsibilities of children and parents, physical and emotional abuse, sexual exploitation and neglect of children. In such
programs, listeners got a chance to call or send short messages for experts in the children sector to respond to their questions
on different themes. Parents, teachers and caregivers were able to deal more effectively with child related issues and hence
promote child rights and the ability among community members to stand out and denounce child rights violations. There
was a marked increase in the number of callers at the helpline as an estimated population of twenty (20) million people was
reached with information.

Childline Kenya published 7 articles on the most read Daily Nation newspaper. The articles aimed at educating the public on
the helpline service, challenging parents on their role and informing children about their safety.

Articles published in the Daily Nation on Wednesday 16th December 2009 A popular Radio Presenter talking about 116 During a Road Show

21
Childline Kenya

Publicity through Road Shows


In 2009, Childline conducted 3 publicity road shows
in the Eastern Province in collaboration with Royal
Media Services. This region is known for child labour
and many children drop out of school to work in
the Miraa business (Khat) and Rice farms in upper
eastern or simply eke out a living for their families in
some of the drought prone districts of lower eastern.

The campaigns help to reinforce the message that


parents and guardians have an important role in
enrolling and retaining children in school and utilizing
the child helpline 116 service to report incidents of
child rights violations. A total of 82,000 people were
Children, parents and youth participating in the road show reached, out of which 23,940 were children.

Testimony from a listener


“Nimesikia 116 kwa Wimwaro FM. Sasa niko tayari kusaidia watoto….”. “I’ve heard about 116 through
Wimwaro FM and now i‘m ready to assist children…..”
(response by a woman interviewed during a road show)

Publicity through Exhibitions


Childline took part in three (3) public exhibitions and fairs where information desks manned by volunteers were
established to distribute information on child rights, protection and operations of the helpline 116. Direct interaction
with CLK staff was a very informative way of passing information which empowers communities. The exhibitions
targeted church members, children and parents in the upper class residential estates and those who attended the
Nairobi International Trade Fair. All the participants reached, promised to support Childline Kenya’s work at the grass
root level by cooperating and reporting more often the rapidly increasing cases of child abuse within Nairobi.

2.2 Reaching More Children through the Speak-Out Boxes Initiative


Most of child abuse cases reported from urban communities occurs within informal settlements where telephone
accessibility is very low. Childline Kenya introduced the Speak Out Boxes initiative to enhance the reporting of child
abuse cases by children learning in informal schools within Korogocho, Babadogo and the expansive Kibera slums.

Children are encouraged to write and drop their concerns in the boxes, which are strategically located within school
compounds, then a team of trained teachers and children assists in addressing those issues and subsequently referring
the more complex issues to the helpline staff. 56 schools are currently implementing the project and positive outcomes
have been realized.

Besides reporting of child abuse cases, Speak Out Boxes have acted as a planning tool by school management
committees because in some instances children have accessed basic necessities such as clean drinking water by placing
a request through the boxes.

Teachers in all the schools where the project has been tried have expressed gratitude and there are requests for Childline Kenya to
expand the project to cover new schools both private and public to reach children in low, middle and high class residential areas in
Nairobi. With the good results, the project will in future be taken to areas outside Nairobi province. This approach has emerged the
most confidential way for children to report abuse.

22
Biennial Report. 2009 - 2010

2.3 The Global Perspective: Child Helpline International Events,


Meetings and Conferences
Childline Kenya in collaboration with various stakeholders celebrated the International Child Helpline, World
Communication Day and the Day of African Child. Such moments give children an opportunity to interact with adults
who share information on the milestones achieved in the child protection sector. These events provided an opportunity
for CLK staff, volunteer counselors, and Government officials, representatives from Civil Society Organizations and
children from the Institutions and communities to connect and interact.

CHI Conference participation in Malawi


Childline Kenya is an active member of the Child Helpline
International (CHI) and represents other helplines in the African
Region. One of the opportunities that came with this membership
is Childline Kenya participating in a conference organized by CHI
in Malawi, 2009 in which two CLK staff and one Children Officer
working at the National Call Centre attended. The objective in this
conference was to create a platform for networking and exchanging
experiences, knowledge and ideas, to facilitate dialogue among
counties with established child helplines and those interested to join
the network and also to facilitate development of countries’ action
African Child Helplines Regional Conference Participants in 2009 (Malawi ) plans on child protection for the year 2010.

Fifth International Consultation Conference-Madrid, Spain


Two CLK staff and a board member attended this year’s
conference from 24th -28th October 2010, whose objective was
to provide a forum for exchange of knowledge and experiences.
It was also aimed at conducting trainings on key helpline issues,
provide information and support stakeholders as well as update
participants on child helpline International’s achievements and
activities in 2009/2010 and convene the general assembly of
Child Helplines in order to carry out essential network business.
The Spanish Princes Her Royal Highness La Infanta Cristina de Borbon (Left) at the Official
opening of the 5th Conference where she was the chief guest. With the princes is Nenita
La Rosa, Executive Director of Child Helpline International-CHI (right)

The very well attended 2010 event, was hosted by Fundacion


ANAR (The helpline in Spain) in Madrid Spain, and brought
together close to 200 participants from over 100 child helplines
across the world. There was emphasis on new technologies
accessible to children, child participation and the development of
partnerships in order to win the war on violence against children.
The youth forum was a major highlight of the conference with 20
youth showcasing their skills in film production and other forms
of media to communicate with their peers on important issues.

Some of the members who were elected to the CHI Board to represent their
regions (Europe, Americas, Africa, Middle East and North Africa -MENA
and Asia Pacific). Irene Nyamu, the Executive Director of Childline Kenya
was elected as the CHI Network representative for the African region.
some of the artwork
presented by Youth

23
Childline Kenya

Chapter 3: Child Participation


C hildline Kenya is deeply aware that the fight against child abuse cannot be won without involving children
themselves as active campaigners and advocates of their own rights and safety. It is for this reason that the child
empowerment program was conceived. The program has 3 main components which include;

• Safety conferences for children,


• Skills building sessions and workshops to equip children with life skills and techniques
• Child Ambassadors project where selected children represent their colleagues in fora and events that advocate for
protection of children rights

3.1 Child Safety Conferences in 2009 and 2010


In 2009, Childline together with partners held the first child
safety conference whose main objectives were to give feedback to
children on the work on the helpline since its lunch, educate the
children on the services provided at the helpline and why children
contact the helpline and finally, to give children an opportunity to
give feedback to the helpline as the main clients and users of the
facility. A total of 122 children (62 boys and 60 girls) participated
and their contributions were invaluable to the work of CLK.
Due to the success of the first conference, a subsequent second
conference was held in 2010 with very positive outcomes. In both
conferences, the children shared their recommendations with
policy makers, many of which have been implemented or will be
pursued by Childline Kenya in its advocacy programme

The conference coincided with the period when Kenyans were


giving their views to the Committee of Experts on the Constitution
review and children had a chance to share their views on the Bill of
Children take part in the 2009 Child Safety Conference at Multimedia
Rights, promising not to keep quiet on issues of safety and abuse. University College of Kenya- Nairobi.

3.2 Sporting Activities


Childline Kenya sponsored a one day sporting activity on
26th November 2010, targeting children from the North Rift
region with an aim to enhance child participation which is a
universal recognized right by both national and international
child protection instruments. The activity brought together
250 children from various parts of the Rift Valley province
and it also gave an opportunity for CLK to disseminate
information on rights and responsibilities of children.

SOS Children Villages Eldoret team

24
Biennial Report. 2009 - 2010

Some Key Recommendations from Children in 2009/2010

1. The government strengthens child helpline 116 so that all children have an opportunity to report any cases of
child abuse as they arise.
2. Strict measures must be put in place to apprehend drug dealers who have negatively affected lives of many
children
3. All police stations should establish a children’s desk specifically to address matters reported by children.
4. The media to introduce TV and radio educative programs for children and ban those that are not of importance
to children and youth.
5. The government to come up with ways to guarantee the safety of children in the internet.
6. NGOs should facilitate the formation of child rights and safety clubs in schools where children can discuss
issues freely without fear.
7. Parents should practice their responsibilities to provide for children rather than become abusers.
8. Children should always inform their parents about their where about.

3.3 Child Ambassador Program


Childline Kenya endeavors to discover talent from the tender age. The Child Ambassadors program aims to promote
child participation by engaging with children on their rights and responsibilities to shape positive behaviour among their
peers. Besides enjoying their rights, children have a responsibility to contribute towards creating a cohesive environment
at family and community levels. The program has been running for five years with one child ambassador who has been
representing CLK in national and international child related forums. Currently CLK is in the process of expanding the
program targeting a few selected children who will represent and lead others during CLK’s outdoor child focused events,
including open forums, conferences, sports, child rights clubs in schools among other events.

The Child Ambassadors program aims to promote child


participation by engaging children meaningfully

25
26
Chapter 4: Organizational Development
Childline Kenya

4.1 Childline Kenya Team(Organogram)


Irene Nyamu
Executive Director

David Odongo Patricia Chamia Shem Cheruiyot


Call Centre Manager Program Officer Finance and Administration Officer

Martha Sunda Maureen Olum Martin Maina Danson Ndetei Philip Nyange Rita Munyae Millicent Odongo
Counsellor / Trainer Team Leader Technical Assistant Technical Assistant Project Assistant Resource Mobilization Assistant P/R Administration Assistant

Volunteer Counselors and interns Program Interns Alfred Opala Edwin Kariuki
Office Assistant Office Assistant
Biennial Report. 2009 - 2010

4.2 Staff and volunteer counselors’ development


Our resource shelf at the Call Center contains books and materials with information on various aspects in the lives of
children and is in the process of instituting a borrowing system that will ensure they remain in good condition and are
equally shared out within the Childline Kenya team.

Childline Kenya wins the 2010


STARS Impact Award for child
protection
The Resource Centre

4.3 Recognition efforts: Childline Kenya wins the STARS Impact Award
2010
The STARS Foundation is a registered charity with the
Charity Commission for England & Wales which works
to improve the lives of disadvantaged children around
the world by supporting organizations which meet
their health, education and protection needs. Each year
the Foundation announces the STARS Impact Awards
which aim to identify and support local organizations
that achieve excellence in the provision of services to
disadvantaged children and that demonstrate effective
management practices.
Irene Nyamu receives the Child protection Impact Award 2010 from the STARS
Board Chairman in December 2010

Late last year, Childline Kenya put in an application for the 2010 Child Protection STARS Impact Award and it’s our pleasure
to announce that we indeed won the award on account of being a provider of unique services to the children of Kenya.

Childline Kenya works to promote child rights and create a culture of child protection in Kenya by mainstreaming
ICT in its intervention methods. The organizations’ programmes focus on strengthening child protection initiatives
and systems in Kenya, enhancing child empowerment and continuous analysis of the current child protection needs
to inform and benefit the existing programme interventions. The child helpline 116 is Childline Kenya’s flagship
programme. It’s a 24 hour toll free helpline service for children and concerned adults to call in from Safaricom, Zain,
YU, Telkom and Orange Networks to report abuse and receive counseling.

The STARS Foundation recognized the following areas of excellence by Childline Kenya:
• Harnessing the power of technology to provide support services to vulnerable children across Kenya through the
provision of a 24-hour helpline.
• Acting as a vital advocate at the national level for child rights issues
• Through a range of workshops, conferences and outreach work, Childline educates communities on child rights issues.
• Most importantly, Childline acts as a channel through which children’s voices can be heard
Childline Kenya appreciates the acknowledgement by the STARS Foundation as one of the organizations on the fore
front in fighting child abuse in Kenya. Childline will invest this award in researching on alternative opportunities for
children to communicate and the development of an efficient and effective response system to child abuse.

27
Childline Kenya

4.4 Financial Summary


Our programs are funded mainly by donor organizations, with a small amount of funding being raised from membership
subscription. Childline Kenya has made a commitment to ensure accountability and transparency in management of
all grants. This has guaranteed continuous support in implementation of child protection activities across the country
since the organization started its operations.

Childline also receives in-kind support from the government of Kenya in form of technical personnel and hosting of
the helpline. The partnership with the Government gives a guarantee that the helpline will be sustained and this also
allows CLK to receive cooperation and support from our stakeholders within the child protection sector which further
increases sustainability of CLK programmes.

Based on the CLK strategic plan 2008-2012, the organization has projected an annual income of US$500,000. In
2009, it surpassed this projection by US$100,000 and was able to implement more projects.

In 2010, due to the global economic melt down, the organization suffered a little set- back and started the year with
funding from only one donor (Plan International) but by mid 2010 the situation had improved. CLK received a
grant from Rockefeller spanning financial year 2010-2011. In total therefore, in 2010 the CLK total budget was USD
1,027,709. The 2009 and 2010 budgets and donors are summarized below.

The 2009 budget (US$) The 2010 budget (US$)


Plan Netherlands Plan Finland
World Vision Kenya Grant Grant
182,800 (VAC) (MFA)
175,242 228,205
Nokia /MFA
375,000
UNICEF World Vision
31,049 Rockefeller
Grant
Grant
157,673
403,000
IOM
35,452.2

4.5 Looking ahead: 2011 - 2012


In 2011/2012 Childline expects to undertake the following

• Continued provision of services and education to • Full establishment of the Childline Kenya
children and other callers via the 116 helpline. This Research Unit to engage in research on
includes counseling services, continuous training of child safety/protection and development.
counselors, and follow up of each case reported that the
• Expanding use of child media for
helpline receives
promotion of child rights and education
• Expansion of access to the helpline 116 by integrating on the helpline.
SMS and Internet based Chat counseling
• Resource Mobilization for new projects
• On- line Child safety project with partners in IT and
• Staff development and training
telecommunications
• Purchase of a vehicle for Rescue, tracing
• Media campaigns on child safety and knowledge of 116.
and re-integration work
• Hosting the 3rd Child Safety Conference 2010
• Continuous identification of referral
• Hosting the 6th Regional Child Helpline Consultations partners and updating of the database.
for the African Region in September 2011

28 28
Childline Kenya Full Members
► Goal Kenya
► ICT Policy Centre
► Plan Kenya
► World Vision Kenya
► Shangilia Mtoto wa Afrika
► Gender Violence Recovery Centre - Nairobi Women’s Hospital
► Hope Worldwide International
► Life Skills Promoters
► Child Welfare Society of Kenya
► SOS Children’s Villages
► Kenya Child Fund
► KAARC

► Bosco Boys center

Associate Members
► International Justice Mission
► Regional Counseling & Psychological Organization (RESCOU)
► Crisis Response Development Foundation
► Youth Alive! Kenya
► Transformational Agents of Change Initiatives (TACI)
Our Donors
► Plan International (Ministry of Foreign Affairs Finland)
► Plan International (Ministry of Foreign Affairs Netherlands)
► The Rockefeller Foundation
► The STARS Foundation
► World Vision Finland through World Vision Kenya
► International Organization for Migration (IOM)
► Nokia
► UNICEF(Italian Cooperation)
► Government of Kenya Department of Children’s Services
(Ministry of Gender, Children & Social Development)

Childline Kenya
Lower Kabete Road, at Kabete Rehabilitation School
P O Box 10003-00100, Nairobi, Kenya
Tel: 0202034497/2059722
Mobile: +254 727637076/ +254 735813344
info@childlinekenya.co.ke
116@childlinekenya.co.ke
http://www.childlinekenya.co.ke
Facebook fan page: child helpline 116-kenya
Twitter: childline kenya

Connecting People
Printing of this report was made possible through the generous support of Plan International(Finland) and Nokia

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