Embed Size (px)
Citation preview
1
2
The content of this publication does not necessarily represent the view or the position of the OSCE
Spillover Monitor Mission to Skopje
Editor
Women's lobby and action against violence and trafficking in
women –Open Gate/ La Strada
Author:
Jasmina Dimiskovska Rajkovska
Biljana Jovanovska
OPEN GATE/LA STRADA
3
MANUEL ON THE WORK OF THE SOS LINE
CONTENTS
1. Introduction……………………………………………………………………..4
2. History of the SOS Line .....................................................................................4
3. Info center ........................................................................................................... 5
4. Operating of the SOS Line for Help Against Human Trafficking .................6
4.1. Rules of Procedure on the Work of the SOS Line .............................................6
4.2. SOS Line Working principles.............................................................................7
4.2.1. Active listening ...............................................................................................7
4.2.2. Responding .....................................................................................................8
4.2.3. Confidentiality ................................................................................................9
4.2.4. Situations that call for lifting of confidentiality .............................................9
4.2.5. Non-victimizing behavior ...............................................................................9
4.2.6. Providing the operators with emotional care and emotional cleansing ........10
4.3. Regulatory documents of the SOS Project.......................................................10
4.3.1. SOS Line functioning Structure ...................................................................10
4.3.2. SOS team meetings.......................................................................................10
4.3.3. Selection and preparation of operators..........................................................11
4.3.4. Job description for the post Operator of the SOS Line.................................13
5. Moments of blockage during SOS consultation ............................................14
6. Revisiting educational materials and trainings .............................................14
7. SOS Line: Our connection between prevention and direct support ............14
7.1. Informative/Preventive support of the SOS Line ............................................15
7.2. SOS Line and direct support ............................................................................19
8. SOS Line as an important referral instrument ..............................................22
9. Publication of the SOS Line .............................................................................23
9.1. SOS Line and media .........................................................................................24
9.2. SOS workshops and presentations ...................................................................24
9.3. Advertising material ..........................................................................................25
9.4. Publication of the SOS Line through partnership and cooperation ..................26
10. Statistics and data-base ....................................................................................27
4
OPEN GATE/LA STRADA
1. INTRODUCTION
The implementation of the SOS Line for Help Against Human Trafficking in the
past few years has brought about the need to bring the Line closer to the citizens of the
Republic of Macedonia. The Manual on the Work of the SOS Line and the data
published in it present, in general, the activities and the working methods of the SOS
Line at the NGO Open Gate.
The Manual aims to explain in-depth the program content that has been
continuously developed and improved through the work of the Line, depending on the
needs of the SOS clients.
This Manual has as its objective to facilitate and simplify the work of all those
who might in the future make use of it. We hope that it will prove of interest and effect
enough for the professionals from various fields, e.g. social workers, teachers, and, in
particular, non-government organizations, volunteers, as well as all those who directly or
indirectly deal with the problem of human trafficking.
We express our indebtedness to all the SOS operators who, through their energy
and commitment, have made provisions that this Manual is filled with useful information
that will help the reader get to know the work of the SOS Line for Help Against Human
Trafficking better.
2. HISTORY OF THE SOS LINE
The NGO Open Gate, that commenced with its activities on October 1, 2002, set
up as one of the most effective methods for prevention of human trafficking the only
telephone service that offers information, prevention, and counseling to citizens,
trafficked persons, as well as their families in the Republic of Macedonia. Although the
Line started with its work with only 12 hours per day, because of the increased need
evinced by citizens, from July 1, 2005, the working hours were extended to 24, with five
operators who have experience in providing information and assistance relating to human
trafficking.
5
MANUEL ON THE WORK OF THE SOS LINE
The services of the SOS Line have been rendered by five seasoned operators, and
the whole operation is managed by a coordinator and a Project assistant. There are two
SOS lines at the Open Gate/La Strada: one fixed number, 2777-070 and another, 0800
11111, where the latter is toll free for all the public calls from the Republic of
Macedonia. Both lines work every day, 24 hours per day.
The mission of the SOS Line is to reduce the risk of human trafficking by way of
raising public awareness and procuring information and assistance to the SOS clients.
All the services of the SOS Line are also accessible via e-mail:
[email protected] and available for everyone, regardless of their sex, national, or
ethnic background.
3. INFO CENTER
On May 30, 2007, the Open Gate/La Strada expanded the work of the SOS Line
0800 11111 for help against human trafficking by opening an informational-educational
center pertaining to this problem.
The goal of the Educational Center is to enable the citizens of the Republic of
Macedonia to acquire useful information and consultation not only via the SOS Line but
also through direct contacts with the trained personnel at the Open Gate.
The Info Center works Tuesdays and Thursdays from 10.00 a.m. to 12.00 p.m.
Every citizen who needs information and assistance regarding human trafficking can
schedule a meeting via the toll free number 0800 11111, that works 24 hours per day, or
on the e-mail: [email protected].
The opening of the Educational Center came about since many past and present
SOS clients have expressed the need to have a direct contact with us in order to get
informed on the issue of human trafficking, thus enabling them to solve their dilemmas
easier.
The Open Gate sent a release to 30 electronic and printed media by way of which
it wanted to inform the audience at large about the existence of the Info-Educational
Center; also, it had a sticker published in the magazine TEA.
6
OPEN GATE/LA STRADA
4. OPERATING OF THE SOS LINE FOR HELP AGAINST HUMAN
TRAFFICKING
4.1. Rules of Procedure on the Work of the SOS Line
A Rules of Procedure was drawn up for the employees of the SOS Line; it
contains the following work instructions:
• The client calling should never be disclosed any personal information about
us. It frequently happens that, in order to get closer to the caller, we say
something about ourselves, for example, that we went to the same school; that
we come from the same place; etc. Thus we strip the client calling of her
anonymity, so she can back down fearing that her identity might be disclosed.
• Clients are never invited for a talk to the SOS premises.
• The address of the SOS Line is kept secret. If the operator decides that a
meeting is necessary, and if the client herself asks for it, then the meeting is
scheduled at the Info-Educational Center at the Open Gate.
• Journalists, photographers, and TV crews are not invited to the premises of
the SOS Line.
• It has happened that journalists read our materials and ask to make recordings
Бесплатен инфо центар
Услуги кои ги нуди:
•Информации и помош на клиентот за
проблемoт од трговија со луѓе
•Разговор и беплатен совет од стручно
лице
•Информации и совет за безбедно
заминување во странство
•Основни информации за трговија со
луѓе. Закажете средба на бесплатната
линија -24 часа на ден
Тел: 0800 11111 СОС телефонската линија е поддржана од: Набљудувачката
мисија на ОБСЕ во Скопје, Амбасадата на Соединетите
Американски Држави во Скопје и Македонски
телекомуникации.
Инфо центарот работи во
вторник и четврток од 10-12
часот
Женско лоби и акција против
насилство и трговија со жени–
Отворена Порта
или на е-маил:
7
MANUEL ON THE WORK OF THE SOS LINE
at the SOS premises. The journalists are given the phone number of the
coordinator or the public relations person. Recording or picture taking can
only be made outside of the SOS premises.
• Every operator has the right to be on duty without the presence of another
operator. The operators who do not want to be interrupted while on duty - if
they find it distracting/disturbing - only need to explain this to the other
operators.
• Duty hours are absolutely mandatory.
• If an operator is prevented, for valid reasons, to be on duty in the scheduled
shift, she should inform about it another operator or the coordinator, or find a
substitute operator herself.
This Manual has been presented to the other employees who work on another projects at
the Open Gate.
4.2. SOS Line working principles
4.2.1. Active listening
Listening is a vital part in the work on the SOS Line and represents a skill that requires
practice and training to increase the efficacy of the listener. These are the key guidelines,
offered as suggestions, that will make the conversation with the caller more successful.
Be a listener and not a lecturer – Listening is a basic prerequisite for a good
communication with the caller; the conversation should not resemble a lecture on the
part of the operator.
Be an attentive listener – The response of the operator should communicate across
concern for and acceptance of the caller. Their trust must be aroused and maintained.
The operator must deserve the trust through her responsible and trustworthy behavior.
Be an unbiased listener – Listen carefully about the problem that seems insurmountable
to the caller; try to understand how agitated or upset she is. Respond in a fashion that
clearly shows you have comprehended her problem and try to help her describe all the
aspects of the problem.
Remind the person calling you are concerned about her and try to assess her
8
OPEN GATE/LA STRADA
emotional state.
Previous experience can be of great help – Learn how she dealt with the same or
similar problems in the past. This information might help the operator to recognize the
aptitude of the person calling to handle difficulties.
Consider alternatives – Consider various alternatives related to the problem. There is
no universal solution applicable to everyone. Refrain from giving ready-made counsel.
Ask direct questions – Avoid ‘yes’ or ‘no’ questions. Direct questions do not prejudice
the answer and encourage the caller to start talking.
Focus on the immediate reason for calling – Some women tend to switch from one
topic to another, incoherently. Focus on the present, here and now, and the specific
reason for calling.
Help the caller find the solution herself – If you feel pressured to find a solution to the
problem, try to turn the question back to the caller, if possible. For example, ask: What
would you like to do?, or: “What do you think would be the best solution for you?”
Get to know yourself better – Learn about your own weakness and strengths and be
honest towards yourself and the caller.
The most important thing is that you are available to the callers.
4.2.2. Responding
Responding is the information how we react to the behavior of the other people.
It is very important that the SOS operator’s responses do not hurt the feelings and dignity
of the client calling. Thus we start out with positive things, give suggestions, and
proposals, and by no means criticize.
• You can suitably respond when you do the following:
• Speak in your own name;
• First focus on positive things;
• Give the callers a chance to first comment on the issues related to them;
• Make recommendations without criticizing;
• Comment specific things said by the caller, such as giving examples;
9
MANUEL ON THE WORK OF THE SOS LINE
• Talk about the essential things in someone’s behavior or a situation;
• Propose alternatives, suggesting how and what can be changed, and with what
consequences.
4.2.3. Confidentiality
Respecting confidentiality has a pivotal meaning and is the principal rule for
every SOS line. It creates a feeling of trust, safety, and protection for the caller asking
for help and inspires her to discuss her problems openly.
The information shared with the SOS phone line is confidential and can be disclosed
only within the SOS team working on the Line.
All the records (comments taken down) during the conversation, save the phone
form, are destroyed immediately after the conversation is ended.
Beside the confidentiality of the client data, it is very important to preserve the
secrecy of personal names and data of the operators, as well as the address of the SOS
Line. Every operator is equally responsible for the preservation of the personal data of
their clients, as well as the anonymity of her colleagues.
4.2.4. Situations that call for lifting of confidentiality
Revealing the identity of the client occurs when a client calling is at the moment
in the process of being trafficking. These calls are usually urgent matters. Mostly, the
clients call when they are alone, and the conversations are brief and can end abruptly. It
is good if after the conversation is over, the client is left with the feeling that she can call
again. In such situations, when a client is asking for help, personal data are taken down,
as well as other pertinent information with the only aim to intervene swiftly in order to
rescue the victim.
The same situation happens when the family of the relatives of the victims call to
have her saved.
4.2.5. Non-victimizing behavior
It is important to make the victims of human trafficking realize they are not
10
OPEN GATE/LA STRADA
responsible and guilty for their suffering and the situation they are in. The victim should
be made aware they have not been labeled. She should not be treated as a prostitute.
4.2.6. Providing the operators with emotional care and emotional cleansing
Bi-monthly, the operators have a meeting with their supervisor. At the meeting,
the SOS Line operators can share their experiences and discuss problems they deal with
in their daily work.
It is noteworthy that the operators undergo continual professional development by
way of different workshops, trainings, and seminars; there they upgrade their skills and
knowledge, thus increasing their efficacy at work.
4.3. REGULATORY DOCUMENTS OF THE SOS PROJECT
4.3.1. SOS Line Functional Structure
Duty hours roster (plan)
The work of the SOS Line is realized through on duty hours divided as follows:
Types of duties:
Duty hours are divided into three shifts: from 8.00 a.m. to 2.00 p.m.; from 2.00 p.m. to
8.00 p.m.; and from 8.00 p.m. to 8.00 a.m. every day. The SOS Line works 24 hours per
day.
Switch of duty hours
The coordinator has the right to increase or decrease the number of daily duty
hours, or exempt an operator from the Saturday/Sunday duties, depending on the
capacity of the SOS operator to provide good consultation to client, especially bearing in
mind her current psychological and emotional stability.
4.3.2. SOS team meetings
Organizational-administrative meeting of the team
This meeting, held every Tuesday at 10.00 a.m., is attended by all the operators,
11
MANUEL ON THE WORK OF THE SOS LINE
the coordinator, and the Project assistant. At the meeting is drawn up the duty roster for
the next month; also, changes or news in the operating of the SOS Line are brought up;
further, procedures for governing ascertained; and the operators informed about all the
newly emerged changes pertaining to the services or the programs in the current month.
Group supervision
Group supervision is held at the end of every month, or if needs be, they are
scheduled additionally. In the course of the group supervision are reviewed all the calls
and problems the SOS operators handled while giving consultations to the clients.
Individual supervision is scheduled with an operator, if necessary.
Additional trainings
Beside the regular trainings, the SOS Line operators attend additional trainings or role
plays. The reason for the trainings ensues from the need for new information and
knowledge relating to the work on a certain problem or a group of clients.
4.3.3. Selection and preparation of operators
The selection of operators consists of the following: the SOS Line engages
women-operators at 20-40 years of age, of different professions. For a normal 24-hour-
functioning of the SOS Line a team of five operators is secured.
Selection criteria
• The candidates for the job must pass an interview meeting the following criteria:
• To be women over 20;
• To be informed about the topic of violence used in human trafficking; to have
adequate understanding as regards traumas that victims of human trafficking
experienced;
• To be unbiased and non-discriminatory as regards people and their ethnic, religious,
and political, background, or sexual orientation;
• To be tolerant and embracing the principle of equality for all clients;
12
ОТВОРЕНА ПОРТА/ЛА СТРАДА
• To be good communicators.
Training stages
Training to work on the SOS Line
The training is prepared and administered by the coordinators of the SOS Line in
cooperation with the Manager for Direct Support of the Open Gate. The aim of the
training is:
A. To train the operators:
on the problems arising from violence and the problems victims are facing;
on the psychological traumas of victims of human trafficking;
on the psychological traumas of adolescents.
B. To develop the skills for:
active listening, supporting, and positive responding;
assessment of the situation;
acting on the phone in a critical situation;
giving information to prevent human trafficking;
referring to other services and programs...
C. To enable the practical work of the phone Line through role play.
SOS operator quitting the job
• Quitting at one’s own initiative
While quitting the job at one’s own initiative, the operator has the obligation to inform
the coordinator by way of a month’s notice.
• Leaving because of a contract infraction
Before the commencement of work as an SOS Line operator, every operator signs a work
contract with the Open Gate. If the contract is violated, it is terminated under the terms of
provisions set forth in it. The Decision on the Termination of Employment is made by
the Coordinator, together with the Board of the Open Gate.
13
ПРИРАЧНИК ЗА РАБОТА НА СОС ЛИНИЈА
• Issuing of certificates for work on the SOS Line
The operators of the SOS Line can get a Certificate for Work on the SOS Line, as well as
a certificate for all the trainings they have attended through the Open Gate.
4.3.4. Job description for the post Operator of the SOS Line
Goal of the job:
To proffer expert counsel and consultations on the SOS Line, as well as suitable
emotional, psycho-social, and basic legal assistance as regards human trafficking. Also,
to refer (direct) clients to other requisite services, depending on the needs of the caller.
Responsibilities and obligations:
• Operate the SOS Line 24 hours a day (every day); comply with the working hours;
fully dedicate herself to the SOS Line during the working hours; submit a report on
every call.
• Provide all requested information pertaining to human trafficking, including legal
help;
• Regularly attend SOS trainings, meetings, individual and group supervisions;
• Work in accordance with the basic principles of the SOS Line (anonymity of callers,
operators, and the address of the SOS Line premises);
• Offer as many options to the caller as possible without being asked for it;
• Be realistic, not to promise something that is not feasible – stay within certain limits;
• Repeat whether you have understood correctly. Be positive – there is always some
kind of solution – avoid such words as: no, impossible, very difficult, we cannot, etc.;
• Make a clear distinction between calls and consultation/crisis interventions;
• Register all the calls into the SOS log book;
• Help and assist in the process of drawing up preventive materials pertaining to the
SOS Line;
• Participate in presentations in order to promote the SOS Line;
• Carry out other duties assigned by the Coordinator and the Assistant of the SOS
14
OPEN GATE/LA STRADA
Line;
• Operate the SOS Line since it is the foundation of the cooperation with the social
program – in particular, as regards the cases when victims of human trafficking are
redirected to social workers.
5. MOMENTS OF BLOCKAGE DURING SOS CONSULTATION
In the working process, the operator can sometimes experience temporary interferences
blocking the answers of the SOS Line callers. Usually, it is difficult to hear the reply of
the caller because of the following:
• Different (from our own) point of view of the caller;
• Education, culture, and life experience of the caller - different from our own;
• Callers speak with a strong accent or use phrasing we do not understand;
• You have heard the same story before;
• You don’t know how to respond;
• Callers say something you do not want to hear;
• Your own feelings overwhelm you;
• You are fully focused on yourself and only listen to your own thoughts;
• New developments in or the outcome of the situation about which the caller is
calling are not good;
• You decide you do not like the caller;
It is suggested that in such cases the operators dismiss their personal views and
prejudices and try to treat the problem unbiased and objectively.
6. REVISITING EDUCATIONAL MATERIALS AND TRAININGS
Before commencing with their work, the SOS operators pass a suitable training,
especially designed for the training of SOS operators; there they learn about the methods
and strategies needed for successful and efficient work on the SOS line.
It is planned that every year trainings and seminars held by the Open Gate or
other trainers are administered. There the operators gain requisite knowledge,
15
MANUEL ON THE WORK OF THE SOS LINE
information, and skills. The trainings consist of a theoretical and a practical part.
7. SOS LINE: OUR CONNECTION BETWEEN PREVENTION AND DIRECT
SUPPORT
The SOS Line represents one kind of prevention against human trafficking and
direct support to the victims of the same. It can best be evinced from the services offered
by the SOS Line: its work interweaves a whole array of activities both from the field of
prevention and from the field of direct support.
On one side, the SOS Line offers the citizens easily accessible
information on human trafficking and the measures against it,
especially because it is difficult to control it. The SOS Line does
not aim at any specific target group, age, or sex; it is available to
the audience at large and is free of charge, which is of paramount
importance in the prevention of human trafficking. At the same it should be pointed out
that through the SOS Line callers get information personally, by way of a direct
conversation with an SOS operator. Thus they are not limited as regards questions they
might have and can talk as long as they don’t feel satisfied with the offered reply, or they
do not find adequate solution for their case.
On the other hand, the SOS Line represents the most suitable means by way of
which the victims of human trafficking can establish a quick contact for help and rescue
when the victim of human trafficking in question is offered appropriate intervention on
our part or a safe shelter at our Residence. Among other things, the SOS Line is
important for direct support of victims of human trafficking because it offers emotional
support and conversation, which is anonymous, thus more acceptable, especially for
victims who already experienced human trafficking.
In fact, the work and the services of the SOS Line clearly indicate that it
represents one kind of connection between these two important segments in the combat
against human trafficking, and that its more efficient functioning plays a vital role in the
overall operating of the Organization as a whole, as well as it contributes to the reduction
of this problem in the country.
16
ОТВОРЕНА ПОРТА/ ЛА СТРАДА
7.1. Informative/Preventive support of the SOS Line
The SOS Line for Help Against Human Trafficking is one of the largest sources
of information, and the key element for providing effective consultation is within the
information data-base. This information data-base, - that includes telephone numbers,
addresses, and other kind of data - is formed by the Open Gate, primarily for the needs of
the SOS Line. The main information elements are:
• A phone list and addresses of other international and non-government
organizations that handle the problem of human trafficking;
• A list of other SOS lines for other types of help on the territory of the
Republic of Macedonia;
• A phone list for assistance against human trafficking abroad;
• Phone numbers and addresses of Macedonian embassies abroad;
• Phone numbers and addresses of foreign diplomatic consulates in the
Republic of Macedonia;
• Phone numbers of the centers for social work in the Republic of Macedonia;
• A list of the visa regime for the citizens of the Republic of Macedonia;
• A list of the visa regime for the aliens in the Republic of Macedonia;
• Extant laws on fighting human trafficking;
• A list of registered agencies that offer employment in Macedonia and abroad.
From our past experience, the prevalent number of calls made to the SOS Line
were of informative/preventive nature: the majority of clients sought information about
human trafficking, information about the work on the SOS Line, as well as information
related to agencies that offer work abroad.
What can the SOS Line offer to such calls?
The SOS Line usually informs citizens about human trafficking, the methods traffickers
use to draw a victim into the chain of human trafficking, factors that bring about human
trafficking, specific groups of people targeted, easy prey for human traffickers,
17
MANUEL ON THE WORK OF THE SOS LINE
consequences of human trafficking, etc. The SOS Line provides citizens with all kinds of
preventive measures for assistance by way of which they can protect themselves from
human trafficking.
The SOS Line represents a good mechanism for check up of information when SOS
clients want to travel abroad for the following purposes: work (baby sitters, waitresses,
models, work on a ship, etc.), study, learn a language, develop professionally, or enter a
marriage (abroad).
What does the SOS Line offer to the clients who want to travel abroad?
These clients are informed about the protective measures regarding documents
they need to have, the visa, the validity of the agency through which they want to travel
abroad, as well as the help we can render in checking the agency through the Ministry of
Labor and Social Work. Namely, the Open Gate has accomplished good cooperation
with the Ministry of Labor and Social Work. At our request, periodically, we get from
them a list with the names of registered agencies that offer work both in Macedonia and
abroad. Thus, we provide our clients with credible and plausible information pertaining
to their stay abroad.
At the same time, the clients are warned to pay attention to the work contracts,
that is: they are advised not to accept work abroad based on verbal promises only,
regardless whether they come from persons they are acquainted with (an acquaintance, a
former class mate, etc.); not to accept work through illegal agencies or through a person
they do not know well, be it a man or a woman; to request a written work contract, and
before they sign it, to carefully read it and make sure they fully understands the contents
thereof. Also, the clients are cautioned that the work contract should be in Macedonian
and contain the following information:
- work place;
- name of the employer;
- work conditions and payment;
- expiry date of the contract;
- information about the work permit;
18
OPEN GATE/ LA STRADA
- the contract should be made in two exact copies; one of which should be withheld by
the client.
The client is told not to sign the contract if she suspects (doubts) its validity or
does not find the work conditions satisfactory. If something is unclear, the client is
advised to seek legal advice, or advice from a parent, or an NGO.
If the client of the SOS Line has already decided to travel abroad, she is
encouraged, before setting off, to do a research about the destination country herself or
turn for help to the embassy of the respective country in the Republic of Macedonia and
ask for information about the labor relations, the predominant religious denomination,
and the traditions and customs pertaining thereto. Likewise, the client is advised to leave
a copy of her passport with her closest kin (or friends), a recent photograph, the address
and the phone of the Macedonian embassy in the destination country, the address of the
employer, the addresses and phones of the friends in that country (if any), the addresses
and the names of the people she will be traveling with. In addition, the client is advised
to take with her the addresses and the phone numbers of the Macedonian diplomatic-
consular liaison office, the addresses and the phone numbers of the NGO or the SOS
numbers of the organizations fighting human trafficking (the SOS Line provides these
data,), and the addresses and the phone numbers of the friends in the destination country
(if any).
It is also pointed out that the passport is a personal document, and it is most
advisable to always keep it by one’s side, since it serves the purpose to prove one’s
identity in a foreign country. Further, the client is made aware that a visa represents a
permission to travel to a foreign country, and it is best to have it issued personally at
diplomatic-consular liaison offices. Also, if in trouble, the client is advised not to hesitate
or fear to call the police for help, since it is their duty to render assistance, especially in
cases of human trafficking. Also, if the client does not speak the language of the country
she is staying in, the police have the obligation to provide an interpreter and contact the
Macedonian embassy in that country.
After presenting said information thoroughly, the operator must leave the client to
decide whether to travel or not.
19
MANUEL ON THE WORK OF THE SOS LINE
Sometimes, when requested by a client, the team of the SOS Line sends her
versatile preventive material drawn up by the Open Gate.
Despite the multitude of information offered by the SOS Line, it is important to
point out that the Open Gate does not act preventively against migration.
7.2. SOS Line and direct support
In addition to the informative-preventive function of the SOS Line, the SOS
phone plays an important part in taking in, sheltering, and directly supporting victims of
human trafficking. To that end, beside informing its clients about the risks related to
traveling and working abroad, the SOS Line renders services by way of which it directly
extends help to victims of human trafficking, regardless whether they are present, past,
or potential victims. The SOS Line offers help to their families, as well. For all kinds of
calls related to human trafficking, the SOS Line cooperates with the Program for Direct
Support of the Open Gate.
What kinds of calls related to human trafficking are made to the SOS Line?
• A call from the victim made at the moment
Most often, these calls are urgent. Usually, the clients call when they are alone.
These conversations are brief and can be ended abruptly. It would be good if after the
phone contact, the victim has a feeling that she can call again, and that we are on her
side.
According to the statistics of the SOS Line at the Open Gate, this kind of call is the least
frequent.
What can the SOS Line offer for these kinds of calls? / Response of the
operator
The task of the operator is, first of all, to ascertain the place and conditions the victims is
calling from; whether she is locked up or at large; whether she is being followed; how
long she can talk on the phone, for these calls can be very short. Most importantly, the
20
OPEN GATE/LA STRADA
operator needs to learn what the victims is asking for immediately even though she might
not say it directly.
Further, the operator has the obligation to ask what she expects from us, and what
kind of help she is seeking. The victim must be informed about the possibilities the
Direct Help of our Organization is offering, as well as about a possibility for an
organized meeting with and escorting her to the Residence of the Open Gate.
Depending on the case, the operator can offer phone numbers of the embassies or
other NGO that deal with the same issue, a contact with the police, or she can direct the
person to a safer place - a public space, a hospital, an infirmary, a church, and alike.
The most frequently asked questions for obtaining more information are the following:
- Where are you calling from? (meaning: the country or the city). When the victim has a
poor sense of orientation or insufficient education, a bigger city/town or village in the
vicinity of her location is targeted.
- Where are you sleeping? Where are you working? (These questions should give us
some idea about the chances this woman has to contact the public, as well as, if possible,
to learn her address in order to find out about the actions of the police in the given
region, the Interpol, etc.)
- Are you allowed to go out? Do you have the funds for it?
- May you use the phone?
If the woman can carry on the conversation, it is suggested that you talk about her
intentions (plans). In case she wants to flee, she should be given the information she
needs to make the first step. That is:
- Phones and addresses of the embassy or consulate in the closest town;
- Phones of women’s organizations for assisting women victims or victims of human
trafficking in respective country;
- It is essential that the woman calling decided to make the first steps towards her escape.
It is best to respect and abide by her wish and inform her about the risks and
consequences without instilling fear in her.
21
MANUEL ON THE WORK OF THE SOS LINE
Calls from the relatives of a missing person or a victim of human trafficking
What can the SOS Line offer in such cases?
- Find out whether the victim of human trafficking asked for help herself or the relatives
thought she needed help;
- Inform her about all the options - to contact the police, where they can report the case -
center for social work (abroad - embassies). The contact can be made directly or through
us;
- Learn as much information from them as possible about their situation. If the operator
assesses that the caller is in a psychological crisis, she must offer her to talk to a
psychologist, or a social worker from the Open Gate or any other center.
The operator has the obligation to collect all the pertinent information on a given case.
Calls made by the family of a victim who has already come back
What needs to be done?
The parents should be advised how to treat her. It should be explained to them that it is
important they listen to her story, but not force her to talk about it, emphasizing she
solely should make that decision.
They should act calmly and trust her ability to look after herself.
They should support her, but not control her, and encourage her to use professional
consultations and help from different centers.
The victim should make up her own mind whom to tell what she had gone through.
Calls from a returned victim
As regards the calls from returned victims of human trafficking, the operator,
firstly and foremostly, offers emotional support, and, using her own voice only (the most
suitable tool at the moment), tries to win her trust, explaining that the conversation will
remain anonymous; that if she does not want to, there is not need for the victim to reveal
her identity, so that she can open up and tell her story.
Also, if the victim expresses the wish, the operator schedules a meeting with the
psychologist or the social worker at our Organization. The operator must work on
22
ОТВОРЕНА ПОРТА/ЛА СТРАДА
building in the victim the feeling of self-empowerment.
What to do when a sex services user is calling?
In such cases, it is best to inform the user about the possibilities he can undertake, if the
woman wants to be helped. He should be told not to take any risks so as not to jeopardize
the woman’s life through his actions. Also, the client should be informed that by using
sexual services, he is committing a crime punishable by law.
8. THE SOS LINE AS AN IMPORTANT REFERRAL INSTRUMENT
One of the important venues in which clients can be assisted is referral. If a caller asks
something from the SOS Line for Help Against Human Trafficking it cannot meet, the
caller is suggested to call elsewhere where her needs could be more suitably met. When
such a proposal is made, the following should be complied with:
• It is necessary to explain to the caller all we are suggesting, so that she gets
the feeling that she was heard out and won’t forgo to receive the information;
• Understand that it be might difficult for the caller to make another call;
• If you give the coordinates of the other services, check whether the caller has
writing utensils at the moment, or wait till she gets some;
• To make sure the caller has taken down everything right, ask her to repeat so
that you can see whether all the pertinent details have been properly received;
• It is much better to tell the caller straightforward you don’t know who else
might help her, or you do not know about the possibilities of the service you
are referring her to than to give her false hopes;
• Never say “I am sure they’ll help you,” because in reality you don’t know
whether they will really help her;
• You can suggest several options so that she can pick one, a few, or none.
Remember, the caller has the right to decide herself whether to act or not;
• Some callers have the need to talk to somebody.
23
MANUEL ON THE WORK OF THE SOS LINE
In order to make the referral of clients who need a different
kind of help to other services, in 2006 the Open Gate signed
the Agreement on Cooperation with other SOS lines that deal
with other kinds of violence in Macedonia. Thus the Open
Gate signed the Agreement on Cooperation with the following:
the SOS Line for Children and Young People “Megjashi”; the
SOS Line for Help Against Drugs – the Association of Social
Workers; the SOS Line for Domestic Violence/Organization of the Women of the City
of Skopje; the SOS Line for Domestic Violence/SEMPER Bitola; and the SOS Line for
the Prevention of Human Trafficking/ASTRA Serbia.
These contracts regulate the mutual relationships and the cooperation methods in
the field of fighting human trafficking, discrimination of children, and violence of any
kind among the partner-organizations and the SOS Line.
9. PUBLICATION OF THE SOS LINE
The promotion of the SOS Line is one of the most important activities pertaining to the
work of the SOS Line, since the connection between the ads run/published and the
increased number of calls cannot be ignored. Therefore, the Open Gate puts emphasis on
the publication of the SOS number. To that end, the Open Gate has used several different
methods how to make the phone number more accessible to the public at large. The
venues for disseminating information and methods employed in preventive campaigns
are as follows: printed – leaflets, wall and pocket calendars, booklets, brochures, pens
and pencils, newspaper ads, newspaper and magazine articles, etc.; via TV and radio
programs – interviews, thematic programs, live recordings, shows; electronic –
announcements, articles, banners; and oral – presentation, reports, lectures,
consultations, and interviews.
The Open Gate has been collecting all the articles from newspapers relating to
the Organization and its activities, as well as articles that refer to women’s and human
24
OPEN GATE/LA STRADA
rights and is creating a data-base with names and phone numbers of journalists who
address this issue. The Open Gate has drawn up a list with the names of the journalist it
has been in permanent contact with.
9.1. SOS Line and media
The Open Gate has been implementing continuous cooperation with journalists from
electronic and printed media that treat the issue of human trafficking. The contacts and
the cooperation with the media started with the setting up of the first SOS Line for Help
Against Human Trafficking in Macedonia. The team of the SOS Line timely informed
journalist about all the daily activities undertaken to prevent human trafficking; statistical
data on the registered number of SOS calls; reasons and types of calls; as well as, all the
innovations introduced and implemented by the SOS Line.
The team of the SOS Line actively lobbied and, as a result of their fervent engagement,
succeeded in having the SOS number ran for free in several daily and weekly
newspapers: Dnevnik, Vreme, Vest, Oglasnik M, Shpits, Nova Makedonija, and Vecher.
9.2. SOS workshops and presentations
In order to make its work more transparent and at the same time increase the interest of
the public in the problem of human trafficking in the country and abroad, the SOS Line
has been administering various public presentations. The team of the SOS Line is trying
to make them innovative and resourceful. The SOS team deems that in that way the
problem of human trafficking is becoming more transparent and more conspicuous for
the awareness of the common citizen in Macedonia, since, being preoccupied and
burdened with a very fast-paced life style prevalent in the modern-day society, as well as
riddled with everyday chores and obligations, he does not have much time left over to
read and thoroughly explore this issue.
Therefore, in cooperation with the Campaign for Prevention and Education, the team of
the SOS Line has been continually organizing and holding both workshops and
25
OPEN GATE/LA STRADA
preventive lectures with children, mostly from primary schools, on the topic of human
trafficking. By way of stirring their creativity through diversified plays and discussions,
the goal of the workshops is to educate the children about human trafficking and introduce
them to the functioning of the SOS Line.
In this way, a clear message is being sent out to children: if there is any problem of this
kind, or if they want to learn more about it, they can turn to the SOS Line. One of the
most important and most interesting workshops the SOS Line has realized is the Forum-
theatre, that the SOS Line organized with the wards of the Orphanage “11th of October”
and in cooperation with the NGO “Rubicon”. At this workshop, the participants, adopting
the techniques of the forum-theatre, staged a performance treating the problem of human
trafficking. The presentation was organized on the occasion of the 4th anniversary of the
SOS Line. The participants gained the opportunity to publicly present the problem of
human trafficking, their views and stances relating to this problem, as well as the
functioning of the SOS Line.
Similar presentations of the SOS team were implemented among children of Roma
population, this time in cooperation with some Roma NGOs. These workshops were
adjusted to the age of the target groups, so that various forms of human trafficking, such
as begging, traditional match making (marriages), sale of organs, etc., were explained to
them in a best suited fashion for their age.
9.3. Advertising material
The past experience of the SOS Line shows that
advertising, that is, the entire advertising of the SOS Line
in the wider sense, plays a significant part in bringing this
problem closer to the public. In light of the fact that our
society has become increasingly computer-oriented, we are
aware that visual techniques and means are getting more
important in today’s world, so that the SOS Line team is
putting forth efforts to continuously follow the latest trends in graphic design and provide
high-quality, inventive, but at the same time easily communicable commercials/ads to its
clients and the public at large. It goes without saying that since we live in a multi-ethnic
society, beside in Macedonian, we always try to publish the advertising material
26
(brochures, leaflets, manuals, posters, comic books, TV clips, ads in printed
media, ad/commercials in the electronic media, Internet sites, fliers, billboards, city
sites, etc.) in the languages of the other ethnic communities in Macedonia. In that way
we make the information presented in the advertising material more accessible to the
citizens of the Republic of Macedonia. We invariably attempt to make the printed mate-
rial more original, inventive, interesting, and susceptible to the target group it is in-
tended for. The advertising material is distributed to all the much frequented places,
such as schools, coffee bars, concerts, NGOs fairs, and other public gatherings.
Another aspect of the role the SOS Line plays in active prevention is noteworthy.
Though seemingly not that important and concise, it is crucial: namely, the SOS phone
presents one type of a measuring tool whether the campaign being implemented in the
field of prevention is successful or not. Namely, when the campaign against human traf-
ficking is more effective, the number of the calls to the SOS Line evidently increases,
which represents exemplary feedback for this kind of campaign, ads, or TV clips, since
they easily reach the citizens and impact their awareness.
9.4. Publication of the SOS Line through partnership and cooperation
The Open Gate provides affirmation of the SOS Line through contacts with the local
non-government organizations, foreign diplomatic liaison offices in the Republic Mace-
donia, and public government institutions.
The cooperation with the SOS Line includes sending informative material to all the gov-
ernment institutions/organizations, so that, within their remit, they further proceed it to
the public.
At this point we would like to emphasize the considerable support provided by the
Border police of the Republic of Macedonia; it consists of poster putting up and distri-
bution of materials at the border crossings.
At the same time, the Open Gate has conducted a series of visits and meetings with rep-
resentatives of the consular sections at the embassies of: Switzerland, Italy, Germany,
Romania, Ukraine, Serbia, Slovenia, and Bulgaria. These meetings resulted in an agree-
ment on distribution of preventive materials of the Open Gate through embassies, coop-
eration with regard to the check up of agencies that offer work abroad, etc.
MANUEL ON THE WORK OF THE SOS LINE
27
10. STATISTICS AND DATA-BASE
All SOS calls are registered in previously drawn up daily forms that are next entered into a
computer data-base to be easily accessible for other SOS consultations. Also, an SOS log
book is kept; in it are recorded all the calls, described in detail.
The following data are entered: age, education, town/city, response of the operator, etc.
Daily form
Through the introduction of a computerized system for registering calls, the development of
the data-base was the key activity in 2007.
The data-base set up has contributed to a much more improved manner in which all the calls
are registered, a better systematization, and a more advanced professional SOS analysis.
OPEN GATE/LA STRADA
28
Women's lobby and action against violence and
trafficking in women Open Gate
P.O.Box.110, Skopje
Tel/Fax: 02/2700 107/ 367
Tool free SOS line :
0 800 11111
(open 24 hours)
e-mail: [email protected]
www. lastrada.org.mk
