Our call center equipment is more than 10 years old and we are looking at upgrading to allow us to provide better service to the children that call.
Childline Thailand is built upon a centralized call center
model. This means that the call center, located in Bangkok, handles
every phone call from all over the country. Staff in the call center
are ready to take phone calls 24 hours a day, 365 day a year – just
like any other emergency support service. Childline plans to expand
its services by locating outreach offices throughout the country.
The foundation aims to provide a regional focus that can
appropriately allocate resources to improve on the speed and quality
of assistance and referrals to children who require care and
protection all over Thailand.
The call center is the direct link between children and support
services and is, therefore, fundamental to the success of our work.
We currently answer about 40,000 calls a year. However, according to
estimates calculated on: telephone densities across Thailand; the
number of children aged below 18 years old; children of minority
groups; the recorded percentages of children whose rights are being
infringed upon; and other statistical data, a call center developed
to the maximum of its capacity has the potential to assist over 1.5
million children annually nationwide.
Children looking for help in Thailand often do not know where to
begin. Locating the appropriate basic services can take calls to
dozens of phone numbers just to make the right connection. More
often than not, children give up before they ever get the help they
need. Every day children and adults in our community are in search
of critical services such as:
• Emergency protection and care
• Emergency legal aid
• Emergency welfare
• Emergency financial assistance
• Health care
• Food
• Shelter/housing alternatives
• Education
• Mental health support
The helpline offers the following benefits:
• Children only have one phone number to remember.
• The service eliminates the risk of misdirected calls because
the expertise of 1387 staff provides accurate referrals.
• Childline is a comprehensive 24-hour operation, which
provides greater accessibility and faster solutions.
• The call center streamlines the system of referral delivery
and reduces duplication.
• Our service offers 191 dispatches relief from non-emergency calls.
• Our staff are trained and experienced in coordinating
operations with emergency and disaster service systems.
• Childline Thailand’s close work and relationships with
children and communities enables us to understand and meets the
growing needs of special children’s groups including: children
with disabilities, homeless, neglected, abused and children who
are exploited.
• Working as a central hub to the network of support services,
Childline is able to identify gaps in services and “needs” trends.
