By Chisomo Phiri
The Government will tomorrow launch a National Social Protection Call Centre in Lilongwe, with a helpline to enhance protection interventions that support the survival and livelihoods of the most vulnerable people.
The call centre is an initiative under the three-year Social Protection for Gender Empowerment and Resilience Programme, which supports the implementation of the Malawi National Social Protection Strategy, with assistance from the European Union (EU), the Government of Ireland, and the United Nations Children’s Fund.
According to a statement from the Ministry of Gender, Community Development and Social Welfare, the call centre will address cases concerning the Social Cash Transfer Programme, Public Works Programme, Savings and Loans Groups, Climate Smart Enhanced Public Works Programme, and other complementary programmes.
The statement reads: “With the helpline, beneficiaries and other stakeholders of social protection interventions, such as the social cash transfer and public works programmes, will be able to report concerns, follow up on their claims, and provide feedback on the interventions through the toll-free line 351.”
Minister of Gender, Community Development and Social Welfare, Jean Sendeza, stated that beneficiaries of social protection measures have been complaining about limited mechanisms for addressing their grievances; hence, the call centre will ensure that all reported issues and complaints are addressed and handled quickly and efficiently.
According to Principal Secretary for Economic Planning and Development, Jacob Mazalale,the call centre is another feedback loop to enable us to identify areas for improvement and make necessary adjustments to enhance the delivery of social support programmes.
EU’s Team Leader for Social Sectors and Infrastructure, Michele Crimella, lauded the government for the initiative.
The call centre will work with the Ministries of Gender, Community Development and Social Welfare, and Finance and Economic Affairs.
The initiative sits within the mandate of the Ministry of Finance and Economic Affairs, which has oversight over harmonized grievance and redress mechanisms.
