The UNHCR Hotline, operated by KASA Swiss Humanitarian Foundation, serves as a vital resource for forcibly displaced persons in Armenia, offering essential support and guidance as they navigate the challenges of displacement.
UNHCR Hotline operator is answering a call to provide assistance and support.
Through its call service, available at 0 8000 0025, refugees can ask questions, file complaints, and receive updates on UNHCR activities and procedural changes.
Open to individuals of all nationalities, the hotline is committed to providing the information, resources, and emotional support necessary for rebuilding lives. Complementing the existing government hotline, it ensures asylum seekers have direct access to UNHCR, legal guidance, and referrals to specialized services, enhancing the overall support network available to those in need. This complement the MLSA hotline that focuses on government programs, creating a comprehensive system to assist individuals as they seek safety and stability in their new environment.
A Day in the Life of the Hotline
Every day the hotline team operates tirelessly, offering assistance seven days a week. On weekdays, calls are answered from 11:00 AM to 6:00 PM, and on weekends from 12:00 PM to 5:00 PM. Each call is recorded in a Customer Relationship Management (CRM) system, allowing the team to systematically track and analyze the needs and concerns of callers.
The staff, trained in active listening, communication skills, and emotional support techniques, handle a variety of inquiries—from requests for information about asylum procedures to urgent, sensitive reports concerning security and safety. These operators have undergone specialized training, including sessions on protection from sexual exploitation and abuse (PSEA), women’s support, and child protection, ensuring they are well-equipped to assist callers with compassion and professionalism.
UNHCR Hotline operator is verifying information to ensure accurate referrals.
The Voices Behind the Calls
The hotline receives diverse inquiries. Callers often express concerns about access to territory and asylum procedures, highlighting the precarious nature of their situations. One operator described the importance of their role: “We listen to stories that are often filled with pain and uncertainty. It’s vital for us to provide a safe space where they can feel heard.”
Feedback from forcibly displaced persons frequently expresses gratitude for the hotline’s assistance. Many callers share that their lives have been positively impacted by the referrals made by the hotline.
One anonymous caller noted, “The hotline operator was so patient and understanding. She listened to me without judgment, and for the first time in a long time, I felt truly heard and supported.”
However, the work isn’t without its challenges. Hotline staff often encounter emotionally taxing situations. As they interact with individuals from varied backgrounds, they must navigate the complexities of trauma and distress. The psychological weight of their work can be significant, requiring resilience and ongoing emotional support.
Operators routinely undergo training that includes role-playing scenarios to better prepare them for the emotional challenges they face. They are motivated by a strong commitment to their mission and the knowledge that their work can truly make a difference.
“We all want to ensure that these individuals feel safe and supported. It’s about building trust,” one operator shared.
Privacy and Security: A Priority
Ensuring the privacy and security of callers is paramount. The hotline adheres to UNHCR guidelines on data protection, with strict measures in place to manage and monitor personal information. This dedication to confidentiality reassures callers that their concerns will be treated with respect and care.
Despite the vital role the hotline plays, misconceptions persist. Some individuals mistakenly believe that hotline staff will judge or report them. In reality, operators are trained to provide confidential, non-judgmental support, prioritizing the well-being of every caller.
UNHCR Hotline operator is answering a call to provide assistance and support.
A Continuing Commitment
As the hotline continues to operate, its importance in the lives of forcibly displaced persons cannot be overstated. It offers not just information but a lifeline—a chance for individuals to seek help, understand their rights, and find a path toward stability.
“The UNHCR-KASA hotline stands as a crucial lifeline for forcibly displaced persons, reflecting our unwavering commitment to accountability and support. Every call we receive is not just a request for help; it’s an opportunity to empower individuals with the information and resources they need to rebuild their lives. We believe that every person deserves to be heard, respected, and assisted on their journey to safety,” says a UNHCR Protection Officer.
The stories shared through the hotline remind us of the resilience of the human spirit. Each call is not just a statistic; it’s a testament to the hope and determination of those seeking safety and a new beginning. Through the tireless efforts of the hotline staff, the UNHCR-KASA hotline remains an essential service in a world where empathy and support are desperately needed.
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