THEME: Training of counsellors, lessons, learning and sharing with International counsellors on “management and setting up of toll free hotline “
GOAL: Strengthening the
capacity of staff and volunteers on how to set up a toll free hotline to reach more women with information about Reproductive health and rights
counsellors’ knowledge on how to set up toll free hotline and team
2. Increasing the counsellors knowledge on how to respond to callers by the end of the 2days training
Capacitating counsellors to be able to re train other counsellors
The training commenced by 9am In GIWYN office in Lagos Nigeria.
A total of 12 participants were in attendance at the training and 3 facilitators Sybil Nmezi, Mageda Brenda and Kinga Jelinska. This was followed by self-introduction by participants and facilitators. Rules and guiding principles of the day were mapped out
(See Annex) . The situation of Reproductive and Maternal Mortality in Nigeria was reviewed; the counsellors were thought such topics as: the need for a toll free hotline, principles of the hotline, Legal rational for the hotline, setting up of a hotline
and qualities of a good counsellor. Update of the existing hotline Ms Rosy Hotline. The participants were tested on value clarification, through role play counsellors practiced hotline protocols. how to respond to callers and call back. Topics
on self-care and burnout and security issues were all discussed to identify how secured the counsellors are when doing their work.
The evaluation report indicates that the expectations of the trainees were mate at the end of the two days
LESSONS LEARNT AND RECOMMENDATIONS
Prior to the 2 days training the toll free has been installed with the inverter and the solar energy that enable the International Voice Response (IVR) technology to work for 24 hours daily. The
Participants’ knowledge were increased on how to set up toll free hotline and team work including responding to callers. There was proper understanding of how to handle the hotline efficiently and effectively. The 12 councillors
became better equipped and energized to re-train other people . The councillors learned new strategies of handing the media and the languages to be used to avoid getting on to trouble .
became aware of the SMART concept of creating an objectives
There were new innovations on creating security strategies such as passwords and types of security using the right code of language and website
to ensure the counsellors are secure as they do their work.