Strengthening the HELPLINE National Telephone Line (RO0097)

1. What problem does the commitment aim to address?

At ANES level, since 2015, the national hotline HELPLINE – 0800 500 333, dedicated to victims of domestic violence, discrimination based on sex and trafficking in human beings, has been operating, its activity being fully supported by ANES. Through the activities that will be implemented, the commitment aims to strengthen the intervention capacity of the national hotline, in response to the current needs identified against the background of the steady increase in the number of calls registered in recent years, which highlighted a number of practical aspects such as: greater diversification of the problems raised, awareness of the need for information and better knowledge of legislation and victims' rights, the need to increase confidence in the intervention and support capacity of the authorities, and a real need to expand the capacity of this service in order to respond promptly, in a timely and efficient manner to as many requests as possible. The national hotline was established in accordance with Article 24 of the Convention on preventing and combating violence against women and domestic violence, is free of charge and operates on a 24/7 basis. The steady increase in the number of registered calls in recent years, highlights both an increased awareness of the phenomenon of domestic violence and the need for better information and knowledge of legislation and victims' rights, aimed at strengthening confidence in the intervention and support capacity of the authorities. The commitment is addressed to all persons who can be supported through this unique number, namely: victims of domestic violence, persons at risk, as well as potential witnesses or other persons who are aware of acts of violence and need support. Thus, these categories of persons benefit from: information, primary counselling, guidance on social assistance measures and social services, legal guidance on protective or other measures, social assistance, guidance and guidance to specialised institutions/services, depending on detailed needs. The hotline is an information and guidance tool with national coverage, as well as a means of taking over, registering or referring to other structures, services or institutions (e.g.: child welfare and child protection directorates, police, labour inspectorates, non-governmental organisations, etc.) of the requests and referrals received from the appellants. Thus, by implementing this commitment, we aim to increase the quality of the services provided through the national telephone line in order to formulate responses tailored to the individualized needs of the beneficiaries.

What are the causes of the problem?

Identification form for main cases
Case | Case Description

C1 - Personnel | Insufficient staff (5 advisors/3 shifts). Lack of in-depth knowledge of certain issues raised. The lack of continuous training of a periodic nature.
C2- External challenges | Diversification of the reported problems (criminal complaints, divorce, custody of children, sharing, living conditions, maintenance pension, etc.). The increase in the number of calls (the number of incoming calls to HELPLINE increased continuously and significantly, from approximately 974 calls in 2019 to 9,490 calls in 2023, while in 2024 it remained at a similar level, i.e. an increase of over 89%). Diversification of caller categories (witnesses, extended family, friends, neighbors, etc.) 3 C3-Low level of transparency | Lack of analysis highlighting vulnerabilities at local/national level or opportunities for intervention from other institutions). Lack of annual analysis of feedback from the beneficiaries of the national hotline.
C4- Responsibility of the authorities with atributions in the field | There is a low degree of involvement at the level of some authorities with responsibilities in the field. Lack of victim-centred approach and gender mainstreaming in interventions. Low trust of victims in the intervention and support capacity of the authorities. 5 C5 - Information and awareness Insufficient knowledge of victims' rights, protection measures, existing services, etc. Insufficient information and awareness campaigns on existence No 0800500333

1. What has been done so far to solve the problem?

- Through the partnership concluded with the ANAIS Association, the counselors benefited from supervision and legal assistance from a lawyer, monthly, in the period 2016-2019. - Training sessions were organized with telephone line advisors on various specialized topics, with the support of experienced NGOs in the field (ANAIS Association, eLiberare Association, Sensiblu Foundation (Dr. Max): recognition of types of domestic violence and methods of intervention, trauma management for victims of trafficking, information on the usefulness of victim applications such as Bright Sky and Safe You, etc. (2021, 2022, 2023, 2024) - National/local information and awareness-raising campaigns on existence No 0800500333 (2018, 2020, 2021, 2022, 2023, 2024, 2025) were carried out - According to Article 42^2 of Law No 504/2002 – Audiovisual Law, as amended and supplemented, ‘In the broadcasting of programmes on domestic violence, it is mandatory to ensure that victims of domestic violence are informed of the existence of the telephone number ‘Telverde intended for victims of domestic violence’. All actions were successful with a substantial increase in the number of appeals and in the trust of victims.

2. What solution are you proposing?

In order to strengthen the operational capacity of the national hotline, the following solutions are proposed: - deepening the level of specific knowledge, with a focus on the victim-centred approach and the gender perspective, through the transfer of expertise from NGOs and international organisations; - supervising the counsellors from the telephone line, which will ensure personal development, proper management of the emotional load and the stress accumulated by the counsellors in order to increase the quality of the services provided (through expertise provided by NGOs); - expert assistance in complex legal issues, in order to facilitate access to justice for victims (through expertise provided by NGOs); - optimizing the call management system by recruiting 3 volunteers; - improving communication techniques to make the most of the time spent talking to victims/supported persons; - directing callers to better-trained local teams and social services at SPAS, DAS and DGASPC level or to the police to facilitate rapid access to existing support, protection, social and specialised services for victims of domestic violence; - knowledge and assessment of beneficiaries’ satisfaction through the application of a feedback/study tool; - continuously increasing public awareness and awareness of the existence and usefulness of the national telephone line by carrying out information campaigns; - ensuring transparency on existing data at national line level by developing a study based on statistical data. Some of the actions have been implemented in the past and will be continued with a focus on new topics and approaches (training, supervision, legal guidance, campaigns). There are also new actions that will develop and expand what previously existed (recruitment of volunteers, development of the statistical data-based study, development of the beneficiary feedback tool and the related study). There are also new actions, such as empowering authorities with responsibilities in the field (thematic seminars). This integrated approach will help increase victims’ trust in the institutions responsible for intervention, ensuring a unified response at national level and full problem-solving. The hotline can thus successfully ensure complementarity with the full range of existing social and specialised services, becoming an essential first-line tool through which victims, stakeholders and witnesses of domestic violence can benefit from initial information, guidance and counselling.

3. What results do we want to achieve by implementing this commitment?

In order to achieve the purpose of the commitment, the following results will be achieved: - Increasing and improving the intervention capacity of the national hotline in order to support victims of domestic violence through supervision activities and specialized assistance in complex legal issues; - Optimize the call management system by recruiting volunteers; - Increase transparency on citizens' access to information provided through the national hotline 0800500333; - Improving and streamlining multidisciplinary intervention by empowering and involving institutions with attributions in the field at local level: SPAS, DAS, DGASPC, IPJ; - Conducting annual information and awareness campaigns on the existence of the HELPLINE National Telephone Line – 0800 500 333 for victims of domestic violence, sex discrimination and trafficking in human beings.

1. How will the commitment promote transparency?

In order to ensure a high degree of accessibility, annual studies will be prepared and published on the relevant aspects highlighted from the statistical data recorded at the level of the national telephone line that will be posted on the ANES website and the http://www.data.gov.ro portal, contributing to increased transparency and accountability. Also, it will be considered the dissemination of information about the services offered and the operation of the phone line 0800500333 and including, information about the activities carried out to increase the intervention capacity, to the general public, specialists, authorities, media. Proposal to supplement the GMS: Transparency of information will also be ensured by publishing relevant open data on the data.gov.ro portal. Public institutions will be advised to ensure the insertion of the hotline in public information. In order to achieve this objective, we will ensure the knowledge and assessment of the degree of satisfaction of the beneficiaries, by applying a feedback collection tool and, respectively, by developing a related study.

2. How will the commitment help foster accountability?

There will be 2 seminars/yearly with institutions with attributions in the field at local level: SPAS, DAS, DGASPC, NGOs, IGPR/IPJ on various topics, focused on: increasing responsibility in providing interventions and support measures for victims, victim-centred approach, gender perspective, multidisciplinary collaboration, correct interpretation and application of specific legislation, exchange of best practices. Information about the seminars will be disseminated to the general public in the form of press releases.

3. How will the commitment improve citizen participation in defining, implementing and monitoring solutions?

The participation of citizens in the definition, implementation and monitoring of solutions will be achieved, in particular, by collecting and evaluating the feedback provided by the beneficiaries of the national hotline and then by developing and publishing a study.

Milestones | Expected Outputs | Expected Completion Date

1. Carrying out training, supervision and legal guidance activities | - organizing quarterly supervision actions (4 sessions/year) and specialized assistance in complex legal issues (4 sessions/year) in partnership with specialized NGOs in the field. Total number of sessions: 10 sessions (2 in 2025, 4 in 2026, 4 in 2027). 4 training sessions for counsellors to increase the response capacity of the hotline and support victims of domestic violence (1 in 2025, 2 in 2026 and 1 in 2027). | 2025-2027

2. Recruitment and involvement of volunteers | - Development of a Methodology for the Selection and Recruitment of Volunteers - Signing 3 Voluntary Contracts - Organisation of an initial training session (2026) and 2 specific sessions for volunteers (one in 2026 and one in 2027) | 2026-2027

3. Increase transparency on citizens' access to information provided via the national hotline 0800500333 | - drawing up an annual study, based on statistical data recorded at the level of the national telephone line, covering relevant aspects (e.g. identification of vulnerabilities at local/national level or opportunities for intervention at the level of other institutions); publishing open data on the annual study (2 annual studies prepared for 2026 and 2027). - the development of a
feedback procedure from the beneficiaries of the national hotline. - preparing an annual analysis of feedback from the beneficiaries of the national hotline (2 reviews: 2026, 2027) | 2026-2027

4.Increasing the capacity of responsible public authorities and institutions to act in order to prevent and combat domestic violence | Organizing 2 seminars/yearly with institutions with attributions in the field at local level: SPAS, DAS, DGASPC, NGOs, IGPR/IPJ on various topics, focused on: increasing accountability in the delivery of interventions and support measures for victims, victim-centred approach, gender perspective, multidisciplinary collaboration and exchange of best practices. Total: 4 seminars | 2026-2027

5. Improving citizens’ dissemination and awareness of domestic violence, victims’ rights and the existence of the HELPLINE National Hotline – 0800 500 333 for victims of domestic violence, sex discrimination and trafficking in human beings | Conducting annual local/national information and dissemination and awareness-raising campaigns on the existence of the HELPLINE National Telephone Line – 0800 500 333 for victims of domestic violence, gender discrimination and trafficking in human beings (4 campaigns/year) | 2026-2027