VietNamNet Bridge – Reaching out to children in need, Hanoi's Committee for Family, Population and Children has been setting up helplines for youngsters across the country to make sure a friendly voice is only the touch of a button away.

The free helpline for children has been operational since 2004 when Child Helpline International (CHI), an Amsterdam-based charity established in 2003, made Vietnam the 52nd of its 110 members to set up the service worldwide.

CHI provided the country with technical support and equipment, whilst funding came from Plan International in Vietnam.

For these three years the committee has been lending a confidential ear to worried under-18s, providing them with answers to a wide spectrum of problems that can be answered by the centre's three experts; a legal consultant, psychologist and a doctor, all working from 7am to 9pm.

Other staff include the 12 who man the phones and 10 more working on standby in case a child needs to be picked up.

The helpline also co-operates with other relevant organisations like the city's children's association funded by the government. This collaboration means that if the association feel they need to take action in response to a call, being connected with the relevant agencies means they can do so, according to coordinator of the project, Vu Bich Thuy.

"What is special about our service is that we co-ordinate with relevant agencies so we can take positive action if a child needs our help," Thuy said.

The presence of the standby team also means action can be swift and efficient if a child is lost. In cases where children have fallen out with family members, teachers or peers, consultants can give them advice on the best course of action to take.

On the more complicated issue of physical or sexual abuse, the association's approach is a bit different.

"Our target is to make sure abused children can escape from the situation themselves. With the help of our psychologist, children will receive guidance and support on how to confront the issue at home," said Thuy.

Providing a friendly, supportive and adequately informative ear is a big challenge. For this reason staff members attend a 370-hour training course designed by foreign experts in child psychology.

The course not only provides basic training in the field but also focuses on improving problem solving abilities, according to one employee.

"To do the job well we staff have to equip ourselves with a firm knowledge of law and the roles of the agencies working with us so we can do the best possible job for the children," said Nguyen Van Anh, who has worked for the helpline for three years.

But the nature of the job means the way staff convey their knowledge and deal with the situation can have as much impact on children as the knowledge itself.

Project co-ordinator Thuy commented: "Our staff must be considerate, devoted and have problem solving abilities to deal with challenges they will inevitably face."

So far more than 160,000 calls have been made, 1,000 of which have called for direct action. Although the majority of cases have a happy ending, there are times when nothing can be done, Thuy said, adding: "These are the cases when a child is abused but the parents want to keep it secret or when we do not receive co-operation from relevant agencies."

It isn't always a thankless task but it's a difficult one, compounded by the fact that working hours are often anti-social.

"We sometimes have to work late at night and even on holidays. But my colleagues and I never think of quitting because we know our work is changing lives for the better," Van Anh said.

The association are still looking for better co-operation from parents and State organisations to lower the hurdles facing the helpline.

(Source: Viet Nam News)