Covid-19 Helpline, Pandemic Support, Spread Prevention, Protection Support (COVID Call Center)
Challenge
Somaliland confirmed the first case of coronavirus in April 2020. While the country has taken certain precautions to curb the spread of the virus by closing schools and banning flights, the number is increasing each day, community acceptance is very low, and people are still following their normal routines in the big cities. The main markets are open and large crowds of people are gathering every day specifically during Ramadan and Eid celebrations.
At the same time, there are ongoing rumours that coronavirus cannot affect the Muslim community as they already practise ablution five times every day, and that it is a common cold and people don’t need to worry much about it. These rumours are encouraging people not to take crucial steps like physical distancing and if they feel ill not to seek medical support or isolate themselves.
Project Goals
Shaqadoon, in collaboration with the Ministry of Health in Somaliland and Oxfam, established a COVID-19 call centre in Hargeisa to share information related to the virus and how the community can protect themselves. This two-way communication system is encouraging the community to engage and call the centre whenever they need any information or feel sick.
Key Activities
Shaqodoon established COVID-19 hotlines in Hargeisa to share information related to the virus and how the community can protect themselves.
Shaqodoon partnered with telecommunication companies to send out COVID-19 messages covering basic knowledge about the virus and tackling misconceptions. Messages included COVID-19 transmission, preventive measures, symptoms, and appropriate health-seeking behaviors.
Shaqodoon designed an interactive voice record system that allows users to interact with the host system via their cell phone keypad and be directed to the service of their choice.
The hotline is a 24-hour a day, 7-day a week service where callers have direct over-the-phone contacts with health professionals who have been specially recruited for this initiative.
The helpline center developed a system that gathers feedback from users to ensure efficiency. Callers who cannot be connected to a health officer or an agent are encouraged to leave a message and ask questions to be called back with tailored answers to meet their needs.
Impact
The center has received more than 1.3 million people out of the 2 million expected to reach since its launch in mid-April 2020
Shaqodoon’s long-term relationship with Somaliland's largest telecommunication companies has enabled toll-free calls for all consumers. This has allowed the initiative to save around $60,000 and reach millions of people.
Shaqodoon has sent messages that included information about COVID-19 transmission, preventive measures, symptoms, and appropriate health-seeking behaviors to tackle misinformation and provide acute WHO-approved pre-recorded preventive messages on COVID-19.
