Training for call center operators

Specialists from the Center for Strengthening Communities and Developing Social Wellbeing have launched a training program for call center operators at the National Agency for Social Protection.

During the training, participants were introduced to the concept of trauma and its impact on the human psyche , adverse childhood experiences (ACEs) and their consequences, the principles of a trauma-informed approach , as well as the content, basic principles, and professional boundaries of psychological first aid .

During the day, participants gained practical knowledge about mechanisms for protecting children from violence , methods for assessing family safety and risk levels , and procedures for working with screening and alert sheets .

During the training, specialists from the National Agency for Social Protection , the Department for the Development of Social Services in the Regions, and the Department for Working with Children with Deviant Behavior and Protecting Them from Violence provided information about the activities of psychologists from the Inson Center, as well as a review of Resolution No. 440 of the Cabinet of Ministers .

This document defines the procedure for identifying cases of violence against children, assessing the level of risk, developing a protection plan, and implementing it.

At the end of the training, participants strengthened their skills in recording information accurately and confidentially, responding quickly and professionally in crisis situations, and understanding and maintaining their professional boundaries.

This initial training served to ensure a professional, prompt, and responsible approach to cases of violence against children , as well as to increase the knowledge and practical skills of Call Center specialists.