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Mozambique

Linha Verde 1458 Annual Overview January - December 2023 (May 2024)

Attachments

Executive summary

In its fifth year of operation (initiated in June 2023), the United Nations Emergency Response Hotline (Linha Verde da Resposta à Emergência 1458) registered 32,384 cases relating to humanitarian assistance, including requests for information and assistance, complaints and positive feedback, most of them (75,5%) linked to the food security sector and coming from the northern region of the country (71,6%%). The feedback rate was 96,4%% during the year.

To better serve the populations targeted by humanitarian assistance in the country, the Linha Verde da Reposta à Emergência 1458 organised two regular training sessions for its operators, with the involvement of the different clusters, as well as promoting permanent in-service training throughout the year by providing operators with relevant information and induction on its use. Awareness of the 1458 hotline among callers was mainly promoted by humanitarian actors working in the field (79%), followed by leaflets (8,3%) and community radio (9,8%) collaboration with humanitarian actors in the field.

Under management of WFP, operated by a third-party call center service provider, the service is jointly funded by 10 UN agencies (WFP, IOM, UNICEF, UNHCR, WHO, UNFPA, OCHA, FAO, UNDP and UNOPS). A total of 325,138 USD was committed by agencies for the running of the service (management and information management functions, call centre, 16 – 18 operators, reverse billing for calls and outgoing sms) and for community outreach materials for use by humanitarian actors with the affected population. This amount represents 90,7% of its required funding. As a result, the hotline was forced to reduce its operational capacity from 7 days a week to Monday to Saturday from 7 am to 8 pm, representing a total reduction of 27 hours per week. This reduction was guided by analysis of call trends and discussions with stakeholders.

During the period in question, Linha Verde 1458 held two training sessions for its operators, where they had the opportunity to meet representatives of the different clusters/ UN agencies and NGOs providing humanitarian assistance in the country. The sessions contributed to the hotline's knowledge base with contextual and programmatic information to continue to facilitate first case resolution. Linha Verde 1458 produced 12 monthly reports that showing the trends of the affected populations complainants and feedback, including protection, and that highlight some constraints that arise from them. This report shows in general how the communities served feel about the interventions and for humanitarian actors this will serve as indicator to respond to the constraints highlighted, providing a solution to the assisted community while adjusting their programs.