Guidance on Remote GBV Services: Phone-Based Case Management and Hotlines During Pandemics & Epidemics

(Updated 2026)

When face-to-face GBV services are disrupted, survivors still need safe, confidential, and quality support. This guidance helps GBV service providers adapt their services to remote modalities while maintaining survivor-centred, ethical and safe practice.

The guidance provides practical, step-by-step recommendations on:

  • Deciding when remote service delivery is appropriate;
  • Establishing and managing GBV hotlines;
  • Adapting GBV case management for phone-based delivery;
  • Updating referral pathways;
  • Ensuring safe data management, confidentiality and survivor safety;
  • Strengthening supervision, staff care and quality assurance; and
  • Supporting both adult and child survivors, including guidance on when remote services are appropriate and when in-person care should be prioritized

Designed for GBV practitioners, managers and coordinators, this resource can be used whenever in-person services are unsafe or inaccessible due to pandemics, epidemics, insecurity, movement restrictions or other humanitarian crises. It complements existing interagency GBV case management guidance by focusing specifically on safe and effective remote service delivery.  

Latest news and updates

April 14, 2020

GBVIMS and COVID-19 Announcement: Remote GBV Case Management series in the COVID-19 response

NOW IN AVAILABLE IN FRENCH The GBVIMS Steering Committee has put together a series of video shorts and podcasts on remote GBV case management in the context of the COVID-19 response. The series is aimed at supporting GBV caseworkers and supervisors to adapt their service provision in the context of governmental policies imposed in response […]
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July 28, 2017

Protection-Related Information Management System

                    Primero/GBVIMS+ is an open source software platform that helps humanitarian and development workers manage gender-based violence data with tools that facilitate case management and incident monitoring. It is an enhancement of the current GBVIMS database (Incident recorder) with an added function for GBV Case management. […]
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June 8, 2016

Somalia leads the way in GBV Case Management knowledge transfer

Maria Caterina Ciampi (GBVIMS Case Management Technical Specialist), and Kate Rougvie (GBVIMS Inter-agency Coordinator) of the GBVIMS Global Team, traveled to Somalia in April 2018 to work with National GBVIMS Coordinator Elizabeth Kigen to support the strengthening of Case Management capacity across GBVIMS user organisations, following a series of trainings, and trainings-of-trainers delivered during 2017. […]
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July 28, 2026

New Resource: Phone-Based Case Management and Hotlines During Pandemics & Epidemics

We are happy to release a new resource, "Guidance on Remote GBV Services: Phone-Based Case Management and Hotlines During Pandemics & Epidemics." Designed for GBV practitioners, managers and coordinators, this resource can be used whenever in-person services are unsafe or inaccessible due to pandemics, epidemics, insecurity, movement restrictions or other humanitarian crises. It complements existing […]

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October 7, 2025

New Resource: Updated Child Marriage Chapter & Module 16 Tools

We are pleased to announce the release of the updated Part 3, Chapter 3: GBV Case Management for cases of Child Marriage,  together with the new Module 16 training package. This comprehensive update strengthens case management support for girls affected by child marriage across all stages of marriage: before (at risk), during (married), and after (divorced, separated, or widowed) and equips caseworkers […]

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June 19, 2024

New Resources! Training Module on GBV Case Management Responses to SEA - out now!!!

The training module on GBV Case Management Responses to SEA was designed toaccompany the Interagency GBV Case Management Guidelines Training Materials andthe forthcoming GBV Case Management E-learning (an online adaption of theInteragency GBV Case Management Guidelines Training Materials). This module wasdeveloped under UNFPA’s leadership in collaboration with the inter-agency GBVIMSSteering Committee - IRC, IMC, UNICEF […]

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