New: Training package on Remote GBV Services Focusing on Phone-based Case Management and Hotlines

The training package,  developed by UNICEF in collaboration with the GBVIMS Inter-Agency Steering Committee, GBV AoR Helpdesk, Trocaire and NCA, is based on the 2021 COVID-19 Guidance on Remote GBV Services Focusing on Phone-based Case Management and Hotlines. The training package, though prompted by the COVID-19 pandemic, targets remote service provision at large. It is relevant to service providers with prior case management experience working remotely due to movement or technological constraints that limit survivor access to face-to-face GBV services. The training package is comprised of five modules including PowerPoint presentations, case studies based on field experience in delivering remote GBV CM, exercises, and handouts.

The modules cover the following topics:

1. A review of GBV core concepts and the GBV case management steps:
   • Module 1: GBV Core Concepts and Case Management Review
   • Handout 1.1: Case Study
   • Handout 1.2: Steps of GBV Case Management
2. Introduction to and considerations for remote GBV service provision:
   • Module 2: Introduction to Remote GBV Services
   • Handout 2.0: Case Study Nigeria for Facilitators
   • Handout 2.1: Case Study Nigeria Part 1
   • Handout 2.2: Case Study Nigeria Part 2
3. Phone-based GBV case management, including a sub-module on safety planning over the phone:
   • Module 3A: Phone-based Case Management
   • Module 3B: Safety Planning Over the Phone
   • Handout 3.1: Guide for Staff Consultations
   • Handout 3.2: Guide for Community Consultations
   • Handout 3.3: Guide for Other Service Provider Consultations
   • Handout 3.4: Communication Strategies
   • Handout 3.5: Crisis Case Management Steps
   • Handout 3.6: Case Study Lebanon Part 1
   • Handout 3.7: Case Study Lebanon Part 2
   • Handout 3.8: Safety Planning Template
4. Hotlines, including to sub-modules on Challenging calls and Suicidal callers:
   • Module 4A: Hotlines
   • Module 4B: Managing Challenging Hotline Callers
   • Module 4C: How to Engage a Suicidal Caller
   • Handout 4.1: Setting Up a Hotline
   • Handout 4.2: Communication Strategies
   • Handout 4.3: Case Study 2 Lebanon Part 1
   • Handout 4.4: Case Study 2 Lebanon Part 2
5. Considerations for Supervisors covering supervision, staff care and documentation:
   • Module 5A: Supervision in Remote Case Management
   • Module 5B: Documentation and Data Protection
   • Handout 5.1: Survivor-centered Case Management Skills Building Tool
   • Handout 5.2: Sample Data Protection Agreement.

The compiled training package and introduction can be found here in English.