Question NW61 to the Minister of Social Development
02 April 2024 - NW61
Masango, Ms B to ask the Minister of Social Development
(1)Regarding the Gender-Based Violence Command Centre (GBVCC) in Salvokop, Pretoria, and the alleged contractual dispute between her department and Brilliant Telecommunication (Brilliantel), what total number of (a) social workers and (b) call-centre operators were employed at the centre in each year since 1 January 2013 up to the latest specified date for which information is available; (2) what is the (a) total cost for victims of gender-based violence (GBV) to contact the centre and (b) breakdown of such costs to the victims of GBV; (3)(a) what are the full details of how the centre currently assists victims of GBV and (b) in what way has the standard operating procedure changed since Brilliantel took over the contract?
Reply:
1(a) As the Honourable Member is aware, the GBVCC only make use of the services of qualified social workers registered with the SA Council for Social Service Professions. At its inception, the GBVCC had 48 social work agents and 8 social work supervisors. This number has gradually reduced through natural attrition. Currently the GBVCC has 38 social work agents and 7 social work supervisors.
(b) Due to the sensitive nature of the GBVCC, the Department does not make use of call centre operators. The social work agents are supported by 4 Technical Shift Supervisors were employed who perform the task of a Workforce Planner and 4 Quality Assurance Managers to quality assure the work of the GBVCC. There is an onsite Systems Support Technician and there is a Call Centre support manager that supports the overall management of the GBVCC ensuring that oversees the management of all the various systems in the Call Centre including data management and system reporting.
2 (a) To ensure that members of the public can easily access services, the GBVCC uses a Toll-Free Number: 0800 428 428. (b) Information on cost to victims is not readily available.
3(a)(b) GBVCC provides 24/7 telephonic psychosocial support services, including trauma and counselling and referral services to survivors of gender-based violence. These may include a referral to social workers in the local area, SAPS for opening of a GBV case or protection order, health services or a shelter for survivors of GBV in the local area from where the client is calling.