The Helpline of Hope Call Centre is an integral part of the Single Window Citizen Engagement Service (SWCES), being implemented by the Ministry of Gender, Children and Social Protection (MoGCSP).  The SWCES has been designed to strengthen and support mechanisms among the five flagship Social Protection Programmes and to improve transparency, accountability and effectiveness in grievance redress across these programmes.  The SWCES uses the Unified Grievance Redress System (UGRS), which is based on the Grievance Redress Mechanism, an approach which provides stakeholders with opportunity to report cases and put across their concerns for resolution.  The system provides a single platform for citizens to lodge, monitor and escalate their grievances as well as to disseminate information on behalf of the five flagship Social protection programmes.

The five flagship Social Protection programmes namely the Livelihood Empowerment Against Poverty Programme (LEAP), Labour Intensive Public Works (LIPW), Education Capitation Grant and Ghana National School Feeding Programme have been signed on to the UGRS.  The system has also been designed to accommodate reporting of issues such as disability, child abuse, human trafficking, sexual harassment and defilement that the vulnerable are confronted with on daily basis.

The Helpline of Hope Call Centre is equipped with toll free numbers 0800800800/080090090, where citizens can call from any communication network to lodge their complaints in English, Akan, Ga, Ewe and Hausa languages, to dedicated and trained Call Agents.  The Call Agents will use the UGRS to register the cases.  These cases will be classified and channeled to the five Social Protection programmes and organisations which can assist in resolving them as quickly as possible.

It is expected that the UGRS, which is the Single Window Citizens database shall be used by all the five flagship Social Protection Programmes for case registration, classification, resolution & feedback.