Over 60,000 Calls Attended at the Saadhan Helpline 2389 2222

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POPULATION SERVICES INTERNATIONAL (PSI) MUMBAI SAADHAN HELPLINE

PHONE NUMBER: 022 2389 2222

Since its inauguration in January 2003, the PSI Mumbai Saadhan Helpline has

attended over 60,000 calls. Although promotion of the helpline was conducted

solely within Mumbai and Vashi, the helpline has catered to countrywide callers,

particularly those from various regions across Maharashtra. This significant

milestone is celebrated in conjunction with the successful completion of three

operational years of the Saadhan Helpline.

The Focal Objectives of the Saadhan Helpline

a.. To provide complete, accurate information to augment overall levels of

healthy sexual behavior

b.. To provide psychological support and effectual referrals to people affected

by or living with HIV/AIDS

c.. To dispel myths and misconceptions related to HIV/AIDS

Target Populations

The target population of the helpline is the general population from all strata

of society with varied geographic, ethnic and educational backgrounds.

Types of Callers

The helpline is a reliable source of information for callers who inquire about a

wide range of subjects, some of which include-

(a) Technical information on the modes of transmission, exposure and

diagnosis of HIV/AIDS, as well as on prevalent misconceptions and risk reduction

techniques

( Reassurance with regard to diagnosis and testing for HIV negative as well

as positive callers

© Decision-making guidance, with regard to prospective sexual interaction,

as well as marriage

(d) Emotional support and empathy for HIV positive callers

(e) The establishment of an effective referral system to the following

services

i. care and support

ii. voluntary counseling and testing services

iii. STI treatment at Key Clinics

iv. sexuality and related issues to qualified personnel such as sexologists

and gynecologists

Since the recent inauguration of the Key Clinic Franchise, the Saadhan Helpline

has commenced the recommendation of the Key Clinics to callers with general

health concerns, as this provides them with the requisite privacy under which

they can also obtain STI treatment.

Monitoring the Quality of Services at the Saadhan Helpline

In order to effectively monitor the quality of services rendered at the

helpline, PSI conducted two mystery caller studies over the past two years. The

outcome of these studies outlined the need gaps with regard to the log frame

indicators, and provided indispensable insight towards the amelioration of

overall program strategy. In addition, the Times of India conducted a mystery

caller study in April 2005, where the Saadhan Helpline was lauded for its

convivial disposition as well as its technical efficacy.

Additional Saadhan Helpline Activities

The Saadhan Helpline also initiates and participates in a variegated set of

activities, programs and events, some of which include -

(a) HIV/AIDS awareness sessions at schools and colleges, as well as for

inmates in penitentiaries

( Promotion of the helpline through the utilization of information,

education and communication (IEC) materials at health-oriented exhibitions and

programs, such as Health Veda, Natural Concepts and the MTV HIV/AIDS Summit

© The establishment of a marriage forum, which connects HIV positive

individuals

(d) Training and capacity-building of other organizations that operate a

helpline

Training and Capacity-building

Although a high burnout rate is prevalent in this profession, the Saadhan

Helpline team has been relatively consistent over the past two years. Periodic,

intensive training and capacity-building based on specific need gaps enhance

levels of confidence and capability of each individual team member. In addition,

categorical support from senior management supports the establishment of a

working environment that fosters individual autonomy as well as team spirit.

Effect of Mass Media Campaigns

Inherently effective mass media campaigns such as Balbir Pasha and the Helpline

Promotion Campaign provided basic information on and ameliorate levels of

self-risk perception related to HIV/AIDS.

Subsequently, the number of calls pertaining to modes of transmission increased

exponentially, and impelled an increase in calls on personal exposure and

methods of diagnosis.

The Saadhan Helpline aims to maintain and further strengthen its efforts with

regard to HIV/AIDS awareness as well as increased healthy sexual behavior in its

target populations.

SAADHAN HELPLINE PHONE NUMBER 022 2389 2222

" Gaargi "

E-mail: <gaargi@...>