Growing up, Khomotso Mamabolo witnessed various types of domestic abuse. Back then, she was still very young and could not do anything to assist the victims.
But the 28-year-old is now able to fulfil her childhood dream of making a difference in the lives of abuse victims by ensuring that they receive the necessary support.
This is thanks to the Department of Social Development for opening a Gender Based Violence (GBV) Command Centre, where Mamabolo works.
The World Health Organisation estimates that between 40 and 70 percent of female murder victims are killed by their partners in South Africa. Police reports also show that more than 175 000 crimes against women and up to 66 000 sexual offences were committed in 2012/13 alone.
Mamabolo, from Soshanguve outside Pretoria, is part of 75 qualified social workers employed at the command centre. Their appointment followed successful training on trauma management and customer service, which was provided by the department.
Psychological assistance
Opened in November 2013, the centre aims to reduce the prevalence of gender-based violence, provide immediate psychological assistance and referrals to victims. It also assists them avoid additional exposure to violence.
Inside the centre, the social worker agents provide telephonic support and counselling and then direct the victim’s case to a social worker in the pilot areas, which are in Gauteng (Hillbrow, Moroka, Sunnyside, Akasia, Alexandra) and KwaZulu-Natal (Edendale and Inanda).
The centre was established in partnership with the Vodacom Foundation. The cellular company has invested R4.2 million to help cover the cost of information and communication technology (ICT) infrastructure and expertise to customise the call centre for the purpose of handling calls from victims of gender based violence.
All social workers, including police, doctors and nurses in the clinics and hospitals, have their own cell phones and landlines linked to the command centre line.
The command centre is working in collaboration with the SA Police Service, allowing calls to receive priority and be escalated to their nearest police station where necessary.
Social workers in the pilot districts have been provided with training on the GBV Command Centre system and cell phones to provide feedback on the cases directed to them for support and resolution.
Prosecution of perpetrators
In addition to providing immediate intervention for victims of gender based violence, the centre also assists in the prosecution of perpetrators as information collected throughout the intervention process by all role players can be made available to the courts as evidence.
During a visit by SAnews to the centre in Pretoria, Mamabolo explains that throughout the day, social workers attend to calls from clients, who are mostly young adults and older women, and offer counselling.
“Most clients have marital problems and young women have problems with their boyfriends. The common cases we attend to are related to physical abuse,” she says.
In case of emergency, social workers transfer cases to the police and do a follow up after 30 minutes to check if the victim has received assistance.
“If they are not assisted, we continue to call them, especially those residing in pilot areas and provide counselling. If they need further assistance with social workers, we refer the case to the pilot area.”
In an event where cases fall outside the pilot areas, Mamabolo says these are directed to the 10111 number or 112 emergency number. After 48 hours, social workers then track the progress of these cases.
Mamabolo commends the department for supplying experienced social workers in the command centre, as she admits that some days are more difficult than others.
“When I feel that the call is too heavy for me or maybe after handling an emotional call, I discuss it with a veteran social worker as we are advised to talk to them to debrief. I also talk to them before I go home because if I take all these things back home, they would obviously affect me.”
More centres needed
She feels that there’s a need to roll out such centres to other areas, as more people are benefitting from them.
“Some people don’t understand the impact of the abuse, as they’ve never been exposed to it. Imagine a person, whether it’s a child or an adult being abused every day without any support or a shoulder to cry on, and through these call centres, this can come to an end,” she says.
Veteran social worker Victoria Maeli says that for a very long time, women, especially mothers, have been suffering at the hands of their abusive partners and husbands but kept quiet due to fear.
“Years later, these women are unable to look after their families as the demons from the past still haunt them,” Maeli says.
Maeli, who comes from Katlehong, says when Social Development Minister Bathabile Dlamini made a call for retired social workers to come back and assist, she didn’t hesitate because she knew that her skills are still needed. She has a Master’s Degree in Social Work.
She urged women, mothers and girl children, who are in abusive relationships, to make use of the service offered by the command centre.
“When you suffer from abuse, please do not hesitate. Call the centre, it’s free of charge. There’s a high rate of crime and you are indirectly affected by it because you have suffered for abuse at some stage.”
According to the command centre manager, Silulani Budaza, assistance provided by the centre is significant in rural areas, where there is high prevalence of gender based violence and where resources and access to a network that can help victims are lacking.
“The experience of being part of the ground-breaking work being done by the centre has been an eye-opener for its staff,” he says.
Budaza adds that since the official opening of the centre, there’s been an increase in the number of calls to almost 150 cases per week and cases include physical violence, rape and verbal abuse.
The toll free number for the centre is 0807867428. Those in need of assistance can also dial the call-back number *121*7867#. – SAnews.gov.za
