Hotline. for people in need in Darfur. Second Annual Report

Hotline for people in need in Darfur Second Annual Report October 24-3 September 25

Table of Contents D a r f u r H o t l i n e - A n n u a l R e p o r t... 3 What is the Darfur Hotline?... 3 What is the scope of the Darfur Hotline?... 3 How are issues identified and addressed?... 4 Activities summary... 5 Breakdown of issues identified/issues addressed... 5 Overall response rate... 5 Number of calls... 6 Achievements... 7 Challenges... 8 Way forward... 8 Quarterly Report - Oct - Dec 24... 9 2 Summary... 9 Achievements... 9 Challenges... 9 Voices from the IDP community... Quarterly Report - Jan - Mar 25... Summary... Achievements... Challenges... Voices from the IDP community... 2 Quarterly Report - Apr - Jun 25... 3 Summary... 3 Achievements... 3 Challenges... 3 Voices from the IDP community... 4 Quarterly Report - Jul - Sep 25... 5 Summary... 5 Achievements... 5 Challenges... 5 Voices from the IDP community... 6

Darfur Hotline Annual Report October 24 3 September 25 Call centres (hotlines) are increasingly included in humanitarian response efforts worldwide. Initially serving mainly as feedback mechanisms, they are now becoming hubs to improve the effectiveness and responsiveness of humanitarian action. Two years after its launch, the Darfur Hotline has received over, phone calls, facilitating concrete and tangible improvements in camps and gatherings for internally displaced persons (IDPs) throughout Darfur, improving communication between people in need and humanitarian partners. The Government has primary responsibility to address the needs of people in Sudan, and the humanitarian community works in support of national efforts. The Hotline strengthens accountability towards the affected population (AAP). What is the Darfur Hotline? An economical way to ensure that basic needs of affected people are met in a timely and efficient manner. Bridges the gap between affected people and humanitarian actors using simple technology such as mobile phones. Addresses the call for greater accountability to affected populations now featuring prominently in the policies, programming, and practices of humanitarian actors. REFERRAL OFFICER Identify issues Sends email and report to notification to Referral Officer sector leads 3 Initiative Coordination Reports back to the caller on the status of the response Respond to the notification and notify the plan for response IDPs Receive support on basic services SECTOR COORDINATOR GOV T COUNTERPARTS Accountability Respond to issues reported by the IDPs What is the scope of the Darfur Hotline? The Hotline is a tool designed to identify and address issues with existing camp basic, life-saving services by connecting IDPs living in camps and gatherings and humanitarian actors through mobile phones. The Hotline addresses issues with existing basic humanitarian services in 74 IDP camps and gatherings throughout Darfur (host communities and return areas are not covered). Displaced people can call the Hotline number free of charge to:. Report a problem with an existing camp service. 2. Inform humanitarian partners about the arrival of newly displaced people in the camp. 3. Inform humanitarian partners of displaced people affected by natural disasters (floods, fire etc.).

Essential Basic Services New Issues WASH NUTRITION HEALTH EDUCATION VETERINARY SERVICE New Arrivals Natural Disaster e.g Floods How are issues identified and addressed? Upon receiving information about malfunctioning/broken down basic services or the need for an assessment, the referral officer verifies the issue with a person who is physically in the camp (Sheikhs, community leaders, NGOs, teachers, medical staff, UNAMID police). After the verification process, the referral officer sends a notification to sector leads who then initiate a response to solve the problem. WHO IS RESPONSIBLE? 4 IDPs Camp Sheikh/HAC Community Leaders UNAMID Police/NGOs Medical Staff/Teachers Referral Officer Sector Coordinator Gov t Counterparts Partners IDPs Community Leaders Camp Sheikhs Step Step 2 Step 3 Step 4 Step 5 Identification of the issue gap Identification Verification of of the issue gap Identification Notification of the gap Identification Response of the gap Confirmation Identification of Response the gap The most often cited problems in basic services are: Water, Sanitation and Hygiene: Broken hand pumps; broken motorized water yards. Health: Lack of drugs; lack of personnel; closed facilities. Veterinary Services: Lack of drugs; closed facilities. Nutrition: Lack of nutrition supplies; closed facilities. Education: Lack of supplies and furniture; damaged facilities; closed facilities. Emergency Shelter/Non-food items: Shelter/household items destroyed/lost due to fire/rains/sandstorms. Out of scope calls Out of scope are calls which are not directly related to issues of existing camp services, arrival of new IDPs or IDPs affected by natural disasters and therefore fall outside the scope of the Hotline. Such out of scope calls include phone calls from areas not covered by the Hotline, such as from host communities or from return areas, can be related to security or protection issues, or are enquiries on delayed distributions of humanitarian assistance, enquiries on the implementation of seasonal activities like shelter replenishment, the spread of disease etc. Such calls are passed on to OCHA sub-offices who then provide a follow-up if necessary.

A ctivities summary - October 24-3 September 25 A total of 8 issues were identified, 34 per cent fewer than the first year of operation (8 issues identified). ES/NFI: 67, WASH: 28, Health: 3, FSL: 4 (veterinary services), Nutrition: 3, CCS: 2 (assessments for newly displaced), Education:. Within the same period of time, 28 issues were addressed, an increase of 3 per cent compared with the previous year (24 issues addressed). The number of issues addressed during the reporting period is higher than the number of issues identified during this period because some issues were still pending from the previous year (56 issues pending from year of operation of the Hotline as of the end of September 24). Issues addressed: ES/NFI: 68, WASH: 4, Health:, Education: 4, FSL: (veterinary services), CCS: 3, FSL (food):, Nutrition:. Awareness and sensitization activities were carried out in camps and areas where the hotline had already been launched, and comprehensive sensitization activities including information sessions were held in the new areas targeted by the hotline. Breakdown of issues identified/issues addressed by state Issues identified 52 Issues addressed 45 8 32 total issues identified 25 2 28 35 2 2 4 total issues addressed CENTRAL DARFUR 5 EAST DARFUR NORTH DARFUR SOUTH DARFUR WEST DARFUR Note: - There were more issues addressed than issues identified because some issues which were pending at the end of the previous reporting period were carried over to this reporting period. - The four issues reported in East Darfur were reported in September 25, at the end of the reporting period, and by October 25 (next reporting period), three of the four issues had been addressed. Overall response rate 63% 35% Sep-Dec 23 69% 69% Jul-Sep Oct-Dec 66% 75% 85% 46% Jan-Mar 24 Apr-Jun 24 24 24 Jan-Mar 25 Apr-Jun 25 Jul-Sep 25 Note: This graph represents the cumulative total number of issues reported since the Hotline was launched against the cumulative total number of issues addressed since the Hotline was launched, at a given point in time.

Number of calls A total of 299 calls were received during the second year. This is a reduction of 6 per cent compared to the first year (774 calls). Reasons for this decrease Number of newly displaced IDPs was lower than in the previous period, and certain locations experienced very bad connectivity, reducing call numbers. Implementing partners in some camps and gathering areas are discouraging IDPs from calling the hotline, asking them to report issues directly to the implementing partners when such issues occur. Many cases of this were seen in West and South Darfur states camps. Long outstanding issues in some cases caused the IDPs to lose confidence or enthusiasm about the hotline; this frustration over long response times has led to fewer calls to report issues. Contradictory information from IDPs and sectors may lead to double reporting of issues. Lack of or unclear feedback from some sectors regarding reported issues in some cases leads to a delay in response time. Difficulties in physical verification (due to e.g. access granted). Out of scope calls: when calls are placed which are not within the scope of the Darfur Hotline, IDPs may become disheartened that their issue is not taken seriously or addressed quickly, although it has been handed over to the appropriate party to address. Note: See Way forward section below for details on how to proceed in light of difficulties faced. 6 Overall total number of received calls,9 total number of received calls (September 23 - September 25) 299 total number of received calls (October 24 - September 25) 9 26 48 64 4 85 82 92 3 45 32 3 34 7 25 22 29 35 36 6 3 24 9 22 23 Reporting period Sep-3 Oct-3 Nov-3 Dec-3 Jan-4 Feb-4 Mar-4 Apr-4 May-4 Jun-4 Jul-4 Aug-4 Sep-4 Oct-4 Nov-4 Dec-4 Jan-5 Feb-5 Mar-5 Apr-5 May-5 Jun-5 Jul-5 Aug-5 Sep-5

Solar panels powering water pumps in in Sheddad IDP camp, Shangil Tobaya, North Darfur Achievements The response rate rose from 69% in the first quarter to 85% in the fourth quarter. This is due to closer collaboration between Hotline (OCHA), Sector representatives at state level, and affected communities (IDPs). Response was provided to address long-standing issues particularly in the WASH, ES/NFI, Education, CCS and FSL sectors. Sensitization campaigns throughout Darfur led to a better understanding of the Hotline and how it works. Expansion of the Hotline service to three new locations (Korma, El Fasher, North Darfur; Garsila, Nertiti, Central Darfur; Labado TS, Yassin, East Darfur). As of the end of September 25, the Hotline covers 74 IDP sites in 26 localities across Darfur with a total IDP population of over.6 million people. 7 Locations covered by the Darfur Hotline N ORTH D ARFUR El Geneina W EST D ARFUR 256,633 El Fasher 473,35 2,856 Zalingei C ENTRAL D ARFUR Nyala 95,47 594,795 Ed Daein Hotline locations 23-24 New Hotline locations 25 Total people sensitisation reached per state S OUTH D ARFUR E AST D ARFUR

Community participation in sensitization activities in Sheddad IDP camp, Shangil Tobaya, North Darfur Challenges 8 Contradictory information or feedback received from different parties (IDP community, sector representatives, sub-offices) leads to an unclear picture of the issues and in some cases, a delay in tackling the issues. Some locations in Darfur experience network problems, seriously impacting the functioning of the Hotline; this affects not only the identification of malfunctioning services but also activities to verify issues and cross-check responses. In certain areas, issues may take longer to be addressed and resolved due to implementing partners lack of funding, sector policies, community dynamics, or lack of partners on the ground. Way Forward More rigorous follow-up at state level with Sector partners and improved dialogue between humanitarian partners and IDP populations is needed to make the Hotline function more smoothly. Conduct refresher training for Hotline focal points in OCHA sub-offices. Conduct more extensive sensitization and re-sensitization campaigns on a rolling basis to further enhance knowledge of the scope and function of the Hotline. Consider circulating information about the hotline (and other important information) through new and innovative means. Continue expanding Hotline services to more locations in Darfur. Encourage the formation of hotline committees in the IDP camps. Improve community engagement in Hotline activities, including feedback/complaints mechanisms, community participation and information provision and Improve/introduce monitoring and evaluation of Hotline activities.

Darfur Hotline Quarterly Report October December 24 Summary 64 calls were received during the reporting period, a decrease of 33 per cent (from 96 calls) in comparison to the previous reporting period (Jul - Sep 24). WASH: 25, ES/NFI: 25, Health:, FSL (Veterinary Services): 2, Education:, FSL (food):. 2 issues were identified, of which ES/NFI: 2, WASH: 6, Health: 3. 56 issues were carried over from the previous quarter. 5 issues were addressed, a decrease of 53 per cent compared to 32 issues addressed in the previous quarter. As of 3 Dec 24, the overall, cumulative, response rate remained at 69 per cent, the same as the previous quarter. 64 received calls (October - December 24) Issues identified/issues addressed sector wise Identified 2 total issues identified 5 total issues addressed 5 3 W. Darfur C. Darfur 6 S. Darfur N. Darfur 4 7 E. Darfur Addressed 6 5 2 5 3 3 69% Quarterly response rate 69% Cumulative overall response rate 9 WASH ES/NFIs Health Education Vet. Services Inter-sector assessement FSL Nutrition Achievements Two long-standing issues, one in FSL (Veterinary Services) and one in Health, were addressed in Bielel locality, South Darfur, and Kreneik locality, West Darfur. One WASH issue in West Darfur and one Education issue in Central Darfur were addressed 8 days after the first notifications were sent to the Sector Leads. In West Darfur, ES/NFI addressed two issues within 5 and 6 days after the first notifications reached the Sector Lead. Challenges The WASH Sector continues to be the Sector with the most pending issues, with 36 out of 62 issues pending (58 per cent: 3 Dec 24). The ES/NFI Sector has 4 pending issues (22 per cent). Other Sectors have - 3 pending issues per sector. As of the end of Dec 24, there is no progress in 3 long-standing issues in West Darfur which have been carried over from the end of 23. These issues are in WASH (9), Education (2), FSL ( food and Veterinary Services).

The health clinic in Shangil Tobaya IDP camp in Dar El Salam, North Darfur, received drugs and medical supplies, including treatment for fever and malaria Credit: UN OCHA Sudan Voices from the IDP community In September 24, Adam Abdallah Musa, a community leader of Nifasha IDP camp in Dar El Salam, North Darfur, reported to the Hotline that the health clinic in the camp lacked life-saving drugs. When the International NGO Médecins Sans Frontières-Spain (MSF-E) phased out from Dar El Salam locality, the health clinic was handed over to a national NGO. We were left with no medical service for almost a month. Many cases of fever and malaria were being reported to the clinic but no drugs were available and the IDPs could not afford to buy drugs from private clinics. Adam explained. A community member informed Adam who called the Hotline. In November 24, 2 weeks after Adam s call to the Hotline, lifesaving drugs and medical supplies, including anti-malaria drugs, were received. The Hotline saved our lives. We did not have to wait for long and we did not have to pay. The community feels well taken care of right now. Adam concluded.

Darfur Hotline Quarterly Report January March 25 Summary calls were received during this reporting period, an increase of 56 per cent (from 64 calls) when compared to the previous quarter (Oct - Dec 24). ES/NFI: 4 calls, WASH: 29, CCS: 22, Health: 5, FSL: 2 (Veterinary Services), Nutrition:. 4 issues were identfied, of which ES/NFI: 29, WASH: 7. CCS: 2, Health:, FSL (Vet services):. 62 issues were carried over from the previous quarter. 9 issues were addressed, an increase of 27 per cent when compared to 5 issues addressed in the previous quarter. As of 3 Mar 25, the overall, cumulative, response rate decreased to 66 per cent, a decease of 4 per cent (from 69 per cent), when compared to the previous quarter. received calls (January - March 25) Issues identified/issues addressed sector wise Identified 4 total issues identified 9 total issues addressed 5 3 N. Darfur 5 5 Addressed 29 48% Quarterly response rate 66% Cumulative overall response rate W. Darfur 4 2 C. Darfur 5 S. Darfur 2 E. Darfur 7 8 9 2 WASH ES/NFIs Health Education Vet. Services Inter-sector assessement FSL Nutrition Achievements In comparison to the previous quarter, WASH, Health and Food increased their respective response rates, while Education and Nutrition maintained the same rate of addressing issues. The ES/NFI Sector addressed over a third of its issues (West Darfur: 3 and South Darfur: ) within a month. Challenges The WASH and ES/NFI Sectors have the most pending issues: WASH has 35 issues (43 per cent) and ES/NFI has 33 issues (4 per cent), out of a total of 82 pending issues as of 3 Mar 25. Other Sectors have - 4 pending issues per sector. Of the 35 pending issues, 6 issues (46 per cent) were reported in West Darfur and were carried over from the period Sep - Dec 24. In 3 of these issues, there was conflicting feedback from the Sector Lead and the community on the operationality of water facilities.

ES/NFIs distributed to the affected families in Krinding IDP camp, El Geneina, West Darfur Credit: Catholic Relief Services Voices from the IDP community Mohamed Ibrahim Hassan, a camp Sheikh living in Krinding IDP camp in El Geneina, West Darfur, used the Hotline to report that 2 household shelters had been destroyed when a fire broke out in March 25, leaving families out in the open. 2 On the morning of March 25, when the fire broke out, I immediately called the Hotline and later on the same day a team visited the affected area in the camp, the Sheikh said. Within a week s time all the affected families received shelters, construction material and household supplies. Although not all of the issues are addressed as quickly, we know that the Hotline improves the quality of our lives. It s easy: most of our needs can be met by just dialing 39, the Sheikh explained.

Darfur Hotline Quarterly Report April June 25 Summary 7 calls were received during this reporting period, a decrease of 29 per cent (from calls) when compared to the previous quarter (Jan Mar 25). CCS: 25, WASH: 2, ES/NFI: 9 calls, Health: 5, Education: 2. 26 issues were identified, of which ES/NFI: 7, WASH: 5, Health: 3, Education:. 82 issues were carried over from the previous quarter. 42 issues were addressed, an increase of 53 per cent when compared to 9 issues addressed in the previous quarter. As of 3 Jun 25, the overall, cumulative, response rate stood at 75 per cent, an increase of 4 per cent (from 66 per cent), when compared to the previous quarter. 7 received calls (April - June 25) Issues identified/issues addressed sector wise Identified 26 total issues identified 42 total issues addressed 8 6 N. Darfur 3 Addressed 4 7 22 62% Quarterly response rate 75% Cumulative overall response rate 3 W. Darfur 9 8 C. Darfur 22 S. Darfur E. Darfur 5 3 3 2 More issues were addressed than identified during this quarter because some issues which had been pending since the previous quarter were carried over into this reporting period. WASH ES/NFIs Health Education Vet. Services Inter-sector assessement FSL Nutrition The quarterly response rate is 62% because some issues were addressed which had been pending since before this quarter Achievements 22 issues in ES/NFI and 4 issues in WASH were addressed. 3 Health issues in Central and North Darfur and 2 Education issues in Central and West Darfur, all of which had been pending for over a year (funding partners follow up), were addressed. Challenges WASH and ES/NFIs continue to be the Sectors with the most pending issues: WASH had 26 issues (39 per cent) and ES/NFI had 28 issues (42 per cent), out of a total of 66 pending issues as of 3 Jun 25. Other Sectors had - 4 pending issues per sector. In South Darfur, ES/NFI issues continued to be pending even after the Sector Lead confirmed distribution of supplies and mentioned that issues were addressed. The issue lies with a lack of adequate presence of partners on the ground which in turns prevents the supplies from reaching communities in a timely manner.

ES/NFIs distributed to the affected families Credit: UN OCHA Sudan Voices from the IDP community Om Kalthoum Adam Al Duma, a woman from Kass IDP camp, Kass locality, South Darfur, explained that calling the Hotline made a huge impact on the community members lives. 4 When the general food distribution was delayed in the camp, the community was worried. My husband, as one of the representatives of the IDPs within the camp, was asked to help find a solution. I advised him to call the the Hotline, which had addressed our problems in the past. Om Khaltoum recalled. Although this type of food issues are out of the scope for the Hotline, OCHA and humanitarian partners nonetheless share a responsibility to follow up. Less than an hour after the issue was reported, the Sector Lead had already provided feedback which OCHA could share with the community. Delays occurred due to a temporary denial of security clearance from the local authorities. The issue was resolved in under a week.

Darfur Hotline Quarterly Report July September 25 Summary 64 calls were received during this reporting period, a decrease of almost per cent (from 7 calls) when compared to the previous quarter (Apr Jun 25). WASH: 25, ES/NFI: 9, Health: 7, FSL (Veterinary Services): 7, CCS: 4, Nutrition: 4, Education:. 3 issues were identified, of which WASH:, ES/NFI: 9, Health: 6, FSL (Veterinary Services): 3, Nutrition: 3. 66 issues were carried over from the previous quarter. 52 issues were addressed, an increase of 22 per cent when compared to 42 issues addressed in the previous quarter. As of 3 Sep 25, the overall, cumulative, response rate stood at 85 per cent, an increase of 3 per cent (from 75 per cent), when compared to the previous quarter. 64 received calls (July - September 25) Issues identified/issues addressed sector wise Identified 3 total issues identified 52 total issues addressed 7 N. Darfur 8 2 Addressed 32 68% Quarterly response rate 85% Cumulative overall response rate 5 W. Darfur 8 C. Darfur 9 S. Darfur 4 4 E. Darfur 3 9 6 3 3 2 3 More issues were addressed than identified during this quarter because some issues which had been pending since the previous quarter were carried over into this reporting period. WASH ES/NFIs Health Education Vet. Services Inter-sector assessement FSL Nutrition The quarterly response rate is 68% because some issues were addressed which had been pending since before this quarter Achievements ES/NFI sector addressed 32 issues, 5 of which had been pending since the end of 24 in South and West Darfur. The WASH Sector addressed 3 pending issues in South, Central and North Darfur. When comparing the last two reporting periods (Apr-Jun 25 and Jul-Sep 25), WASH improved its response rate from 75 to 79 per cent; ES/NFIs improved its response rate from 72 per cent to 95 per cent; Education improved its response rate from 8 per cent to 9 per cent and CCS improved its response rate from 78 per cent to per cent. Challenges WASH continues to be the Sector with the most pending issues: 24 out of a total of 46 pending issues (52 per cent of total) as of 3 September 25. The reason East Darfur had four issues reported and still pending at the end of this reporting period is that they were all reported in September 25, and three had been addressed in October 25, which was after the end of the reporting period.

Health centre in Abbasi IDP camp, Mellit, North Darfur Credit: UN OCHA Sudan Voices from the IDP community Sheikh Hamza from Sisi IDP camp in Kreneik locality, West Darfur reported to the Hotline that the Outpatient Therapeutic Feeding Program/OTP Center treating severe - acute malnutrition cases within the camp had closed after Merlin phased out in 24. 6 8 malnourished children were referred to Mornei IDP camp and El Geneina hospital in August 24. However, only children were able to travel for treatment with their families, while 7 children were not able to travel due to costs involved. 2 children died as a consequence. On 3 August, after having tried to unsuccessfully contact many partners aiming to resolve the situation, the Humanitarian Aid Commissioner (HAC) advised me to call the Hotline who had previously supported in resolving many issues, the Sheikh explained. The Center resumed its activities on 9 September, alleviating our suffering, the Sheikh added.