Concept of Call Concept of Call CentreCentre

A UNICEF/KSRA Referral Network ProjectA UNICEF/KSRA Referral Network Project

Implemented By:

Karra Society For Rural Action, Ranchi, Jharkhand

next

The ProjectThe Project

Establishing Referral Networks / Call Centers Establishing Referral Networks / Call Centers to Reduce MMR and IMR in Six Blocks of to Reduce MMR and IMR in Six Blocks of

Khunti District of Jharkhand.Khunti District of Jharkhand.

next

Blocks Covered: Karra, Khunti, Torpa Arki, Rania and Murhu

GoalGoal

Vulnerable families attain sustainable Vulnerable families attain sustainable development through access to better and development through access to better and timely health services and information to timely health services and information to reduce MMR and IMR.reduce MMR and IMR.

Specific Project ObjectivesSpecific Project Objectives To establish and provide quality referral services especially related To establish and provide quality referral services especially related

to obstetric and infant health care in all the villages falling under to obstetric and infant health care in all the villages falling under six Blocks Viz: Khunti, Karra, Torpa , Arki, Rania and Murhu of six Blocks Viz: Khunti, Karra, Torpa , Arki, Rania and Murhu of Khunti District, Jharkhand.Khunti District, Jharkhand.

To create a pool of village health volunteers such as eligible To create a pool of village health volunteers such as eligible couples, young women from SHG with knowledge on Reproductive couples, young women from SHG with knowledge on Reproductive Child HealthChild Health

To increase safe delivery practices, through increase in – To increase safe delivery practices, through increase in – institutional deliveries and deliveries by trained birth attendants. institutional deliveries and deliveries by trained birth attendants.

To establish community ownership by establishing a Call Centre in To establish community ownership by establishing a Call Centre in each of the six Blocks of Khunti District to facilitate fast referral each of the six Blocks of Khunti District to facilitate fast referral services such as emergency delivery, pre/post pregnancy services such as emergency delivery, pre/post pregnancy complications, other serious illnesses.complications, other serious illnesses.

To strengthen and create effective tie up with Block, District and To strengthen and create effective tie up with Block, District and State level government health institutions and UNICEF to achieve State level government health institutions and UNICEF to achieve the desired goal.the desired goal.

Why this Project ?Why this Project ? Deliveries are conducted in most unhygienic conditions on Deliveries are conducted in most unhygienic conditions on

unclean surface. Often animal sheds are used to conduct unclean surface. Often animal sheds are used to conduct deliveriesdeliveries

Hands and cloths of birth attendant is unclean or not properly Hands and cloths of birth attendant is unclean or not properly cleanedcleaned

Objects like arrow, Situha, sickle or any sharp metallic objects Objects like arrow, Situha, sickle or any sharp metallic objects are used to cut naval chordsare used to cut naval chords

These traditional birth attendants are not skilled enough to These traditional birth attendants are not skilled enough to identify or handle cases of severe complicationsidentify or handle cases of severe complications

Danger signs before or after the delivery is not identified for Danger signs before or after the delivery is not identified for referralsreferrals

New born are bathed immediately after delivery New born are bathed immediately after delivery Proper breast feeding practices is not followed Proper breast feeding practices is not followed

next

What we Want to Achieve?What we Want to Achieve?

We Wish to reduce MMR and IMR among 1562 We Wish to reduce MMR and IMR among 1562 identified pregnant women in all the villages identified pregnant women in all the villages of 6 blocks- Karra, Khunti ,Torpa, Arki, Rania of 6 blocks- Karra, Khunti ,Torpa, Arki, Rania and Murhu of Khunti District.and Murhu of Khunti District.

next

Expected OutputsExpected Outputs Community mobilization for health issues by Community mobilization for health issues by

strengthening SHGs in Karra, Khunti, Murhu strengthening SHGs in Karra, Khunti, Murhu and Torpa Blocks in selected villages.and Torpa Blocks in selected villages.

Demand generation for govt. health and other Demand generation for govt. health and other schemes and services from communities.schemes and services from communities.

Strengthening of referral services through Strengthening of referral services through call centres, in coordination with call centres, in coordination with SHGs,Community Level Health Services SHGs,Community Level Health Services Providers to help reduce MMR and IMR.Providers to help reduce MMR and IMR.

Develop systems for effective monitoring Develop systems for effective monitoring through constant interface between different through constant interface between different stake holders such as community, government stake holders such as community, government Block and District State health officials, KSRA Block and District State health officials, KSRA and UNICEF.and UNICEF.

How we want to Achieve?How we want to Achieve?Step 1Step 1 By Community Mobilization & Health Awareness through SHGs in all the Villages By Community Mobilization & Health Awareness through SHGs in all the Villages

of Six Blocks under Khunti District .of Six Blocks under Khunti District . By Creating Health Fund to be used during emergenciesBy Creating Health Fund to be used during emergencies..Step 2Step 2 By Identifying and linking available Vehicles around these villages for the benefit By Identifying and linking available Vehicles around these villages for the benefit

of Pregnant Women and others at the time of delivery need.of Pregnant Women and others at the time of delivery need.Step 3Step 3 By establishing and running 24 X 7 , Call Centre, one each in 6 Blocks covering all By establishing and running 24 X 7 , Call Centre, one each in 6 Blocks covering all

the villages of 6 Blocks under Khunti District and providing vehicles for quick the villages of 6 Blocks under Khunti District and providing vehicles for quick referral work.referral work.

next

Activities Performed to achieve Activities Performed to achieve the Resultthe Result

Awareness through Community Organization-SHGsAwareness through Community Organization-SHGs : :The project understand that The project understand that the awareness is the key to improve the health status of the villagers , awareness about the awareness is the key to improve the health status of the villagers , awareness about improving health status of newly born child, awareness on precautions during the pregnancy improving health status of newly born child, awareness on precautions during the pregnancy and safe delivery of the mother. and safe delivery of the mother.

Awareness through Street Play: Awareness through Street Play: The rural population are culturally and The rural population are culturally and traditionally attached with dance, song and plays. So street plays performed in these Blocks traditionally attached with dance, song and plays. So street plays performed in these Blocks are attracting huge rural audience and helping in awareness generation on issues of are attracting huge rural audience and helping in awareness generation on issues of reproductive and child health and various government health schemesreproductive and child health and various government health schemes..

Training Of Traditional Birth Attendant :Training Of Traditional Birth Attendant :The project seeks to identify the The project seeks to identify the unskilled birth attendant to get them trained so that at emergency hour the birth attendant unskilled birth attendant to get them trained so that at emergency hour the birth attendant may care properly and can successfully deliver or refer to the nearest Hospitalsmay care properly and can successfully deliver or refer to the nearest Hospitals . .

Training Of SHG Leaders And Sahiyya : Training Of SHG Leaders And Sahiyya : The Sahiyya is major stake holder in The Sahiyya is major stake holder in this program and largely helping the supervisors at the field and simultaneously helping out this program and largely helping the supervisors at the field and simultaneously helping out pregnant women.pregnant women.

Training Of Master Trainers:Training Of Master Trainers: These Trainers are drawn from PHCs , Project Supervisors and trained as Master Trainers These Trainers are drawn from PHCs , Project Supervisors and trained as Master Trainers

by the Doctors of the PHCs. Follow up training is also organized to help increase their by the Doctors of the PHCs. Follow up training is also organized to help increase their knowledge.knowledge.

Activities Performed to achieve the Activities Performed to achieve the ResultResult

Call Centre Worker Training On Call Centre Management: Call Centre Worker Training On Call Centre Management: Six Call centers, Six Call centers, each in 6 blocks with 18 call center workers are operational 24 hourseach in 6 blocks with 18 call center workers are operational 24 hours..

Call centre worker computer training: Call centre worker computer training: Each of the Call Center is provided with Each of the Call Center is provided with one Desk Top Computer and all the call center operators are provided basic one Desk Top Computer and all the call center operators are provided basic computer operation training to enter information/datacomputer operation training to enter information/data..

Meeting With Stake Holders:Meeting With Stake Holders: In order to get support of all the stake holders , In order to get support of all the stake holders , government officials and UNICEF officials different meetings were organized government officials and UNICEF officials different meetings were organized and regular quarterly, monthly meeting were performedand regular quarterly, monthly meeting were performed

HR ARRANGEMENTHR ARRANGEMENT Coordinator: Coordinator: One District CoordinatorOne District Coordinator Supervisors: Supervisors: 15 Supervisors in 6 blocks15 Supervisors in 6 blocks Call Centre Operators: Call Centre Operators: 3 3 Operators in each Call Operators in each Call

Center, total 18 in 6 blocksCenter, total 18 in 6 blocks

For accountability, the organization has fixed role and For accountability, the organization has fixed role and responsibility of each of the human resources involved in the responsibility of each of the human resources involved in the program. The clarity in the role and responsibility has made program. The clarity in the role and responsibility has made the system stronger and transparent. It is always easy to the system stronger and transparent. It is always easy to monitor and evaluate each of the staffs at different hierarchy monitor and evaluate each of the staffs at different hierarchy according to the work defined .according to the work defined .

REFERRAL TRANSPORT MODELREFERRAL TRANSPORT MODEL The problem of unavailability of vehicles in the The problem of unavailability of vehicles in the remote villages is a big problem for the villagers at remote villages is a big problem for the villagers at emergency period especially at night. The major emergency period especially at night. The major thrust of the project is to arrange vehicles on time thrust of the project is to arrange vehicles on time and assure availability at remote villages. To feel the and assure availability at remote villages. To feel the big gap of arrangement of vehicle was a real big gap of arrangement of vehicle was a real challenge before the project so to streamline the challenge before the project so to streamline the vehicle arrangement. vehicle arrangement.

Vehicle MappingVehicle MappingMeeting with Vehicle Owners/DriversMeeting with Vehicle Owners/Drivers

Vehicle Code were generatedVehicle Code were generated Pvt. Vehicle usedPvt. Vehicle used

Establishing Call CentreEstablishing Call CentreThe Call Centre is established in at each PHC , The Call Centre is established in at each PHC ,

or in Block Campus as the space is scarce. or in Block Campus as the space is scarce.The CALL CENTRE is a central place of The CALL CENTRE is a central place of

referral network from where all stake referral network from where all stake holders are connected through its database holders are connected through its database and phone nos.and phone nos.The database and phone no in the call centre include list of SHG, vehicle The database and phone no in the call centre include list of SHG, vehicle maps with contact number, list of PHC, Doctors, Nurses, Sahiya, ANMs, maps with contact number, list of PHC, Doctors, Nurses, Sahiya, ANMs, TBAs, District Doctors, health Officials, their contact and Private Hospitals, TBAs, District Doctors, health Officials, their contact and Private Hospitals, Doctors with their contact. Project’s Officials will be in constant touch with Doctors with their contact. Project’s Officials will be in constant touch with Call Centres, District Health Officials, Doctors etc.Call Centres, District Health Officials, Doctors etc.

Monitoring and EvaluationMonitoring and EvaluationThe monitoring and evaluation is a regular process done by The monitoring and evaluation is a regular process done by the coordinator and the chief functionary of the organization.the coordinator and the chief functionary of the organization. The District Project Coordinator has a set methodology to The District Project Coordinator has a set methodology to adopt for effective monitoring and evaluation adopt for effective monitoring and evaluation (Given in the Document under Monitoring evaluation section)(Given in the Document under Monitoring evaluation section)

FORMATSFORMATS In order to get the data from the field staffs and call centre In order to get the data from the field staffs and call centre

operators for effective functioning, monitoring and evaluation operators for effective functioning, monitoring and evaluation purpose different formats werepurpose different formats were used. used. ((Formats provided in Document under Formats provided in Document under Format Section)Format Section)

Weekly , Monthly and quarterly review Meetings : Weekly , Monthly and quarterly review Meetings : Weekly , Weekly , monthly and quarterly meeting were also performed for monthly and quarterly meeting were also performed for review, evaluation for effective implementation of the project.review, evaluation for effective implementation of the project.

Random Visit to the field and the Call Centre: Random Visit to the field and the Call Centre: The random The random visit by the Head office officials, chief functionary and the visit by the Head office officials, chief functionary and the coordinator has mad the monitoring process robust.coordinator has mad the monitoring process robust.

MAJOR BREAKTHROUGHMAJOR BREAKTHROUGH The existence of call centre for the villagers has been major The existence of call centre for the villagers has been major

breakthrough of this innovative program. The villagers who never breakthrough of this innovative program. The villagers who never thought of such practical arrangement to save the life of pregnant thought of such practical arrangement to save the life of pregnant women have access to this service today. The vehicle arrangement women have access to this service today. The vehicle arrangement at any time any where is something like dream come true for the at any time any where is something like dream come true for the villagers, there is various villages which is very remote and even the villagers, there is various villages which is very remote and even the people ignore to visit those villages has been covered by the call people ignore to visit those villages has been covered by the call centre vehicle arrangement system.centre vehicle arrangement system.

OUTCOME/OUTCOME/IMPACT OF THE PROJECT IN ONE IMPACT OF THE PROJECT IN ONE

YEARYEAR SHGs and the Call CentreSHGs and the Call Centre SHG ContributionSHG Contribution Sahiyya & Call CentreSahiyya & Call Centre Community and Call CentreCommunity and Call Centre Community awareness level increasedCommunity awareness level increased Decrease in IMR/MMR by providing training to birth attendantDecrease in IMR/MMR by providing training to birth attendant Institutional Delivery IncreasedInstitutional Delivery Increased Accessibility of health services and benefits under the Institutional deliveryAccessibility of health services and benefits under the Institutional delivery Health Fund generated among SHGs:Health Fund generated among SHGs: Coordination between the Health department /Health workers at village level and Coordination between the Health department /Health workers at village level and

with the communitywith the community

SHGs ONEMERGENCYCall Centre

next

Blood

Emergency Expenses

Accompanying Patients

KHUNTI SADAR HOSPITAL

Thank Thank YouYou