111 service contact center

Инструкция

The objectives and tasks of the 111 service contact center are to provide comprehensive assistance on the issues of family, women and children’s rights protection. The prevention of acute household problems.

The 111 service contact center will operate at the state level.

If the child left unattended, he is in danger, and the one has known that a child or woman may be subject to cruel treatment, violence, rights infringement, the one is requested to call the 111 no.!

•  The “111” contact call No.- 24/7 operation
• “111” contact call no. - confidential
• “111” contact call no. - is 24/7 operation with the Department of Internal Affairs and operational groups of the regions.
• “111” contact call no. receives enquiries on all issues related to the protection of children’s rights, families and women.
• All calls are recorded. The caller will be given feed forward on the measures taken.
• It is important for each of us to be mostly sympathetic, and at the slightest suspicion of a threat to the life and health of the child or women, the one should demonstrate his zero tolerance for the domestic violence and call the “111” no..

Each of us could and should become a defender of the family, women and children by promptly reporting the offense to the 111 call.

Explanations are provided for each applicant’s appeal to the Service 111, assistance is provided or detailed information on the essence of the appeal is provided.

Each applicant will be provided with feed forward on the measures taken to resolve the appeal or an appeal outcome.

The operation of the Contact Center 111 is arranged with regard to the developed infrastructure and built-in processes similar to the current platform of the Unified Contact Center 1414 through the establishment of the NJSC “State Corporation “Government for Citizens”.

The activities of the 111 Contact Center will provide the following:

• The provision of consultation and psychological assistance to the citizens through various communication channels: phone calls, audio calls, text dialogues;
• automation of appeal processes: recording a conversation, reports collection;
• application of CRM, appeals management and processing, routing between support lines;
• monitoring of calls, appeals, text dialogues with the citizens.

 

 

Дата обновления - 26.05.2026

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