Humanitarian call centre surpasses half a million calls

Awaaz Afghanistan – the nation’s pioneering humanitarian call centre – has achieved a significant new milestone: handling over half a million calls from vulnerable people in need.
 

In a landscape marked by conflict, natural disasters and a range of socio-economic challenges, access to timely and accurate information is critical for millions in need. Launched in May 2018 through a collaborative effort by multiple UN agencies and partners, the UNOPS-managed Awaaz Afghanistan serves as a crucial lifeline for Afghans seeking assistance. It provides callers with vital information and serves as a platform for feedback on humanitarian responses as well as the delivery of basic human services.

With over 500,000 calls handled, Awaaz has successfully connected more than 3 million individuals across Afghanistan to essential services and humanitarian aid. The centre’s reach is reflected in real-life stories from across the country.

Awaaz has become an essential resource for millions of Afghans, ensuring transparency and accountability while connecting those affected by crises with crucial assistance.

Jorge Moreira da Silva - United Nations Under-Secretary-General and UNOPS Executive Director

Connecting communities, changing lives

Take, for example, the remote village of Charkudogh, located on the border of Ghor and Faryab Provinces. Approximately 350 families there lacked access to vital healthcare, facing a daunting 12-hour walk to the nearest facility. Earlier this year, a resident reached out to Awaaz for urgent help. The call centre documented the situation and referred the issue to the World Health Organization-led Health Cluster. Within days, a health outreach team was mobilized, delivering essential primary healthcare services directly to the community.

In another case, a group of over 130 returnee families from Pakistan was living in makeshift tents with minimal protection from the elements. One individual contacted Awaaz seeking assistance, prompting the centre to refer the case to the Office of the UN High Commissioner for Refugees (UNHCR). In response, UNHCR provided solar panels and batteries and enrolled the families in a shelter programme, significantly improving their living conditions.

More than a call centre

Awaaz Afghanistan is a community engagement initiative. The two-way communication channel ensures that ground-level needs are conveyed to partners, enhancing the quality of

humanitarian programming nationwide. With 168 humanitarian agencies collaborating and sharing data, Awaaz has become a cornerstone of inter-agency collective accountability in Afghanistan.

"Awaaz Afghanistan is the heart of the UN’s operations in Afghanistan, recognized for its critical role in collecting first-hand insights from communities affected by ongoing challenges, guiding the UN’s tailored assistance in the country," said Roza Otunbayeva, Special Representative of the Secretary-General for Afghanistan.

Awaaz Afghanistan continues to transform lives, ensuring that critical support reaches those who need it most.

Awaaz continues to grow

As Awaaz Afghanistan expands its reach, its mission remains clear: to serve as a lifeline for those in need. Every call is answered, every concern addressed and every voice amplified. In a nation facing numerous challenges and limited resources, Awaaz demonstrates the power of collaboration, community engagement and an unwavering commitment to the Afghan people.

About the project

Awaaz Afghanistan has received over $11 million in funding from various UN organizations and partners. This includes the Directorate-General for European Civil Protection and Humanitarian Aid Operations, the government of Japan, the UN Office for the Coordination of Humanitarian Affairs-administered Central Emergency Response Fund, the Afghanistan Humanitarian Fund, UNFPA, the UN Development Programme, UN Women, the International Organization for Migration, the World Food Programme and UNHCR.

This story was originally published by UNOPS here.