Phnom Penh: On the other end of the line, a woman's voice trembles. She is thousands of kilometres from home, isolated and unsure where to turn. For many Cambodian women working abroad or away from home, the government-operated helpline is their first and often only point of contact when facing abuse, exploitation or other crises.
According to UN Women, women migrant workers face numerous difficulties. The least support that can be provided involves offering them information on how to contact someone and meet emergency safety needs, whether it is to get treatment or find a safe shelter so authorities in that country can assist them in time, explained Mam Rattana, Director of the Provincial Department of Women's Affairs in Takeo Province. Mam is among many helpline responders from Provincial Departments of Women's Affairs who gathered in Kampot Province for training to better support women facing crises.
Chou Sovan from the Department of Legal Affairs, Ministry of Women's Affairs, Cambodia, participated in a recent UN Women-supported training for helpline operators. The standard operating procedures are grounded in six guiding principles: safety, confidentiality, empowerment, non-discrimination, non-judgement, and human rights. These procedures were shaped with input from migrant women themselves, who helped identify gaps to ensure that helpline protocols reflected real-life challenges.
Everything learned in this training comes directly from the experiences and voices of survivors, stated Chou. The new procedures include a checklist to help staff navigate conversations and referrals, described as complete and practical by Rattana. It aids in gathering the right information to take the best next step.
Helpline staff are reminded to respect the agency of every caller, emphasizing the importance of acknowledging survivors' voices, accepting their choices, and basing services on their needs, not on preconceived notions of what they should do, Chou added.
Sophea Khun, UN Women Cambodia Country Programme Coordinator, highlighted that women migrant workers often face serious risks throughout their migration journey, underlining the importance of quick and safe access to help. UN Women is proud to partner with the Ministry of Women's Affairs in ensuring that helpline staff are ready to listen, support, and respond with care.
About the project, the PROTECT project, titled Ensuring Decent Work and Reducing Vulnerabilities for Women and Children in the Context of Labour Migration in Southeast Asia, is jointly implemented by the International Labour Organization, UN Women, the United Nations Children's Fund, and the United Nations Office on Drugs and Crime.