The Help Hotline 106# is a telephone service managed by the Family and Juvenile Protection Department (FJPD) of the Palestinian Civil Police (PCP), dedicated to callers, particularly women and children, seeking support and guidance if experiencing violence, threats, or abuse. While people at the other end of the line cannot file a formal report through the hotline, they are provided with information and referred to appropriate services for further assistance. Dedicated FJPD police officers receive phone calls from all Palestinian districts.

To enable the FJPD police officers to further enhance their ability in managing the Help Hotline 106#, EUPOL COPPS expert, Anna Sanden, a Swedish Police Adviser specialised in Family and Juvenile Protection, conducted two workshops, one on 18 November and another one on 25 November in Ramallah. The workshop highlighted the Help Hotline 106# ‘critical role as the first point of contact for callers experiencing threats and domestic violence, or other forms of violation.

Ms Sanden who has a 23-year experience with the Swedish police, provided insights to Palestinian Help Hotline 106# dedicated staff, including district-level police officers, on how to further improve the management of calls related to violence and threats. Anna shared  know-how on working on effective communication techniques, including active listening, showing empathy, and maintaining a calm and professional demeanor in potentially distressing situations The workshop focused on how important it is to handle this calls in structured manner and following clear procedures for risk assessment and documentation.