The programme sought to strengthen the capacity of participants to receive grievances/complaints on Government social protection flagship programmes such as NHIS, LEAP School Feeding and also cases on other social issues such as Domestic Violence, Child Custody, Child Marriage and Gender Based Violence within the mandate of the Ministry.

It was also to enhance the capacity of participants on the operations of SWCES, enable them organize communities’ sensitization for SWCES beneficiaries, report cases that were above them and receive complaints/grievances for redress, aimed at improving transparency and accountability towards achieving efficiency and value for money.

Madam Naa-Dedei Auntie, the Head of SWCES and Principal Social Development Officer at the Gender Ministry in an interview with the media said the SWCES Secretariat mandate is to coordinate and streamline Social Protection related grievance redress to achieve efficiency and value for money.

She noted that SWCES was established in December, 2017 by the MOGCSP with support from the World Bank to strengthen systems and improve coordination among Social Protection (SP) Programmes.

Madam Naa-Dedei Auntie noted that to enable them receive grievances/complaints across the country, a call Centre has been set up at the SWCES Secretariat known as Helpline of Hope Call Centre- complaints handling service where grievances are received via toll free lines of 0800 800 800 and 0800 900 900.

She added that a total of 1,878 reported cases for 2024 of social issues and social protection interventions were received with 90% of them resolved

Also, a Unified Case Management System (UCMS), a web based system has been created for receipt, logging, classification, referral, and resolution of complaints.

And also receiving feedback from programmes on resolution of cases Naa-Dedei again noted that the secretariat has set up a Referral Mechanism to support and strengthen integrated grievance handling service. “They Tracks and ensures prompt redress of complaints made by beneficiaries and stakeholders at the secretariat”, she reiterated.

Frank Adjei, a participant and Kintampo Municipal Officer for Department of Social Welfare and Community Development noted the training has broadened their knowledge and they will be able receive grievances/complaints, resolve cases, make referral of cases above them and appropriately attend to beneficiaries in the communities.

Mrs. Diana Mwinibanzora, Social Welfare and Community Development Officer for Asutifi North noted that the training has enhanced their capacity to deal with reported cases of abuse among others.

The participants were selected officers of the Department of Social Welfare and Community Development from Bono, Bono East, Ahafo and Ashanti Regions.