"Chamada pelo Acolhimento”

The Women’s Support Helpline—known in Brazil as Ligue 180—is a vital public service in the fight against violence against women. In 2023 alone, it received over 560,000 calls, averaging 1,558 calls per day. In partnership with the National Secretariat for Combating Violence Against Women of the Ministry of Women, Serenas led a project to enhance the quality of care provided by hotline operators, making it more humanized and effective. The initiative was also supported by Mapa do Acolhimento and funded by the British Embassy in Brazil.

This is how “Chamada pelo Acolhimento” (in english, Call for Support) was born—an initiative to improve the quality of service provided by professionals at the Women’s Support Hotline. Combining theory and practice, we worked to transform how Ligue 180 operates. We produced a comprehensive Information Guide, delivered in-person training sessions for hotline operators, and launched a webinar to raise awareness. Additionally, we created six video lessons, covering everything from the roots of gender-based violence to self-care for frontline professionals. Every output was designed to provide practical tools and promote awareness, ensuring a more human and effective response for survivors of violence.