REPORT ON THE OPERATION OF

THE SOS PHONE LINE FOR CHILDREN AND YOUTH 02

465 316

AND THE SERVICES FOR DIRECT ASSISTANCE AND

SUPPORT

OF THE FIRST CHILDREN'S EMBASSY IN THE WORLD

MEGJASHI

(for the period of November 2017 – November 2018)

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CONTENT:

1. Brief description of the work of SOS line …………………….....................................................................3

2. General overview of the work of the SOS phone line for children and youth 0800 1 2222 and of the
services for direct assistance and support In the period of November 2017 to November 2018………….
4
2.1 General information on the work of the SOS phone line for children and
youth……….………………….5
2.2 Methodology of systematization of data............................................................................................5
3. Callers’ data…………………........................................................................................................................5
3.1 Callers' data according to age………………………………………………………………………………………………………5
3.2 Appeals by children……………………………………………………………………………………………………………………….5
3.3 Data by the sex of the callers……………………………………………………………………………………………………….6
3.4 Data according to the callers' ethnicity............................................................................................6
3.5 Data by the callers' living area……………………..…………………………………………………………………7
4. Manners to make contact…………………………………………………………………………………………………………….8
5. Data about children covered in cases of possible violations of children's rights reported at the
Children's Embassy
Megjashi………………….................................................................................................................8
5.1 Table with categories of problems of child victims……………………………………………………………………….9
5.2. Data on the age of children victims…………………………………………………………………………………………….11
5.3 Data on children whose rights are violated according to their ethnicity……………………………………..11
5.4 Data on children whose rights are violated according to their sex……………………………….……………..11
6. Categories of issues……………………………………………………………………………………………………………………….12
6.1 Violation of children's rights in divorce proceedings…………………………………………………………………..12
6.2 Domestic violence……………………………………………………………………………………………………………………….12
6.3 Sexual abuse……………………………………………………………………………………………………………………………….12
6.4 Begging……………..……………………………………………………………………………………………………………………….12
7. Direct meetings for psycho-social
support………………………………………………………………………………………13
8. Procedures of the free legal
service………………………………………………………………………………………………..13
9. SOS service for material assistance……………………………………………………………………………………………….13
10. Conclusion.........................................................................................................................................14

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 Brief description of the work of SOS phone line so far

The SOS phone line for children and youth has been operating for 26 years (since October
1993) and 20,742 calls have been registered so far. The SOS phone line for children and youth
0800 1222 is a service for direct assistance and support to children, youth and their families. This
telephone for assistance and support has been a promotor of children's rights during all these years.
With the phone call, the children can get assistance and information, expert advice,
psycho-social support, or they can simply talk about the problems they are facing, and the
problems they have no one to turn to. That is why the professional team of the SOS line consists of
pedagogues, psychologists, social workers, psychotherapists and volunteers from these profiles, who
do not provide ready-made solutions to the problems during the conversations, but discuss possible
alternatives to solve the problem which we have been contacted for.
Depending on the problem which we have been contacted for by the callers and
depending on the violation of the children's rights, a free legal service operates along with the SOS
service. It acts by submitting written letters to the competent institutions, but their work does not
stop there. The legal service then follows the procedures taken by these institutions in relation to the
case in question, and reacts if they find that they do not act in the best interest of the children.

The SOS phone line in numbers, during its 26 years of operation

Table 1a: The SOS phone line in numbers in the period 1993-2000

Caller’s sex Caller’s age

Year Number
of calls

up to 12 13-18
male female over 18
years
1993-1994 3769 537 2496 471 2192 370
1994-1995 4609 136 2474 339 2088 183
1995-1996 990 88 328 22 279 115
1996-1997 1294 108 598 46 469 191
1997-1998 1200 107 399 59 279 168
1998-1999 1250 62 259 14 202 105
1999-2000 1000 92 184 11 113 152
Total 14112
Table 1b) SOS phone line in numbers, in the period 2001-2018
2000-2001 143 29 114 43 46 54
2001-2001 77 19 58 0 18 59
2002-2003 324 77 247 12 103 209
2003-2004 414 98 316 43 117 254
2004-2005 912 320 592 198 225 489
2005-2006 704 190 154 / / /
2006-2007 361 / / / / /
2007-2008 360 / / / / /
2008-2009 377 128 231 6 18 353

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 2009-2010 239 163 205 5 16 208
2010-2011 235 73 123 5 10 206
2011-2012 9591
2012-2013 969
2013-2014 123
2014-2015 146
2015-2016 82
2016-2017 98
2017-2018 107

Total 1993-2018 20 742

General consideration of the work of the SOS phone line for children and youth
0800 1 2222 and of the services for direct assistance and support In the period from November
2017 to November 2018, the SOS phone line for children and youth has registered 107 contacts2,
and additionally we communicated with a total of 130, including the first contact. The additional
communication is performed in order to inform the callers on the measures we take, which
institutions are competent, and also they notify us about all the changes that have occurred after
the reported case. The total number of registered callers for the given period is 107. Out of those,
only 3 were children who have called to obtain information on their rights, on some of the problems
they are facing during their development, or to report suspicions of possible violation of their rights.
In 7 of the reported cases, the callers were concerned or they wanted to be informed on the
children’s rights in general, and to alert to any social change which, according to them, could be
reflected directly/indirectly on the children. Based on the information we have received on the
possible violation of the children’s rights and which are structured according to the number of
children included in these cases, we are talking about a total number of 100 children with suspicions
on possible violation of some of their rights. The data show that the poverty is one of the biggest
problems that children face, then domestic violence, child labour abuse (begging on streets), as well
as violation of children's rights during divorce proceedings as one of the biggest problems that
children and their families face. These data indicate that the social protection system needs
strengthening as one of the important measures to reduce child poverty and social exclusionn of
children from the poorest and most vulnerable categories. At the same time, better and more
quality regulation of family relations requires more attention and support from the competent
institutions in order to prevent additional violations of children's rights. The most characteristic data
that can be pointed out for children covered in the reported cases as possible violation of their rights
registered in the Children's Embassy Megjashi are: Poverty – 30 children of the total number live in
substandard conditions on the verge of the poverty. Poverty directly affects the emotional, physical

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When reviewing and analyzing the data, one should bear in mind the fact that since this year the Children's Embassy
Megjashi has a new methodology for recording the data. The term contact refers to once reported case, while additional
communication referes to the 959th time. Child victims are all child victims or potential victims covered in a particular case.

2
Contact is performed by direct call, on the landline telephone number of the Children's Embassy Megjashi -
02/246 5316, via e-mail sos@childrensembassy.org.mk, through the social networks and with a direct visit to
our premises.

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and cognitive development of the children. At the same time, these children live in families at social
risk, where the possibility of violating their rights (right to education, health care, etc.) exists.

Domestic violence – 13 children out of the total number of children as potential victims were
unprotected and exposed to violence in their family in the form of physical, psychological or child
negligence.
Divorce proceedings – 9 children were potential victims of violation of the child's right in divorce
proceedings. Peer violence – 5 children were victims of peer violence. General information on the
work of the SOS phone line during 2018. Data Systematization Methodology
The data were collected on the basis of information we have received about possible violation of
children’s rights, with each contact being recorded as one case. The contact can be realized in the
following manners: by calling the First Children's Embassy in the World Megjashi on the phone
number 2465-316, via our e-mails sos@childrensembassy.org.mk and
info@childrensembassy.org.mk, on the Facebook page of the First Children's Embassy in the World
Megjashi, and by mail and by coming to the First Children's Embassy in the World Megjashi. The
additional communication for each made contact or case is made in order to inform the callers
about the measures we take, which institutions are competent, and also their notifications to us
about any changes in the reported case. These data are expressed as additional communication.
When talking about the number of children in cases where the callers contacted the Children's
Embassy Megjashi for possible violation of the children’s rights, the total number of child victims or
potential victims for whom certain assistance or information was requested is covered. 3. Callers’
data according to their age In the period from November 2017 to November 2018, 107
callers contacted the Children's Embassy Megjashi, 3 of them were children, while the remaining
104 were adults. Most of the adults that reported a case would like to stay anonymous.

3.1 Appeals by children

In this annual report we also notice the small number of children contacting us, so we believe that it
is necessary to work intensively on encouraging children and young people to call and inform
themselves, or to report violations of their rights. The children that have contacted us had questions
or problems related to peer communication, which is in line with the developmental period they are
in. We notice that it is hard for the children and they do not have courage to report serious
violations of their rights. We consider that a possible reason for these data may be the difficulty they
face when talking about their traumas.

3.2 Data by the sex of the callers

In the period from November 2017 to November 2018, a total of 61 females and 35 males have
made a call. According to the table, although the number of male and female callers is not even, it
can be concluded that men also have awareness of the need to report of possible violation of
children's rights and the need for information. They are increasingly encouraged to seek assistance
and support in order to act appropriately, while taking into account the best interests of the child.

Table 1:
Callers Callers’ sex Total
Children 3
Male 2
Female 1
Anonymous 0
Adults 104
Male 33

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 Female 60
Anonymous 11
Unknown 0
Legal entity 0
Media 0
Total 107
3.3 Calling data according to the ethnicity of callers

Table 2:

Macedonians Albanians Roma Other Unknown Total

67 3 20 0 17 107

Regarding the ethnicity of the callers, 67 of the total number of callers are Macedonians, while 3 of
them are Albanians, 20 of them are Roma and 17 of them are unknown. These data show us that it is
necessary to bring the assistance and support services closer to the different ethnic communities in
the Republic of Macedonia. It is particularly important to encourage them to report and not to be
silent on the violation of children’s rights, such as physical and psychological violence against
children within and outside the family, sexual abuse, exploitation of child labour (begging, child
prostitution) and other violations of children's rights that affect the regular growth and development
of the child. The data in the table are expressed in numbers, and with percatages in the graph.

3.4 Data by the callers' living area

Table 3:
Urban Rural Unknown Total
91 5 11 107

120

100

80 Урбана
Urban
Рурална
Rural
60
Непозната
Unknown

40 Вкупно
Total

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Graph 1:

According to the callers’ living area, the majority of the callers, or 91 of them, live in urban areas, 5
of them live in rural area, and for 11 of the callers the living area is unknown. These data show that
the number of callers from rural areas is much lower than the number of callers from urban areas.

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This phenomenon may be due to the low awareness of the people living in rural areas regarding
children's rights, the manner and procedure for their protection, as well as the lack of promotion of
direct assistance and support services in these areas. For this purpose, the use of appropriate
promotional tools for children’s rights in these areas is needed, and in the event of their violation,
these citizens shall be informed that they can call the SOS phone line 02 2 465 316 or they can turn
to the Children's Embassy Megjashi where appropriate psychosocial and legal assistance shall be
provided to them.

Manners to make contact

Table 4:
Email/social Office
Landline Direct networks/mail mobile
SOS line visit phone Total
64 32 5 6 107

In the period from November 2017 to November 2018, the communication with the callers was
mostly performed through the administrative (landline) number of the Children's Embassy
Megjashi, more precisely, 64 conversations were realized. We can notice from the data that the
citizens are sending us electronic reports via e-mail or social media such as Facebook. Namely, 5
written reports were received via e-mail, social networks or mail. In addition to this, the
communication with the callers was also carried out through a direct visit to the Children's
Embassy Megjashi, where the callers received psychosocial assistance. Through the SOS phone line
for children and youth 32 conversations were realized, while we received 6 reports by telephone
conversation (the office mobile phone of the coordinator of the SOS phone line for children and
youth). The data in the table are expressed in numbers.

5. Data about children covered in cases of possible violations of children's rights reported at the
Children's Embassy Megjashi
The data were gathered on the basis of the information we have received about possible violations
of children's rights and are structured according to the number of children covered in the cases. We
are talking about a total number of 100 child victims or potential victims for whom some assistance
or information has been requested.

5.1 Table 5 Categories of issues of child victimsi

Sex of the child victim
Male Female Unknown Total
Domestic violence 3 6 4 13
physical violence 0
psychological violence 2 3 4 9
child negligence 1 3 4

Violence in educational institutions 5 3 0 8

Physical violence between teacher and
student* 0
Psychological violence between teacher
and student 0

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Physical/psychological violence
between two students 3 3 6
Complaints about neglecting students 2 2

Street violence (between peers) 1 0 0 1

1
Juvenile delinquency

Issues in mutual communication

parent-parent
parent-child
with others
Divorce proceedings 6 2 1 9
Issues with granting custody 3 3
Issues with visiting parent-child 3 2 5
Issues with visiting grandmother,
grandfather - child 0

alimony issues 1 1

Issues with proving paternity

Sexual abuse 1 1 0 2
from parent 0
from close person or acquaintance 0

abuse by a minor against a minor 0

suspicion of sexual abuse and
harassment 1 1 2
displaying child pornographic materials
on the internet 0
Juvenile prostitution

Love relationship between minor and

adult 1
1

Children victims of adult violence

physical violence
psychological violence

Physical violence within a foster family

Psychological violence within a foster
family
Abuse by medium

Institutional abuse 1
1

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 Begging on the streets by children
and young people 0 0 10 10
10
Health issues 3 0 0 3
mental health 3
health donations
Internet abuse

Pregnancy Information 1
1
Child labour abuse

Legal advice and information

Requesting material or financial

assistance 30
5 3 22
Information on children’s rights and
child protection 7
3 4
Housing issues 4
3 1
Children with special educational
needs

Counseling 3
2 1

School enrolment issues 1

1
Peer violence 5
5
Other 1
Information on the recognition of drug
use 1
Total 40 23 37 100
According to these data, the largest number of children - potential victims, 30, live in poor families
who can barely feed themselves. Further, the rights of 10 children were violated in the form of
labour abuse (begging on the streets). 9 children had their rights violated during divorce
proceedings or after the divorce. These children can be placed in the category of child victims since
they suffer because of the problems between their parents, which most often relate to their mutual
communication. This year it was noticed that 5 children were victims of peer violence, and
assistance, support and information has been seeked for 3 children regarding their mental health in
the direction of recognizing and acting upon childhood depression. 13 children were domestic
violence victims, that is abuse and neglect by parents/guardians who physically and mentally harass
them. These data encourage us to think in the direction of raising the awareness of the importance
of mental health in the form of prevention and protection of children. The actualization of peer

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violence, as well as planning activities to help and support children with endangered existential
rights as a result of poverty are also very important aspects to help and support children in the light
of their best interest.

5.2 Data on the age of children whose rights are violated

Table 6:

0 to 5 6 to 14 14 to 18 Unknown Total
7 48 5 40 100

According to the age, the largest number of children – potential victims, a total of 48, are at the age
of 6-14. From this data it can be concluded that the most common victims of violence or violation of
some of their rights are the children of school age. We do not know the age of 40 of the children –
potential victims, since those who called that in did not provided us with that information. Further
on, 7 of the children of preschool age of 0-5 had their rights violated or there is a suspicion of
violation of their rights, and 5 children at the age of 14-18, i.e. adolescents, had their rights violated.

5.3 Data on children whose rights are violated according to their ethnicity

Table 7

Macedonian Albanian Roma Unknown Total

51 5 27 17 100

Taking into account the fact that in the period between November 2017 and November 2018, most
contacts have been made with citizens belonging to the Macedonian ethnic community, it is no
surprise that the highest number of reports for violations of children’s rights is related to children
who are members of the Macedonian ethnic community, or 51. The data show that 27 children are
of Roma ethnic community, and 5 children are from the Albanian ethnic community. According to
the data, we are unfamiliar with the ethnicity of 17 children, since the callers have not provided us
with that information, which does not exclude the possibility that they belong to one of these three
ethnic communities or to another.

5.4 Data on children – potential victims according to their sex

Table 8

male female Unknown Total

40 23 37 100

From these data we can notice that there is a violation of rights in girls (23) as well as in
boys (40), this year more of the children victims are boys, and we do not know the gender of 37 of
the children victims because the callers did not provide us with that information. From these data
we can notice that the children, regardless of their sex, are victims of any form of violation of their
rights.

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6. Categories of issues

6.1 Poverty and begging – child labour abuse

In the reporting period, 30 children lived in poverty, while it has been reported that 10
children were begging on streets. A certain number of citizens of the Republic of
Macedonia do not exercise the right to financial assistance, or the assistance is not
sufficient, and thus they face poverty. For these reasons, children can most often be found
at the street junctions, often under the pressure of their parents/guardians or other
organized groups to beg or sell different items in order to provide financial resources. While
begging on the streets, these children are usually excluded from the educational process.
Living in poverty directly affects the overall growth and development of children. These
children are socially and educationally excluded possible victims of discrimination and do
not have the opportunity to exercise their rights. Changes in the system of social protection
and the involvement of these children in programs for re-socialization, assistance and
support are necessary in order to make it easier for them to engage in social life. But, most
importantly, the existential needs of these children and families must be satisfied.

6.2 Domestic violence

Out of the total number of cases, 13 of them refer to domestic violence in the given period.
According to the data, the children are victims of psychological abuse or neglect by their
own parents. Every day, these children are exposed to humiliation, insults, beatings, or the
existential needs are not met as a measure of discipline and upbringing, which
unfortunately is used by their parents. All of this affects their optimal psycho-physical
development.

6.3 Violation of children's rights during divorce proceedings

According to the data, 9 children are victims of violation of their rights during divorce
proceedings. From these data we can notice that the right of the child to see one of the
parents is mostly violated. Apart from the problem they have with seeing one of the
parents, children are also prevented from exercising their right to see other members of
their immediate family. According to the data, we can notice that divorce proceedings are
becoming more frequent and the biggest victims in the process are the children who suffer
from communication problems of their parents. At the same time, there are also issues with
granting custody.
The opinion of the child is not always taken into account during the divorce proceedings,
and therefore the children most often have to contact one of the parents, even though that
is against their will. The children are also “victims” in these situations, because there are
parents who consciously or unconsciously use their child as a means in mutual proving and
demonstrating power to the other parent, while neglecting the interest of their child.

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6.4 Peer violence

According to the data, 5 children were victims of peer violence. This form of violence is
increasingly being actualized in our country. But its recognition and proper response when
determined is not yet at an appropriate level. Raising awareness of the seriousness and the
effect of peer violence on the child's life is necessary.

6.4. Sexual abuse

In the period from November 2017 to November 2018, we have received information on 2
cases of suspicion of sexual abuse. It is characteristic that the perpetrators of these crimes are also
minors, that is, older minors who commit sexual abuse against a younger minor.

7. Direct meetings for psycho-social support

In the period from December 2017 to December 2018, the Children's Embassy Megjashi has
had meetings at the request of the concerned parents, children and/or youth. The meetings were
mostly related to the procedures of the free legal service or were made to the requests of the
callers, and they referred to psychological advice. Additional contacts with the callers were made
through direct meetings, but also the callers who wanted to discuss a certain problem in more detail
came directly to the premises of the Children's Embassy Megjashi.

8. Procedures of the free legal service

Besides the free SOS line for children and youth, there is a free legal service within the First
Children's Embassy in the World Megjashi. In this period, the legal service acted in relation to the
reported cases in the form of information and at the request of the callers themselves. The Legal
Service submitted letters to the relevant institutions that are competent to act in the area of
protection of children's rights. This years experience shows that the institutions of the system that
are competent to act are more open to the citizens. This is a positive stimulation for appropriate
response in cases when citizens need a systematic solution to their problem. We have addressed the
Ministry of Labour and Social Policy of the Republic of Macedonia on several occasions on the phone
number 15 505, in order to report a violation of the children’s rights for children at social risk, and
we have received feedback on the undertaken measures. At the same time, we addressed to the
State Educational Inspectorate, as well as in the Centres for Social Work in the Republic of
Macedonia towards faster action and protection of the child as a possible victim.

9. Conclusion

From the obtained data, we come to the conclusion that for the reporting period from
November 2017 to November 2018, the biggest problems for the callers, unfortunately, are related
to poverty as one of the main problems that children face. They are directly involved in the fight

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against poverty that their parents lead. Considering that the only way out is for them to provide
financial resources, we see cases where children sell various things, collect plastic, paper, and so on.
In cases of begging on the streets, there is a serious danger that children become victims of the most
severe forms of abuse. At the same time, their possibility and right to be educated and to have a
comfortable life as their peers are denied. The problems that arise are violation of children's rights
to see one of the parents or to see their grandparents. In these cases, the children become victims of
the inability of their parents to settle, that is, they become victims of the lack of communication that
occurs between their parents who are in the divorce proceedings or have already been divorced. The
inability to see one of the parents is presented in the form of irregularity of the child's visits to the
other parent, where there is a problem in the communication of both parents. With the inability of
the child to see one of the parents, the child is deprived the right to grow and develop healthy and
with both of the parents.

It is necessary for the children to feel understood, accepted and most importantly, protected
from everything. The must know and feel that someone cares for them; their parents, guardians, the
extended family, the system and the state.

One type of prevention of all issues and possible violations of children's rights is the
appropriate parent-child or guardian-child relationship. Parents/guardians should be in constant
communication with their children, and to actively listen to them and trust them. They need to be
interested in how their children really feel in order care for them, and thus prepare them to protect
themselves in the living area, that is, to cultivate self-protection capacities in them.

In order to reduce and prevent aggression and violence, it is necessary to sensitize parents
(adults) and children for the ways of mutual communication, acquiring skills for non-violent conflict
resolution, developing skills for mutual tolerance, empathy, and introducing peace education in
schools.

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We thank everyone who supports the work of
the SOS phone line for children and youth!

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 “These materials/products are financed by
the Government of Sweden. The
responsibility for the content belongs entirely
to the implementer. The Government of
Sweden does not have to share the expressed
views and interpretations.”

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