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🌍 OpenCHS – Revolutionizing Child Protection with Smart Case Management ​

OpenCHS equips child protection agencies with a powerful, all-in-one platform to manage cases more efficiently. From real-time reporting and automated workflows to multi-channel support, empower your teams to track, respond, and resolve cases faster. Strengthen collaboration, ensure compliance, and provide vulnerable children with the care they need, when they need it most.

✨ Features ​

Call Management ​

Core Features

  • Call Management: Unlimited simultaneous calls, automatic call recording, call transfer, forwarding, and teleconferencing.
  • Voicemail & Notifications: Voicemail-to-email with personalized greetings.
  • IVR (Auto Attendant): Multi-level interactive voice response with time-based call routing.
  • Call Routing & Queuing: Skill-based, time-based, and least-cost call routing with queue management.
  • Security & Encryption: SIP authentication, TLS encryption, and IP blacklisting.
  • Reporting & Analytics: Call detail records (CDR), queue statistics, and performance reports.
  • Unified Communications: WebRTC browser-based calls.
  • API & Third-Party Integrations: CRM systems, SMS gateways, and webhooks.

Incoming AI-Powered Features

To enhance the helpline’s operational efficiency and user experience, we plan to integrate AI-powered Automatic Speech Recognition (ASR) and call filtering:

  • Automatic Speech Recognition (ASR): Powered by OpenAI Whisper, enabling real-time transcription of calls for:
    • Enhanced caller experience
    • Accurate logging of conversations
    • Multilingual support
    • Sentiment analysis
  • Prank Call Filtering: AI models trained to detect and block nuisance calls based on historical patterns and voice signals.
  • Blank Call Detection: Automatic rejection of silent or low-noise calls using noise threshold detection.
  • Spam Call Identification: AI-based pattern recognition to automatically flag and block spam calls.

Case Management ​

Core Features

  • Case Intake & Registration: Automatically logs cases from voice calls, SMS, or web forms, assigning a unique case ID for tracking.
  • Case Assignment & Prioritization: Assigns cases to social workers or case officers based on urgency and workload, with the ability to flag high-priority cases.
  • Action Tracking: Records every action taken on the case through time-stamped logs, including follow-ups, referrals, and case notes.
  • Collaboration & Referrals: Facilitates seamless collaboration by assigning cases to multiple service providers and tracking the referral journey.
  • Reporting & Audit Trails: Automatically generates case reports and maintains a detailed log of all case activities to ensure accountability and compliance.

Incoming AI-Powered Features

To further enhance the system's efficiency and responsiveness, AI capabilities will be integrated to automate key processes:

  • Automatic Speech Recognition (ASR): Real-time transcription of voice calls using OpenAI Whisper, making it easier to document and analyze conversations.
  • AI-Based Call Filtering: Automatically filters out blank, prank, and spam calls, allowing agents to focus on genuine cases.
  • Intelligent Case Prioritization: Uses keyword detection and sentiment analysis to automatically flag urgent cases, ensuring faster response times for high-risk situations.
  • Automated Case Summarization: Generates brief, structured summaries from call transcriptions and action logs, improving efficiency in case reporting.
  • Predictive Case Escalation: Identifies cases that need immediate intervention based on language patterns and emotional distress signals.

Multi-Channel Support for Case Management ​

Current Features

The system currently supports multiple channels to ensure that individuals can reach out in the way that best suits their situation:

  • Phone Calls: Voice calls are a primary method for case intake, enabling individuals to speak directly with case officers or helpline agents. These calls are automatically logged into the system for case creation and follow-up actions.
  • Web Forms: Web forms provide a self-service option for individuals to report cases or request updates online. This method is particularly useful for those with internet access, allowing them to submit detailed reports at their convenience.
  • Social Media: Social Media platforms like WhatsApp, Facebook, and Twitter enable users to report cases and communicate with the helpline team in real-time. These platforms cater to a broader audience, especially the youth and tech-savvy individuals who may prefer using these channels over traditional ones.
  • In-Person Reports: In-person submissions at designated service provider offices or partner organizations ensure that individuals without access to digital channels can still report cases. Staff at these locations manually input case details into the system, ensuring no one is left behind.

Incoming AI-Powered Features

To enhance the system's accessibility and efficiency further, AI-driven upgrades are being introduced to streamline the multi-channel process:

  1. Automated Case Intake via Social Media: AI-powered chatbots integrated with social media platforms like WhatsApp and Facebook Messenger will enable instant case intake, allowing users to report issues in real time. These bots will help with initial case triaging and automatically route cases to the appropriate department based on urgency.
  2. Voice-to-Text Conversion: OpenAI Whisper will transcribe voice calls in real-time, ensuring accurate documentation of case details without requiring manual input. This will enable more efficient case tracking and resolution.
  3. AI-Driven Case Routing & Prioritization: With AI-enhanced case routing, the system will automatically assign cases to the most suitable social worker or service provider, based on the communication channel and urgency level.
  4. Real-Time Multi-Language Support: AI will provide automatic language detection and translation for cases submitted through phone, web, or social media channels. This ensures that language barriers do not hinder access to support for individuals from diverse linguistic backgrounds.

Real-Time Reporting for Case Management ​

Current Features

  • Case Metrics Dashboard: Provides a centralized view of case statuses, categories, and outcomes, enabling users to track the progress of cases in real time.
  • Trend Analysis: Offers tools for analyzing trends, such as rising cases of child abuse or migrant exploitation, helping to forecast and address potential issues.
  • Custom Reports: Allows the generation of detailed reports based on specific case criteria (e.g., case status, priority level, service provider), with filtering options for tailored insights.
  • Real-Time Data Updates: Ensures that case data is always up to date, allowing users to make decisions based on the latest information.
  • Visualization Tools: Integrates data visualization, such as charts and graphs, for easier interpretation of complex case data, helping to identify patterns and areas that need attention.

Incoming AI-Powered Features

  • AI-Driven Insights: Leverages machine learning algorithms to analyze data trends, identify emerging patterns, and provide predictive insights on case developments and outcomes.
  • Automated Report Generation: Automates the creation of custom reports, reducing manual effort and ensuring timely access to insights.
  • Sentiment Analysis: Uses AI to perform sentiment analysis on case notes and interactions, helping to gauge emotional distress levels and prioritize cases needing immediate attention.
  • Real-Time Dashboards: Provides dynamic, live-updating dashboards that allow decision-makers to monitor case data in real-time, making it easier to track key metrics and adapt to emerging needs.
  • Performance Metrics: Tracks the efficiency and performance of case management staff, identifying bottlenecks and areas for improvement in service delivery.

NEW AI General Features ​

  • AI-Driven Case Triage: Automates the categorization and prioritization of VAC and GBV cases based on severity, enabling quicker response times.
  • Automated Transcription: Converts voice interactions into accurate text in real-time, reducing manual data entry and improving data accuracy.
  • Language Translation: Automatically translates native languages to English, ensuring clear communication with survivors from diverse linguistic backgrounds.
  • Real-Time Decision Support: Provides case workers with actionable insights to prioritize urgent cases and allocate resources effectively.
  • Open-Source Accessibility: Makes the solution open-source to enable adoption by other organizations, promoting broader impact and scalability.
  • Enhanced Data Security and Privacy: Ensures the secure handling of sensitive data, maintaining privacy and compliance with relevant data protection regulations.

🌟 Our Achievements ​

🇰🇪 Kenya – Comprehensive Implementation of OpenCHS ​

  • Year: 2019
  • Partners: Childline Kenya, Ministry of Gender and Youth Affairs, Ministry of Labour and Social Protection (State Department for Children Services), UNICEF Kenya Country Office
  • Support: UNICEF
  • Impact: Improved response times, enabled multi-channel reporting (Voice, SMS, WhatsApp, U-Report), and introduced a mental health chatbot for immediate child support.

🇺🇬 Uganda – Transformative Deployment for GBV & VAC ​

  • Year: 2019
  • Partners: Sauti, Ministry of Gender, Labour and Social Development (MGLSD), UNICEF Uganda Country Office
  • Support: UNICEF
  • Impact: Strengthened national helplines with AI-driven case tracking, real-time dashboards, and integration with social protection & police systems for coordinated responses.

🇹🇿 Tanzania – National Child Helpline Transformation ​

  • Year: 2019
  • Partners: C-Sema, Ministry of Community Development, Gender, Women and Special Groups (formerly MCDGEC), UNICEF Tanzania Country Office
  • Support: UNICEF
  • Impact: Introduced automated call handling, real-time monitoring, and customizable reporting, improving responsiveness and case resolution.

🇱🇸 Lesotho – Enhanced National Child Helpline ​

  • Year: 2022
  • Partners: Lesotho Ministry of Social Development (Child Protection Services), National Child Helpline, UNICEF Lesotho Country Office
  • Support: UNICEF
  • Impact: Expanded helpline capacity with multi-channel support, real-time dashboards, mental health chatbot, and automated escalation protocols.

🤝 Our Partners ​

  • UNICEF (Kenya, Uganda, Tanzania, Lesotho Country Offices)
  • UNFPA
  • Ministry of Labour and Social Protection (Kenya – State Department for Children Services)
  • Ministry of Gender, Labour and Social Development (Uganda)
  • Ministry of Community Development, Gender, Women and Special Groups (Tanzania)
  • Lesotho Ministry of Social Development (Child Protection Services)
  • Sauti 116 Helpline
  • Childline Kenya

🌐 Join Our Community! ​

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