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News : Greece Highlights: Tracing Mechanism Helps identify Children in Danger

#contactcenterworld, @refugees

Athens, Greece, May 24, 2021 -- Vulnerable asylum-seekers, including children who are alone in Greece, have needs that require tailored support so as to ensure they are effectively protected. Significant gaps remain in the protection of asylum-seekers and refugees in Greece, which continue to affect negatively particularly those most vulnerable. A positive development this month was the establishment of a helpline to find emergency housing for unaccompanied children who are homeless or live in dangerous conditions.

Lone children are extremely vulnerable and often face insecurity and neglect. As of 6 April, a tracing mechanism is activated to quickly identify children who are on their own in Greece and homeless or living in precarious conditions, and transfer them to safe shelters in the country.

The mechanism was launched jointly by the Special Secretary for the Protection of Unaccompanied Minors of the Ministry of Migration and Asylum and UNHCR. The initiative was also in collaboration with the International Organization for Migration (IOM), Arsis, METAdrasi and the Network for Children’s Rights. The mechanism is co-funded by the Asylum, Migration, and Integration Fund of the European Union.

The tracing mechanism includes a 24/7 helpline available in six languages. The helpline - operated by UNHCR experts deployed at the Special Secretariat for the Protection of Unaccompanied Children – provides step-by-step guidance to children, citizens, local and public authorities on what to do when an unaccompanied child is found and until they are given emergency accommodation. In its first month of operation, the helpline assisted over 80 unaccompanied boys and girls who were living in insecure conditions. Children are in need of special protection against the multiple dangers they face along their journey, among them violence, sexual abuse, human trafficking and exploitation Under this new initiative, children are also provided with material and psychosocial support, interpretation, safe accompaniment when outside the accommodation, including representation during registration procedures with authorities and educational activities through mobile units, day centres and information desks established in Athens and Thessaloniki. Unaccompanied children in emergency accommodation receive specialized support until they are transferred to longer-term accommodation, after an assessment of their needs, their background and the options available in Greece.

Following the increased arrivals of 2015 in Greece, hundreds of unaccompanied children arrived in the country. They lacked appropriate support, housing, and guidance. With overloaded asylum reception structures, children often ended up in unsuitable conditions in police stations or detention centres for long periods of time.
The launch of the tracing mechanism comes after a series of positive developments for the protection of unaccompanied children in Greece.

Almost all of them have been evacuated from reception and identification centres where conditions were dire. UNHCR estimates that as of 15 April, only 112 remained in reception centres.

The practice of holding unaccompanied children in detention facilities for ‘protective custody’ – which lasted for nearly 20 years and affected over 100 children each month since 2017 – was abolished in December 2020. The practice had led to judgments against Greece by the European Court of Human Rights and had been widely condemned by rights groups. The relocation of unaccompanied children to other European countries continues but additional places are needed to support Greece. As of 28 April, 761 unaccompanied children have been relocated from Greece to Germany, France, Finland, Portugal, Belgium, Luxembourg, Ireland, Bulgaria, Switzerland, the Netherlands and Lithuania.

#contactcenterworld, @refugees

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - New Opportunities

Read today's tip or listen to it on podcast.

Published: Wednesday, May 26, 2021

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2022 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

About us - in 60 seconds!

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