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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.

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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 - Consider Your Center As A Production Line

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

Published: Wednesday, May 26, 2021

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2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


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 a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

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