Natalia (name changed for security reasons), an operator at the psychological support hotline, understands the challenges faced by families of military captives and the missing firsthand. She herself is the spouse of a Ukrainian Defender currently held in captivity. Her desire to help others facing similar experiences led her to work on the hotline, supported by the kindness of strangers. "Simple people help each other - that's the spirit," Natalia emphasizes.
In times of war, everyone must contribute in their own way. Natalia, as a psychologist, chose to be of service on the frontline of the hotline. However, the scale and brutality of the current conflict have presented unprecedented challenges. Continuous training, supervision, and support are essential for hotline staff to navigate this complex landscape effectively.
The hotline operates from 9:00 AM to 6:00 PM every day, offering psychological assistance to anyone in need. Communication channels vary, including phone calls and messaging apps, ensuring accessibility for diverse needs. Natalia and her team also maintain support groups for families of captives and the missing, providing ongoing assistance and solidarity.
Engagements with callers typically last up to 40 minutes, often dealing with emotional burnout. Providing support in such circumstances requires immense emotional and physical resilience. Natalia emphasizes the importance of helping individuals find hope amidst adversity, encouraging them to focus on positive aspects of their lives.
In cases of missing persons, the hotline provides families with actionable steps, including filing police reports and leveraging various support channels. Detailed protocols guide families through the process, offering clarity and support during distressing times.
Additionally, national agencies and organizations play crucial roles in coordinating efforts to locate and support captives and their families. The hotline serves as a central resource for disseminating information and providing guidance to those in need.
Natalia reflects on the profound impact of projects like the hotline, emphasizing the importance of raising awareness about their availability. By ensuring that individuals in distress know where to seek support, communities can foster resilience and solidarity in the face of adversity.
As the conflict persists, Natalia remains committed to her mission, believing in the power of compassion and solidarity to overcome even the most daunting challenges.
The hotline initiative for providing psychological assistance is part of a project implemented by the NGO "International Confederation for Combating Corruption, Organized Crime, and Terrorism" in partnership with the NGO "Self-Help Communities," with support from the UN Development Programme (UNDP) under the UN Peacebuilding Programme, funded by the European Union.
The views, recommendations, and conclusions expressed in this article are solely those of the authors and do not necessarily reflect the official position of UNDP, the UN, the European Union, or other international partners.
The UN Peacebuilding Programme (UN RPP) is carried out by four UN agencies: the UN Development Programme (UNDP), UN Women, the UN Population Fund (UNFPA), and the Food and Agriculture Organization of the United Nations (FAO).
The program is supported by eleven international partners: the European Union (EU), the European Investment Bank (EIB), the U.S. Embassy in Ukraine, as well as the governments of Denmark, Canada, the Netherlands, Germany, Poland, Switzerland, Sweden, and Japan.
