The recently launched call centre will serve as a source of information for approximately 169,000 Lebanese families benefitting from social assistance programmes. The call centre has the capacity to handle 20 calls at the same time; responding to families' inquiries and taking their complaints. This is a key milestone towards boosting government accountability by strengthening two-way feedback channels for families applying for or receiving social assistance.
This initiative falls under WFP's technical assistance portfolio aimed at strengthening national social safety nets, as Lebanon continues to struggle with economic and financial crises for the fifth year consecutively.
At its inception, the call centre will be dedicated to people benefiting from the National Poverty Targeting Programme (NPTP) and the Emergency Social Safety Net Programme (ESSN). The ministry has plans to expand the call centre's reach to people benefitting from other social safety programmes the ministry implements.
This call centre is an important step towards strengthening Lebanon's social safety nets, it will help us reach families more efficiently in these challenging times. Working hand-in-hand with the Ministry and our generous donors, we're building a responsive system that delivers real impact for those most in need," said WFP Country Director in Lebanon Matthew Hollingworth.
Amidst the ongoing economic crisis, many Lebanese families rely on social assistance programmes, which has been providing most-needed support in an unstable economy. Currently, nearly half of the country's population now live in poverty and food insecurity has been on the rise. It is projected that food insecurity will affect nearly one-quarter of the population (1.26 million people) between April and September 2024.
Continued support from donors who invested in social safety net programmes is crucial for MoSA and WFP to maintain their longstanding partnership and advance the social protection agenda in Lebanon.
