NoFYL’s 2394 Hotline: A Lifeline for GBV Survivors in Gedo

Northern Frontier Youth League (NoFYL), with support from UNICEF, established complaint and response mechanisms (CRMs) in Bardheere, Doolow and Belet-Xaawo, Gedo region. The CRMs feature Hotlines and suggestion boxes, which provide safe, accessible channels for GBV survivors and displaced persons to share feedback, report concerns, seek help and receive timely assistance.

Among these CRMs, the toll-free 2394 hotline provides 24-hour confidential support for women in crisis. The calls come primarily from women who are victims of violence, including gender-based violence. The experiences that women have on hotline calls can be the difference between finding safety or remaining in a violent situation.

We receive 20 or more calls a day from all over Gedo,” explains Aisha Mohamed, a hotline attendant. “Calling the 2394 hotline is free. The cases are very different, and so are the people [seeking support]. We have an individual approach to everyone. Our goal is to listen carefully to the person so that the help is as effective as possible.”

The Hotline has become a key part of GBV referral pathways, particularly for those who may feel unable to speak to service providers in their local communities. Survivors often fear retribution, stigma, or a lack of available services, making confidential hotlines a crucial alternative.

In addition, helplines can provide marginalized groups including people with disabilities, male survivors or elderly people a safe way to report grievances, as they may be unsafe or uncomfortable to approach a facility in person

In the first ten months of 2024, more than 2800 people called for support – nearly 300 more than in the previous year, underscoring the importance of this service. Callers will be connected with trained social workers as well as legal and psycho-social support counsellors.

Anyone can call in and anonymously report their own incident, or even an incident they have witnessed, to receive coordinated and sustained support. The helpline allows GBV supporters to register their complaints, and also connects them to the service providers. A key feature of the 2394 hotline is its emphasis on confidentiality. Survivors often face significant societal pressure to remain silent about their experiences, particularly in cases involving intimate partner violence or cultural practices such as FGM

“Most calls come from women experiencing violence in marriage or other forms of GBV,” explains Aisha. “Sometimes, we receive calls from women in imminent danger, which is the hardest part of our job. In such cases, we act immediately, connecting them with our focal points who can intervene.”

One such intervention changed the life of Hodan*, a survivor of intimate partner violence. She recalls: “For years, I was trapped in an abusive marriage with no one to turn to. One day, I gathered the courage to call the hotline. The social worker listened to me, and within hours, I was connected to a safe space and GBV one-stop center. That call saved my life.”

Halima*, another survivor, shares her gratitude: “I never thought anyone would believe me or help me. But when I called the hotline, they listened. They supported me, and now I have a new beginning. I encourage every woman suffering in silence to reach out. You are not alone.”

Not all calls come from survivors themselves. Concerned individuals often report cases, leading to life-saving interventions. Aisha recalls a call from a man worried about a woman in his neighborhood:

He called and said there is a woman next door, and she gets beaten every day. She never leaves the house”. Aisha immediately communicated with the GBV focal points in the area. ‘’We learned she was physically abused by her husband for years. She was not allowed to go outside or talk to anyone, including her neighbors.” Together with the community leaders, the woman got assistance, and Aisha is grateful to the man who made the call.

NoFYL is currently promoting the hotline service through different platforms, including the media, to raise awareness of the service. By raising awareness, they aim to ensure that every survivor knows help is just a phone call away.

NoFYL’s Toll-Free Hotline 2394 is more than just a number—it is a lifeline for thousands of survivors of gender-based violence. For many, it serves as the first point of contact in seeking justice and healing. Its impact extends far beyond individual cases, and helping to break the silence surrounding GBV. Its importance cannot be overstated. As awareness grows and the hotline expands, it will continue to play a pivotal role in Somalia’s efforts to combat gender-based violence, offering survivors a safe, confidential and empowering way to break free from violence.

*Names changed for privacy*