A Simple Call That Changed a Life
In the heart of Palabek refugee settlement, hope often arrives in unexpected ways sometimes in the form of a phone call. For many refugees and host community members in Uganda, the Inter-Agency Feedback, Referral and Resolution Mechanism (FRRM) toll-free line (0800-323232) is more than just a helpline; it’s a bridge to solutions, services, and new beginnings.
Established under the Comprehensive Refugee Response Framework (CRRF) by the United Nations High Commissioner for Refugees (UNHCR) in 2017, the FRRM has transformed how refugees and asylum seekers report problems, access information, and request support. With each call routed to the relevant partner organizations across locations, urgent needs are quickly identified and addressed.
In Palabek settlement, the Lutheran World Federation (LWF), as the lead protection partner, receives these referrals and swings into action one case at a time. For 22-year-old South Sudanese refugee Opio Denish, one such call became the turning point in his life.
Denish fled South Sudan in June 2023 and was settled in Zone 06, Block 08, with his family. Identified as a Person with Specific Needs (PSN), Denish struggled with mobility, confined to his home without any device to assist his movement. His mother, Amalo, watched helplessly as her son missed out on school and community activities. “I sometimes shed tears when I look at my son staying home and other children are at school just because I can’t afford a wheelchair for his movement to school and other public places,” she shared.
Desperate for help, Amalo reached out through their block leader, who called the FRRM helpline. That call was directed to LWF, who conducted a home visit, assessed Denish’s situation, and recommended urgent mobility support. In October 2024, after an orthopedic medical officer’s assessment, LWF provided Denish with a tricycle, a simple device that completely transformed his life.
"I thank LWF for the tricycle that they gave me, and I am very happy that I can now move to attend church and market days, learning like my other friends. I also thank our block leader for calling UNHCR (IFRRM toll-free line)," said Denish.
Beyond the tricycle, LWF offered continuous psychosocial support, referrals for livelihood support, and essential household items. “I am grateful to LWF for regularly visiting and supporting our family with many things like sleeping mats, mattresses, mosquito nets, soap, clothes, and a tricycle. We would not have managed without their support,” said Amalo.
For Denish, the support sparked hope and ambition. “My prayer is to get connected for skill training. I can do a lot of things like business and physical work like shoe mending,” he shared. His recommendation to others is simple but profound: to use the support provided by humanitarian agencies for the right purpose.
Through the FRRM helpline and LWF’s timely intervention, lives like Denish’s are being changed every day in Palabek. This mechanism not only addresses individual needs but also fosters inclusion and dignity for persons with disabilities, enabling them to access education, healthcare, and participate in community life.
In Palabek, one call truly can change everything.
