Indonesia is one of the largest migrant worker-sending countries in the world. According to the International Labour Organization (ILO), there were around 8.5 million Indonesian migrant workers in 2019, with the majority working in Malaysia, Saudi Arabia, and Taiwan. These workers often face various challenges, from language barriers and cultural differences to exploitation and abuse. To address these challenges, the Indonesian government has established “Call Center TKI” (Tenaga Kerja Indonesia) to provide support and assistance to Indonesian migrant workers worldwide.
What is Call Center TKI?
Call Center TKI is a 24-hour helpline service for Indonesian migrant workers and their families. The service is operated by the Ministry of Manpower and Transmigration, in collaboration with the Ministry of Foreign Affairs and other government agencies. Call Center TKI aims to provide timely and effective assistance to Indonesian migrant workers in various situations, including legal, health, and social issues.
How Does Call Center TKI Work?
Call Center TKI operates through a toll-free number, 158. When Indonesian migrant workers or their families call the number, they will be connected to a trained operator who can speak Indonesian, English, and other languages. The operator will then provide assistance, advice, and referrals to the appropriate government agencies and non-governmental organizations (NGOs).
Call Center TKI also offers other services, such as SMS notifications, email support, and social media engagement. These services allow Indonesian migrant workers and their families to access information and assistance conveniently and quickly.
What Services Does Call Center TKI Offer?
Call Center TKI offers a wide range of services to Indonesian migrant workers and their families, including:
- Legal assistance, such as providing information on labor laws and regulations, and referring cases to legal aid organizations.
- Health assistance, such as providing information on health and safety issues, and referring cases to healthcare providers.
- Social assistance, such as providing information on welfare programs, and referring cases to social workers.
- Emergency assistance, such as providing information on emergency contacts and procedures, and referring cases to emergency services.
- Information assistance, such as providing information on migration procedures and documentation requirements.
Call Center TKI also collaborates with other government agencies and NGOs to provide other services, such as repatriation assistance, skills training, and entrepreneurship programs.
What Are the Benefits of Call Center TKI?
Call Center TKI provides many benefits to Indonesian migrant workers and their families, including:
- Access to timely and effective assistance, which can help them navigate various challenges and risks they face while working abroad.
- Access to information and resources, which can help them make informed decisions and protect their rights and interests.
- Improved communication, which can help them maintain contact with their families and communities back home.
- Empowerment, which can help them become more self-reliant and resilient in dealing with various issues and situations.
What Are the Challenges of Call Center TKI?
Despite its many benefits, Call Center TKI also faces various challenges, such as:
- Limited resources, which can affect its capacity to respond to the high demand for assistance from Indonesian migrant workers and their families.
- Limited awareness and use, which can affect its ability to reach and serve its target audience effectively.
- Limited coordination and collaboration, which can affect its ability to provide integrated and comprehensive services to Indonesian migrant workers and their families.
- Limited feedback and evaluation, which can affect its ability to assess and improve its performance and impact.
What Is the Future of Call Center TKI?
Call Center TKI is an important initiative that deserves continued support and improvement. To ensure its sustainability and effectiveness, Call Center TKI needs to address its challenges and capitalize on its opportunities, such as:
- Strengthening its institutional capacity, by improving its human resources, technology, and financing.
- Enhancing its outreach and promotion, by developing effective communication and marketing strategies that target its key audiences.
- Expanding its partnerships and networks, by collaborating with other stakeholders, such as private sector actors, civil society organizations, and international organizations.
- Improving its monitoring and evaluation, by developing robust and relevant indicators and methodologies that can measure its performance and impact.
By doing so, Call Center TKI can continue to support and empower Indonesian migrant workers and their families, and contribute to Indonesia’s efforts to promote safe, orderly, and regular migration.
