Christelle is in charge of the pre-reception, it is she who directs callers to child protection professionals.
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H.Sergent / 20Minutes
Despite the constraints related to the health crisis, 119 remains accessible 24 hours a day, seven days a week.
This free issue is aimed at children who are victims or witnesses of physical, sexual or psychological violence, but also at adults who may report danger to a child.
Since its creation, thirty years ago, the number of worrying information reported by 119 to the child protection services has increased considerably.
A trend that has intensified with the coronavirus epidemic.
On the listening platform, on this Wednesday afternoon, it was difficult to hear the ringing emanating from the phones.
In Christelle's headset, however, the calls are linked.
"Hello, I'm listening to you."
Are you calling for one or more children?
Is he in a dangerous situation?
I'll put you in touch with a child protection professional.
I have a bit of a wait but the call is free, stay on the line ”, gently slips the operator responsible for“ pre-reception ”to 119.
If only 16% of French people know of its existence, according to an Elabe poll published last November, "Hello childhood in danger" received in 2019 more than 255,000 calls.
That same year, 17,000 “worrying information” was transmitted to the departmental child protection services.
A figure in perpetual increase since the creation of the number, 30 years ago.
Priority to children
This afternoon, two listeners and two “pre-reception” operators are present in the premises of 119 located on the outskirts of the 17th arrondissement of Paris.
Four others answer calls from their homes.
"The health crisis and the successive lockdowns have required a lot of adaptation work to allow our teams to ensure continuity of service while being teleworked", details Nora Darani, in charge of communication for the emergency number.
A total of 45 people - psychologists, lawyers, educators or social workers - take turns answering calls, 24 hours a day, seven days a week.
First, Christelle makes sure, with one of her colleagues, that the people on the phone are trying to reach 119 before directing them to the teams trained to listen to them.
Interviews with these professionals have no predefined duration.
“Some can take 15 minutes.
We guide, we advise, we inform.
And others may require exchanges for more than an hour and result in the transmission of worrying information, ”explains Samia, a specialist educator and listener at 119 since 2013. Exchanges of varying duration, which sometimes have the consequence of generating waiting.
“But when it's a child who calls, he is taken care of first.
We try to make them wait as little as possible, ”says Christelle, helmet screwed on her head.
A latent worry
In a few minutes, the operator welcomes in turn a neighbor worried about a teenage girl who lives in the apartment above, a neighbor who regularly hears a woman screaming at her children, a socio-cultural guide who has collected the testimony of a teenage girl victim of incest.
Often the voices seem hesitant, anxious.
“The first question asked by adults who call to report a dangerous situation for a child is that of anonymity.
There is a fear, a fear of denouncing facts without real proof and of making mistakes, ”says Samia.
If they are confidential, the calls are never anonymous.
"We must be able to transmit the telephone number to a judicial police officer in the context of judicial requisitions, when that happens", justifies Nora Darani, for example.
“Our role, and the role of the adults who make up 119, is not to investigate, it is to assess and, if necessary, to report.
When there is any doubt about a child's situation, it should be pointed out.
Then, it is up to the competent services to investigate ”, continues the specialist educator.
A reflex which, unfortunately too often, is lacking in cases of child abuse.
And the news regularly reminds us of this.
Tuesday, on the second day of the trial of the parents of little Tony, beaten to death in 2016, the lawyer for the Childhood and Sharing association underlined the total lack of reporting in this file and recalled that the doubt should "always benefit the child ”.
"Calling 119 is a citizen reflex", abounds Nora Darani.
In 2019, 119 handled nearly 34,000 calls.
- H.Sergent / 20Minutes
Soundboard
The cozy atmosphere that reigned on the set suddenly breaks.
"Sir, if you tell me he's throwing the children against the wall, call 17, call the police!"
», Launches Christelle at the pre-reception.
When a child's life is directly threatened, other emergency services - police, emergency services or firefighters - take priority.
A situation that the teams encounter on average "once or twice a day", according to the communications officer.
Published in May 2020, the report of the number's activity during the first confinement shows a very significant increase in the number of calls.
"Already fragile family situations worsened during this period", analyzes Samia.
The media coverage of domestic violence could also play a role, she believes.
“And then, people were more available, more attentive to the neighborhood since they were constantly at home,” adds the listener.
Beyond the health context, current events can also have an impact on the activity of the number.
“The teams are sometimes reinforced when a subject related to child protection comes of age,” Samia says.
However, the emergence of the #MeTooIncest movement in recent weeks and the debates in Parliament on sexual violence against minors have not led to a "massive increase" in calls on this subject, specifies Nora Darani.
Confronted for years with this type of case Samia, for her part, hopes: “If it can encourage adults to listen to children more, that's a good thing.
"
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