Women help desk staff trained to handle sensitive cases with empathy
Organised by the Lucknow police commissionerate in collaboration with Unicef, the training took place on Aug 2 and 4 at the Reserve Police Lines. The sessions were held by assistant commissioner of police (Women & crime) Soumya Pandey and chaired by deputy commissioner of police (Crime) Kamlesh Kumar Dixit.
The initiative focused on enhancing the capabilities of help desk officers, who are often the first point of contact for victims of domestic violence, dowry harassment, sexual assault and Pocso-related crimes.
"The aim was to move beyond procedural responses and cultivate trust, patience and a non-judgmental attitude among personnel," said Pandey.
The programme featured interactive sessions with experts from across India, including mental health professionals, legal experts and child rights specialists. Key themes included understanding trauma, providing psychological first aid and ensuring dignity and safety in victim interactions.
Dixit said that the training emphasised building a support system rooted in empathy and sensitivity. "Officers were trained to create a secure environment where victims feel safe to speak, without fear or hesitation," he said.
Topics covered included empathetic communication, trauma-informed care, appropriate legal handling of domestic disputes, sexual harassment, dowry abuse and cases under the Pocso Act.
Pandey stressed the importance of such training, mentioning that victims often hold back due to perceived apathy or harsh behaviour by police. "A humane, sensitive approach at the first point of contact can make the difference between silence and justice," she said.
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