1166 Sehat Tahaffuz: More Than a Helpline, A Lifeline

“Is this vaccine safe?”

For countless parents across Pakistan, questions like this are a daily concern. Misinformation spreads fast, and in communities where access to healthcare is limited, doubts about vaccines can take root quickly. But what if there was a trusted source—a place where parents could get instant, reliable answers from trained professionals?

That’s exactly why the Sehat Tahaffuz 1166 Call Center was launched in November 2019. A name that translates to 'Health Protection' in Urdu, Sehat Tahaffuz offers a direct bridge between the public and national immunization programs in Pakistan.

Located at NEOC, this call center is supported by the Ministry of National Health Services, Regulation and Coordination (M/o NHSR&C) and UNICEF, becoming a vital source of support in addressing vaccine concerns. It plays a pivotal role in strengthening public trust in vaccines, from addressing queries about polio drops to guiding parents on routine immunization schedules. Operating under M/o NHSR&C in collaboration with WHO, GAVI, and BMGF, it supports key initiatives like the Polio Eradication Initiative (PEI) and the Expanded Programme on Immunization (EPI).

One of the most significant challenges in vaccination campaigns has been tackling misinformation, where vaccines are often misperceived as harmful or part of foreign agendas. Restoring public trust was paramount, and the 1166 Sehat Tahaffuz Helpline became a crucial tool in this mission. Trained in effective communication strategies, call representatives engage with the public with empathy and clarity. Beyond addressing vaccine-related queries, the helpline plays a crucial role in tracking reports of children who were missed during vaccination drives, neglected areas, and hospital-related concerns. This commitment to accountability reassures communities that their concerns are not only heard but acted upon.

Additionally, a dedicated hotline for EPI and PEI workers strengthened coordination between frontline staff and management, improving efficiency and support for those on the ground. Through proactive communication, responsiveness, and worker engagement, these initiatives helped dismantle misconceptions and reinforce trust in life-saving vaccination programs. Moreover, to ensure accessibility for all, the helpline was made available in various local languages, including Urdu, Pashto, and others, bridging communication gaps across Pakistan's diverse linguistic communities. Operating from 8 am to midnight, in shifts seven days a week, the helpline offers flexibility for callers to reach out whenever needed, whether during the day or late at night.

Originally envisioned as a National Health Helpline, the 1166 Call Center took on a critical new role as the COVID-19 pandemic unfolded. On February 6, 2020, the Ministry of National Health Services, Regulations & Coordination (MoNHSR&C) expanded 1166’s scope to serve as the National COVID Emergency Helpline. By March, it was made toll-free to ensure accessibility for all.

At the height of the pandemic, as fear and misinformation spread rapidly, the 1166 helpline emerged as a vital source of credible and timely information. To manage emergency and technical queries, the National Institute of Health (NIH) initially deployed doctors for three months, after which medical officers took over in April 2020 with support from the World Health Organization (WHO). Serving as the primary direct communication channel for the public, 1166 played a key role in alleviating concerns, offering guidance, and ensuring prompt medical assistance. Recognizing its critical impact, the National Command and Operation Center (NCOC) designated it as the central COVID-19 helpline for Pakistan, solidifying its role in managing the crisis and advocating for public health.

As the pandemic progressed, so did the urgency for credible information. What was once a helpline handling 60–80 daily calls suddenly found itself overwhelmed, with call volumes skyrocketing to 100,000  calls per day at its peak. The need for immediate action was clear and to strengthen operations, reinforcements arrived from the National Disaster Management Authority (NDMA) and UNICEF, expanding both workforce and technical capacity. Call agents received rigorous training facilitated by the NIH, covering key topics such as COVID-19 symptoms, emergency response protocols, and helpline technology. This comprehensive preparation ensured they could provide accurate, compassionate, and informed responses to every call.

Despite the relentless pace, health and safety remained a priority. Temperature checks, masks, and hand sanitizers became essential safeguards, allowing agents to continue their work without compromise. To assess and address any issues, daily reports were generated and shared with relevant teams and management, ensuring the smooth functioning of the facility. Supervisors worked tirelessly to support their teams, understanding that in times of crisis, the helpline was more than just a source of information; it was a lifeline for millions.

In January 2021, the helpline reached a significant milestone by integrating the COVID National Immunization Management System (NIMS) into its framework. This addition enabled the helpline to provide real-time information on COVID vaccination centers, scheduling, and vaccine availability. The 1166 helpline also became the primary SMS number for the public to send their details and receive up-to-date COVID vaccination information. This feature empowered citizens to access crucial details about their vaccination status and nearby vaccination locations with ease.

To further streamline operations, a dedicated helpline for healthcare workers and separate lines for vaccinators and data entry operators were introduced, offering immediate troubleshooting support and facilitating seamless communication across the vaccination drive. When the 1166 helpline launched in 2020, it began with 55 call agents. However, as the COVID-19 pandemic caused an overwhelming surge in calls, the helpline expanded its team to 250 agents to effectively manage the heightened demand. As of the most recent update, the helpline now operates with 145 dedicated agents, ensuring efficient service to the public.

In April 2023, the Sehat Tahaffuz 1166 Helpline broadened its scope by launching "Humraaz", a mental health support initiative aimed at providing free and accessible assistance to individuals. The initiative, which means Trusted Companion in Urdu, was designed to connect individuals with qualified counselors and mental health facilities nationwide. Through a dedicated mobile app and a toll-free helpline, Humraaz enables people to connect with trained counselors and access support services without barriers. This expansion marks a significant shift for the helpline, transforming it from a vaccine information service into a comprehensive healthcare support system that prioritizes both physical and mental well-being.

Sehat Tahaffuz is more than just a helpline—it is a lifeline for millions. From tackling vaccine hesitancy to guiding the nation through a global pandemic, and now with the recent initiative of ‘Humraaz’, it has stood as a beacon of trust, reliability, and accessibility. Its evolution from an immunization support center to a critical health emergency resource and now a platform for mental health assistance reflects its unwavering commitment to public well-being.

Healthcare is not a privilege—it is a right. As Sehat Tahaffuz continues to break barriers, bridge gaps, and provide life-saving information, it serves as a reminder that timely guidance and compassionate care can transform lives. In a country where health disparities are often tied to geography, socioeconomic status, and language barriers, the 1166 Helpline is a crucial step toward ensuring that every citizen has equal access to the information and services they need to live healthier lives.

The journey doesn’t end here—it’s only the beginning.

 GLOSSARY:

• BMGF: Bill & Melinda Gates Foundation

• EPI: Expanded Programme on Immunization

• GAVI: Global Alliance for Vaccines and Immunization

• NCOC: National Command and Operation Center

• NDMA: National Disaster Management Authority

• NEOC: National Emergency Operation Center

• NIH: National Institute of Health

• NIMS: National Immunization Management System

• PEI: Polio Eradication Initiative

• UNICEF: United Nations International Children's Emergency Fund

• WHO: World Health Organization