As part of the Spotlight Initiative to eliminate violence against women and girls, UNESCO needed a digital solution to improve survivor support across Samoa. We built a Survivor CRM to digitise case management for SVSG's frontline case officers.
75%
reduction in manual admin per case
1,100+
calls managed since launch
700+
cases managed since launch
The Opportunity
Supporting survivors in Samoa was heavily reliant on paper-based processes. Case officers spent hours sifting through records to find updates, manage referrals, and report back to partner agencies. By digitising this process, we could reduce admin time, improve case visibility, and improve outcomes for survivors.
What We Built
Officers can now log cases directly from calls, manage notes, relationships, and referrals, and access full case histories without digging through physical files. The platform includes 15 dedicated referral pathways ensuring seamless collaboration between SVSG, Police, health providers, and other agencies.
For the first time, Samoa has a national dataset on domestic violence and gender-based violence, giving real-time insights into trends, contributing factors, and geographic hotspots.
The Outcome
The CRM has processed over 1,100 calls and more than 700 cases. Manual admin workload dropped 75% for case officers, giving them more time to spend with survivors. This world-first initiative in the Pacific continues to evolve with new features and data capabilities.
RIVER has been a trusted partner throughout this journey, going above and beyond to support our vision. Their reliability, passion, and commitment have exceeded expectations, and we're excited about the difference their work is making.
Ellen Lekka
Programme Specialist, UNESCO, 2024