Getting to the Hotel from Madrid Airport

CHI Fifth International Consultation, Madrid, Spain 1

2 CHI Fifth International Consultation, Madrid, Spain
We are delighted to welcome you to Child Helpline International’s (CHI) Fifth
International Consultation. Fundación ANAR is kindly hosting this important
event in Madrid, Spain.
The Fifth International Consultation will be an exhilarating time of networking,
participatory thematic workshops and plenary sessions with international
experts. To guide you through the upcoming days of events, please find
enclosed in this package the following:
• General information
• Agenda and abstracts
• Updates from CHI
We trust you will find the planned activities exciting and challenging. For
specific questions regarding the programme or any other logistical questions,
please speak to any member of the Fundación ANAR or CHI team.
We welcome you once again to Madrid!
With regards,
CHI and Fundación ANAR

Contents Page
1 Welcome address - Fundación ANAR 4
2 Welcome address - Child Helpline International 5
3 Arrival and General Information
3.1 Arrival at Barajas Airport, Madrid
3.2 General Information - IC
3.3 Practical Information - Spain & Madrid
6
7
9
13
4 Fundación ANAR
4.1 Introducing Fundación ANAR
4.2 ANAR Team
20
21
25
5 Child Helpline International
5.1 Introducing CHI
5.2 Supervisory Board
5.3 CHI team
27
28
29
30
6 Young People’s Forum and Plenary 35
7 Agenda
7.1 Agenda Information
7.2 Full Programme
7.3 Keynote Speakers
7.4 Parallel Sessions
7.5 Regional Spaces
38
39
41
51
54
60
8 General Assembly
8.1 General Assembly
8.2 Nomination Process – Regional Representatives
8.3 Supervisory Board Profile
8.4 Data and Research Advisory Council
61
62
64
68
69
9 Annexes
9.1 Cash Reimbursements
9.2 NING and Website!
9.3 Optional Sightseeing Tours
9.4 Thank You!
75
76
77
79
82
Table of Contents

Dear IC Participants,
As Founder and President of Fundación ANAR I am delighted to welcome you
to Madrid, site of the Fifth International Consultation of Child Helpline
International. We are thrilled to be hosting this important event with CHI.
I am certain that delegates will find the content of the IC important, useful and
interesting. We think it is especially fascinating to see how a country and its
helpline deal with their children´s and young people’s issues within the
particular context of its society. I hope that during your field visit to our
headquarters you will have an opportunity to engage directly with our staff, all
of whom will also have a unique chance to learn from you.
One of the special features of this IC is the ANAR Young People´s Forum, an
idea modelled on the Jordan River Foundation´s Children´s Forum, which you
saw in action in Amman in 2008. We have shaped the JRF´s version to adapt
it to our reality and we believe the presentations at Wednesday´s plenary
sessions will be one of the highlights of the IC.
I would also like to encourage you all to use some of your free time to visit
Madrid, a fascinating, diverse and culturally rich city.
On behalf of all of us at Fundación ANAR, welcome to Madrid! We are all
looking forward to the IC with great anticipation.
Silvia Moroder
President
Welcome address – Fundación ANAR

Dear CHI Members, Partners and Guests,
On behalf of Child Helpline International, welcome to the heart of Spain.
Welcome to Madrid!
This Fifth International Consultation for Child Helplines is a milestone in CHI’s
young history. For the fifth time in our seven years of existence, our valued
members and partners will come together to share and learn the varied
expertise of our network. I am excited that so many of you are attending this
important meeting. We expect some 190 members and partners from over 110
countries worldwide to participate in this event.
As CHI’s Executive Director, it is always a pleasure to meet each one of you
again. I look forward to sharing this extraordinary event with you, to learning
from your wealth of experience, to feeling the warmth and the passion that has
come to characterise the CHI family. My sincere wish is that you find this
International Consultation beneficial to you, and your child helpline but, more
importantly, to the children in your communities.
We thank Fundación ANAR, the city of Madrid and Telefonica for their
hospitality and generous support. We would also like to express our
acknowledgement to the office of HRH La Infanta Cristina for their support.
The CHI team and the team of Fundación ANAR are here to help you
throughout the duration of the Consultation and will be happy to answer any
questions you may have.
I wish you an engaging and thought-provoking Consultation and look forward to
seeing you in Madrid!
With warm regards,
Nenita La Rose
Executive Director
Welcome address - CHI

3 Arrival and General Information
Arrival at Barajas Airport, Madrid
General information - IC
Practical Information – Spain & Madrid

Barajas Airport is 12 kilometres from Madrid. It has four terminals. Terminals
One, Two and Three are next to one another, Terminal Four is some distance
from the others. You can check which terminal your airline arrives at online at
http://www.aena.es/csee/Satellite?pagename=Home . Follow the links at the
top and left side of the page for Airports => choose airport (Madrid-Barajas) =>
Airlines.
Shuttle Buses
To facilitate your arrival in Madrid, Fundación ANAR and CHI have arranged for
shuttle buses from Barajas Airport to the hotel. If we have received your flight
information and arrival time, volunteers from ANAR will meet you at your gate
and guide you to the shuttle buses.
For Terminal One arrivals: please go to the Information Desk, which is located
in the centre of the arrivals concourse after you exit your arrival lounge, right in
front of the Ars Café. There are two arrival lounges in Terminal One. If you
arrive at Arrival Lounge #1, go to the right after you exit. If you arrive at Arrival
Lounge #2, go left. You will find a person there with a CHI logo sign who will
direct you to your bus or other transport.
For Terminal Two and Three arrivals: there are two arrival lounges (5 and 6).
Upon exiting your arrival lounge, please go to the Information Desk, across
from Caffé di Roma, where you will find a person with a CHI sign. If you arrive
in Arrival Lounge 5, please exit and turn to your right to find the Information
Desk. If you arrive at Arrival Lounge 6, please exit and turn to your left. Our
staff will direct you to the shuttle buses.
For Terminal Four arrivals: please look for a person holding a sign with the CHI
logo, who will be at the Meeting Point. Turn right when you exit the baggage
claim/customs area. He/She will direct you to the shuttle buses.
Taxis
Should you prefer to take a taxi, the fare should be no more than € 20-25, and
the trip should take 15-25 minutes, depending on your arrival day and time.
CHI will not reimburse the costs of taxi fares.
3.1 Arrival at Barajas Airport, Madrid

8
transfers along the way
Terminal
Terminal Four.
is in the middle of Terminal
It is clearly marked with the Metro sign.
in the basement
To reach the hotel, t
Mar de Cristal
at Avenida de América
Hospital de H
Exit via the signs for
Bruselas (which becomes Calle Biarritz once you reach the
is at the bottom of the street on your left.
walk.
Any travel via Metro is at the participants’ own costs and will not be
reimbursed.
Contact Number
If you need any additional assistance upon arrival or are unable to locate an
ANAR volunteer or the
and Spanish.
CHI Fifth International Consultation, Madrid, Spai
Metro Service
There is
you less than 40 minutes to
transfers along the way.
Terminal Two (which you can access from Terminal One as well), and one in
Terminal Four. If your flight a
is in the middle of Terminal
It is clearly marked with the Metro sign.
in the basement, at floor (-1).
To reach the hotel, take Metro Line 8 towards Nuevos Ministerios,
Mar de Cristal and take Line 4 (brown line) in the direction of Argüelles.
Avenida de América stop and change to the Line 7 (orange line) direction
Hospital de Henares. Debark at Metro stop
Exit via the signs for Avenida Bruselas Pares
is at the bottom of the street on your left.
reimbursed.
Number for Arrival Help
AR volunteer or the shuttle bus
and Spanish.
Metro Service
There is also Metro service
you less than 40 minutes to
There are two Metro stops
(which you can access from Terminal One as well), and one in
f your flight arrives at Terminals One or Two,
is in the middle of Terminal Two, in the corridor connecting to the P2 Car Park.
It is clearly marked with the Metro sign. In Terminal Four, you will find the stop
1).
ake Metro Line 8 towards Nuevos Ministerios,
and take Line 4 (brown line) in the direction of Argüelles.
stop and change to the Line 7 (orange line) direction
Debark at Metro stop Parque de las Avenidas.
Avenida Bruselas Pares
is at the bottom of the street on your left. This is
for Arrival Help
shuttle buses, please call:
Metro service from the airport
you less than 40 minutes to reach the hotel
There are two Metro stops at the airport
at Terminals One or Two,
, in the corridor connecting to the P2 Car Park.
In Terminal Four, you will find the stop
ake Metro Line 8 towards Nuevos Ministerios,
and take Line 4 (brown line) in the direction of Argüelles.
Parque de las Avenidas.
Avenida Bruselas Pares. Walk along Avenida de
Bruselas (which becomes Calle Biarritz once you reach the fountain
This is approximately
es, please call: +34-647-496
CHI Fifth International Consultation, Madrid, Spain
from the airport. It should take
the hotel and requires 2
at the airport: one in
at Terminals One or Two, the Metro access
ake Metro Line 8 towards Nuevos Ministerios, disembark at
and take Line 4 (brown line) in the direction of Argüelles. Get off
Parque de las Avenidas.
Walk along Avenida de
fountain). The hotel
approximately a five-minute
496-394, in English
t should take
and requires 2
one in
access
at
Get off
Walk along Avenida de
. The hotel
minute
, in English

IC Registration and Pick up of Materials
There will be an IC Registration Desk along side the Hotel Check-in Counter in
the lobby. IC registration materials may be picked up as of Sunday 24 October
at 17:00 and until Monday 25 October at 13:00. Please do leave room in your
luggage to take important publications, such as the new Connecting to
Children, back home with you!
Hotel Information
The venue for the Fifth International Consultation is:
NH Parque Avenidas Hotel
Biarritz, 2
28028 Madrid
Telephone: +34.91.361.0288
Fax no: +34.91.361.2138
Email: nhparqueavenidas@nh-hotels.com
Website: www.nh-hotels.com
* for information on arrangements and payments for extended hotel stays,
please see the next page.
The NH Parque Avenidas Hotel is a four-star facility located in the Salamanca
neighbourhood of Madrid. It is well served by public transportation (bus, metro
and taxi) and has convenient access to the airport as well as to downtown
Madrid. The public areas of the hotel include the lobby, bar area and terrace
overlooking the hotel gardens and swimming pool, as well as the restaurant
where breakfast will be served as well as the Sunday night dinner.
Check In/Out
Normal hotel check in is anytime after 14:00. The hotel staff will check you in
and will request a credit card imprint for personal expenses such as room
service, mini bar, laundry and dry cleaning, telephone calls and in-room wi-fi
access, which are the responsibility of the delegate and which must be settled
on departure. The hotel will do its best to accommodate earlier check in, but
cannot guarantee it. Check out is 12:00 (noon) on the day of departure. We
would also like to remind sponsored participants that they may be asked to
share their hotel room with another same-gendered participant.
Conference Fee
Your conference fee covers three nights at the hotel and all meals during the IC
(that is, Sunday 24 October dinner through Wednesday 27 October lunch), as
3.2 General Information - IC

well as transfers and conference materials. Kindly note that all other expenses
incurred by conference participants are not covered and are the responsibility
of the individual delegate.
Extended Hotel Stays
Your conference fee covers three nights at the hotel, from Sunday 24 October
up to and including Tuesday 26 October. If you are interested in staying at the
hotel either before or after the official IC dates, the following rates and
procedures apply:
Dates: Hotel Arrangement and Payment:
before and up to 21 October participants must arrange fee and payment
directly with hotel
Friday 22 October CHI Group Rate – CHI pays and sends
participants the invoice
Saturday 23 October CHI Group Rate – CHI pays and sends
Sunday 24 October CHI Group Rate – covered by conference
fees
Monday 25 October CHI Group Rate – covered by conference
fees
Tuesday 26 October CHI Group Rate – covered by conference
fees
Wednesday 27 October CHI Group Rate – CHI pays and sends
Thursday 28 October CHI Group Rate – CHI pays and sends
Friday 29 October CHI Group Rate – CHI pays and sends
Saturday 30 October CHI Group Rate – CHI pays and sends
31 October and beyond participants must arrange fee and payment
directly with hotel
* Please contact your CHI programme manager or CHI contact for more
information.

Wi-Fi Services
Please note that wi-fi access in the hotel rooms costs €10,60 for 24 hours
(€5,80 for 1 hour, useable in increments throughout one day) not including
VAT, and that this is not covered by CHI. Participants who which to purchase
wi-fi access for their rooms can do so upon check in at the hotel or at any time
during their stay at the hotel lobby, directly with hotel staff. Please note also
that there are limited computers available for use at the hotel. For participants
with their own equipment there is free wi-fi in the hotel lobby, with a limit of 30
minutes per day per user.
Language and Translations
The official language of the IC is English. There will be simultaneous
translations for Spanish, French and Arabic at the plenary sessions and
appropriate translation available during the Regional Spaces and workshops.
Meals
As noted above, your conference fee covers meals from Sunday 24 October
dinner through Wednesday 27 October lunch. Breakfast will be served in the
NH Parque Avenidas Hotel restaurant, as will the Sunday evening dinner.
Lunches and coffee breaks will take place in the outdoor tent (heated in winter
and air-conditioned in the hotter months) adjacent to the meeting rooms. There
will be several vegetarian options available at all meals.
Meal Times
Please note that meal times in Spain might be somewhat later than you are
used to! Lunch in Spain is typically served around 14:00, with dinner starting
around 20:00 or 20:30, sometimes later! You will see this also reflected in the
IC agenda on page 41.
Welcome Dinner at the Casa Real de Correos
ANAR will host a welcome dinner the evening of Monday 25 October. The
venue is the Real Casa de Correos, which is the headquarters of the
Autonomous Community of Madrid and is located right in the centre of the city,
on the Puerta del Sol. The Real Casa de Correos is a truly emblematic building
in Madrid. It was originally built to house the postal service. Today its tower
clock is the most famous part of the building, since every New Year´s Eve for
the last 100 years it has tolled at midnight and welcomed in the New Year with
tens of thousands of people in the Puerta del Sol. The Puerta del Sol itself is in
the geographic centre of Spain - kilometre zero can be found right in front of
the Casa de Correos.
Departure from hotel: Buses will depart the hotel at 19:30.
Dress code: Traditional dress of your country, or smart-casual
dinner attire.

Alcohol
There will be no alcohol served at the lunches during the conference. As a
token of their support, Telefónica is sponsoring some wine and beer at dinners.
Tuesday night dinner registration
You will be asked to register for Tuesday night dinner upon registration at the
hotel (see the agenda and programme for more information). This dinner will be
outside the hotel, at a number of Spanish tapas restaurants around the city.
Buses will leave at 20.30. We ask that you register for the tapas dinner in order
to allow our hosts, Fundación ANAR, to make the necessary reservations and
ensure adequate transportation. If you do not wish to partake in this dinner
option, you are free to arrange for an alternative meal at your own cost. Please
ask the hotel staff for meal options in and around the hotel.
Special Dietary Requests
If you have any special dietary needs, please contact the CHI programmes
manager for your region right away. The sooner we know, the better we can
make arrangements to accommodate your needs.
Reminder – Traditional Dress at Welcome Dinner
CHI’s members and partners constitute a rich and varied tapestry of
cultures. The IC is a wonderful opportunity to share a bit of ourselves
with one another. To this end, please bring your country’s traditional
dress to wear to the official welcome dinner on Monday evening.
Distribution of CHI Materials
The IC presents a wonderful opportunity for the CHI Secretariat to distribute
some exciting new publications and tools to our members. Please make sure
to leave room in your luggage to take them back home with you! Materials
which will be launched/distributed at the IC include:
• 2011-2015 CHI Strategy document
• 2009 Connecting to Children data publication
• New! Advocacy Manual for child helplines
• New! Principles, Standards and Assessment (PSA) tool for Associate
Members
• New! CHI Fact Sheets
Emergency IC Contact Numbers
If you need any additional assistance during the IC and are unable to locate
CHI or ANAR staff on the ground, please call: +34-647-496-394, in English and
Spanish, or +31-611-361-103 in English.

Spain, officially the Kingdom of Spain
(Spanish: Reino de España), is a member
state of the European Union located in
south-western Europe on the Iberian
Peninsula.
Geography
With an area of 504,030
second largest country in Western Europe
and the European Union after France. Its
mainland is bordered to the south and east
by the Mediterranean Sea except for a small
land boundary with the British Territory of
Gibraltar; to the north by France,
and the Bay of Biscay; and to the northwest
and west by the Atlantic Ocean and
Portugal.
Balearic Islands in the Mediterranean, the
Canary Islands in the Atlantic Ocean off the African coast, and two autonomous
cities in North Africa, Ceuta and Melilla, that border Morocco. Furthermore, the
town of Ll
of Spain is Madrid.
History
Because of its location, the territory of Spain was subject to m
influences, often simultaneously, since prehistoric times and through the dawn
of Spain as a country. Conversely, the country itself has been an important
source of influence to other regions, chiefly during the Modern Era, when it
became a gl
speakers today
speakers.
Population
In 2008 the population of Spain officially reached 46 million people. Spain's
population
European countries and its distribution across the country is very unequal. With
the exception of the region surrounding the capital, Madrid, the most populated
areas lie around the coasts
3.3 Practical Information
pain, officially the Kingdom of Spain
western Europe on the Iberian
Peninsula.
Geography
With an area of 504,030 km²,
Gibraltar; to the north by France,
Spanish territory also includes the
of Llívia is a Spanish exclave si
of Spain is Madrid.
became a global empire that has left a legacy of over 400 million Spanish
speakers today - making it the world's second most spoken language by native
speakers.
Population
population density, at 91/km² (235/sq mi), is lower than that of most Western
areas lie around the coasts
km², Spain is the
Gibraltar; to the north by France, Andorra,
is a Spanish exclave situated inside French territory.
obal empire that has left a legacy of over 400 million Spanish
making it the world's second most spoken language by native
density, at 91/km² (235/sq mi), is lower than that of most Western
areas lie around the coasts.
is the
Andorra,
tuated inside French territory.
3.3 Practical Information - Spain & Madrid
13
tuated inside French territory. The capital
Because of its location, the territory of Spain was subject to many external
Spain & Madrid
13
The capital
any external

Religion
Freedom of religion is guaranteed by the Spanish Constitution. The majority of
the population is Catholic, with Islam, Judaism, Protestantism, and Hinduism
also common, among other religions.
Cuisine
Spanish cuisine consists of a great variety of dishes which stem from
differences in geography, culture and climate. It is heavily influenced by
seafood available from the waters that surround the country, and reflects the
country's deep Mediterranean roots. Spain's extensive history with many
cultural influences has led to a unique cuisine. In particular, three main
divisions are easily identified: Mediterranean Spain characterised by paellas,
fish stews and fried fish; inner Spain, including Madrid, with its hot, thick soups,
and stews like cocido madrileño; and Atlantic Spain with its typical vegetable
and fish-based stews such as pote gallego and marmitako, splendid fresh fish
and shellfish, as well as the lightly cured lacón ham. Some dishes are popular
throughout the country, including cold soups like gazpacho and also many rice-
based dishes like paella and arroz negro. Churros are famous sweets, usually
eaten with hot chocolate in the afternoon or with coffee in the mornings.
Spanish food is traditionally conserved by salting or curing, like Spanish ham,
or immersed in olive oil, like Manchego cheese, or “escabechado”, a form of
pickling. Madrid is such a cosmopolitan city that you can find it all, however,
from Spanish regional cuisine to international specialty restaurants.
Travel Information for Spain:
Documents Needed for Travel to Spain
If you are a citizen of the EU, Switzerland, Norway, Iceland or Liechtenstein:
you need a valid passport or ID card.
If you are a citizen of the following countries: Andorra, Argentina, Australia,
Brazil, Brunei, Canada, Chile, Costa Rica, Croatia, El Salvador, the USA,
Guatemala, Honduras, Israel, Japan, Malaysia, Mexico, Monaco, Nicaragua,
New Zealand, Panama, Paraguay, Republic of Korea, San Marino, the Vatican,
Singapore, United Kingdom, Uruguay or Venezuela: you must present a valid
passport, which will allow you to remain in Spain for a maximum period of 90
days.
Citizens of countries not mentioned in the previous paragraphs require a visa in
order to enter Spain.

It is advisable to take out travel insurance for your trip. Given that conditions
may vary, we suggest that you contact the Spanish Embassy or Consulate to
verify these requirements before you start your trip.
Health Requirements and Health Care
You do not need any vaccinations against illness to travel to Spain. As in any
part of the world, it is advisable to have your anti-tetanus vaccination up to date
if you are going to be in contact with nature and the countryside, as well as any
other official vaccination programme.
Under exceptional circumstances, the Spanish authorities can ask travellers to
undergo a medical examination to ensure that they are not suffering from any
of the illnesses requiring quarantine listed in International Health Regulations.
In Spain, medications are obtained at pharmacies. They are all marked with a
green cross. Pharmacies follow a rolling late-hour schedule, which is published
in the newspapers, and is posted at all pharmacies. Pharmacies open from
9.30 to 13.30 and from 16.30 to 20.00. In all major cities you can find
pharmacies that open 24 hours. Hotel staff can point you in the right direction.
You should check with your health care provider in your country of residence
before you travel what their terms and conditions are for health care,
emergency or otherwise, while you are abroad. It is advisable to take any
relevant phone numbers and documents with you. Your health care provider
can tell you what you will need.
Drinking Water
Tap water in Spain’s major cities is safe to drink. There are stringent control
systems which guarantee water quality. In fact, Madrileños (locals of Madrid)
are quite proud of the natural water sources that feed their city. Still, many
travellers do choose to buy bottled water as they are unaccustomed to the
taste or constitution of Spanish water. Similarly, in some Mediterranean coastal
areas bottled water is recommended.
Climate
The climate in Spain ranges from mild oceanic in the North, to continental
Mediterranean in the centre and Mediterranean in the East and South. Madrid
in October is still fairly warm with an average daytime temperature of 20ºC
(68°F) and night time lows of around 10ºC (50ºF). M adrid is usually quite dry,
but rain is possible!
Attire
In Spain, people dress differently according to the season, the occasion and
the place. In the coastal areas, because of the mild climate, it is usually not

necessary to pack warm clothes, except in the North, where it can be cold and
rainy; while in the interior, you should dress according to the season. In the
interior of Spain, temperatures vary greatly from one season to the next, with
very cold winters, and really hot summers. Spanish people don't dress up too
much to go out, although of course, it depends on where you are going.
Telecommunications
Public phones: Public phone boxes work with coins or cards available from
estancos (licensed outlets for tobacco/stamps).
Mobile phones: Mobile coverage in Spain uses GSM technology, meaning that
it is incompatible with mobile phones from some countries, such as the USA or
Japan. In this case you need a tri-band mobile in order to call. You should get
in touch with your mobile company to make sure that you can use your mobile
in Spain (they will make sure you have the right handset and activate the
international roaming service on your account). Once you have taken these
steps at home, you will be able to use your mobile in Spain as if it were a
Spanish handset: i.e. you should dial 00 + the country code to make
international calls out.
To dial to Spain from overseas:
Dial +34 (the code for Spain) followed by the telephone number (9 digits).
To dial from Spain to overseas:
Dial 00, followed by the country code of the country you are calling to and the
telephone number.
To dial within Spain:
Dial the number with no prefix. This number should comprise 9 digits,
regardless of whether it is a landline or mobile.
Electrical Appliances
Electricity supply in Spain is AC 220 Volts, 50 Hertz. Sockets meet European
regulations and use the round pin system. You may need an adaptor for
different plugs. Make sure that the electrical appliances you are going to use
(computers, mobile phone chargers, shavers, etc.) work at this voltage.
Time Zone
The time zone on the Spanish mainland and the Balearic Islands is Greenwich
Mean Time (GMT) + 1 hour in winter and + 2 hours in summer. On the Canary
Islands, it is always 1 hour less than the time in the rest of Spain. Spain
changes its time between summer and winter for daylight saving. The last
weekend in October the clocks go back 1 hour (at 3am it is 2am) and the
last weekend in March they go forward 1 hour (at 2am it is 3am). Please take
note of this if you are flying back the last weekend of October or later!

Languages
Spanish is the official language in the entire national territory. However, other
languages coexist with Spanish in certain regions of Spain. These are: Catalan
in Catalonia, Galician in Galicia, Euskera/Basque in the Basque Country,
Valencian in the Valencia Region and a particular variety of Catalan spoken on
the Balearic Islands.
Here are a few useful words and phrases in Spanish to get you started:
ENGLISH SPANISH
Yes Sí
No No
Please Por favor
Thank you Gracias
You’re welcome De nada
Hello Hola
Good morning Buenos días
Good afternoon/evening Buenas tardes
Goodbye Adiós
See you later Hasta luego
What is your name? ¿Como se llama usted?
My name is….. Me llamo….
Excuse me Perdón/Perdone
Forgive me/I’m sorry Lo siento/discúlpeme
How are you? ¿Como está?
I am fine, thank you Estoy bien gracias
What time is it? ¿Qué hora es?
How much is it? ¿Cuanto es?
Where is? ¿Dónde está?
I don’t understand No entiendo
Do you speak English? ¿Habla usted inglés?

Currency and Payments
The currency in Spain is the Euro (€), as in other European Union countries.
The Euro is divided into 100 cents. There are eight different coins: 1, 2, 5, 10,
20 and 50 cent, and 1 and 2 Euro. There are seven different bank notes, for the
following amounts: 5, 10, 20, 50, 100, 200 and 500 Euro.
Currency can be exchanged at all bank offices, open to the public Monday
through Saturday, from 8.30 to 14.00. It is also available at currency exchange
shops in all major cities, as well as selected hotels and travel agencies.
Payment using recognised international credit cards is also commonly available
in Spanish shops. When you make a payment you should show your passport
or ID card. Traveller’s cheques, accompanied by a passport, are also accepted
in most hotels, restaurants and shops. Please note that your home bank may
charge you additional fees for using your credit card abroad.
Tipping is not mandatory, but is sometimes considered good practice. In every
single eating establishment in Spain, service is included with the price of the
meal or drink. However, tipping is a common practice at bars and restaurants,
hotels and taxis, depending on the total price for the service, and on the
generosity of the client. It is usually around five to ten percent of the total price.
System of Measurement
Spain uses the Metric (decimal) System. The system governs all units of
weight, measurement and distance (metre, kilogram, second, litre, ton, etc.).
Here are a few basic conversions:
1 kilometre (km) = 0.62 miles (mi)
1 metre (m) = 3.3 feet (ft.)
1 kilogram (kg.) = 2.2 pounds (lb.)
1 litre = 0.26 gallons
Temperatures are measured in degrees Celsius. To give you an idea: 20°C is
equal to 68°F. The conversion formula is °F = (9/5 °C)+ 32.
Shopping and Business Hours
The most common business hours are Monday through Saturday, from 9.30 to
13.30, and from 16.30 to 20.00. Big shopping centres and department stores
open from 10.00 to 21.00/22.00 uninterruptedly. These big stores open
sometimes on Sunday. In coastal cities, in high season, shops are usually open
passed 22.00. Pharmacies open from 9.30 to 13.30, and from 16.30 to 20.00.
In all major cities you can find pharmacies that open 24 hours. Pharmacies

follow a rolling late-hour schedule, which is published in the newspapers, and is
posted at all pharmacies. Please ask hotel staff for more information.
Meal Times
Meals in Spain are quite late. Breakfast is usually had from eight to ten in the
morning. Lunch, at restaurants, is served between 13.00 to 15.30, and dinner is
usually served from 20.30 to 23.00. Many establishments are open
continuously throughout the day, especially bars and cafeterias where you can
have Spanish tapas, appetisers, and combo meals. Pubs, bars, and nightclubs
in Spain usually stay open until three or four in the morning. In all major cities
you can find places that are open until dawn.
City of Madrid:
The capital of Spain is located in the heart of the peninsula and right in the
centre of the Castilian plain, 646 meters above sea level. A cosmopolitan city, a
business centre, headquarters of the Public Administration, Government,
Spanish Parliament and the home of the Spanish Royal Family, Madrid also
plays a major role in both the banking and industrial sectors. It is one of
Europe´s most important financial centres, and the largest in the country. Most
of its industry is located in the Southern fringe of the city, where important
textile, food and metal working factories are clustered. Madrid is characterised
by intense cultural and artistic activity and a very lively nightlife.
The population of the city is roughly 3.3 million (as of December 2009). The
entire population of the Madrid metropolitan area (urban area and suburbs) is
calculated to be 6.386.932. The city spans a total of 698 km² (234 sq miles).
Madrid´s geographic and topographical location gives the city a continental
Mediterranean climate, with cool winters and dry, hot summers. Its altitude of
646 meters above sea level means that even when daytime temperatures in
summer are very high, at night it cools down. In late October, one can expect
reasonably mild weather, with temperatures averaging 19º during the day and
10º at night, and possibly changeable conditions.
Madrid is bubbling with cultural activity. Chief among Madrid´s attractions are
its world class museums. There are also shows and entertainment offered in
cafés, theatres and cinemas, and other attractions such as Retiro park in the
middle of the city, amusement parks, the zoo-aquarium, cable car, planetarium,
rowboat and bicycle rental, puppet doll playhouse, Wax Museum, Juan Carlos I
Fairgrounds and many sporting possibilities. For more information on the main
attractions in Madrid and Spain, please check: http://www.justspain.org/

4 Fundación ANAR
Introducing ANAR
ANAR Team

FFFFundación ANAR (Ayuda para Niños y Adolescentes en Riesgo - Help for
Children and Adolescents at Risk) is a non-profit organisation. Its origins go
back to 1970, and since then it has pursued its mission, within the guidelines of
the United Nations Convention on the Rights of the Child, to promote and
defend the rights of children, especially those in situations of risk and neglect,
through projects undertaken in Spain and Latin America.
The Foundation´s President and Founder, Silvia Moroder, opened ANAR´s first
residential care home in 1970, and has guided the Foundation and its
expansion for the past 40 years.
Today, Her Royal Highness, the Infanta Cristina de Borbón, is the Foundation´s
Honorary Patron. Our Board of Directors, led by our President, consists of 17
distinguished women and men whose work is indispensable to the success of
Fundación ANAR. In 2010, the Foundation carried out its work with 33 full-time
employees and 150 volunteers.
The Foundation´s activities include:
• Hogares ANAR, our residential care homes for at-risk children and
adolescents;
• Teléfono ANAR, comprising:
o ANAR Helpline for Children and Adolescents,
o ANAR Adult and Family Helpline,
o EMail ANAR counselling for children, adolescents and adults,
and,
o ANAR Hotline for Missing Children - 116000;
• Schools programme; and
• Fundación ANAR in Perú, Colombia and Mexico, with residential
care homes in all three countries, schools programmes in all three, and
Teléfono ANAR in Perú.
4.1 Introducing Fundación ANAR

ANAR Residential Care
Since its beginnings more than 40 years ago, the Foundation has run our
ANAR Homes, where children/adolescents lacking an adequate family
environment are cared for in a home-like environment. One of our main goals
in our residential care programme is to afford a healthy life model, by providing
a safe place for children, where each child’s individual needs are met. We have
a multidisciplinary approach in our Homes, with fulltime caregivers, social
workers, psychologists and others helping to overcome the serious problems
our children arrive with. Our work with the children’s families is fundamental to
our approach, since our goal is to have the children rejoin their families if
possible and once the problems that motivated their incorporation into our
home are overcome. When this is not possible the child remains with us until
he or she is of age and we are sure that they can become independent
successfully.
Teléfono ANAR
ANAR Helpline for Children and Adolescents
Since 1994, our primary endeavour has been the telephone helpline: a service
available to all children in Spain (which has a population of over 8 million).
Teléfono ANAR is the only nationally available, free phone, confidential
children´s helpline service in Spain. Specially trained psychologists are
available 24 hours a day, 365 days a year to help children at risk with
counselling, referrals when needed and direct intervention in cases of extreme
danger, abandonment, physical and sexual abuse, among others. Our
counselling staff is supported by a staff of social workers and attorneys.

ANAR Adult and Family Helpline
The Foundation also has an ANAR Adult and Family Helpline, providing free
help to adults needing advice and help on issues related to children and
adolescents. Our psychologists, social workers and attorneys are available to
help adults: parents, teachers, professionals, neighbours and others as well as
family on matters related to their children, students, neighbours, grandchildren,
nieces and nephews, through Teléfono ANAR´s Adult and Family Helpline.
This free, confidential service is intended to give a voice to those children who
are too young to call – infants, toddlers and younger children who are at risk
and in danger – and who must rely on an adult to seek help for them. It is also
an important resource for adults who have questions or concerns about
children and adolescents, be they parents, teachers or family members.
Email ANAR
Aware of the growing use of new technologies by children and adolescents,
Fundación ANAR introduced EMail ANAR in 2007. It can be reached through
our web-site www.anar.org and is available to help children, young people,
parents and professionals. It is a free, secure and confidential space where
they can express their worries without restrictions. Email ANAR is an important
resource for those children and adults who feel more comfortable writing about
their problems than speaking about them. We have found that the email service
is a good complement to the helpline.
116000 – Teléfono ANAR´s Missing Children Hotline
On 15 September 2010, ANAR launched its 116000 Hotline for Missing
Children, a free, confidential, 24-hour service. The 116000 number is a
European harmonised single number which is currently operational in 12
European countries. It gives parents and others an easily remembered number
to call in cases of a missing child, especially in the first few hours after a child´s
disappearance, which research has shown are of vital importance.
ANAR in Schools
The primary aim of our schools programme is to disseminate the services
available through our Foundation, especially with the different components of
Teléfono ANAR: ANAR´s Children and Adolescents Helpline, ANAR Adult and
Family Helpline, EMail ANAR and the 116000 number for missing children. The
dissemination activities are aimed at children, teachers and parents. As well as
informing children, teachers and parents of the services provided by
Foundation ANAR, our staff also give specialised training and workshops to the
same audiences. Some of the training programmes given at schools include:

• Prevention of bullying
• Drugs and alcohol addiction prevention
• “Parents´ School”, for AMPA groups (Association of Mothers, Fathers
and Students)
• Family involvement in education
• Training sessions for teachers, social workers, student monitors and
others
• Training programme for adolescents at risk
• Help with at risk adolescents´ re-insertion to work and society
Young People´s Forum
In 2010, we launched our Young People´s Forum, which is modelled on the
Jordan River Foundations´ Children’s Forums, and the first edition of which you
will see in action during the IC in Madrid. More than 90 children from eight
schools in Madrid (public, private and combined public-private) will meet on 25-
26 October to discuss a number of topics associated with the work of child
helplines. The youth will present their conclusions, findings and projects at the
Wednesday morning plenary sessions.
ANAR in Latin America
Using the same approach as in Spain, Fundación ANAR has consolidated its
presence in Latin America. ANAR Colombia was created in 1991, and ANAR
Peru and ANAR Mexico in 1994. They all operate residential care homes for
children who have suffered mistreatment or sexual abuse, or who are orphaned
or abandoned. In 1998 the Teléfono ANAR Helpline in Peru was launched,
following the model and experience acquired in Spain. It is a nationally
available, free and confidential service for children, adolescents and adults who
need to call about a child.

Silvia Moroder is the Founder and President of Fundación
ANAR, and a pioneer in the establishment of children´s help
lines here in Spain and in Latin America. Her vocation is
cantered on children´s welfare.
Benjamín Ballesteros is the Executive Director of
Fundación ANAR. He began his work with ANAR as a
volunteer telephone counsellor 14 years ago, and as a PhD.
in psychology has spent his entire professional career
immersed in children´s issues and their welfare.
François Villalta, Deputy Executive Director of Fundación
ANAR, is charged particularly with marketing and
fundraising activities for the Foundation.
Luis Estebaránz. I am a psychologist and social worker,
and the Director of the ANAR Help Line for Children and
Adolescents, as well as the Adult and Family Helpline and
EMail ANAR. I´ll be delighted to meet everyone, especially
when you visit our facilities here in Madrid.
4.2 ANAR Team

Diana Díaz is a psychologist and Deputy Director of the
ANAR Help Lines, and has been involved in our Schools
programme as well as training of volunteer counsellors.
María Tovar, a child psychologist, is in charge of the Young
People´s Forum, and has worked with a team of volunteer
counsellors and others, as well as with schools and
students to make the Forum a success.
Ma. Isabel Vega was the first Director of the ANAR Help
Lines, starting in 1994, and is now working with us as a
volunteer trainer and counsellor. Many of you will remember
her from previous IC´s and Regional Consultations
Sheila Donovan. I am responsible for international affairs
for ANAR Foundation. With careers in international banking
and diplomacy, I now live in Madrid, where I volunteered at
ANAR for three years before taking on the coordination of
the Fifth International Consultation.

5 Child Helpline International
Introducing CHI
Supervisory Board
CHI Team

CHI’s overall purpose is to strengthen existing child helpline members by
offering them a platform to communicate, network and share their expertise
with other child helplines and policy-makers. Child helplines not only provide
children with their fundamental right to being heard, as outlined in the United
Nations Convention on the Rights of the Child (UNCRC), but they also play an
instrumental role in shaping, strengthening and filling in the gaps of existing
national child protection systems. To this end, CHI advocates globally for
children and their rights as set down in the UNCRC, be that with children’s
networks, governments, UN Bodies or the private sector. As a result of these
efforts, the child helpline movement has become an important player in the
child protection dialogue.
Vision
A world where technology allows children to be heard one by one and through
their voices shape the world and realise their rights.
Mission
To respond to children in need of care and protection and voice their concerns
to policy and decision-makers.
5.1 Introducing CHI
CCHHII’’ss SSoouull SSttaatteemmeenntt
Children are full citizens of the world. They need, deserve, and have an
inalienable right to respect, nurturance, and support aimed at keeping
them safe and helping them to participate fully in their lives according to
their individual capabilities. Adults have a special obligation to ensure that
children are safe and receive this respect, nurturance and support.
Child helplines provide children with unique opportunities to express their
thoughts, feelings, and needs and to seek help in their own terms, without
fear or inhibition. Trusted by children, child helplines help to keep children
safe and to receive respect, nurturance and support. They do this through
their own direct responses and by using the knowledge given to them by
children to advocate on their behalf.
CHI exists because child helplines around the world gain strength from
working together to express these shared ideals, values and beliefs.
~ CHI’s Articles of Association, Article 2.1, March 2009

Each of CHI's Supervisory Board members is a leader in the corporate or child
protection sectors. Of the eight board members, five are regional child helpline
representatives. Selected by child helplines from their region to represent them
in all matters, Regional Representatives provide a solid system of "checks and
balances" and are a critical aspect of CHI's governance structure. They enable
the Secretariat to better develop appropriate programmes, services and
products for member child helplines. Three of the Board members are
recognised experts in their field, with the Chair being social entrepreneur Jeroo
Billimoria. Four members from the Management Team of the CHI Secretariat
form the Management Board. They provide an essential link between the
strategy of the network and the work of the Secretariat.
Patron - Baroness Valerie Howarth
Supervisory Board:
Chair - Jeroo Billimoria
Secretary - Kees Peijster
Treasurer - Willem Brocker
Regional Representatives:
Regional Representative Africa - MacBain Mkandawire (Malawi)
Regional Representative Americas and Caribbean - Alejandro Nunez (Mexico)
Regional Representative Asia Pacific - Kajol Menon (India)
Regional Representative Europe - Peter Irgens (Sweden)
Regional Representative MENA - Zeina Abu Innab (Jordan)
Management Board:
CHI Executive Director - Nenita La Rose
Head of Advocacy - Leticia Vasquez
Head of Programmes - Leen Decadt
Head of Operations - Helen Mason
5.2 Supervisory Board

The CHI Secretariat is based in Amsterdam, The Netherlands and is headed
by Nenita La Rose. With a small and dedicated team of 17 part- and full-time
staff members and numerous invaluable volunteers, the Secretariat works to
support, promote and expand CHI’s member child helplines worldwide. The
CHI Secretariat is divided into three departments: Programmes, Advocacy and
Operations. Programmes is our largest department and its staff members work
directly with our member child helplines, embracing CHI’s bottom-up approach.
Each department is led by a department head who, along with our Executive
Director, form the management team. Together, everyone at the CHI
Secretariat works to help establish, promote and strengthen child helplines
everywhere, so that children’s voices may be heard and their rights to
protection, provision and participation can be ensured worldwide.
Executive Director – Nenita La Rose
In January 2007 I began to lead CHI into a new phase of
development and now we stand on the threshold of our next
strategic phase 2011-2015. CHI is entering an even more
exciting and challenging period of growth. As the Executive
Director of CHI I am responsible for not only leading a
fantastic team of committed and passionate people, but also
for supporting the implementation of Children’s Rights. I
firmly believe in child helplines and the role they play in
strengthening child protection systems around the world.
Head of Advocacy – Leticia Vasquez
As the Head of Advocacy, I am responsible for overseeing
the development of CHI’s advocacy initiatives. I was born
and raised in the San Joaquin Valley, California. Having
inherited a passion for human rights at a young age from
my father, I went to American University, Washington
College of Law in Washington D.C. I am a firm believer that
children are the present and the future, and I work towards
making the rhetoric of children’s rights into the reality of
human rights.
5.3 CHI Team

Head of Operations – Helen Mason
As the Head of Operations I am charged with coordinating
finance and accounting, human resources, office
management, donor reporting amongst many other
responsibilities. The variety of my work makes for an
exciting and demanding role. I am dedicated to the work of
CHI and I am awed by the amazing work of child helplines
across the world. I am originally from Sheffield UK, I have a
background in the Arts and retail management. Now living
in the Netherlands and proud to call Amsterdam my home!
Head of Programmes – Leen Decadt
As Head of Programmes, I am responsible for coordinating
CHI’s programmes department which consists of five
regions (Africa, Americas and Caribbean, Asia Pacific,
Europe and MENA). I am involved in managing, evaluating
and reporting on CHI’s programmes to various key
stakeholders, developing and sustaining external
relationships and advocating at all levels. I returned to
Europe 4 years ago, after having lived for 14 years in
different parts of Africa, working for U.N. and NGOs in child
protection and community development.
Programme Manager for Africa – Alice Mapenzi Kubo
I am originally from Kenya and have lived in the
Netherlands since 2000. My work as Programme Manager
for Africa involves cooperation with member child helplines,
establishing and strengthening helplines, establishing and
maintaining relationships with like-minded organisations,
regional advocacy on behalf of partner organisations and
the African children.
Programme Manager for the Americas – Magdalena Aguilar
As the Programme Manager for the Americas and
Caribbean at CHI, I work to facilitate the exchange of
knowledge among member child helplines. I’m also
expanding our network by helping set up child helplines in
those countries where there are none, and by searching for
child helplines that might be interested in joining our
network. Further, I work as a liaison between the members
and the Secretariat, exposing the members’ needs and
challenges, which are translated into the development of
manuals and theme based trainings.

Programme Manager for Asia Pacific – Amrita Singh
As the Programme Manager for Asia & Pacific, I am
responsible in assisting in the establishment, the scale-up,
and the networking of helplines throughout the region. It is
our goal to create a positive relationship amongst these
helplines, which will allow for a free exchange of knowledge
and learning experiences.
Programme Manager for Europe – Thomas Mőller
As the Programme Manager for Europe, I closely work
together with CHI member organisations in 48 European
countries. My main tasks are to assist organisations in their
endeavour to start or improve their child helpline services.
In addition to that I promote child helpline issues on behalf
of the European membership at national and regional levels
with policy makers and other relevant stakeholders.
Programme Manager for Middle East & North Africa –
Nafila Maani
As the Programme Manager for the Middle East and North
Africa, I am responsible for networking with existing child
helplines in the region and facilitating new helplines in
countries preparing to establish child helplines. A major part
of my work involves supporting child helplines at all stages
of development and keeping an overview of all country level
activities.
Programmes Assistant – Diana Kaekebeke
As Programmes Assistant I work closely with the Head of
Programmes and the individual programme managers,
playing a key role in supporting their ongoing activities in
the regions. My main tasks involve networking with existing
helplines, facilitating meetings and trainings, supporting the
development of child helpline manuals and guidelines,
supporting the annual data collection and donor reporting.

Francophone Africa Programmes Assistant – Laurence
Souloumiac
As Francophone Africa Programmes Assistant I work in
close collaboration with Alice to support Francophone
countries in Africa in establishing and developing child
helplines, and to contribute to exchange of best practices
between these helplines. I am freshly back from the field
where I have worked with NGOs and local partners in the
field of child protection.
Advocacy Officer – Johan Martens
As Advocacy Officer I am involved in many different
projects. I support child helplines in advocating with national
telecom authorities. Also, I advocate with United Nations
organisations and bodies, regional governmental
organisations and build partnerships with other child
protection agencies. Finally, I work on violence against
children and all projects related to this topic, such as the
CHI Violence Against Children Report.
Advocacy Officer - Marieke Noz
As advocacy officer I work on the coordination of awareness
raising efforts, for CHI as a network and on relevant topics.
One of CHI’s most insightful publications, Connecting to
Children, is produced annually with help of all (member)
child helplines. This data outlines the reasons why children
call, their profiles and information on the helplines
themselves. With the continual support of our members,
coordinating the collection of this data and compiling
Connecting to Children is my main task at CHI. I have a
university degree in Human Geography and
Communications (M.A and M.MSc).
Communications Officer – Ammanjah de Vries
As Communications Officer I have the privilege of being
involved in many facets of the Secretariat’s work, from the
production of communication products and tools for our
extensive network of members, to external communication
with key stakeholders and policy and decision makers.
Together with the rest of the CHI team I hope to do my part
to ensure children everywhere are afforded their full rights,
and that their voices can be heard and counted.

Administrative Officer – Clem Neda
I have a Master’s Degree in International Development from
the University of Amsterdam and have previously conducted
research on environmental issues in South East Asia. I feel
privileged to be working in such a dynamic environment. I
am responsible for the day to day administrative and
operational tasks at CHI. My work also brings me in contact
with various representatives around the globe and I am
committed to accomplishing the goals and vision of CHI
which is protecting the rights of children.
Financial Officer – Jonathan Mateyo
As CHI’s Finance Officer I am responsible for processing all
of the incoming / outgoing payments and declarations. I am
also responsible for the quarterly financial reports and
preparing for our annual audit and annual report.
Services Coordinator – Jane Hannon
As the Services Coordinator at CHI I work closely with the
Head of Operations to ensure that all CHI hosted training
events run efficiently and effectively, with the overall goal of
strengthening child helplines across the world.
Volunteer – Robert Wintraecken
For me as a MA student of International Relations at Utrecht
University (The Netherlands), volunteering at CHI’s
Secretariat has been a wonderful opportunity to gain
valuable work experience and gain understanding of the
core business of Children’s rights in diverse regions of the
world. It is with great enthusiasm that again I volunteered
for CHI’s Fifth IC in Madrid!

6 Young People’s Forum and
Plenary

36
Young People’s Forum
ANAR Foundation has o
Forum taking place
International Consultation.
Children´s Forum
found important differences and even more important similarities.
When we witnessed the Children´s Forum in Amman in 2008, we were
convinced that this is a superb model.
participate in the International Consultation, it
views with each other and with an audience of child helpline professionals from
around the world.
We hope that all of us will find the experience as enriching an
our team has in preparing the event.
Madrid, representing public, private and combined public
Listening to more than 800 students over the last 10 months while we prepared
the Young
artistic and technological media to express their interests, their needs, their
preferences and their opinions about issues facing them today.
adolescents in their own surroundings, listeni
and very quickly found modes of expression that reflect their reality, has
enhanced our perception and given us a great deal to think about and
incorporate into our daily work.
Not all the young people we worked with ove
here, but their projects represent them, and their work will be displayed during
the IC; we hope you will spend
Approximately 90 students aged 14 to 16 from eight Madrid
participate in the Young People´s Forum.
Monday and Tuesday, and will present their findings, reflections and
recommendations to the IC during the Wednesday morning plenary sessions.
School principals and teac
also invited to the plenary sessions.
with all of them at that time and at the lunch following the morning meetings.
ANAR views children and teenagers´ particip
work of our help line as a crucial element of our mission.
6 Introduction to Young People’s Forum
Young People’s Forum
NAR Foundation has o
Forum taking place simultaneously with the
International Consultation.
Children´s Forum model to the reality and circumstances in Spain, we have
convinced that this is a superb model.
around the world.
our team has in preparing the event.
the Young People´s Forum has been enlightening indeed. They have used
, but their projects represent them, and their work will be displayed during
the IC; we hope you will spend
participate in the Young People´s Forum.
School principals and teachers who were deeply involved in the preparation are
also invited to the plenary sessions.
NAR Foundation has organised a Young People´s
simultaneously with the
International Consultation. In adapting the Jordan River Foundation´s
model to the reality and circumstances in Spain, we have
convinced that this is a superb model. Not only does it allow young
our team has in preparing the event. We have worked with eight schools in
People´s Forum has been enlightening indeed. They have used
the IC; we hope you will spend some time looking at these
participate in the Young People´s Forum. They will discuss eight themes over
hers who were deeply involved in the preparation are
also invited to the plenary sessions. You will have the opportunity to interact
ed a Young People´s
simultaneously with the Fifth
In adapting the Jordan River Foundation´s
Not only does it allow young
participate in the International Consultation, it is also a vehicle to share their
We have worked with eight schools in
Madrid, representing public, private and combined public-private institutions.
adolescents in their own surroundings, listening to them as they very creatively
Not all the young people we worked with over the course of the y
some time looking at these creative ventures.
They will discuss eight themes over
You will have the opportunity to interact
ANAR views children and teenagers´ participation and involvement with the
work of our help line as a crucial element of our mission. Through the Young
Not only does it allow young people to
a vehicle to share their
We hope that all of us will find the experience as enriching and rewarding as
private institutions.
preferences and their opinions about issues facing them today. Seeing
ng to them as they very creatively
r the course of the year can be
creative ventures.
Approximately 90 students aged 14 to 16 from eight Madrid-area schools will
ation and involvement with the
Through the Young
people to
a vehicle to share their
d rewarding as
private institutions.
Seeing
ng to them as they very creatively
ear can be
hools will
ation and involvement with the
Through the Young

People´s Forum, fellow members of CHI will have the chance to listen and
speak to young people from another country in a safe, creative environment.
This is an opportunity that we believe should be grasped with both hands by all
members of CHI in future International Consultations.
Young People’s Forum Plenary Session
The Young People’s Forum plenary session will be followed by a joint session,
together with the young people’s forum participants, on Child Participation.
Child helplines have incorporated principles of child participation to varying
degrees. Such an important topic, merits ongoing discussion and analysis. CHI
began collecting information on the range of child participation within the
network in 2005. The information was published in 2007’s A Guide to Child
Participation Practice in Child Helplines. This session will illustrate the range of
different approaches across the network.
Presenters:
Germán Guajardo Méndez, Director General, Teléfono ANAR-PERÚ (Peru)
In 2005 a youth who had benefited from help received via Teléfono ANAR in
Peru expressed a desire to get involved and help ANAR reach more youth like
him. The result has been a project to capacitate youth in schools to help others
realise their right to be treated with respect and to be free of violence and
abuse. Germán Méndez will tell us more about this initiative.
Kajol Menon, Executive Director, Childline India (India)
CHILDLINE India’s story began almost 20 years ago with a group of street
children on one of Mumbai’s busiest Railway Stations. Kajol Menon will look
back on how children have been involved in various stages of Childline India’s
creation and development, and what can be done to ensure their full
participation and ownership in the future.
Samia Bishara Rizeq, Child Safety Programme Director, Queen Rania Family & Child
Centre Manager, Jordan River Foundation
The participation of children in matters pertaining to their own welfare has over
the past few years not only been viewed as a fundamental right, but also as a
methodology for developing child centred services. It is with great conviction
that the Jordan River Foundation views child participation as an essential tool
in programme development, assessment and evaluation. Children offer their
input, thoughts and recommendations on matters that relate to their own
development, wellbeing and general benefit. Facilitating for meaningful and
active child participation should be automatically and inherently part of any
child centred entity’s mandate. In this session, Samia Bishara will link the
learning from the Youth Forum in Jordan 2008 to the Youth Forum in Spain
2010 and the value of child participation as a tool for all child helplines.

7 Agenda
Agenda Information
Full Programme
Keynote Speakers
Parallel Sessions
Regional Spaces

An easy, block overview of the IC agenda can be found in the inside cover of
this booklet.
The full detailed programme can be found in the following section, on page 41.
More information on the parallel sessions, including abstracts and information
on speakers and rooms, can be found on page 54.
More information on the agenda for the Regional Spaces can be found on page
60.
All plenary sessions, regional spaces and workshops will take place at the
hotel. Meeting rooms are located on the lower level, and all have natural light.
Coffee breaks will take place in the outdoor tent (heated in winter and air-
conditioned in the hotter months) adjacent to the meeting rooms.
Parallel Sessions – how to register for
In order to facilitate translations during the parallel sessions, your will be asked
upon registration at the hotel to indicate which two sessions you will be
attending (see also the IC agenda). Please take a look on-line or in the IC
Information Packet which will be sent to you prior to the event and choose the
sessions you wish to attend before your arrival. This will make registration
smoother for everyone and ensure adequate translation and staff at all parallel
sessions.
Poster Exhibition – what to prepare and how to participate
We would like to encourage you to bring posters and other material to share
with your fellow participants. There will be a designated area for posters and
promotional/informative material from Monday 25 October to Tuesday 26
October. Volunteers will collect your posters and materials upon your
registration at the hotel. Please have these materials ready to hand to them
and make sure they are clearly labelled! Please clearly label material that is for
exhibition only (not for distribution) and which are free for others to take!
Also, for those members whose annual reports are not available on-line, please
bring a hard copy to give to your CHI programme manager.
7.1 Agenda Information

Field Visit to ANAR and Police HQ – Tuesday October 26th
Special field visits are scheduled for Tuesday 26 October in the afternoon.
There will be four buses leaving the hotel at 15:00.
• We have arranged for a visit to Guardia Civil (police) headquarters, but
because of security reasons only 80 participants, in two groups of 40 each,
may visit. You will be asked to sign up for the Guardia Civil visit upon
registration, as they must have names, affiliations and passport
numbers of those people visiting for security reasons. We must
provide the Guardia Civil with that information by Sunday 24 October
in the evening at the very latest.
• Those who wish to visit the Guardia Civil installations will travel in two
buses for a briefing from police on their collaboration with ANAR, their
activities and policies regarding child protection and internet security, as
well as other topics of interest to child helplines. After the Guardia Civil
briefing is over, the buses will travel to ANAR for a visit to the helpline.
• The other two buses will go directly to ANAR for a briefing on the
Foundation´s programmes and a visit to the helpline, and then will have the
rest of the afternoon free.
• Refreshments
Please note that there will be refreshments served at ANAR during your
visit there.
• Translation
Spanish-English translation will be provided during the visits. We will do our
best to provide translation into other CHI official languages as needed.
• Return to Hotel
Buses will return to the hotel at the end of the visits. For those visiting the
Guardia Civil, this will be approximately 19.00. Those visiting ANAR will
have the afternoon off and are free to either take the buses back when their
visit is over or to make their own way back to the hotel if they so desire.

Sunday 24 October
15.00 – 21.30 Registration of Participants hotel reception
IC participants are invited to register at the reception in the hotel lobby.
19.00 – 21.30 Arrival dinner hotel restaurant
Participants are invited to join an arrival dinner that will be served in the hotel
restaurant. This dinner will be buffet style, served any time between 19.00 and
21.30. We hope that this informal dinner will allow all participants to rekindle
friendships and get into the IC mood.
7.2 Full Programme

Monday 25 October – Morning sessions
08.30 – 14.00 Registration of Participants hotel reception
IC participants are invited to register at the reception in the hotel lobby.
9.00 – 10.30 Regional Spaces – Regional Update & Review of CHI Strategy
Full and associate CHI child helpline members and partners are invited to join
this part of the Regional Spaces to hear about and discuss the developments
since the last IC in Jordan and to review CHI’s 2011-2015 Strategy before
approval by the General Assembly on Tuesday 26 October 2010.
The Regional Spaces will take place in the following rooms:
Africa room A
Americas and Caribbean room B
Asia Pacific room C
Europe room D
MENA room E
10.30 – 11.00 Break
Coffee and tea will be served to IC participants
11.00 – 12.30 Regional Spaces – Regional Issues
Full and associate CHI child helpline members and partners are invited to join
the continuation of the Regional Spaces. This session will focus on a
discussion of regional issues.
Africa room A
Asia Pacific room C
Europe room D
MENA room E
12.30 – 13.00 Break

13.00 – 14.00 Official Opening of Fifth IC plenary room
All IC participants are invited to join the official opening session of the Fifth CHI
International Consultation that is kindly hosted by H.R.H The Infanta Cristina de
Borbón.
Speakers:
• H.R.H. The Infanta Cristina de Borbón (this will be the last address)
• Her Excellency Esperanza Aguirre, President of the Autonomous
Community of Madrid
• Francisco de Bergia, General Manager, Public Affairs of the Chairman,
Telefónica
• Child Participant – Children’s Forum
• Silvia Moroder de León y Castillo, President of Fundación ANAR
• Nenita La Rose, Executive Director of CHI
14.00 – 15.30 Lunch
Lunch will be served to all IC participants

Monday 25 October – Afternoon sessions
15.30 – 21.30 Poster exhibition (ongoing)
During the IC child helplines may display advertising and awareness raising
materials in a specially designated exhibit area. The exhibit will be open for
visitors from Monday 15.30 to Tuesday 12.00. Volunteers will collect your
material upon registration and set up the exhibit.
15.30 – 16.30 Thematic plenary session plenary room
During this plenary session several key note speakers will present under the
theme “Reaching out to more children with technology”.
Key note speakers:
• Javier Nadal, Vice President, Telefónica Foundation
• Richard Kincaid, President and Founder, BeCause Foundation
• Marta Santos Pais, UN Special Representative on Violence Against
Children (Video Presentation)
16.30 – 17.00 Introduction to Nomination Process plenary room
for Regional Representatives
* Presented by Secretary to CHI Supervisory board – Kees Peijster
17.00 – 18.30 Regional Spaces – Nomination Board and Taskforce members
During this session, the nominated full members will present themselves and
all full members will discuss nominations for the Supervisory Board and the
PSP Taskforce. This session is for full CHI members only. Associate members
and partners, please see the parallel session bellow. Coffee and tea will be
available.
Africa room A
Asia Pacific room C
Europe room D
MENA room E
17.00 – 18.30 Parallel session associate plenary room
members & partners
Partners, associate members and other valued guests are invited to join us in
this session to discuss ways we can better work together to further the work of
child helplines worldwide.

19.30 Departure for Welcome Dinner location hotel lobby
At this time all IC participants are urged to assemble in the hotel reception for
departure to the official IC Welcome Dinner. Buses will depart at 19.30 sharp.
20.30 Welcome dinner off site
All IC participants are invited to join the official Welcome Dinner at the
headquarters of the Autonomous Community of Madrid. Buses depart the hotel
at 19:30 sharp!

Tuesday 26 October – Morning sessions
09.00 – 09.30 Coffee and tea for all participants
09.30 – 11.30 General Assembly of child helplines plenary room
All participants are invited to join the General Assembly of child helplines. Only
full CHI members are allowed to contribute to items concerning CHI
governance.
The following items will be presented and/or discussed:
1. Update by CHI Secretariat and CHI in review 2007-2010
2. Launch of CHI Products
3. Proposal to increase CHI Membership fee from €100-€125
4. Update by the Chair of the PSP Taskforce
5. Update by Regional Representatives on CHI strategy from the regional
spaces
6. Approval of CHI Strategy 2011-2015
7. Approval of Supervisory Board nominations
8. Presentation of PSP Taskforce and Taskforce members
11.30 – 12.00 Group photo
This moment will be used to take a group photo of all IC participants present.
12.00 – 12.15 Break
12.15 – 13.30 General Assembly of child helplines, continued
plenary room
13.30 – 15.00 Lunch
Lunch will be served to all IC participants
* a separate handover meeting
between the old and new
Supervisory Board members will
take place during this time.

Tuesday 26 October – Afternoon sessions
15.00 Departure for field visits hotel reception
At this time all CHI participants are urged to assemble in the hotel reception for
departure. Coach buses will leave at 15.00 sharp!
15.00 – 19.00 Visit to ANAR call centres and sightseeing Madrid
ANAR has compiled a great afternoon programme with a visit to the Teléfono
ANAR call centre and one of their partners in the child protection system. This
time will also be used also to show participants around the wonderful city of
Madrid.
20.30 Dinner hosted by ANAR tapas restaurants
All participants are invited to join in on a real Spanish tapas dinner. This dinner
is kindly hosted by ANAR. Buses will depart the hotel at 20.30 sharp!

Wednesday 27 October – Morning sessions
08.30 – 9.00 Optional Demo of Data Software Package plenary room
During this optional session, the data software package distributed to child
helplines by CHI will be demonstrated. This session will be in English only.
09.00 – 09.30 Coffee and tea for all participants
09.30 – 12.00 Youth Forum plenary room
Parallel to the IC, ANAR has organised a Youth Forum with 90 students from
various backgrounds from Madrid. During this session young people will
present projects on various topics that affect their rights and lives, and their
conclusions from the past two days. IC Participants will be given the
opportunity to ask questions and communicate with the Youth Forum
representatives.
12.00 – 12.30 Break
Coffee and tea will be served to IC and Youth Forum participants
12.30 – 13.30 Child participation session plenary room
All IC and Youth Forum participants are invited to join this session on Child
Participation
Child helplines have incorporated principles of child participation to varying
degrees. Such an important topic merits ongoing discussion and analysis. CHI
began collecting information on the range of child participation within the
network. The information was published in the 2007 A Guide to Child
Participation Practice in Child Helplines. This session illustrates the range of
different approaches across the network.
13.30 – 15.00 Joint lunch of IC and Youth Forum participants

Wednesday 27 October – Afternoon sessions
15.00 – 16.30 Parallel sessions
IC participants are invited for a series of exciting sessions during which child
helpline representatives and partners will present their knowledge and
experiences on various topics. The following sessions are scheduled:
Parallel sessions:
1. High tech, Low tech: Bringing the child helpline to the community
room A
2. Sharing good practice: Advocating for a toll free number
room B
3. Child protection sector: Fundraising for child helplines
room C
16.30 – 17.00 Break
Coffee and tea will be served to all IC participants
17.00 – 18.30 Parallel sessions
IC participants are invited for a series of exciting sessions during which child
helpline representatives and partners will present their knowledge and
experience on various topics. The following sessions are scheduled:
Parallel sessions:
1. High tech, Low tech: The Child’s Preferred Communication Method
room A
2. Sharing good practice: Investing in alternative communication methods
room B
3. Child protection sector: Working together to make a difference
room C
18.30 – 19.00 Closing session Fifth IC plenary room
All IC participants are invited to attend the closing session of the Fifth CHI
International Consultation of child helplines.

Thursday 28 October – Optional sightseeing day
All IC participants can use this day to join in optional organised sightseeing
tours or do this on their own. No costs incurred for the organised or the
independent sightseeing will be covered by CHI. The tours are run by
AroundArt and all transactions are directly with them.

Keynote Speakers for the Opening Ceremony:
Her Royal Highness the Infanta Cristina de Borbón y Grecia
Her Royal Highness, the Infanta Cristina de Borbón y Grecia is the second
daughter of the Their Majesties King Juan Carlos and Queen Sofia of Spain.
She read Political Science at the Complutense University of Madrid, graduating
in 1989, and later studied for a Master´s Degree in International Relations at
New York University. HRH the Infanta Cristina carries out many institutional,
cultural, academic and welfare activities in Spain and abroad. As well as being
the Honorary Patron of Fundación Anar, she is honorary president of the
Spanish Committee of UNESCO, and is the Director of Social Welfare at the La
Caixa Foundation.
Her Excellency Esperanza Aguirre, President of the Autonomous
Community of Madrid
Esperanza Aguirre is a native madrileña. Married and with two children, she
graduated with a law degree from the Complutense University of Madrid. Her
first public service was with the Municipality of Madrid in 1983, and she made
the jump to national political service in 1996, when she was elected senator
from Madrid. Two months later, she joined the government of José María Aznar
as Minister of Education and Culture, returning to the Senate three years later
as the first woman president of that body. In 2003, as the candidate of the
Popular Party, she won the first of two elections as President of the Community
of Madrid, the post she currently holds.
Francisco de Bergia, General Manager, Public Affairs of the Chairman,
Telefónica
Mr. de Bergia began his professional career with Meliá Group as Meliá Club
General Manager and Finance Deputy Manager of Meliá Hotels. He has been
Marketing Vice-Chairman of DEFEX, Director Partner of APAX PARTNERS,
Executive Vice-Chairman and C.E.O. of Cabitel (Telefónica Group),
Institutional Relations General Manager of Telefónica de España, Member of
the Board of Antena 3 TV and Cabitel, and Executive Vice-Chairman of
Telefónica Foundation. Nowadays, he is a Member of the Board of AMPER,
ADO, Spanish Paralympic Committee and Rey Juan Carlos University. He is a
Patron of the Residencia de Estudiantes, of the Reina Sofía Superior Music
School, of the Príncipe Felipe Science Museum, of the Comunidad Valenciana
7.3 Keynote Speakers

Foundation, and of the Real Instituto Elcano Foundation, and Member of the
Board of COTEC (on behalf of Telefónica, S.A.).
Silvia Moroder, President, Fundación ANAR
Silvia Moroder has spent the greater part of her life dedicated to children´s
issues. Her vocation began in 1963, when she spent several years as director
of a day-care facility for 100 one-to-three-year-olds in a marginal area of
Madrid. She launched Fundación ANAR in 1970, when she opened the first of
many residential care facilities for at risk and abandoned children in Madrid. In
1994, Ms. Moroder embarked on a new project, opening Teléfono ANAR –
Help Line for Children and Adolescents, and at the same time launched a help
line for adults to call about issues related to children and young people. To
date, the help line has answered more than 1,800,000 calls from children and
adolescents from around the country. Under her guidance, the Foundation
reached out to Latin America, opening residential care facilities in Colombia in
1991, in Peru in 1994 and in Mexico in 1999. It was because of her tenacious
vision that Telefono ANAR Peru, the first children´s helpline in Latin America,
was opened in 1998. In recognition of that innovation and pursuit of excellence
in children´s welfare, in 2001 Ms. Moroder was decorated by President Javier
Pérez de Cuellar of Peru with the Order of Merit for Distinguished Service. She
is a past Vice President of the European Forum for Children´s Welfare (EFCW)
and a member of the International Forum for Children´s Welfare. In addition to
her life-long dedication to the welfare of children and young people, Ms.
Moroder has a deep and abiding interest in the arts. As such, she was the first
president of the ARCO (Arte Contemporáneo de Madrid – Contemporary Art
Fair of Madrid), in which capacity she served for 8 years, and was an active
member of the Museum of Modern Art (MOMA New York) International
Council.
Nenita La Rose, Executive Director Child Helpline International (CHI)
Nenita La Rose is the Executive Director of Child Helpline International since
January 2007. She has over 20 years experience successively as a legal
advisor at an NGO in the Netherlands for refugees and asylum seekers and as
an Amsterdam government official serving as personal advisor to the mayor of
Amsterdam. She has broad experience in managing projects in an international
context as Director of the International Desk of the City of Amsterdam and
acting as Ambassador for the city in the European Network for European Union
Capitals. From 2001-2007, Nenita La Rose was Director of General Affairs and
Public Services at the Amsterdam city district Southeast. Nenita La Rose was,
among other positions, also a Board member of the National Bureau against
Racism and of the Centre for Voluntary Work in Amsterdam, chair of the Music
Centre in the Amsterdam district Southeast and Secretary of the Dutch Theatre
Foundation Frascati.

Keynote Speakers for the Thematic Plenary Session:
Javier Nadal, Vice President, Telefónica Foundation
- Not available at time of printing –
Richard Kincaid, President and Founder, BeCause Foundation
Richard Kincaid was the president and Chief Executive officer of Equity Office
Properties Trust, the largest office property trust in the world, until its
acquisition by the Blackstone Group in 2007. He is currently the President and
Founder of the BeCause Foundation. The BeCause Foundation is a nonprofit
corporation whose mission is to foster social change by developing multimedia
campaigns to bring awareness, innovation and efficiency to the social causes
selected for development. The foundation has completed four advocacy
campaigns to date addressing issues including child abuse, homelessness,
conflicts on the Thai-Myanmar border, and refugee/immigration integration in
America. Current projects focus on bringing awareness to the tragedy of
bullying in the schools as well as a programme focused on innovative ways to
significantly reduce homelessness in America. In addition to films and their
outreach campaigns, the Foundation has partnered to form the International
Street Medicine Institute, a worldwide network of medical professionals who
provide medical services to the unsheltered homeless; partnered with the U.S.
Campaign for Burma to increase awareness of the conflict on the Thai-
Myanmar border during World Refugee Week, and most recently, partnering
with the North American child helplines and Child Helplines International to
bring increased resources to the helplines and explore the creation of a robust,
shared website, and a national 3-digit number for children in crisis that would
direct children needing help to existing helplines.
Marta Santos Pais, UN Special Representative on Violence Against
Children
Marta Santos Pais is the Special Representative on Violence Against Children
for the United Nations in New York. Pais earned a Law degree from the
University of Lisbon. Pais was Rapporteur of the United Nations Committee on
the Rights of the Child and Vice-Chair of the Coordinating Committee on
Childhood Policies of the Council of Europe. In 1997 she joined UNICEF as
director of Evaluation, Policy and Planning and Co-Chair of the United Nations
Development Group Working Group on Human Rights. Pais also was the
Director of the UNICEF Innocenti Research Centre before becoming Special
Representative.

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