Childline Kenya is seeking the services of qualified vendors to design, develop, and deploy an integrated Social Media Integrated Case Management System that strengthens our capacity to respond to child protection and broader social concerns across the country. The system must support safe, timely, and coordinated assistance to children—our primary target group—and to members of the public reporting on their behalf. It will serve as a unified platform that manages communication across multiple channels, including SMS, WhatsApp, social media, and future digital interfaces.
Vendors are expected to provide solutions that enhance the full spectrum of helpline operations, from initial contact to case closure. This includes contact management, triaging, escalation workflows, referral coordination, supervision tools, and quality assurance mechanisms. The system should integrate seamlessly with county and national response structures to ensure that children and families receive the appropriate services based on established protocols. A core requirement is that all features and processes must prioritize child safety, confidentiality, and accessibility.
The technical specifications call for a modern, secure, and scalable platform equipped with omnichannel routing, automation modules, real-time analytics, sentiment analysis, and customizable reporting dashboards. Vendors must demonstrate capacity for interoperability with existing and emerging child protection systems and standards, including alignment with the Child Helpline International (CHI) Data Framework and UNICEF’s ICVAC guidance. The proposed solution should also support integration with tools used for the reporting and detection of Child Sexual Abuse Material (CSAM), in recognition of the rising risks posed by online harms.
Data protection is a central requirement. Vendors must ensure strong security controls, encryption, responsible data governance, detailed audit trails, and safeguards that protect the identity and rights of children. Compliance with Kenya’s regulatory environment—including data privacy, cybersecurity, and child protection obligations—is mandatory. Systems should facilitate safe information-sharing among authorized partners without compromising the privacy and wellbeing of children.
Interested vendors are encouraged to carefully review the full technical specifications, which provide detailed requirements on features, architecture, workflow expectations, performance standards, and integration needs. Proposals should demonstrate both technical strength and sensitivity to child protection principles. The full document can be accessed through this link: https://drive.google.com/file/d/1Br-d8zAtR0b-p-5qfcZV0IhW7I49prWT/view?usp=drive_link for submissions.
Childline Kenya looks forward to engaging committed and capable service providers to support its critical services.
Organizations, firms or individuals with demonstrated expertise and capacity in the development, installation, and maintenance of integrated digital case management systems are invited to submit their Expressions of Interest (EOI).
Interested applicants should include the following in their submission:
All EOIs should be submitted electronically to vacancy@childlinekenya.co.ke
with the subject line: “Social Media System – CLK.”
The deadline for submission is 30th November 2025.