A crucial US government call centre established to protect unaccompanied migrant children is systematically failing its most vulnerable users, an investigation has revealed. The facility, operated by US Immigration and Customs Enforcement (ICE), has left children facing abuse, trafficking, and desperate situations without adequate support.
Systemic Failures Endanger Children
The call centre, which launched in November 2022, was designed as a lifeline for unaccompanied minors who had been released from government custody to sponsors across the United States. These children could report problems including abuse, trafficking, exploitation, or other emergencies through the service.
However, internal documents and testimony from former employees paint a disturbing picture of an operation in crisis. Call abandonment rates reached as high as 44% in October 2024, meaning nearly half of all children calling for help never reached an operator. Even when calls were answered, many were handled by staff with minimal training who lacked the language skills to communicate effectively with distressed callers.
Former case coordinator Michelle Abarca described the operation as "a complete mess" where critical information about children's welfare was routinely lost or ignored. "We were set up to fail these children," she stated bluntly.
Disturbing Cases of Neglect
The investigation uncovered numerous instances where the system's failures placed children in direct danger. In one particularly alarming case, a 13-year-old girl from Guatemala reported being forced to work long hours in a chicken processing plant. Despite multiple calls to the centre, no effective action was taken to protect her.
Another case involved a child who contacted the service 17 times over several months, reporting severe abuse and neglect by their sponsor. The child's desperate pleas for help went largely unaddressed until the situation became critical.
Former employees reported that training lasted only two to three weeks, leaving staff ill-equipped to handle complex child welfare emergencies. The high-pressure environment and overwhelming caseloads led to rapid staff turnover, further exacerbating the problems.
Government Response and Ongoing Concerns
ICE has acknowledged some operational challenges but maintains that the call centre represents an improvement over previous systems. A spokesperson stated that the agency takes its responsibility to protect unaccompanied children seriously and is working to address the identified issues.
However, critics argue the problems run deeper than operational teething troubles. The fundamental structure of the program appears flawed, with inadequate resources and insufficient oversight creating conditions where vulnerable children cannot access the protection they desperately need.
Since its launch, the call centre has received approximately 165,000 calls, raising serious questions about how many children have been left without proper support. With the system handling sensitive cases involving potential human trafficking and serious abuse, the consequences of these failures could be severe and long-lasting.
The revelations have sparked calls for immediate reform from child welfare advocates and political figures alike, who demand that the US government prioritise the safety and wellbeing of these vulnerable young people.
