This week You! talks to Rukhsana Parveen Khokhar, Senior Project Manager at SLACC, in an attempt to find out how she navigates through day-to-day challenges. Read on…
chambers of justice
In the bustling city of Karachi, the Sindh Legal Advisory Call Center (SLACC) serves as a vital resource for those who have long been denied access to justice. This humble office, filled with the steady buzz of ringing phones and clicking keyboards, is more than just a call centre - it is a lifeline for marginalised communities across Pakistan. For individuals in remote areas where poverty, lack of awareness, and inaccessibility have kept justice out of reach, SLACC offers a way forward. A single phone call connects people to free legal advice from High Court-enrolled lawyers, and in complex cases, even retired Supreme Court judges.
This week You! talks to Rukhsana Parveen Khokhar, Senior Project Manager at SLACC, in an attempt to find out how a day in the life of a Free Legal Advisory Call Centre Manager looks like and how she navigates through day-to-day challenges. Read on…
Can you tell us briefly about your role at SLACC?
Established in 2014 and renamed SLACC (Sindh Legal Advisory Call Center) in 2018 through a partnership with the Sindh government, the Legal Advisory Call Center embodies Justice Nasir Aslam Zahid’s vision of making justice accessible to all. Since its inception, SLACC has handled over 419,325 calls and addressed 214,912 legal queries from 600 cities across the country.
As the Senior Project Manager at SLACC, my role is multifaceted and deeply personal. As a mother of two daughters with strong connections to both Sindh and Punjab, my life has been shaped by the very challenges that many Pakistanis face daily.
Born in Rahim Yar Khan, South Punjab, with maternal roots in Kashmore, Sindh, I have seen first-hand the injustices that so many, especially women, endure. Issues such as the right to education, freedom of speech, employment, and protection against gender-based violence are not just abstract concepts to me -they are lived experiences that drive my commitment to supporting those who face similar struggles.
What motivated you to join advocacy?
My personal battle against injustice fuelled my passion to fight for human and women’s rights. After years of dedication, I earned a master’s degree and began working with various national and international NGOs across Pakistan. This journey led me to the Legal Aid Society (LAS), where the mission – ‘to connect vulnerable and disempowered end users of justice with effective and expedient services for the delivery of justice’ - deeply resonated with my own life’s purpose. Currently, I live in Karachi with my mother and two-year-old daughter, while my husband serves in the Punjab Police and my eight-year-old daughter pursues her education in Islamabad. My commitment to LAS, which I joined in October 2020, stems from a strong belief in its mission to support the most vulnerable in their pursuit of a better life.
What does a typical day look like for you?
My day begins early, long before I arrive at the office. By 5:30 am, I am up, preparing breakfast for my family after morning prayers. By 9:00 am, I am at the office, ready to tackle the day’s challenges. The first task is to review the abandoned calls - those missed outside of office hours. Our team approaches these calls with the utmost empathy and sensitivity, recognising the importance of confidentiality and non-judgmental support. By 5:00 pm, the office quiets down, and the team prepares to leave, knowing that we have made a difference in the lives of the people we’ve spoken to. Each call is a step toward justice, and while the work can be exhausting, it is also deeply rewarding.
What type of challenges do you navigate on a daily basis?
Throughout the day, our team handles a significant volume of queries, providing legal advice to 150-200 callers. As a manager, I ensure that follow-ups are conducted with the relevant departments, especially for cases referred by the call centre. My role often involves meetings with government stakeholders, commissions, media personnel, and channels to raise awareness about the right to access justice. This outreach is crucial to ensuring that even the most remote and underserved communities know about the services SLACC offers.
What has been SLACC’s contribution towards creating awareness among people regarding their legal rights?
In our efforts to extend SLACC’s reach, I regularly participate in media programmes designed to inform the public about their legal rights and how to access justice through our helpline. The fruits of these efforts are evident in the success stories we see every day. On November 1, 2023, SLACC successfully integrated with the Chief Secretary’s Complaint Portal (SPMS), allowing callers to receive legal advice and remedies for public maladministration through a single helpline. The stories that emerge from this integration testify to the impact SLACC has on the lives of those who need it most.
Can you share some of your success stories?
One such story involves a woman who called our helpline on May 31, 2024, desperate for help. She recounted how her brother and his wife had physically abused her and her mother, leaving them injured and traumatised. Our team provided her with comprehensive advice, guiding her on filing a complaint, securing a medico-legal certificate, and seeking protection under the Domestic Violence Act. By June 13, the court had ruled in her favour, issuing warrants for her brother and his wife and ensuring police protection for her family.
Another case involved a man from Sanghar who had been falsely accused of abduction, leading to his unjust arrest. Following our advice, he submitted a complaint through SLACC to the Chief Secretary’s portal. The investigation led to the quashing of the false FIR, and the man is now exploring legal action against those responsible. These stories are just a glimpse of the work SLACC does every day.
What do you like most about your job?
As we leave the office each day, my team and I take pride in knowing that we are providing a vital service to those who need it most. We are not just lawyers; we are advocates, counsellors, and, above all, a voice for those who are too often unheard. Once I reach home in the evening, I switch roles - cooking dinner, tending to household chores, and fulfilling my duties as a mother, daughter, and wife.
Despite the challenges, I find deep satisfaction in my work. I am not just a manager at a call centre; I am a trendsetter, a change agent, and a beacon of hope. I am an inspiration, not only for my daughters but for all the dedicated women of Pakistan who strive to contribute to the development of our country.
