NAIROBI, Kenya – The Government of Kenya has officially launched a 24-hour Diaspora Affairs Call Centre, a move designed to provide continuous, real-time consular and welfare assistance to its citizens living, working, and travelling globally. The facility, inaugurated on Thursday, November 13, 2025, at the State Department for Diaspora Affairs headquarters in Nairobi's Old Mutual Towers, aims to bridge time zone gaps and ensure immediate response to emergencies.

The centre is a direct response to the growing and diverse needs of the Kenyan diaspora, which is estimated to be between three and four million people. This population is a significant contributor to the national economy, with remittances reaching an all-time high of approximately KSh 657 billion (USD 5.08 billion) in the year to June 2025, according to the Central Bank of Kenya.

Officials stated the always-on facility will handle a range of urgent situations including arrests, medical crises, natural disasters, cases of human trafficking, and lost travel documents. This initiative is part of a broader strategy under the Kenya Diaspora Policy 2024, which seeks to protect, engage, and empower Kenyans abroad. The State Department for Diaspora Affairs, established in 2022 by President William Ruto's administration, is mandated to champion the rights and welfare of this community.

A Lifeline Across Time Zones

During a tour of the new facility, the Prime Cabinet Secretary and Cabinet Secretary for Foreign and Diaspora Affairs, Musalia Mudavadi, emphasized the government's commitment to its citizens beyond its borders. He commended the officers in the Welfare and Rights Division for their professional and compassionate handling of sensitive cases.

A key and often overlooked service offered through the new centre is tele-counselling and psychosocial support. This service addresses the mental health and well-being of Kenyans abroad, assisting with the challenges of integration into new cultures, homesickness, and eventual reintegration for those who return. These challenges are significant for many diaspora members who often face loneliness and difficulty adapting to foreign environments.

The call centre's operations are a core component of the government's plan to improve diaspora engagement. The State Department, led by Principal Secretary Roseline Njogu, has been actively working to build trust with the diaspora community, a group that has historically had a trust deficit with government institutions. The department's mandate includes not only consular support but also facilitating safe labour migration and harnessing diaspora skills and investments for national development.

Broader Reforms and Future Plans

The launch of the call centre is one of several recent initiatives aimed at improving service delivery for Kenyans overseas. The government has also announced plans to establish Huduma-style 'one-stop centres' in various international capitals to improve access to essential government services available on the e-Citizen platform. Many in the diaspora currently face difficulties accessing services like obtaining National Identity Cards, often requiring long journeys to embassies.

These efforts align with the Kenya Vision 2030, which recognizes the diaspora's contribution as a critical factor in achieving the nation's goal of becoming a globally competitive and prosperous country. The government has also been exploring other avenues to leverage the diaspora's economic power, including plans to issue a diaspora bond to raise funds for infrastructure projects.

While the new call centre marks a significant step, Kenyans abroad still face numerous challenges, including high remittance costs, investment barriers, and difficulties with political participation. The government's continued focus on implementing the Kenya Diaspora Policy 2024 will be crucial in addressing these issues and fully harnessing the immense potential of its global community.

Kenyans abroad seeking assistance can contact the State Department for Diaspora Affairs' 24/7 hotline at +254 114 757 002 or via email at consular@diaspora.go.ke.