The capacities needed for this function are fairly specific and concern the effective receipt and management of potentially high volumes of contacts; customer service-related competencies; data and case management capabilities (including maintaining the confidentiality of personal information and protection of sources); analytical capacities to produce statistical and systems-related reports about the information received (which also constitute a form of diagnostic research and monitoring); and communication and coordination capacities to provide feedback to relevant state institutions and to refer specific cases to law enforcement agencies or units for investigation and prosecution.
In addition, effective whistle-blower protection mechanisms are needed to ensure that there is no retaliation to bona fide disclosures.