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UN High Commissioner for Refugees UNHCR (2020)   CC


This guidance pulls together emerging practices from several UNHCR operations which use call centers to engage with communities. It complements the Risk Communication and Community Engagement (RCCE) and Connectivity for Refugees guidance notes and specifically focuses on how existing call centers can adapt to challenges arising from the COVID-19 situation, such as call center operators working from home to comply with social distancing. This guidance can also be used for operations considering starting a helpline or call center, including where there is increased demand to provide persons of concern (POCs) with information on COVID-19 and to support service delivery where restrictions on other modes of delivery are in place.

risk communication,  community engagement,  COVID-19,  call centers,  rumours,