Attention to the doubts, questions and concerns of the people affected by the conflict continues to be provided through the non-face-to-face channels that the entity has.

Since March 17, when the State of economic, social and ecological emergency was decreed throughout the national territory, the Unit for the Attention and Integral Reparation of Victims strengthened the telephone and virtual attention channels, with regional and national telephone lines, telephone self-consultation, telephone mailbox, outbound, SMS from the website or free cell phone, chat bot, online unit, fax, support in networks in order to guarantee the care of the victims.

As of October 17, the entity received 10.771.186 requests from 3.387.021 victims, through non-face care channels.

Of the requests made by the victims, 2.043.617 relate to general Humanitarian Assistance issues, 2.305.583 to reparation issues, 1.461.754 news in the administrative registry and finally other requests 4.501.673. It is worth clarifying that a person can make several requests through the different service channels.

In order to assess the applications for registration to the Single Victims Registry, for individual or massive events, applying the criteria already established and carrying out the procedure in terms, thus guaranteeing compliance with the provisions of article 156 of Law 1448 from 2011.

In the biweekly report, it was evidenced that in the assessment of inscriptions of the Single Victims Registry for individual events, 31.164 requests were attended that include 62.411 victims and 180 due to massive events, corresponding to 30.841 victims, for a total of 93.252 users served.

Care channels

In order to guarantee continuity in the care of victims, the Unit has strengthened electronic, telephone and virtual channels. 100% of the call center was installed from the home of each of the counselors in order not to suspend the care provided by the Unit.

The channels are: lines 018000 911119 and in Bogotá 426 1111, the mailbox service and telephone consultation, chat bot, text message to 87305, email unidadenlinea@unidadvictimas.gov.co and web chat on the page www.unidadvictimas.gov.co.

All services operate Monday through Friday from 7:00 a.m. m. at 9:00 p.m. m. and on Saturdays from 7:00 a. m. at 5:00 p.m. m.        

(End/DFM/LMY)