“Cruz Roja Te Escucha”: Digital Engagement Hub in Colombia
01 September 2026
In Colombia, humanitarian needs are diverse. The country faces simultaneous impacts of migration, socioeconomic hardships, the persistence of armed conflict, gender-based violence, and natural hazards such as floods, landslides and earthquakes. To respond to these evolving dynamics, the Colombian Red Cross addresses peoples’ needs with speed dignity and care, using the Digital Engagement Hub (DEH). This initiative has been funded by the Ministry of Foreign Affairs of the Netherlands.
What is DEH?
A collaborative effort by the International Federation of Red Cross and Red Crescent Societies (IFRC), the Norwegian Refugee Council, the Netherlands Red Cross and several National Societies, DEH is a modular platform designed to streamline communication across multiple channels, including WhatsApp, Facebook Messenger, SMS, helpline calls, online forms, and even documented offline conversations. Built for humanitarian contexts, DEH allows National Societies to manage incoming messages, assign cases, monitor responses, and data all in one place – making community engagement more inclusive, efficient, and secure.
DEH can be used in diverse settings. In each case, the platform adapts to local needs, enabling teams to respond with empathy, without compromising precision.
From fragmented channels to unified communication
Before DEH, the Cruz Roja Te Escucha (‘Red Cross listens to you’) team used separate portals for each channel and manually logged interactions in Excel, making data consolidation and timely reporting difficult. With DEH, these channels have been unified. WhatsApp, Facebook Messenger, online forms and the National Society’s helpline are fully integrated, which enables the team to manage cases from all channels within a single platform.
Through enhanced data reporting and greater ease in handling specialized or sensitive feedback, this shift has significantly improved the overall quality of care – meeting crucial community needs.
“Cruz Roja Te Escucha is a place where community voices turn into humanitarian action. Transforming this service allowed us to expand our capacity to listen, respond in a timely manner, and strengthen the trust of the people we serve.”
Impact built for local needs, owned by local teams
The Colombian Red Cross had already developed a functional helpdesk system in-house, and it was essential that DEH matched its existing functionalities while adding further benefits. The new DEH system includes features such as automated notifications to users for case updates, tailored dashboards for reporting, and integration with data collection tools. It also offers an option to submit feedback anonymously, and access to reporting on sensitive cases is restricted to designated team members. These improvements enhance data privacy and build community trust.
“DEH significantly enhances the ability of National Societies to listen to communities, ensure accountability, and handle sensitive cases safely and confidentially.”
DEH drove a substantial rise in the volume of requests and comments submitted to Cruz Roja Te Escucha. A new WhatsApp button added to the Colombian Red Cross’ website generated a 1000% increase in feedback submissions. Within five months after launch, web submissions grew by 82%, email cases increased by nearly 400%, and phone calls rose by 186%. Taken together, these increases represent a significant expansion in the National Society’s capacity to capture, process, and respond to community feedback.
Capacity strengthening was a cornerstone of the implementation. Colombian Red Cross staff were equipped to manage and maintain the system independently, ensuring long-term sustainability. The process created a sense collaboration across the National Society’s teams, and encouraging its use for a variety of operations.
Looking ahead
DEH’s flexibility allows space for future growth. Its integration with the National Society’ blood bank donor app is underway, enabling users to submit feedback directly from their phones. And the journey doesn’t stop here! The Colombian Red Cross is exploring further enhancements, including chatbot functionality, and expanded use across local branches. The National Society’s journey with DEH shows how digital tools can be adapted to meet real humanitarian needs, driven by the people who know those needs best.
