Taking into account the extension of the quarantine and other preventive measures that the national Government has decreed by the public health contingency because of COVID-19, the Victims Unit has seen the need to move forward with new care options and orientation in the Atlantic Territorial Directorate, which is why it assigned a regional telephone line for special attention to the 174.206 victims of conflict who are currently living in the department.
Since June 8, the single PBX-type telephone hotline number 3860119 has been assigned and is available Monday through Friday from 7:00 a.m. m. at 4:30 p. m., on a continuous day with all the technological support in relation to the recording of the answered calls and the redirection to other channels and lines of attention of the Unit.
The service has the following characteristics:
- The line is attended by (5) counselors from the Atlantic Territorial Directorate who, in accordance with the need for the service, will increase the number of counselors.
- It has an exclusive trunk for incoming calls from victims residing in the 23 municipalities of Atlántico.
- IVR (Interactive Voice Response) service that allows people to interact with the entity’s attention system through configurable voice menus.
- Call waiting for first contact attention.
- If at the moment the (5) counselors are providing attention and after 5 minutes waiting the call has not been answered, the victim will have the possibility to choose whether to continue on the line or leave their data in the voicemail to be contacted later.
“This line will allow providing personalized attention and a timely response to the specific requests of the victim population as a local strategy that seeks to improve the processes of care, assistance and reparation for victims, without neglecting all the channels of care that the entity has available”, said Alfredo Palencia, territorial director of the Victims Unit in Atlántico.
The alternative channels available to Victims Unit are found on the website www.unidadvictimas.gov.co, web chat, video call, telephone self-consultation, chatbot and SMS (chat via text messages from the page and / or from any cell phone to the code 87305), or the national line 018000911119 and in Bogotá, 426 11 11, during business hours from Monday to Friday, from 7:00 a.m. m. at 9:00 p. m., and Saturdays from 7:00 a.m. m. at 5:00 p. m.
Likewise, the reception of supports for updating data through the mail servicioalciudadano@unidadvictimas.gov.co by fax selecting option 8 in the menu of the attention lines. The PQR-ROC filing service, guardianships, verbal membership processes, replacement resources and administrative offices, may be processed through the email servicioalciudadano@victimas.gov.co and notificaciones.juridicauariv@unidadvictimas.gov.co
(Fin/HDP/LMY)
