Call Center

In 2014, the founding members of the East SOS Foundation were forced to flee Luhansk and Crimea due to the occupation. Upon settling in Kyiv, the team quickly focused on providing crucial assistance to internally displaced persons (IDPs) and those seeking to leave the temporarily occupied territories.

The team launched a 24/7 call center for IDPs from the Luhansk and Donetsk regions, as well as Crimea. Within an hour, ten to sixty people would call, either seeking help or offering accommodation to those affected. At the outset, the information was managed using a simple Excel spreadsheet.

As the team received calls from victims, they provided vital information on accommodation, food, hygiene products, legal advice, and other forms of support.

We structured the requests into key areas: humanitarian aid, legal and educational counseling. By focusing on these categories, the team was able to identify the most pressing needs of the Luhansk and Donetsk regions, which then became the foundation of their educational program.

The team managed requests for humanitarian aid and legal advice, processing 2,400 calls in 2019.

In addition to requests for humanitarian and legal assistance, our team handled calls regarding COVID-19 quarantine measures and regulations for crossing entry and exit checkpoints from the temporarily occupied territories.

This year, we expanded our operations nationwide, transitioning from an Excel-based database to a CRM system. We mapped available services, built a strong network of contacts, and deepened collaboration with other organizations. Our relocated office in Uzhhorod became a hub for volunteers, who answered calls and forwarded inquiries to Dnipro, where the evacuation center was established. Many of these volunteers later became part of our team.

Our team managed evacuation applications, guided people on receiving charitable aid, provided legal and psychological counseling, and assisted with resettlement.

When the Kakhovka dam tragedy struck, our team was on-site from day one, while the call center processed victims’ requests. We responded swiftly, coordinating with the State Emergency Service, volunteers, and NGOs to deliver critical assistance.

Since February 24, 2022, the East SOS call center has processed over 500,000 applications, totaling more than 2,000,000 minutes of calls.