Abstract

NARVAEZ, Jonnathan. Mobile scenarios and contact centers, a significant experience in the invigoration of social support. Univ. Salud [online]. 2016, vol.18, n.2, pp.312-324. ISSN 0124-7107.

Introduction: This article presents the results of the axis of social support of a proposed multi-level intervention developed in the Commune 5 of the Municipality of Buenaventura on the Colombian Pacific, focused on community revitalization of mobile scenarios and contact centers as community strategies coordination of social services and strengthening collaborative networks of action and social support. Objective: To determine the influence of mobile scenarios and contact centers in the revitalization of social support. Materials and methods: This article presents the results of a qualitative research with critical social approach; the research techniques were the participatory assembly and participatory research workshops which were developed from four areas of multilevel intervention transverse to the experience according to the contents of social support and the implementation of the community activation strategies: mobile scenarios and contact centers. Results: Among the main results, the articulation of social support informational, emotional, instrumental and evaluative based on the strengthening of social capital in the development of community capabilities leading to the structuring of action networks and collective management is presented as well as the relevance of mobile scenarios and contact centers as strategies for the revitalization of social support and community activation is identified. Conclusions: The strategy of mobile scenarios and contact centers has become an innovative alternative to promote citizen participation in the revitalization of social support, ensuring not only greater accessibility and equity in the provision of services but also the development of capital social surrounding local community capacities. Also, social support allows communities in social environments of poverty, violence and disintegration to promote collective self-esteem and effective solidarity as a mitigating social stressors marked by individualism and social exclusion.

Keywords : Social support; contact centers; mobile scenarios; community intervention.

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