How GiveDirectly Supports Emergency Cash Programs with International Toll-Free Services from GCF

Challenge: Establishing Reliable Communication with Recipients During Humanitarian Crises

Responding to humanitarian emergencies often means operating in regions where communication infrastructure, social protection systems, and access to assistance may be limited or disrupted. Natural disasters and other crises can make it difficult for humanitarian organizations to reach affected communities, coordinate assistance, and establish reliable communication channels.

For GiveDirectly, establishing a direct line of communication with recipients is a critical part of its emergency response operations. It allows teams to address concerns, resolve enrollment barriers, verify information, and collect feedback to improve programs. The organization needed a way for people in different countries to contact its teams without the burden of international calling costs, especially in the aftermath of a crisis.

“A critical part of doing this is having a link directly to recipients. A user-friendly way of getting in touch not only creates greater trust but helps us set up a feedback loop.” – Gianmarco Morassutti Vitale, Emergency Cash Delivery Manager, GiveDirectly

As GiveDirectly expanded its humanitarian response efforts across countries such as Nigeria, Venezuela, Jamaica, and the Philippines, quickly establishing local communication channels became increasingly important.

However, securing international phone numbers in different markets, often under time-sensitive circumstances, presented an operational challenge.

GiveDirectly required an international toll-free service provider that could support rapid deployment across multiple countries while maintaining accessible communication with recipients.

Solutions: International Toll-Free Numbers for Emergency Response Operations

Global Call Forwarding helped GiveDirectly establish international toll-free numbers in markets including Nigeria, Venezuela, and the Philippines. These numbers allow recipients to contact the organization at no cost, making it easier to ask questions, raise concerns, and receive assistance.

A key advantage for GiveDirectly is the ability to establish toll-free numbers quickly in different countries without having to build a new communications setup for every response. GiveDirectly uses Global Call Forwarding’s international call forwarding capabilities to direct incoming calls from its international toll-free numbers to a US phone number connected to its Zendesk support system.

From there, calls are routed to the appropriate call center agents, allowing GiveDirectly to manage recipient communications through its existing support infrastructure. This setup enables the organization to provide local toll-free access in different countries while maintaining a centralized process for handling incoming calls and addressing recipient needs.

Over the years, Global Call Forwarding has supported GiveDirectly’s communication requirements across different humanitarian response locations.

“Local, toll-free numbers take the burden off of people living in poverty to contact us; it makes it easier for them to get in touch and give us a real-time sense of concerns.” – Gianmarco Morassutti Vitale

Having previously used Global Call Forwarding’s Nigeria toll-free numbers during a humanitarian response, GiveDirectly returned when it needed to rapidly establish a phone number solution in the Philippines. This enabled the team to reach individuals, collect the information needed to process cash transfers, and address concerns raised by the community.

With access to international toll-free numbers across different markets, GiveDirectly can establish communication channels as new emergencies arise, helping its teams remain accessible to the communities they serve.

Results: Improving Recipient Accessibility and Emergency Response

By using international toll-free numbers, GiveDirectly has made it easier for recipients in different countries to contact its teams directly at no cost. These communication channels support several important aspects of the organization’s humanitarian programs.

Removing barriers for aid recipients: Recipients can contact GiveDirectly to ask questions, raise concerns, and resolve enrollment barriers at no cost. This helps reduce communication obstacles for vulnerable communities and supports the organization’s commitment to reaching people who might otherwise be excluded.

Strengthening recipient feedback: Direct communication creates an important feedback loop between GiveDirectly and the people receiving assistance. Through these helplines, the organization can hear directly from recipients, understand concerns, track issues, and adapt its programs to emerging needs.

Deploying toll-free numbers rapidly: Global Call Forwarding has helped GiveDirectly quickly establish international phone numbers as its programs expand into different countries.

Centralizing calls through Zendesk: By forwarding calls to its existing Zendesk-based support system, GiveDirectly can connect recipients in different countries with the appropriate call center agents, without maintaining separate call handling systems for every country.

Ultimately, these international toll-free services help GiveDirectly maintain an essential connection with recipients, strengthening communication, accountability, and access to support throughout its humanitarian responses.