Resumo

NARVAEZ BURBANO, Jonnathan Harvey. Mobile scenarios and contact centers, a significant experience for community development of social services. CES Psicol [online]. 2015, vol.8, n.2, pp.122-137. ISSN 2011-3080.

Social services constitute an important tool of social policy responsible for providing citizens welfare conditions and quality of life through professional services for the resolution of individual and local needs. This article presents the results of a qualitative research of critical social approach, from the perspective of Participatory Action Research developed in Commune 5 of the Municipality of Buenaventura in the Pacific zone of Colombia; under the address of the intervention of community transitivity model, whose objective was to energize community processes to ensure access to social services and activation of local agents for the implementation of mobile scenarios and contact centers. The main results presented the joint of three multisectorial tied axes to the implementation of mobile scenarios and contact centers in neighborhood environments: sociocultural animation in order to recover cultural assets; psychosocial support in channeling and strengthening of protective factors; and participative organization for the strengthening of social capital in developing community capacity aimed at structuring action networks and collective management.

Palavras-chave : Social Services; Contact Center; Mobile Scenarios; Community Intervention; Community Services.

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