People fleeing conflict rely on the support of organizations like the Norwegian Refugee Council (NRC), which has been standing up for those forced to flee since the end of the Second World War. With over 75 years of experience and operations across more than 40 countries, the NRC knows well that the best form for support to take depends on each individual’s unique situation.

During many crises, in-kind assistance in the form of food, tents and blankets is the most urgent need. At other times though, cash transfers represent a faster, more secure, and more transparent way to get assistance to displaced people. Cash provides refugees with greater choice, independence, and dignity – and this type of assistance has taken on a crucial role in supporting people impacted by the war in Ukraine. The NRC has been able to deliver cash support for refugees in the region more quickly and effectively than ever before thanks to building digital tools through Twilio Flex, transforming the landscape of humanitarian assistance.

Refugees fleeing homes near the frontlines often find themselves in towns and cities with shops and services – but with no means of paying for the goods and the support that they need, having left everything but basic necessities at home. The NRC’s multipurpose grant program provides cash and vouchers to help fill this gap. Thanks to Twilio, the program is accessible to anyone with a smartphone who can download either the Viber or WhatsApp messaging platforms. A perfect fit for Ukraine’s digitally native population, this tech-first approach helped the organization deliver much wider support than they could have done using traditional face-to-face programming.

The NRC uses social media advertising to reach out to those displaced by the conflict and raise awareness of the support available through the program. People in need of cash can register through a two-step process driven by Twilio Flex and the Twilio Conversations API, by messaging an NRC number and engaging in a chatbot experience. 

Using either WhatsApp or Viber, refugees choose a preferred language of English, Ukrainian or Russian, and answer initial questions that confirm they are seeking cash support. In the more detailed second step of the process, they share detailed information about themselves and their situation that helps assess their needs and suitability for a grant. For instance, heads of households that are supporting high-risk family members may score higher on the needs assessment.

This questionnaire has a crucial role to play in targeting cash support where it’s most needed. However, the NRC recognized the importance of removing friction from the task of typing out answers on a handset. Using the Twilio Content API, its team broke the needs-based questions down to a series of short WhatsApp messages with drop-down lists and call-to-action messages that can capture responses with just a click of a finger. The NRC stores this information securely in its CRM, ready for its agents to review and respond.

Within a year of the program launching, 650,000 households in the Ukraine region had registered for assistance. In total, the NRC’s cash registration service has generated over 230 million interactions during this period, taking on a vital role in supporting those in need. It’s the most widespread and prominent example yet of how the NRC is transforming its delivery of humanitarian support through Twilio.