e-Rueca, a virtual support for citizens at risk of exclusion

Laura Hurtado on 23 January 2024

Usuària utilitzant l'aplicació eRueca amb el mòbil

User using the eRueca application with the mobile phone

A virtual social center that provides information, guidance, and support to individuals facing social exclusion through a multi-channel online connection.

e-Rueca is available 24 hours a day, 365 days a year, and is a completely free service. The application is designed as a physical care center, a building with multiple floors and service rooms where users can find and interact with teams of professionals ready to help them, provide support, and offer information. The more than 10 technicians involved in this project provide user support in various intervention fields. Of the eight rooms that e-Rueca makes available to the user, five are dedicated to direct social and psychological care: the Psychology Room, the Work Room, the Legal and Immigration Room, the Social Care Room, and the Youth Room; in these rooms, they offer everything from legal advice for foreigners to mediation. They also provide answers to frequently asked questions related to each intervention area and a section of resources in text and video format. With these five rooms, the different needs for accompaniment and support of people in situations of social exclusion are covered, always taking into account their specific circumstances.

The remaining three rooms are: the Reception, which provides information about the project and its goals; the Exhibition Room, where tools and resources (hobbies, games, tests, infographics, etc.) are collected with the aim of raising awareness about situations and groups in social vulnerability; and the auditorium, a meeting space for third-sector professionals that includes updates related to online training, webinars, or events that the organization makes available to professionals.

Communication between users and professionals is possible through various channels. The most direct is instant chat, but it is also possible to make inquiries via SMS, WhatsApp, email, or video calls. If the user requests it, the possibility of face-to-face assistance with a hybrid option is also considered. The team of professionals responds within a maximum of 48 hours. Thus, in a simple way and through mobile devices, tablets, and computers, vulnerable individuals can contact and receive the attention they need quickly and efficiently.

Characteristics of innovation

Adolescence and youth, Bank of innovations, Cross-cutting intervention, Information and planning, Integrated care, New service, Personalization of the service, Poverty and exclusion, Process simplification, Proximity care, Self-management and participation, Speed up response times, User empowerment

Localization

Madrid, Spain

Collaborators / Funders

Comunidad de Madrid, La Rueca Asociación

Genesis

e-Rueca is an initiative of La Rueca Asociación, a non-profit organization. The project was born in March 2020, in the midst of the crisis stemming from Covid-19, which exacerbated the risk and exclusion faced by part of the population. In this context, e-Rueca emerged as an immediate response to address the growing needs of people in situations of social exclusion through a virtual platform for assistance and support. The initiative aimed to expand its influence and impact. It quickly transitioned from being a physical center in a specific neighborhood to a virtual platform, reflecting the acknowledgment of a hybrid future where virtuality and in-person interactions intertwine. The purpose was to overcome the access barriers faced by people at risk of exclusion when trying to access social services, such as issues related to schedule conflicts, caregiving responsibilities, work commitments, and economic aspects.

Implementation level

Since its launch in March 2020, the virtual social center has experienced significant growth. With over 160.000 visits to the portal, e-Rueca has received more than 30.000 inquiries and has successfully engaged with over 50.000 users. These figures demonstrate its effectiveness and the demand from the public.

The initiative has also gained notable recognition in the field of social services. As a result, it was a finalist in the Social Work Awards in 2020. Additionally, it has successfully presented at various congresses and fairs related to its scope of action.

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Ferran Benito on 24 November 2023

Projecte e-Fabrik - Joves col·laboren amb persones amb discapacitat per crear ajuts funcionals

An innovative initiative that brings together young people and individuals with disabilities in a creative community with the aim of jointly conceiving and manufacturing tangible solutions to address the challenges faced by people with disabilities in their daily lives.

Through the E-Fabrik program, which is free for all participants, young people and individuals with disabilities learn to use digital fabrication tools, such as 3D printers and laser cutters, and become familiar with the spaces where they can find them. The goal is for them to acquire new skills in the use of emerging digital technologies. Using the FabLab concept, pairs or teams are formed consisting of young people and individuals with disabilities who work together to find solutions to everyday problems and create practical solutions to improve the quality of life for people with disabilities. Participants receive a budget of approximately €150 to develop and produce their specific solution.

The project unfolds through courses, educational programs of 20 half-days, and a 5-month vocational training course. In all of them, active solidarity among project participants is encouraged, allowing them to reclaim technology and use it for specific and meaningful purposes.

On the other hand, the program actively works to connect spaces and platforms of technological and digital creativity with structures dedicated to young people and individuals with disabilities. Thus, E-Fabrik not only offers the opportunity to create concrete solutions but also seeks to create bonds and partnerships with local structures.