Program Goal: To improve the quality of life of vulnerable individuals, safeguard their dignity, interests, and rights, and enhance their ability to overcome difficult life circumstances, in line with protection principles.

The “Social Protection” program is one of the key operational areas of Caritas Ukraine. The program includes projects providing support and services to vulnerable groups at risk in the protection sphere, including large and low-income families, people with disabilities and severe illnesses, elderly individuals living alone, victims of violence, individuals who have lost their homes due to military actions, and many others.

The first Crisis Centers were established in 2015, initially operating in four locations (Kyiv, Kramatorsk, Zaporizhzhia, and Mariupol). Since the start of the full-scale invasion, the geographical coverage has significantly expanded. In 2024, there are 38 stationary crisis centers across Ukraine. Additionally, eight mobile teams operate in frontline regions such as Chernihiv, Sumy, Kharkiv, Zaporizhzhia, and Dnipropetrovsk regions.

Each year, crisis centers across Ukraine provide over 120,000 services to support vulnerable populations, including:

Additionally, the “Cash for Protection” component annually helps over 3,000 beneficiaries minimize protection-related risks.

Separate mobile Crisis Center teams provide services in collective centers in Kryvyi Rih, Buchach, Dnipro, Drohobych, Kolomyia, Nadvirna, Stryi, Kamianske, Zaporizhzhia, and Kharkiv. They also operate in regions with destroyed infrastructure to support the most vulnerable groups with limited access to social services.

Program Achievements in Early 2024:

• Collaboration with over 15 donors (from the Caritas Internationalis network and institutional donors).
• 88% satisfaction rate among beneficiaries receiving program services and assistance.
• Comprehensive support in 20 regions of Ukraine and active operations in remote communities.
• Launch of mobile teams in frontline regions to address restricted access to social services and increased protection risks.
• Implementation of the financial component “Cash for Protection” with support from SDC, Caritas Switzerland, Caritas Germany, Caritas Austria, and CRS.
• Mainstreaming protection principles into other Caritas projects and programs.
• Development of a web application with IT company EPAM to enable beneficiaries across Ukraine to access comprehensive online assistance from crisis center professionals.
• Partnerships with local communities, government organizations, the Ukrainian Ombudsman, Ukrposhta, government authorities, local councils, and other social service providers.

Caritas Ukraine has developed and approved a comprehensive methodology for the operation of Crisis Centers, including methodology for case management, crisis intervention, reception administration, call center operations, mobile teams, the “Cash for Protection” component, and job descriptions for each program specialist. These documents are based on Protection Cluster recommendations, Caritas best practices, and comply with Ukrainian legislation. Additionally, Caritas experts provide regular supervision support to local organizations and access to online courses tailored to real-world needs and fieldwork specifics.

Challenges and Development Priorities:

Crisis centers play a vital role throughout all phases of the humanitarian response cycle, from crisis to recovery and sustainable development. Their work helps individuals overcome crises, build resilience, adapt to new conditions, and contribute to long-term social integration and independence.