Contributing to the social inclusion of the deaf

Introduction

This Triangular Cooperation Initiative, supported through the ADELANTE Window, brought together partners from Latin America and Europe to advance social inclusion and uphold the right to information and communication for deaf individuals. Building on the pioneering work of the Colombian National Federation of the Deaf (FENASCOL), the Initiative supported Paraguay’s Relay Centre—under the Technical Secretariat for Economic and Social Development Planning (STP Paraguay)—in modernising its services through advanced technologies, including two-way communication and virtual platforms.

The Initiative also drew on the expertise of the Spanish Confederation of the Deaf (CNSE Spain), particularly the implementation of its video relay service SVIsual. This collaborative effort created a valuable platform for cross-regional learning, mutual adaptation of models, and co-creation of new solutions. The resulting system stands as a model for accessible communication centres, designed to ensure equal access to public services for deaf individuals and promote their full social, economic and political inclusion.

Through technical training, experience exchange, and institutional support, the Initiative not only improved accessibility in Paraguay but also strengthened capacities in Colombia and Spain, laying the groundwork for regional replication and contributing to the Sustainable Development Goals.

Objectives

This Initiative began the establishment of a model for 'accessible communication centres’, leveraging advanced technologies and highly qualified teams to effectively guarantee the right to information and communication for deaf individuals—a fundamental pillar for their full social, economic, and political inclusion.

Project activities

• Knowledge exchange among communication service providers and interpreters from Colombia, Spain, and Paraguay.
• Implementation and training on a new technological platform enabling two-way communication and virtual access.
• 15 training sessions held across five workshops covering:
  • Technical use of the platform
  • Communication service provision and interpreter training
  • Cybersecurity, information protection and data privacy
  • Handling sensitive situations in communication (e.g., gender-based violence, legal assistance)
  • Digital literacy for deaf users
• Engagement of civil servants and representatives of deaf associations to identify user needs and improve service design.
• Production of didactic materials and documentation to support replication in other countries.

Expected results

The Initiative brought transformative change to the design and delivery of accessible communication services. In Paraguay, the Relay Centre was equipped with a state-of-the-art platform supporting both two-way communication and remote access via virtual applications—broadening coverage and improving service quality for deaf users.

Professionals from all three countries—including directors, managers, and interpreters—received advanced training addressing both technical and interpersonal aspects of service delivery. The integration of cybersecurity and data protection training was particularly innovative, equipping teams to safeguard privacy and ensure system reliability.

Crucially, the training extended beyond technical upgrades. It also addressed the emotional and ethical dimensions of communication services, including managing stress in two-way interactions and appropriately handling sensitive disclosures such as violence or legal concerns. These elements contributed to a holistic, people-centred model of accessible communication.

The Initiative also fostered dialogue and coordination between public authorities and civil society, ensuring services are aligned with users’ needs and legislation. Input from deaf associations enriched the process and fostered ownership among service users.

Now fully documented, the model is ready for replication across the region, offering a practical roadmap to inclusion through technology and positioning the participating countries as leaders in inclusive communication policy.

Implementing partner

Agencia Presidencial de Cooperación Internacional de Colombia (Colombian Presidential Agency of International Cooperation - APC)