What is the User Support Section?

The User Support Section was created at the end of 2018 to meet the historical demand by civil societies, States, and users, to have a section that will provide fluid and specialized attention to their requests. The Section works as an effective and dynamic link between users and the IACHR. In the framework of the restructuring of the Executive Secretary of the IACHR, the User Support and Information Management Section (USIMS) was created to assist all IACHR's users, whether their inquiries are filed by email, mail, or in person.

The creation of this Section is the result of the implementation of the commitments stated in Program 20 of the Strategic Plan of the Inter-American Commission on Human Rights (IACHR) for the period 2017-2021.

Through the User Support Section, the IACHR implemented strategies to guarantee the proper channeling of communications and the provision of standardized information that makes IACHR's data, procedures, and mechanisms transparent and accessible to the IACHR's users.


Our Principles

The development of the functions of the SUSIM, the realization of its objectives and the achievement of the expected results is governed by the following principles:

  • Integrity
  • Respect
  • Empathy
  • Transparency
  • Active listening
  • Maximizing the Opportunity
  • Action without Harm
  • Differential Treatment
  • Reality
  • No Discrimination
  • No Revictimization
  • Diversity


Expected Results

With the creation of the SUSIM, the IACHR aims to strengthen the channels and processes of dialogue with users, through the implementation of strategies that maximize the experience of those who come to us. It is in the interest of the IACHR that users have a satisfactory experience, that they feel heard, and that their requirements are properly addressed.

The SUSIM seeks to contribute to the elimination of the barriers that prevent access to the information generated by the IACHR, so more people could have access to the Inter-American Human Rights System. Likewise, through the SUSIM, the IACHR seeks to provide timely, relevant, and useful information to users in relation to their inquiries. Finally, the Section is committed to ensuring that the information sent to the IACHR is properly processed and channeled within its different Secretariats, Sections, and Special Rapporteurships.