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Overview
Hostage US is the only nonprofit in the U.S. dedicated to supporting American hostages, wrongful detainees, and their families. With a growing volunteer base and hundreds of critical policy documents, they needed a faster way to get the right information into the right hands.
The Challenge
Hostage US maintained an extensive library of policy, training, and resource documents. But the volume made it difficult for volunteers to find what they needed quickly. Staff were fielding repeat questions, and volunteers often had to wait for answers before moving forward with families in crisis.
The Solution
Oceanito implemented a custom knowledge portal that allows volunteers to ask questions in plain language and receive clear, accurate answers grounded in approved policies. The system links every response to its source document, includes role-based access for sensitive materials, and is designed to escalate when human judgment is required.
“The Oceanito platform allows volunteers to find solutions and answers to beneficiary needs in real-time, enabling them to be more informed and better prepared to provide quality support. The population with which we work tends to be under a great deal of stress, and being able to meet their needs in a timelier manner helps alleviate some of that stress.”
- Katie Symansky, Program Director, Hostage US
The Results
The portal gave Hostage US a scalable way to support volunteers without adding pressure to staff. Volunteers now find answers on their own, guidance stays consistent across time zones and schedules, and the team has more capacity to focus on complex, high-touch family cases.
- A foundation for growth – The organization now has infrastructure that scales with its volunteer network.
- Instant access to guidance – Volunteers find answers on their own, without waiting on staff availability.
- Consistent support across time zones – Whether it's 2pm or 2am, volunteers get the same accurate, approved information.
- Reduced staff burden – Fewer repetitive questions means more time for complex, high-touch family cases.
"The portal will allow our volunteers to access the information they need more easily, and in turn, the volunteers can provide more timely support to those we serve. Instead of searching through endless documents, the volunteers can access the guidance and information immediately and in a digestible way that can help with providing support in real time."
- Liz Cathcart, Executive Director, Hostage US
For Hostage US, this wasn't just about efficiency. It was about ensuring that when a family reaches out in crisis, the person helping them has what they need to respond with confidence. The portal gave volunteers immediate access to trusted guidance and gave staff the capacity to focus where it matters most.
Download the full case study here.
