IGAM Refugee Consultation and Support Hub
PROJECT SCOPE AND ACTIVITIES (GENERAL INFORMATION)
Project: Providing information and protection assistance to vulnerable refugees in Turkey, and linking them to protection services / Enhancing community-based protection
Donors and Partners: The project is being financed by European Union Civil Protection and Humanitarian Aid (ECHO) through World Vision. The project has two operating partners: The Research Centre on Asylum and Migration (IGAM) and International Blue Crescent (IBC)
Project Scope and Activities: Although the project has started in April 2018, the inception date of the operations was August 2018. IGAM Refugee Consultation and Support Hub provides consultation on rights and responsibilities and accessing services, support and referral services to refugees. Apart from 1-1 interviews with social workers, PSS counsels and legal expert, awareness-raising sessions and special group activities for children are also being organized. Additionally, specialized services of legal counsel and psychosocial counsels are also available. IGAM’s services cover education, health, occupation, psychosocial well-being and legal fields. Information, consultation, support and referral mechanisms are in place in order to cover these areas.
The topics of awareness-raising sessions are
- accessing services (education, health, labor market, legal etc.),
- social aids,
- child labor,
- early forced marriage,
- rights and obligations,
- information on legal status and IDs,
- work permits,
- marriage / divorce
- the importance of psychosocial support,
- gender-based violence,
- child development
- parenting skills
- stress management
Project Start and End Dates:
- Phase I (Funded by ECHO): 01.04.2018 – 31.03.2019
- Funded by World Vision United States: 01.04.2019 – 15.05.2019
- Phase II (Funded by ECHO): 16.05.2019 – 30.11.2020
- Phase III (Funded by ECHO): 01.12.2020 - 31.08.2021
BENEFICIARY PROFILE
According to the Directorate General of Migration Management’s statistics, there are 101,259 registered Syrian refugees in Ankara as of June 2021 and 56,417 refugees with International Protection applicants in Turkey. IGAM estimates there are 20,000 – 30,000 Afghan refugees in Ankara, as well.
IGAM Refugee Consultation and Support Hub is located in Keçiören district of Ankara, where the majority of the refugee population is Iraqi. However, IGAM has been providing services to Syrian, Iraqi Turkmen, Iraqi Arab, Afghan, Uzbek, Somalian, Egyptian, Yemeni, Sudanese, Algerian, Palestinian, Tajik, Moroccan, American, Mauritanian, and Ethiopian refugees throughout its operations.
IGAM REFUGEE CONSULTATION AND SUPPORT HUB WITH NUMBERS
- 1 April 2018 - 15 May 2019 (13 Months): 2214
- 16 May 2019 - 31 November 2020 (18 Months): 3234
- 1 December 2020 - ... : 2242
Total Number of Beneficiaries and Awareness Raising Sessions
Between August 2018 and June 2021, IGAM reached close to 8000 unique beneficiaries. With more than 1300 awareness-raising session participants, more than 150 sessions conducted between August 2018 and June 2021. Our individual meetings, group activities and awareness-raising sessions still continue.
Human Resources of IGAM Refugee Consultation and Support Hub: 1 project manager, 1 finance manager, 1 administration manager, 1 communication, database and MEAL manager, 1 MEAL Assistant, 5 case management officers, 1 protection supervisor, 1 psychosocial counsels, 1 legal expert, 1 videographer, 2 drivers, 1 cleaner and 3 translators (A total of 20 personnel)
Developments in the COVID-19 Process
Working Periods:
- 18 March 2020 - 8 June 2020: Tele-consultancy services
- 8 June 2020 - 15 June 2020: Tele-consultancy services & Preparations for the opening of the Hub
- 15 June 2020 - …: Refugee Consultation and Support Hub was physically opened and started to provide individual services to beneficiaries in the Hub. In addition, tele-consultancy services are still ongoing for our beneficiaries who cannot come to the Hub.
Hygiene Measures:
- Staff members come to the Hub rotationally and continue to provide our services.
- Our Hub is open between 10:00 and 16:00. We continue to provide consultancy over the phone between these hours.
- Due to the limited number of people who can be in the Hub at the same time, we work with an appointment system. If there are more beneficiaries than this number, we make sure that our beneficiaries wait outside with the chairs we place outside the Hub. We make the necessary warnings to pay attention to social distance rules inside and outside the Hub.
- It is compulsory to wear masks in the Hub, and masks are provided for beneficiaries who do not have masks.
- The temperature of everyone who comes to the Hub is measured and disinfectant is sprayed on their hands.
- Our Hub is disinfected every two weeks by a professional disinfection company.
- Our Hub is cleaned daily by our cleaner and the interview rooms are disinfected in detail.
- We cannot provide transportation and accompanying support to our beneficiaries.
- We cannot offer our beneficiaries anything other than water and tea.
Developments during the Period When Our Hub was Closed:
- Between 18 March and 15 June, tele-consultancy services were provided to 398 people. Our Case Management Officers, Legal Counsel and Psychosocial Counsels provided individual consultancy services.
- During this period, 316 people reached IGAM on basic needs (rent support, food aid, bills support, etc.), 44 people on legal problems, 28 people on multiple issues, 7 people on health problems and 3 people on education problems.
- IGAM has implemented a soap production project with the support of UNHCR. The soaps produced in the project contributed by the refugees were also delivered to the refugee families. Soap packages were delivered to a total of 497 families.
- Informative videos were produced by our experts in our Hub. 9 videos on protection, 6 on psychosocial, and 2 on law topics were shot and shared on our social media accounts. Apart from these, informative social media posts were made regularly.
Challenges during the COVID-19 Period:
- Insufficient social assistance programs for refugees
- Communication problems in phone calls compared to face-to-face interviews
- Not being able to organize awareness-raising sessions
- Special group activities for children cannot be organized
- Lack of transportation and accompanying support for vulnerable groups
- Referrals are interrupted or not possible due to shut-down or suspension of services
Challenges Faced by Refugees in the COVID-19 Period:
- Protection Problems: Inability to access services, language barrier, insufficient social assistance; increased basic needs such as rent, food, bills, hygiene supplies; extreme poverty, hospital appointments, and access to quality education.
- Psycho-social Problems: Decreased coping skills, sleep problems, future anxiety, anxiety and grief.
- Legal Issues: New identity registration, correction/change of identity information, change of registration city, gender-based violence, and divorce.
IGAM Refugee Consultation and Support Hub Leaflet (Turkish)
IGAM Refugee Consultation and Support Hub Leaflet (Arabic)
IGAM Refugee Consultation and Support Hub Leaflet (Farsi)
IGAM Refugee Consultation and Support Hub Accountability Mechanisms
As a beneficiary, you have the right to raise a complaint related to the project or staff behavior and the right to be aware of the project services and activities selection criteria.
Please note that if you have any request or suggestion to improve the quality of the services provided or if you encounter any problem while receiving the service provided by our project, please do not hesitate to share it with us. The principles of confidentiality and impartiality will be respected in dealing with the received complaints and suggestions.
You may use the channels listed below to reach us. We will review the suggestions and complaints in order to take the necessary action.
Suggestion Box
The suggestion box is installed by IGAM in the center and you can write your complaint in any language (Arabic, Farsi, Turkish or English). Our accountability staff will take the necessary steps and get back to you.
Hot-Line
You can reach IGAM directly through using this number: +90 530 501 5943. You can call, send a text message (SMS) or text via WhatsApp. The hotline is operating between 10.00 and 16.00 from Monday until Friday.
Face to Face
You can directly talk to IGAM accountability staff located in the center. You may communicate in Arabic, Farsi, English and Turkish.
IGAM E-Mail
You can send an e-mail regarding your complaint and suggestion at info.hub@igamder.org
İGAM Refugee Consultation and Support Hub Videos
Short Version
Extended Version
