Information provision messages

Providing information on support services for persons living with disability and their families is key since allows them to benefit from their rights and from the available services. Clear guidance provides families with clarity and confidence to navigate the support system more effectively.

Inform applicants about the following. 

• Applicants with disabilities can receive support and special assistance. Explain by providing real-life examples. Support them in understanding they might be entitled to special reception conditions and provide examples. 
• Accessibility within the reception facility, including facilities such as wheelchair ramps, elevators, accessible bathrooms and adapted dormitories, ensuring easy use for individuals with disabilities. 
• Their rights, entitlements/benefits and available services under national laws and reception regulations (e.g. social benefits, financial assistance, employment) and explain how to access them (directly or via referral). Provide them contact details of the service provider.
• The available support for families of applicants with disabilities (e.g. psychological counselling, group sessions) to help them understand the specific needs of the person, manage stress and strengthen their coping strategies.
• The procedures to access medical devices (e.g. hearing aids). Explain how to schedule a medical appointment and obtain a prescription if required.
• Community resources and non-governmental organisations that provide dedicated support, advocacy, social activities and peer support groups for applicants with disabilities. 
• Available support services such as personal assistance, transportation assistance, interpreters and sign language interpreters, screen readers to facilitate daily living activities and access to specialised services. 
• Protection against discrimination based on disability, how to report incidents and seek support.
• Safety and security measures, including emergency preparedness and first aid protocols tailored to the needs of individuals with disabilities, such as those with visual, auditory, cognition or mobility impairments.
• Available assistance for individuals with severe disabilities who cannot be adequately cared for within the reception facility (e.g. transfer to specialised care facilities where they will receive appropriate services).

Practical tips

• Ensure that information sessions take place in accessible locations within the reception facility, equipped to accommodate individuals with disabilities. This may involve ensuring accessibility for people with reduced mobility, adequate lighting and appropriate seating arrangements.
• Use tailored communication channels to provide information effectively. For instance, for individuals with visual impairments, and depending on the type of impairment, offer written materials in braille, posters with large text or use audio formats. Additionally, consider using assistive technologies such as screen readers, magnifiers and communication devices, where available.
• Use plain and simple language along with visual (e.g. flashcards) or tactile materials for individuals with cognitive disabilities. Adapt oral communication by moderating the pace of speech, using gestures and facial expressions to aid understanding and adjusting to each person’s communication needs.
• Provide individual support and follow up. Check whether the applicant has understood the information, using short conversations or simple demonstrations. If needed, repeat or rephrase the information in a clear and patient manner to ensure full understanding.
• Provide the list of emergency phone numbers in the form of portable pocket cards and explain applicants that they can carry these with them for easy access.
• For more, see Section Adapt communication techniques.