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Intake

Reception intake can be defined as the formal or informal procedure implemented by the reception officers upon the arrival of an applicant in a reception facility and constitutes an early and essential phase of the reception process. See EUAA Operational Standards and Indicators on Reception including Vulnerability-related Aspects, 2026 (p. 93, footnote 55).

During the intake, the reception authorities: 

  • gather information regarding the applicant’s medical, social, legal and psychological background
  • identify vulnerable applicants and applicants with special reception needs, also in view of determining their allocation within the reception facility
  • provide applicants with essential information (e.g. house rules, rights and obligations, available services, material reception conditions).

Member States must inform applicants, as soon as possible and within 3 days of making their application or within the timeframe for registration, of the reception conditions and procedural aspects relevant to their stay (Article 5(1) RCD (2024)). This obligation includes details about available support received in reception, including services, rights and duties, procedures for access to healthcare, education, and employment, as well as rules within the facility and procedures for complaints and appeals.

The intake procedure can take various forms, depending on the national and local practices:

  • a single meeting or several ones
  • conducted by one or several reception officer with different roles
  • arranged collectively, followed up by individual sessions to record each applicant’s personal data and special needs, or 
  • conducted entirely on an individual basis.

The workflow of the reception intake depends on factors such as the national and local context, the type of centre and the nature of the arrival. While certain tasks must be carried out on the day of arrival, follow-up activities, such as assessments of special needs or information sessions, are scheduled in the days that follow, based on the applicant's situation and needs. 

Regardless of format, intake should be tailored to the individual needs of the applicant and ensure that all necessary information is effectively communicated (Article 5(2) RCD (2024)), in writing and, where necessary, orally, in a language the applicant understands. 

The EUAA Operational Standards and Indicators on Reception including Vulnerability-related Aspects, 2026, clarify that the intake process also serves as a two-way process in which the reception officer actively provides key information to the applicant who, in turn, shares with the reception officer important data that will be used to develop the applicant’s individual file Section 3.3. Individual file, p. 93). This file should be opened within a maximum of 3 days from arrival and centralises the applicants’ personal data, the special needs and tracks the applicant’s access to services (Standard 62, page 94). Information collected during the previous steps (e.g. screening) should be shared with the reception authority and included in the individual file (Section 1.8. Sharing of information among authorities , p. 47-48).

Although the intake differs across Member States, the following tasks should be carried out on the day of arrival as part of the reception intake, before accommodation. They can be organised at different moment and include at least the following.  

  • Administrative registration: registration of personal data (including family composition, vulnerabilities and special needs, etc.); filling out reception-related forms (if applicable); designation of a room (depending on the target group); issuing and handing out the badge or the residence card (if applicable or if not done in the previous steps); creation of the individual file. 
  • For efficiency gains, any information collected during previous steps of the workflow, if applicable, should be used. This can be available through integrated or interoperable systems, in coordination with the other responsible authorities. 
  • Provision of information (written, oral and audiovisual): this includes providing an overview of rights and obligations, house rules, a map of the reception centre plan, list of services and emergency contacts, and a short orientation tour of the centre and available services, which can be organised individually or in small groups. 
  • Distribution of arrival/welcome kit with non-food items.
  • Collecting the luggage stored in the previous steps. 
  • Accommodation: accompanying the person to their designated room. Depending on the operational context (e.g. low arrivals, transfer from another centre), an initial assessment of special reception needs could also be carried out on the day of arrival.

For more information on the reception intake check also the EUAA Practical Guide on Management of a Reception Centre – Focus on the arrival phase, 2025. 

The intake can be considered as a two-way process. It is crucial not only for the exchange of information but also for the development of trust between the reception officer and the resident. 

Mandatory RCD (2024) templates (info brochures) with standard information explaining rights and obligations related to reception:

The links to the mandatory templates (RCD (2024)) for children are available in Section Accompanied and unaccompanied children.  

The use of the brochure for the stage of making or the brochure for the stage of registration depends on when the intake will take place, depending on national context. 

Scenario 1: the reception intake is part of the workflow upon arrival at the same location with the other asylum procedure tasks (i.e. registration). The brochure can be distributed and explained as part of the reception intake (before registration) either in a group or individual session. 

Scenario 2: the registration already took place before the reception intake and the info brochure was already distributed. As part of the reception intake the reception officer can refer again to the brochure and reinforce the key information provision messages in order to check understanding and clarify any questions. The information session can be delivered either individually or as part of a group.

The EUAA flashcards are intended to support information providers and, to a limited extent, border police officers, in sharing information related to the asylum procedure and reception conditions especially with those applicants with mild cognitive impairments benefiting looking at moving images complemented by brief key messages

Information provision messages on day of arrival and within the next few days 

Information provision is a core obligation of Member States. It is a fundamental element of the reception intake. Remember that information should be delivered in a phased manner.  – Provide concise information on immediately relevant topics on the day of arrival and complement this information with further details over the following days.

Consider providing the information below.

Phase 1: information provided during the first days of arrival 

  • A general welcome and orientation message with information about:
    • the country and location they have arrived in and the name of the reception facility
    • where they will stay during the asylum procedure and the allocation process (if applicable): 
      • to an accommodation place 
      • to a certain geographical area and the boundaries of that area
      • to a specific place because of a decision to restrict their freedom of movement and the main rules regarding the entry and exit from that place
    • (if they are not in the EU+ country where they first arrived) 
    • the type of facility they are currently at (e.g. open or semi-open regime, the hours when they can leave the centre, any other important rules to follow), including rules for safe and respectful cohabitation (basic information).
  • Explain that they are in a safe environment and clearly identify who they can turn to if they have questions, feel unsafe or need help (e.g. case managers, social workers, designated focal points). 
  • What is going to happen next and the related timeline: 
    • registration in reception (e.g. personal information, badge)
    • arrival/welcome kit distribution
    • daily allowance distribution 
    • medical screening
    • basic information sessions on rights, obligations, consequences of non-compliance, house rules
    • assessment of the special reception needs and the identification of vulnerable applicants. 
  • Personal file: 
    • which information is included
    • how it is recorded and securely stored
    • who is authorised to access it
    • how applicants can obtain access to their own file
    • the possibility to review their file and request an update of information they consider inaccurate.
  • When they will receive or how they can ask more detailed information, including free legal counselling, about the asylum procedure (optional).

Phase 2. Information provided during the first week of arrival (as soon as possible)

Consider providing the information below:

  • services available in reception (e.g. medical, social, psychosocial, legal) and how to access them
  • services for vulnerable applicants / applicants with special reception needs
  • communication (e.g. availability of Internet, Wi-Fi, computer room, phone cards)
  • access to information in the reception facility (e.g. information board, helpdesk and the importance of checking them regularly)
  • safety and emergency procedures and contacts, in and outside the reception facility
  • the availability of an assistance programme for voluntary return, its main elements and contacts for further information (if applicable)
  • for unaccompanied children, information about the appointment of a representative/person suitable to act as a representative, focal points and support services available in reception.

Consider also adding the following information, building on the most relevant information provided in the first days: 

  • functioning of the reception centre and house rules
  • rights, obligations and consequences if not complying with the obligations
  • daily life and activities
  • schooling, language courses and available resources for children and adults
  • public transportation (e.g. accessibility, use)
  • an overview of the relationship between their reception rights and the support they receive and the asylum procedure in the national context, specifying which authority is responsible for the asylum procedure (if applicable). Emphasise the consequences on their reception rights if they do not cooperate with the asylum authorities and follow the rules explained to them.
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Practical tips on communication channels

  • Provide information to applicants promptly and in a language and format they understand. Use multiple communication channels to ensure accessibility. These may include:
    • written materials (e.g. posters, leaflets, welcome guides)
    • oral information supported by the use of slide presentations (if available)
    • audiovisual tools (e.g. videos, voice recordings)
    • dedicated digital platforms (e.g. mobile apps, websites)
    • signage and information screens in the centre (if available).
  • The choice of the communication method and channel should be tailored to the applicant’s profile and needs, as well as to the availability of equipment and materials. For example: 
    • oral information sessions supported by visual aids (e.g. videos or pictograms) are most suitable for applicants with low literacy levels or those who struggle to understand written information for other reasons.
    • oral information accompanied by audio materials is appropriate for applicants with visual impairments.
  • Applicants will understand and remember the information more easily if they receive it repeatedly, at different moments in time and through different channels (orally, in writing, in video format). 
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Practical tips on working with interpreters and cultural mediators

  • Ensure the presence of qualified interpreters for complex or sensitive information. Avoid using fellow residents and never use children as interpreters, as it can harm confidentiality and cause distress.
  • When on-site interpreters are unavailable, remote interpretation services should be used. When using remote interpretation:
    • video interpretation is strongly preferred over audio only, as visual cues improve trust and understanding and reduce intimidation or discomfort for the applicant
    • brief the applicant at the start of the session on the use of remote interpretation and how this setup will work, especially if they are unfamiliar with remote communication tools. Alternatively, you can use a short video or pictograms, to better explain the use of remote interpretation. 
  • Always assess whether the chosen interpretation services are adequate and culturally appropriate. Adapt them to the applicant’s language, dialect and gender preferences where possible, especially in sensitive contexts (e.g. health, gender-based violence, trauma, other vulnerabilities or special reception needs etc.).
  • Where possible, involve cultural mediators or trusted community members to disseminate culturally sensitive information. This may help overcome cultural and communication barriers and reduce applicants’ concerns. They can help explain terminology and provide examples which the applicant can relate to. They can also advise on body language and gestures that may have differing meanings across cultures.
  • Prior to the information sessions, brief the interpreters and cultural mediators on their role and responsibilities, the nature of the case or session, and what is generally expected of them.