Information provision messages

Safety and security information provision gives applicants the knowledge they need to follow rules and behaviours that help maintain a safe environment for both residents and personnel.

Inform applicants on the following.

• The purpose of the safety and security measures implemented within the facility to ensure the safety of residents, such as: 
  • access control (e.g. key/card system, leaving their ID at the gate while in the reception facility, 24/7 presence of a guard, curfew hours)
  • surveillance system (CCTV cameras, video surveillance, sensors)
  • the role of the security personnel (checks of specific areas, monitoring of the facility premises by the local police or security assistants, reception staff trained on emergency response).
• The instructions on safety measures and precautions to prevent accidents and incidents and ensure the well-being of residents, including:
  • first aid (e.g. the need to respond immediately in case of emergency, the content and location of the first aid kits and the emergency numbers)
  • basic hygiene (e.g. personal hygiene, regular cleaning of the private and shared spaces)
  • food safety (e.g. thermal cooking, proper food washing, proper food storage, consumption of food while respecting the expiration date).
• The house rules, including operational regulations of the facility, which are directly related to the safety and security measures (e.g. curfew hours, fire safety, prohibited items, alcohol and drug policy, smoking areas).
• The procedure regulating the access of non-residents to reception facilities (e.g. family members, legal advisers or staff of non-governmental organisations), including the circumstances under which access may be restricted (e.g. security of the premises and/or of the applicants).
• The safe evacuation routes in case of an emergency – also instruct applicants on how to use them. Additionally, inform them on evacuation exercises, if applicable. 
• The existence of alarms and procedures to follow in case of activation, as well as on the location of the fire extinguishers and how to use them. 
• How to secure belongings and valuables including by using lockers or designated storage areas, when available.
• The security risk assessments conducted in the reception facility (if applicable) and what they entail (who, when, where, why, how). For example, mention that the risk assessment is conducted by a multi-disciplinary team (reception officers, security guards, medical personnel), include information on its frequency. Add that, on the part of applicants, it might entail on-site inspections, individual and group discussions. 
• Any safety and security concerns outside the reception facility, in certain areas or at certain hours as well as what to do if they feel in danger (e.g. possibility to contact the police, emergency numbers).
• Inform applicants about emergency contacts, emergency focal points within reception and procedures to follow in case of: 
  • fire, gas leaks, natural hazards (e.g. earthquakes)
  • critical incidents, such as incidents with an aggressive resident; occupation of official premises, riots or mob violence; acts of vandalism; consumption of alcohol or drugs in the reception facility; threats and attempts of self-harm and suicide; hunger and thirst strikes
  • medical emergencies in and outside the working hours of the medical staff in the facility.
• When and in which situations to seek the support of reception staff and when to call the national emergency contact numbers.
• The rules and channels for reporting any safety concerns, perceived risks or incidents within the facility to the appropriate reception staff. Encourage applicants to report if they notice suspicious activities, feel unsafe or believe someone might be in danger. 
• The available reporting/complaint mechanism and the actions that will be initiated to ensure the privacy and confidentiality throughout the reporting process. For more on informing about how to make a complain, see the topic ‘Complaint mechanism’ in Section Other material reception conditions.
• The security measures to detect and prevent sexual and gender-based violence in the reception facility (e.g. gender-balanced staff teams, regular safety patrols, presence of security staff, video-monitoring in common areas).
• The existence of adequate safety and security measures for applicants in vulnerable situations, such as safe areas for women, children and persons with diverse sexual orientation, among others. 
• The existence of any safety and security arrangements. Highlight if access to secure accommodation or safe shelters is provided to applicants, in cases where safety and security concerns are reported (e.g. small-scale accommodation with a confidential address). The responsibility parents have for their children and stress the importance of always supervising them and familiarise with the emergency procedures. 
• The availability and frequency of first-aid courses, according to national practice.

Practical tips

• Use posters, diagrams and pictograms with universal symbols in visible areas to support oral and written safety rules. This helps applicants understand them, recognise hazards and know which emergency numbers to call.
• Strategies for providing information and messages on safety and security risks should be tailored to address specific concerns, depending on factors such as the type of facility (mixed or gender-segregated), its capacity (small vs large), the population movement (stable vs in transit). 
• Explain why each measure is in place and how it helps protect both them and the reception staff. This helps increase compliance with the rules. Use simple and respectful language during meetings or individual conversations, provide examples of situations where these measures ensure safety. Encourage questions or feedback to check understanding.
• Enhance cooperation with local authorities responsible for safety and security (e.g. local police, fire department). Draft information provision messages collaboratively and involve these authorities in delivering the information as part of dedicated information sessions for adults and children in reception.