Service provision is a vital component of reception involving special skills on the part of the reception staff. It includes intercultural competency but also the ability to increase the applicant’s trust in the authorities and service provider, as well as their willingness to discuss their needs and to seek support. This usually entails a collaborative approach between the reception authority, non-governmental organisations and other relevant stakeholders working in reception as well as the specialised service providers.
During the stay phase, service provision may encompass various aspects such as medical and psychosocial care, recreational, cultural and social activities, language courses, civic education, legal counselling and assistance and family tracing.
Depending on the Member State, collaboration agreements are established between the competent authority and the service providers to allow referral to specialised support if needed. Some services could be provided in the reception facility, while others, such as emergency or specialist healthcare services, are often available outside the reception facility, in collaboration with other stakeholders.
Service provision in reception is key to address the immediate and special needs of applicants, foster a supportive environment and ensure compliance with international reception standards.
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