The practical aspects of providing the information are strictly linked to the operational setting where access to the asylum procedures’ phases actually takes place.
Usually, the information provision component is part of a broader workflow that regulates the roles and responsibilities of all the stakeholders concurrent to the implementation of the asylum procedures. A workflow such as this depends on the operational setting. For example, the information flow established in a location receiving a large number of applicants will be different from the one taking place in an office space where asylum applications are processed individually.
Dealing with large number of arrivals
When dealing with large number of arrivals, it is important to distinguish between:
- operational settings where applicants are supposed to be hosted in the same location as the arrival until conclusion of the first instance process (such as in the context of a hotspot);
- situations where applicants are quickly moved from the port or harbour of arrival to a first reception centre.
In the former case, the concerned authorities and operational partners can take advantage of the applicants’ longer stay to convey more detailed messages throughout the stages of the asylum procedures. This will allow to clarify doubts and activate relevant referral pathways.
In the latter case, due to time and space limitations, the responsible first contact officials need to ensure that core messages are clearly and efficiently conveyed to the applicants, particularly with regard to what happens next in the procedure.
The operational setting is another key aspect to consider when it comes to securing a confidential environment to interact with the applicant, particularly with certain profiles such as LGBTIQ persons, victims of gender-based violence or persons with health problems or disability. Confidentiality is a prerequisite when interacting with such persons, in order to ensure their protection and foster cooperation with the authorities.
Practical tips on large number of arrivals
Disembarkation: applicants can be screened upon arrival and then transferred to first-reception centres.
- Use printed and audiovisual materials or QR codes linking to digital material when providing information about the asylum procedure. This material can complement the information that was provided orally at the time of disembarkation.
- Group the applicants by language, based on the available information about nationalities on board. Address the groups to provide information on the asylum procedures in the country of disembarkation.
- Look out for vulnerabilities. If vulnerable profiles are pre-identified on the basis of the available indicators, make sure that they are provided with the relevant information. Take confidentiality requirements into account as much as possible, for instance by gathering those persons in a different group.
Hotspot-like settings. As the applicants can be hosted until completion of the asylum procedure, the information flow can be structured by taking into consideration the standard methodological recommendations described in this guidance document.
- Look after vulnerabilities. If available, use safe zones and/or child-friendly spaces to provide information on asylum procedures to vulnerable profiles and unaccompanied children. This will help meet the confidentiality requirements while allowing for a more participative interaction, as you could use information materials tailored to the communication needs of vulnerable profiles and children.
Practical tips on individual interaction
- Adjust your workflows to overcome space limitations and ensure confidentiality
The administrations involved in operational settings are sometimes confronted with temporary or permanent space limitations that could make it difficult to ensure the
confidentiality requirements.
- Schedule one registration at a time to ensure confidentiality
Workflow adjustments could be considered in order to mitigate the risk of an applicant being overheard. For example, you could consider scheduling only one registration at a time to ensure that the applicants and respective interpreters cannot recognise and/or hear each other.
- Register applicants speaking different languages at the same time
If a significant backlog does not allow for individual registrations, you could schedule in the same time slot applicants speaking different languages. This will mitigate the risk of being overheard. The registration officers should check in advance that the applicants being registered cannot understand the language of the other applicant and, therefore, could not understand the account shared by them.
- Install visibility barriers or hold registrations online
Confidentiality can be further supported by installing visibility barriers so that the applicants cannot see each other.
Remote processing, such as online asylum registrations, is also an option in case the availability of adequate physical space is an issue. However, the concerned authority should make sure that the IT equipment and technical requirements for remote processing are in place.
Provide information at first contact
Information provision at first contact often takes place in a situation when the person seeking asylum has recently arrived in the country and has little knowledge of the asylum procedure. These first-contact situations can happen in different settings, including:
- at the external border, such as at border crossing points, green borders, ports and in the transit zones of an airport;
- within the territory of an EU+ country, when meeting the authorities with the intention of applying for international protection.
First contact at the external border is often characterised by an operational environment in the context of cross-border movements. It can include simultaneous regular and irregular arrivals, while first contact within the territory typically happens in an established office environment.
One of the main aims of information provision at first contact is to identify those persons who might be in need of international protection and to provide them with information in order to ensure effective access to the asylum procedure.
Related EUAA tool
For more information on the setting around first contact contexts and how to recognise a potential applicant for international protection, see the EASO-Frontex, Practical Guide on Access to the Asylum Procedure, 2016.
To ensure effective information provision during first contact, you need to take into account the particular challenges related to information provision in this context.
Table 2. The challenges and possible solutions to ensuring effective information provision during first contact
Challenge | Possible solution |
Distraction environment. An influx of applicants can create time pressure and coordination challenges in receiving new arrivals. External border zones may be crowded and distracting environments, thus limiting the communication channels available for the dissemination of information and the time available for information provision. | Coordinate and establish workflows. Advanced levels of coordination and workflows can be established to deliver information effectively during times of high numbers of simultaneous arrivals, for example following search-and-rescue operations or arrivals in large numbers at land borders. Implementing partners can be contracted for providing information. |
Limited ability to absorb information. Before arrival, applicants have often completed a long and precarious journey, during which they may have been exposed to exploitation and abuse or other ill-treatment. This can affect their physical and mental state. They may have pressing needs that do not necessarily relate to asylum. Stress can limit their ability to absorb information. Applicants may also have little or no previous knowledge of international protection and asylum procedure, or how administrative procedures are conducted in Europe. This lack of previous knowledge can limit their ability to absorb large amounts of new information or understand legal terminology. | Provide less detailed information. The information provision can focus on delivering core information with less details in environments that are distracting or when the applicants may have a limited ability to absorb information. This core information can later be complemented with more details and additional information topics. Printed information material that they can later revisit can be handed to applicants. The material can include instructions on how to access more information on digital platforms or orally. |
Limited opportunity to provide tailored information. It may be difficult to immediately identify the personal circumstances of each applicant, due to limited interaction and data collection from applicants upon arrival. Thus, the opportunity to provide tailored information in a manner that is adapted to the applicant’s situation is limited. | Encourage applicants to bring forward their personal circumstances. As it may be difficult to identify personal circumstances that are not visible |
Limited opportunities to meet each applicant individually, including providing interpretation. The arrival context may limit the ability to arrange individual appointments with applicants. In the context of new arrivals, it is also not possible to predict all the languages that would need interpretation at a given time. | Disseminate information via different communication channels. Information can be disseminated via different communication channels to increase the efficiency of information provision. For example, you can use leaflets that combine written text with self-explanatory visual details on how to find more information on digital platforms and how the interaction with the authorities will happen. This information can be translated into several languages. |
Provide information during registration and lodging
During registration and lodging, information is usually provided in an established setting, such as an office environment or an accommodation centre. Depending on your national context, it often takes place after the applicant has stayed in the country for a short while and some of their most pressing needs, such as health, food or shelter needs, have already been met. Thus, the applicant may be able to absorb more information than in the first contact context.
An established setting allows for a potentially calm environment in which to provide information. This context often includes an individual appointment with the applicant in an environment that ensures confidentiality and security. However, it can additionally include meetings with groups of applicants. The context often allows for information to be distributed through several communication channels, including oral communication, printouts and digital platforms.
Applicants usually attend individual appointments for the collection of personal data during registration and lodging. These appointments are a good opportunity to provide individualised information to the applicant according to their personal circumstances. It is also possible to determine which information material would be the most effective.
Related EUAA tool
For more information on the registering/lodging settings, see the EASO, Practical Guide on Registration – Lodging of applications for international protection, December 2021.