Background information
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 (see EUAA Guidance on Reception – Operational standards and indicators, 2024, Annex 2, Glossary). During this procedure, information regarding the applicant’s medical, social, legal and psychological history is collected, an initial identification and assessment of their special reception needs is carried out, and information regarding their rights and duties is provided by reception officers.
The intake procedure can take various forms, depending on the national and local practice: it can be a single meeting or can consist of several ones; it can be conducted by one reception officer or by several ones with different functions; it can be organised collectively, followed up by individual sessions to record each applicant’s personal data and special needs, or it can be conducted entirely on an individual basis.
The EUAA Guidance on Reception – Operational standards and indicators, 2024, refers to the reception intake in view of filling in the applicant’s individual file. It clarifies the main objectives of the reception intake, as detailed below.
- To provide information to the applicant (e.g. house rules, rights and duties, available services, material reception conditions).
- To collect information from the applicant (e.g. social, legal, psychological, medical information).
- To identify persons in a vulnerable situation also in view of determining their allocation within the facility and their special reception needs. The intake interview can be a privileged moment to obtain information relevant for the vulnerability identification process.
Although the intake differs across Member States, it should be understood as a series of activities, which can be organised in different moments, that would include at least the following:
- a welcome to the reception centre (based on time of arrival).
- individual intake which may include:
- registration in the reception facility (collection of personal data, family composition, special needs);
- filling in by the applicant of any reception related forms (if applicable);
- provision of basic information (on day of arrival);
- designation of accommodation (depending on the applicant’s profile);
- issuance and handing out of the badge or residence card (if applicable);
- opening of the applicant’s individual file within maximum 3 days from arrival in the facility (EUAA Guidance on Reception – Operational standards and indicators, 2024, Standard 6);
- scheduling of appointments for the next steps of the arrival flow or according to the needs identified (e.g. care provider, medical staff, social worker, information provider, legal counsellor);
- provision of basic information and short orientation tour in the centre and its services (e.g. use of facilities, services, distribution of meals, etc.);
- short explanation of how the centre works and basic rules (it can be organised individually or collectively);
- provision of arrival/welcome kit with non-food items;
- organising follow-up appointments (when needed);
- organising follow-up information activities.
The intake can be considered as a two-way process and is crucial not only for the exchange of information but also for the development of trust between the reception officer and the resident.
EUAA information materials
Below is a welcome package of information materials for the general audience (templates for slide presentations). It can be used during the arrival phase / intake to provide basic and additional information to applicants for international protection either during group or individual information sessions. Depending on the national set-up, the templates can be used for carrying out three different information sessions or can be combined (deleting the duplicate slides).
The templates are customisable and need to be filled in by reception authorities and other responsible entities with information specific to the national reception context and reception facility before their use. Each slide (in the 'Notes' section) contains explanations and tips on how to customise it.
The templates and a 'how to use' manual will be available on the LSA portal at a later stage.
- 'Welcome to the reception centre' slide presentation template
- 'Reception rights and obligations' slide presentation template
- 'House rules' slide presentation template
Due to the level of customisation needed, the templates are available only in English.
Information provision messages on day of arrival and within the next few days
Information provision is at the core of the reception intake. Remember that information should be delivered in a phased manner: provide concise information on immediately relevant topics and the next steps on the day of arrival, and complement with further details in the next days.
Consider providing the information below within a day of arrival at the reception centre.
- A general welcome message with information about:
- the country and location they have arrived in and the name of the centre;
- the link with the asylum procedure according to the national context;
- basic information about how the centre works;
- the type of centre (if there is an open or semi-open regime, the hours when they can leave the centre, any other important rules to follow);
- the allocation process within the reception centre.
- A message highlighting that they are safe in the centre and explaining where they can go if they have any questions or problems.
- Information on what is going to happen on the day of arrival and in the coming days, (see also practical tips box below)Mention for example:
- the medical screening;
- additional information session(s) on rights and obligations, house rules etc.;
- information on the asylum procedure.
- A brief message about the organisations responsible for reception and the asylum procedure (if different).
- Key messages about where applicants can receive assistance (medical, social, psycho-social, legal).
Follow up with a detailed (group or individual) briefing during the first week, covering the following:
- a brief message about access to communication (e.g. availability of Internet, WiFi, computer room, if applicable);
- general information about the availability of public transportation;
- reference to the importance of checking the information board;
- information about safety and security, what to do in case of an emergency;
- voluntary return options (if applicable).
Consider also adding the following information, making sure to build on the most relevant information provided on day 1 or 2:
- the functioning of the reception centre and the applicable house rules;
- reception rights and obligations;
- available services and assistance;
- daily life and activities;
- school and courses available.
Practical tips on communication channels
- Several communication channels should be used to provide applicants with information during the intake. These may include face-to-face exchanges supported by the use of slide presentations, printed materials (posters, leaflets), sign posts/screens in the centre as well as audio-visual tools and digital platforms.
- The choice of the communication channel might depend on the availability of equipment, materials as well as the accessibility of the target audience, bearing into account their profiles (e.g. specific channels need to be envisaged for illiterate applicants or for residents with impairments).
- Receiving the information repeatedly and through different channels (orally, in writing, in video format etc.) will allow the applicants to understand and remember the information more easily.
Practical tips on working with interpreters
- Use interpreters when more complex and/or sensitive information is involved. Avoid using fellow residents as interpreters. If doing so, always seek the resident’s agreement before. Avoid, in any situations, asking children to interpret as this may unbalance the child-parent relationship.
- If briefings are conducted in the reception centre (e.g. about access to social or legal counselling) and no social worker can speak one of the resident's known languages or no interpreter/cultural mediator is available, staff might use remote interpretation services.
- If an interpreter is not available locally and remote interpretation services are used, video conferencing is preferable to audio only. Applicants are normally unfamiliar with interpretation set ups and may be intimidated by the situation. Seeing the interpreter at least on screen can help compensate for the lack of personal interaction.