Visits the pages below for information provision messages and practical tips on a selection of special needs:

    Children
    Trafficking in human beings
    Gender-based violence
    Mental health
    Disabilities

Ensuring effective information provision is vital for granting access to rights and fostering safety, well-being and inclusion among applicants, especially those with special needs or in a situation of vulnerability. 

In accordance with the reception conditions directive (2013/33/EU), (RCD (recast)), the notion of applicants with special needs include children, disabled individuals, the elderly, victims of gender-based violence and trafficking in human beings, as well as those facing mental health disorders. Often an applicant has a multitude of special needs or vulnerabilities, therefore the information they require should reflect this intersectional perspective. Tailoring content and channels to accommodate their unique requirements, including in terms of information and communication needs, not only promotes accessibility but also empowers applicants to seek support and to navigate their context by accessing all the available resources and facilities. 
Member States should ensure that, while enhancing the effectiveness of communication aimed at children and young individuals, they also improve informational messages and channels for other applicants with special needs. This can be achieved by regularly assessing the situation of persons with special needs, developing inclusive content, using diverse communication channels to reach a wider audience of persons with special needs, and employing feedback mechanisms, among other strategies.

Additional content need to be designed and adapted to the individual circumstances and special needs of an applicant and it is important to inform applicants on the below. 

• What special needs are and, that applicants are entitled to specific services and reception arrangements.
• What these specific services and facilities are and  which  procedures are in place to  access them. 
• The importance of communicating their vulnerabilities and special needs to the reception staff, while reassuring the applicants that confidentiality, privacy and data protection are guaranteed. 
• Who the focal points are and how to reach out to  them. This should be complemented by information on the area of expertise and contact details of relevant organisations or other service providers. 
• The consequences of breaching house rules and being involved in violent or criminal activities. Provide some examples, such as administrative and legal sanctions as criminal charges, depending on the situation. 
• The existence of a complaint and response mechanism and its accessibility for applicants with special needs. Additionally, assure them on the confidentiality and timely response when handling complaints.

To ensure that information reaches as many applicants with special needs as possible, it should be conveyed using a variety of communication channels which suit the personal circumstances of each applicant, including varying degrees of literacy, education, cognitive capacity and maturity. Oral information should be the main form of providing information to applicants with special needs, in particular to children and people who, for several reasons, might have lower level of understanding and literacy. This should be complemented by the use of other channels adapted to the special needs of the target group, such as printed materials, digital and audiovisual communication. It is recommended to regularly request feedback, including by establishing a feedback mechanism, so that applicants can provide input on the accessibility and efficacy of information-delivery methods, ensuring continuous adaptation of the information provision messages and communication channels to their needs.

The EUAA Guidance on Vulnerability in Asylum and Reception – Operational standards and indicators, 2024 highlights that information provision should be adapted to the particular circumstances and needs of applicants in vulnerable situations (Standard 1). Specifically, this implies the existence of a process to determine and consider the information and communication needs of applicants in vulnerable situations (Indicator 1.1), the provision of targeted information relevant to the particular circumstances of applicants (Indicator 1.2), the use of a variety of communication channels to ensure the applicant’s understanding (Indicator 1.3), the regular provision of in-person and oral information, taking into consideration the special needs of the applicant (Indicator 1.4), and that information provision sessions for applicants in vulnerable situations ensure privacy and the confidentiality of shared information (Indicator 1.5). Additionally, it highlights that applicants in vulnerable situations should be informed about organisations or other service providers that support or provide targeted information concerning their particular circumstances (Standard 2).   

Practical Tips

• Organise regular information sessions with the involvement of relevant local stakeholders, such as healthcare service providers and relevant civil society organisations. 
• Involve specialised service providers, interpreters (including sign-language) and cultural mediators when deciding on the content of the information provision messages as well as when delivering the information to applicants with special needs. 

Visit the ‘Methodology’ page on the Let’s Speak Asylum portal for more information on how to adapt communication techniques to the applicant’s personal circumstances.