Information provision messages

Safety and security information provision messages are designed to equip applicants with the necessary knowledge and understanding to effectively adhere to some rules and conducts which ensure a safe and secure environment for both residents and personnel alike. 

Inform applicants on the below.

• 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, curfew hours);
  • surveillance system (CCTV cameras, video surveillance, sensors) ; 
  • the role of the security personnel (check in specific areas, monitoring of the facility premises by the local police or security assistants, reception staff trained on emergency response etc.).
• 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 etc.);
  • food safety (e.g. thermal cooking, proper food washing, proper food storage, etc.).
• The house rules, including operational regulations of the facility, which are directly related to the safety and security measures (e.g. visitors policy, curfew hours, fire safety, prohibited items, alcohol and drug policy, smoking areas etc.).
• 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, and add that, on the part of applicants, it might entail on-site inspections, individual and group discussions etc. 
• Any safety and security concerns outside the reception facility, in certain areas or at certain hours as well as on what to do if they feel in danger (e.g. possibility to contact the police, emergency numbers etc.).
• Inform applicants about emergency contacts, emergency focal points within reception and procedures to follow in case of: 
  • fire, gas leaks, natural disasters (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. Inform them on the existence of anonymous reporting and on the actions initiated to ensure the privacy and confidentiality throughout the reporting process. 
• The importance of a culturally sensitive approach and respect in the reception facility among applicants and reception staff. Give examples of behaviours that may be acceptable in a culture but inappropriate and unsafe in another (e.g. personal space, body language and gestures, eye contact, dress and appearance etc.). 
• 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 supervising them at all times. Additionally, inform parents on their responsibility to ensure that children play safely and do not engage in activities that could potentially harm them or others, as well as on their role in familiarising the children with the emergency procedures. 

Additionally, inform children applicants on the below. 

• Safety and security concerns and prevention measures, to raise their awareness on potential risks and protection resources, as well as on the regular assessments of these risks. 
• The safety and security risks associated with radicalisation. Formulate the messages in simple ways to include information on what radicalisation is, who might try to influence children, how to recognise potentially dangerous ideas and messages, online safety, what to do if they do not feel safe (procedures, focal points) etc. Reassure them on the fact that such things might happen to anyone, so immediate reporting is essential.

Practical tips

• In addition to presenting safety and security rules and instructions to applicants orally or through leaflets and animations, use posters, diagrams and pictograms featuring universal signs and symbols that can be easily understood. These should be strategically placed throughout the reception facility, on the information board as well as in specific areas of the centre such as near electrical outlets, in bedrooms and other common areas, kitchen and children's playground. These posters would provide clear visual guidance on how to identify and mitigate potential hazards and they should also include emergency numbers.
• 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 vs. gender-segregated), its capacity (small vs large), the population movement (stable vs. in transit) etc.  
• Keep applicants informed about any changes or updates to safety and security procedures. Establish channels for ongoing communication and feedback to ensure applicants are provided with the latest information. The information collected through feedback channels should be used to identify new potential risks and adapt the information messages accordingly.
• To increase compliance with the rules, ensure that residents are informed and understand that the imposed measures are aimed at safeguarding both them and the reception staff. 
• Enhance cooperation with local authorities responsible for safety and security (local police, fire department, etc.). 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.