Communication with Communities

Communicating with refugees is a vital component of UNHCR’s work in Türkiye. In cooperation with the Government of Türkiye and a wide range of partners, UNHCR engages with refugees and asylum-seekers, providing them with the information they need through various tools, to access protection and assistance as well as to make informed decisions about their lives. UNHCR receives feedback from refugee communities to tailor its communication to the needs of affected communities.

Protection counselling is an important activity in the refugee response in Türkiye. Refugees and asylum-seekers approach UNHCR and its partners to express protection concerns, seek advice on specific matters, including legal issues or enquire about the status of their files. In addition to counselling conducted by its partners, UNHCR also responds to requests through its Counselling Line established in July 2019 with dedicated operators who address queries on the full spectrum of rights, obligations, services and procedures relating to refugees and asylum-seekers in Türkiye, make any necessary referrals for follow-up action. The counselling line operates with 50 multi-lingual operators.

The Help website provides refugees with criticaland up-to-date information on a wide range of key themes, including registration, education, livelihoods, and other essential topics. Available in the languages most commonly spoken by refugees and asylum-seekers, the platform is regularly updated to ensure timely and relevant information. It also covers emerging topics, including voluntary repatriation to Syria, recent developments, government announcements, and frequently asked questions that address refugees’ concerns. Beyond serving refugees directly, the website also supports partner organizations and other stakeholders in effectively communicating key messages across various thematic areas. Check out the Help website at http://help.unhcr.org/Turkiye

Facebook page ‘UNHCR Türkiye Information Board’ is another platform through which UNHCR communicates with refugees. It provides regular information on relevant topics, announcements, available services, and useful online resources in the most frequently spoken languages (Arabic and Farsi). Through the interaction of refugees and asylum-seekers, UNHCR can gather feedback, comments and the most compelling information needed on relevant topics that are shared on the page. Check out the Facebook page at https://www.facebook.com/unhcrturkiyeinfo

To further enhance access to information, UNHCR Türkiye has launched the "UNHCR Türkiye Information Board" WhatsApp channels in Arabic and Farsi. These channels provide timely and accessible updates on refugees' rights, obligations, and available services in Türkiye. As a one-way broadcast tool, they complement existing communication platforms, including the UNHCR Türkiye Information Board Facebook page and the Türkiye Help website, ensuring refugees have multiple ways to access significant information in a timely manner. You can follow the WhatsApp Channels in [Arabic] and [Farsi] for updates and guidance.

Finally, the Services Advisor is a platform that helps refugees locate available humanitarian and governmental services closest to them in a simple and user-friendly manner. The information is displayed in Arabic, Farsi, Pashtu, Kurdish, Ukrainian, English and Turkish. Check out the Services Advisor page at https://turkiye.servicesadvisor.net/en