Module 3 offers language / intercultural training for professionals working with migrants / refugees / asylum seekers in shelters.
Needs analysis carried out as part of the Vocal in Need project showed that the personnel of shelter facilities feel the need to improve their language/intercultural competence when dealing with people with a migrant background in their daily work. These professionals may be project managers/coordinators, directors, social workers, porters/receptionists, cleaning staff, etc.
According to the need analysis, these professionals would benefit from further language and intercultural training to better communicate with migrants and refugees, as well as to avoid misunderstandings or incomprehension in critical situations mainly in three areas:
- dealing with conflicts between migrant residents or between migrant residents and staff;
- coping with emergencies (e.g. needing to call an ambulance);
- explaining everyday administrative procedures and rules of the hosting country.
A language / intercultural training in foreign languages, professional language and communication skills is crucial for the personnel of a shelter facility, especially because an interpreting service is not always available. Module 3 practices communication at one level of the Common European Framework of reference for languages (A2-B1) in order to meet the needs of the majority of the personnel working at a shelter as well as the language level of hosted residents.
The objectives of Module 3 are to develop skills in:
- initiating and closing a conversation and giving reasons for a contact;
- describing administrative procedures;
- describing how to behave in an emergency situation;
- dealing with conflict management;
- explaining the importance of following the rules in a community-based facility;
- giving the resident the information necessary to cope with emergencies.
Module 3 involves three scenarios based on typical situations and experiences in Italy. For this reason, the procedures may differ from those in other countries, which, however, does not influence the language training.
Scenarios:
- “Booking an Appointment for a Medical Check-up” in which a learner practices how to:
- support a migrant in understanding everyday administrative procedures
- describe how to book an appointment for a medical check-up with a specialist
- provide relevant information, using simple vocabulary
- understand medical-related vocabulary
- explain future actions
- give advice
In Lithuania, necessary medical assistance includes first medical assistance and emergency medical care provided by health care institutions. Referral to a health care facility for emergency medical assistance is optional.
Emergency medical services are provided free of charge to all persons permanently residing in the Republic of Lithuania, regardless of their nationality and compulsory health insurance.
In other cases, medical care may be provided free of charge only to persons covered by compulsory health insurance. People without compulsory health insurance are required to pay for healthcare themselves.
Compulsory health insurance is provided by the Government for:
- foreigners holding a temporary residence permit in the Republic of Lithuania who work in the Republic of Lithuania or who have worked in the Republic of Lithuania for at least 6 months and those who are registered as unemployed in the territorial labour exchanges of the Republic of Lithuania and minor members of their families;
- unaccompanied minor foreigners;
- foreigners granted additional protection in the Republic of Lithuania
The insured person is provided not only with the necessary medical assistance, but also with all health care services.
In Bulgaria, there is no central system to make an appointment with a specialist. The patient (incl. a migrant) would contact a specialist of his / her choice or upon recommendation of the general practitioner (GP) directly after receiving a referral from the GP and when going to the appointment bring the document with them.
“If you do not have anywhere to stay, we can provide you with the addresses of some shelters. Please pack your things.”
In Bulgaria, there is no such service at pharmacies.
Please note that the procedure for making an appointment with a specialist doctor in Austria would be different. There is no central booking system. The migrant would contact a specialist directly with the referral from the general practitioner.
Reception centre staff use so-called “simple language“ when counselling migrants in order to communicate important information despite language issues. Therefore, every user should be prepared to refrain from using complex sentence structure, conjunctions and adverbs.
There is no central authority in Germany awarding specialist appointments to patients. First you have to see your general practitioner, who issues a letter of referral. After that you have to make an appointment with a specialist. The reception centre staff can help you. In Germany an appointment is binding. It is best to arrive 10 minutes early.
- “Respecting the Shelter’s Rules” in which a learner practices how to:
- explain the reason for the call
- explain the shelter’s rules
- read to residents their rights and duties at the shelter
- explain the consequences of the violation of a rule
- deal with conflicts between migrant residents
- find a compromise / solve conflicts
Lithuanian Refugee Reception Centre – an institution providing social services to foreigners who have been granted asylum in the Republic of Lithuania, unaccompanied minor foreigners, foreigners transferred in cooperation with other Member States of the European Union, which aim to implement the social integration of unaccompanied minors, as well as foreigners granted asylum.
The centre’s internal rules of procedure govern the internal arrangements between the centre’s staff, foreigners and their visitors, with the aim of defining the general principles, rights, duties and responsibilities.
Employees, foreigners and other persons within the grounds of the centre are prohibited from:
- consuming alcoholic beverages, drugs and toxic substances,
- making noise in rooms, corridors, disturbing public order,
- storing firearms and other weapons, explosive, flammable and toxic substances,
- attempting the maintenance or repair of electrical, plumbing and other equipment.
Foreigners can perform religious rites in their living places as long as the rights of those of other religions are not violated. Incitement of religious disharmony is prohibited by the law of the Republic of Lithuania.
Reception centre staff use so-called “simple language“ when counselling migrants in order to communicate important information despite language issues. Therefore, every user should be prepared to refrain from using complex sentence structure, conjunctions and adverbs.
In problem-solving conversations in a reception centre, it is very important for each party involved to be able to describe their own version of the conflict. When solutions and rules are established together, they will be more binding to the individuals, as they had been involved in developing them.
- “Coping with Emergencies” in which a learner practices how to:
- provide emergency numbers
- describe appropriate behaviour in emergency situations (calling an ambulance)
- explain the relevant information to provide when calling the ambulance
- explain appropriate behavior if another resident feels sick at night
In the event of an accident in Lithuania, and you need the help of police, fire-fighters or ambulance specialists, call 112 and report the incident, indicate the location of the incident, answer the questions asked by the operator clearly and specifically. The phone number 112 works in the whole territory of Lithuania.
One has to keep in mind that in Bulgaria there might be a problem how to carry a patient to the ambulance (when needed). Paramedics are still not present in ambulances (the system is under development), just a doctor, a nurse and a driver. The patient is usually carried to the stretcher and then to the ambulance with the help of the driver, a member of the family or a neighbour.
“So, these are the numbers you may call in Italy for different kinds of emergencies: 112 –Local police 113 – State police 115 – Fire brigade 118 – Emergency. You can call them from your landline or from your mobile phone, even if you don’t have credit.”
One has to keep in mind that these are the telephone numbers in Italy. In Bulgaria, the old numbers: 150 – medical emergency, 160 – police and 166 – fire department, are redirected to the unified number 112.
Reception centre staff use so-called “simple language“ when counselling migrants in order to communicate important information despite language issues. Therefore, every user should be prepared to refrain from using complex sentence structure, conjunctions and adverbs.
Languages spoken in emergency call centres in Germany are German and possibly English: multilingualism is not mandatory for the integrated assistance system.
If medical problems occur at the weekend or at night, anybody can seek help at the A&E department of a hospital in Germany.
Dial 110 for the German police. In case of fire or life threatening situations (medical emergency) you should dial 112. The calls will be redirected to the fire brigade and medical emergency call centre. The emergency numbers 110, 112 and 116117 are free of charge.
