Screenshot of the information portal for refugees.
Snapshot
Entities sharing this good practice: Refugee Solidarity Network (RSN) and Refugee Rights Turkey (RRT)
Submitted by: Leila Shifteh, Deputy Director of Global Advocacy and Strategy
Key stakeholders: Refugee Solidarity Network (RSN) and Refugee Rights Turkey (RRT)
Visit their website: https://refugeesolidaritynetwork.org/ l http://mhd.org.tr/tr
Link to the Information portal for refugees: http://www.multecihaklari.info
Good Practice
Established in 2014, Refugee Solidarity Network (RSN), based in the United States, collaborates with civil society advocates in refugee host countries. Since 2015, RSN has partnered with Türkiye-based NGO Refugee Rights Turkey (RRT). Together, their partnership seeks to enhance the legal protection afforded to refugees in Türkiye. Over the years, RSN and RRT have undertaken various projects and initiatives aimed at strengthening access to reliable legal information and providing specialized legal assistance for refugees within Türkiye. Additionally, they have played a key role in developing and reinforcing the skills and capacities of Türkiye’s legal professionals, contributing to a more robust legal support system for refugees in the country.
Recognizing the need for increased access to information among refugee communities, RSN and RRT launched the Information Portal for Refugees (hereinafter the Information Portal) in Türkiye in 2019 (available at http://www.multecihaklari.info). The Information Portal was developed for the purpose of offering free, accurate and up-to-date legal information for those seeking asylum in Türkiye who wish to understand the procedures and their rights and obligations.
Upon visiting the Information Portal, users are prompted to choose their preferred language and to specify whether they are seeking information for individuals arriving in Türkiye from Syria or those arriving from other countries of origin. Based on the selection, users are presented with information relevant for persons within the scope of the Temporary Protection (for Syrians) or the International Protection procedure (for non-Syrian nationals) in Türkiye. Topical categories range from Registration & Status, Legal Assistance, Housing, Marriage & Divorce, Labor Market, Healthcare, Education, Rights & Procedures for Persons in Administrative Detention, and Rights and Procedures for Unaccompanied Minors.
With regard to Registration and Status, for instance, the Portal provides video information and written materials on how to submit protection applications, which migration authorities to approach (Provincial Directorate of Migration Management), information about registration interviews, medical examinations, access to interpreters, the timeframe for the migration authorities to process applications, decisions and appeals, and legal assistance. Information is regularly updated. In 2024, RSN and RRT plan to integrate greater information regarding preparation for individual RSD interviews for protection applicants within the existing Registration & Status category.
Over the years, RSN and RRT have adapted the contents of the Information Portal into multiple innovative formats such as question and answers, information booklets, but also infographics and videos to make information accessible to individuals who are less comfortable with reading. Additionally, the Portal is one of the only information resources for asylum-seekers in Türkiye available in such a wide array of languages, especially for non-Arabic asylum-seekers (though Arabic language materials are included as well). A relatively newer feature is the ability for individuals to search through the entire website and be directed to specific responses.
In addition to the Information Portal for Refugees, RSN and RRT launched the Information Platform for Lawyers in Türkiye in 2020 (available at multecihukuku.net) which you can read more about here. Together these tools utilize accessible technology (multiple formats, application of best practices in web accessibility, and localization in several languages) to expand knowledge and empowerment for asylum-seekers and legal practitioners and can be replicated for other contexts. By developing and centralizing resources for legal practitioners and for refugees, these tools promote and strengthen the legal protection of refugees in Türkiye.
Good Practice and the Global Compact on Refugees Pledge
Refugee Solidarity Network has made three pledges within the framework of the Global Compact on Refugees in 2023: the Global Legal Community Pledge, the Family Reunification Pledge, and the Localization pledge.
Leading up to the 2023 Global Refuge Forum, RSN pledged to expand digital legal information initiatives with partners over the next four years. This includes collaborating with RRT to expand the Information Portal for Refugees in Türkiye to include information on humanitarian residence permits, individual refugee status determination interviews, and rights of victims of sexual and gender-based violence, among other topics. Additionally, as part of our Family Reunification Pledge, we committed to develop and share reliable legal information on family reunification through digital platforms. In line with this effort, RSN and RRT will update the Info Portal with information on outbound family reunification from Türkiye.
Impact of the good practice
Since launching in 2019, the Info Portal for Refugees in Türkiye has been visited by nearly 79,257 users in Türkiye (as of May 2024), including visits from every Turkish province. Over time, the Info Portal has become increasingly accessible, and is currently available in ten languages, enabling users to access information in their preferred language. The three most frequent languages of contents viewed by users were Turkish, Arabic, and Farsi.
The Portal has enabled legal empowerment of asylum-seekers and refugees by allowing them to access reliable information on their legal rights and obligations which is context-specific. Within the Turkish context, non-Arabic speaking refugee populations generally encounter more difficulties in accessing services and information (as Arabic language resources are more commonly available). Therefore, the Info Portal specifically meets the language needs of this population of asylum-seekers and refugees in Türkiye.
“The [Info Portal] is very beneficial for refugees. […] It’s really significant for me as an individual from Cameroon to be able to access information in French and English. I had received very little information about refugees’ rights since arriving in Türkiye. There are some francophone communities which include those who’ve lived here longer. Thanks to them, I was able to receive some information. When I was in the hospital delivering my baby, I was sent a website but everything was written in Turkish and I couldn’t understand. When I noticed your website included a French language option, it made me feel good. That helps you feel like a person who is valued.”
– Cameroonian Info Portal User
I’ve been living in Van since 2014, and so I was able to understand the information written in Turkish on the website. There’s no Farsi language option on other websites in Türkiye, so it’s really important to make [the Info Portal] more visible.
– Iranian Info Portal User
The Info Portal has also led to increased solicitation of RRT’s services and activities. Many individuals who visit the Info Portal also discover RRT’s services and subsequently call or visit an RRT office in person for support. In this way, the Portal allows RRT to reach a broader geographic audience and expand the numerical reach of their services. Refugees and asylum-seekers are spread out across Türkiye, some in areas without NGO or government support. Previously when only print materials were used, RSN and RRT encountered difficulties disseminating information to dispersed populations, relying on mailing materials to partner organizations to support with dissemination. Now, individuals can access the informational materials using their mobile phones anywhere in the country.
RSN and RRT can also now gather information about the community of visitors to the Info Portal, allowing them to respond to community needs more effectively. The Portal also enables RSN and RRT to measure the reach by tracking visitors, facilitating easier impact reporting to current and potential donors. From a capacity-strengthening perspective, the ability to update information instantly across different languages via the Info Portal saves time and communicates urgent messages efficiently. This capability proved crucial during events like the 2023 earthquake, address verification exercises, and COVID-19 updates. One of the most critical challenges refugees and asylum-seekers faced during the COVID-19 pandemic was access to reliable information. In addition to continuing to provide rights information on standard legal rights matters for refugees, RSN and RRT were able to provide information about critical lock-down restrictions and other COVID-19 related measures on the Info Portal for Refugees.
Finally, the Info Portal significantly enhances the efficiency and fairness of asylum procedures in several ways. Firstly, by informing forcibly displaced people of their rights, it encourages them to seek legal support from organizations and bar associations. This knowledge enables displaced persons and their advocates to pursue the rights they are entitled to under domestic and international law, contributing to a fairer asylum system.
Additionally, members of the host community use the Portal and the RRT hotline to better understand the rights of their neighbors or employees, or to help displaced individuals with enrolling in school or obtaining work permits. Also, when individuals are aware of their rights and the limitations of those rights, they are less likely to bring frivolous or non-qualifying claims. This awareness not only improves the efficiency of the asylum system by reducing unnecessary claims but also helps individuals be better prepared, thus speeding up the processing of their individual claims.
The [Info Portal] helped me receive more detailed information about marriage and divorce. Some Syrian refugees experience problems regarding these issues: girls under the age of 18 get married at the request of their families. The website helped me to learn about the legal age and condition for civil marriage, and I learned what makes a marriage invalid under Turkish law. I also received information about rental contracts and notaries.
– Syrian Info Portal User
Furthermore, by providing information on legal obligations as well as rights, the platform helps uphold the integrity of the asylum system. It prevents the system from being overwhelmed by frivolous claims or by actors representing such claims. Visitors can access these resources even before they are within the asylum system, which further contributes to its overall integrity and efficiency.
Lessons learned
Reflections, Experiences, Adjustments
Developing not only information sources, but digital information resources for targeted communities, has required continuous evaluation of goals and user needs, demanding a high degree of adaptability. Initially, in the early years of the Portal, the evolving Turkish asylum system necessitated frequent updates to the information posted for refugees and asylum-seekers. As a result, this changing environment was one of multiple reasons for adopting a digital format, highlighting the importance of responsiveness to changing conditions.
Over time, numerous adjustments have been made to the Info Portal to enhance user experience and accessibility of materials. Initially, users had to navigate through topics individually (it was not possible to search for a specific topic), but based on user feedback, a full-site search feature was implemented.
Maintaining such a portal requires significant organizational capacity. For instance, one challenge was dedicating budget in the form of staff capacity within the two organizations to maintain the information, as well as for high-quality translations in lesser-known languages, which proved time-consuming and resource-intensive, albeit beneficial for users. Thus, expanding the number of languages offered was both a challenge and a learning experience.
In addition, incorporating affected communities into the evaluation process throughout the full life cycle of a project is a highly recommended good practice: engaging affected communities before, during and after a project ensures that their insights improve the quality of translations and overall effectiveness. Affected communities were consulted throughout the development of and updates to the Info Portal, leading to relevant adjustments in materials based on their feedback. Another essential good practice is to involve affected communities not only in providing feedback but also in collaboratively developing solutions, thereby ensuring meaningful participation.
To ensure access for users without technology, RSN and RRT continued printing published versions of materials in modest quantities. Maintaining multiple formats both online and offline is crucial. Online portals allow regular updates and broader geographical reach; but such information provision exists within a broader support infrastructure, including hotlines like RRT’s (where individuals can access comprehensive legal information through translators who have consulted with protection officers), in-person office hours, and group-based legal counseling sessions held both online and in person.
What could have been done differently
It is a best practice in the Access to Information (ATI) world to provide information to refugees using tools or platforms where they are already active. If this initiative were to expand or be enhanced, RSN and RRT would consider ways to diffuse the information beyond the Info Portal, via Telegram, Whatsapp, and other channels where affected communities are already active.
As mentioned, maintaining the Info Portal is resource-intensive, as providing up-to-date information is essential. Increasing resources to increase staff capacity to manage production of this “living” project would enable more frequent updates, improving the Portal’s reliability and effectiveness.
Future plans
Strengthening RRT’s capacity to take over complete management of the Info Portal- which is currently underway- will contribute to a sustainable localized approach.
Moreover, in the near future, RSN plans to investigate ways to increase the Info Portal’s efficiency using narrative AI technology. For instance, personalizing access to information through a chatbot, which would complement rather than replace the Info Portal. RSN has recently released a proof-of-concept paper on this chatbot. Additionally, behind-the-scenes efficiency can be enhanced by using generative AI to adapt text written by Turkish lawyers to a more accessible tone. Leveraging such technologies could make it more economical and more time/capacity efficient for RRT to continue updating the Portal and expanding the formats and content offered.
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