Virtual Counselling: Information Provision on Return and Reintegration Support via Smartphones

In 2019, the International Organization for Migration (IOM) in Germany launched the Virtual Counselling project, generously funded by the German Federal Office for Migration and Refugees (BAMF). This initiative introduces an online counselling tool tailored to assist migrants contemplating voluntary return. Within Germany, migrants can connect with IOM staff across 22 countries of origin through calls and messages, engaging in conversations in their native language to discuss the specifics of their individual return and reintegration plans.

Recognizing that a substantial portion of the migrant community faces challenges in accessing traditional counselling services in Germany due to language, cultural sensitivity, and accessibility barriers, the project is dedicated to providing an easily accessible, culturally sensitive, and unbiased counselling service to migrant communities.

During virtual counselling sessions, IOM staff offer information on the conditions in countries of origin, details about return and reintegration programmes in Germany, and specifics about reintegration options in each country. Topics covered in counselling include - but are not limited to - financial assistance, support for business start-ups, housing, medical needs, and relevant referral information tailored to the migrants' individual needs.

Virtual counselling sessions, conducted in the migrant's native language across 22 countries of origin, are anonymous, individualized, unbiased, and provided free of charge during specified counselling hours or by appointment.

Migrants interested in returning to their countries of origin can directly contact IOM staff in 22 countries or areas/places of return, including: Albania, Algeria, Armenia, Azerbaijan, Bangladesh, Bosnia and Herzegovina, Ethiopia, Georgia, Ghana, Guinea, the Gambia, Iraq, the Republic of Moldova, Montenegro, Nigeria, North Macedonia, Pakistan, the Russian Federation, Serbia, Türkiye, Viet Nam and Kosovo*. They can receive comprehensive information about return assistance programs provided by the German government and country-specific reintegration opportunities.

Furthermore, Virtual counselling can be seamlessly integrated into face-to-face counselling sessions at counselling centers, serving as a valuable tool to overcome language barriers and build trust in return and reintegration programs.

For additional project details, and contact info please visit the virtual counselling page on the Returning from Germany website. On each country page flyers and country-specific information can be downloaded from the Downloads section. Informative videos by IOM counsellors in different countries of origin are available here.

* References to Kosovo shall be understood to be in the context of United Nations Security Council resolution 1244 (1999).

Download informative brochure    Download poster

In December 2022, IOM launched the project “From Policy to Practice: Operationalizing a Rights-based Approach to Return and Reintegration (RR P2P)”, funded by the Government of Sweden – Ministry of Justice. The objective of this one-year project was to mainstream a rights-based approach to return migration through the operationalization of the principles and strategic objectives of IOM’s Policy on the Full Spectrum of Return, Readmission and Reintegration (RRR Policy).

A component of this project looked into expanding the existing IOM Germany virtual counselling structure at a global level, connecting migrants in host countries and counsellors in countries of origin. As part of the virtual counselling outreach campaign through social media, IOM carried out campaigns in Sweden, Finland and the Netherlands reaching over 600,000 people. The key messages of these posts provided information to potential migrants on the availability of virtual counselling and what it entails.

To ensure continuous monitoring and learning, IOM has conducted over 20 virtual trainings covering basic concepts of return counselling, establishment of virtual counselling structures and the standard operating procedures and the use of IOM’s Community Response Map for monitoring and evaluation of counselling sessions. The Community Response Map is a monitoring and evaluation tool which provides general information on the vast network of virtual counsellors, their contact details and the information provided by each counsellor including indications of the language used for counselling.

Global virtual counselling factsheet    Project overview

1) The IOM Return Counselling Toolkit (including its module on Return Counselling of Children and Their Families)

Module 4 of the Return Counselling Toolkit focuses on delivering return counselling in different settings such as at arrival points and reception facilities, in emergency situations as well as remote counselling. Return counselling is deeply influenced by the context and settings in which it is delivered; hence, tailored solutions are needed to ensure that standards and safeguards are respected.

Access the Toolkit here   Access Webinar presentation here

2) The Internal Guidelines for Remote MHPSS Working Modalities

The COVID-19 pandemic had a profound impact on the provision of mental health and psychosocial support (MHPSS) services. Based on the experience of IOM Iraq, these guidelines have been developed to assist MHPSS staff in efficiently delivering services to beneficiaries using remote working modalities.

Consult the Guidelines here

3) Audio-visual materials on return and reintegration

IOM has recently released a whole set of audio-visual materials on return and sustainable reintegration capturing not only returnees' and their families' stories, but also capacity-building video materials. 

Access AUDIO-VISUAL MATERIALS HERE

Join the IOM Virtual Counselling Community of Practice and be a part of a global initiative working towards operationalizing a rights-based approach to return and reintegration for migrants. Through this community, we aim to foster collaboration among counsellors and case managers, both in host countries and countries of origin, by providing a platform for sharing best practices and jointly addressing challenges. Together, let's create a supportive and informative space for professionals in the field!

Join us here