Introduction to The Dutch Council for Refugees Speaker: Rob DUBBELMAN DCR , Local Manager - Dutch Council for Refugees The organisation

● Founded in 1979

● 6,800 volunteers

● 1 National Office in Amsterdam

● 12 Regional Offices (foundations)

● supported by 600 paid employees

● Represented in: – 305 municipalities (90%) – approx. 45 asylum reception centres Mission

'To defend the rights of refugees and asylum seekers and assist them in starting a new life' Dutch Council for Refugees Limburg Regional Office Association of DCR Foundations An introduction

● Limburg Council for Refugees makes part of the national association of DCR

● DCR is an voluntary association of 12 regional foundations of Refugee Councils Its legal status is comparable to a non profit foundation (comp. RSPCA in UK, eV in DE, cvba/scrl in BE, Croix Rouge in FR)

● Limburg Refugee Council is located in the province of Limburg (deep South) Core tasks of the National Office

● Inform members of Parliament on refugee issues

● Carries out active lobby for refugee rights

● Support Desk: supplies information and advice to asylum lawyers and informs volunteers on law, asylum and administration

● Initiates and facilitates projects to promote integration of refugees

● Committed to increase public support for refugees (by campaigns, website, social media.etc)

● Supports the Regional offices (ict, promotion) Core tasks of the Regional Offices

● Volunteers assist refugees in asylum centres and in local communities

● Support refugees at: housing, administration, asylum procedure, language training, integration, finding jobs

● Work is carried out by volunteers who are supported by staff

● Helps reinforcing correct image and position of refugees; by PR campaigns (such as festivals, lectures, public events, debates etc)

● Find support for refugees at local authorities (province and municipalities) Dutch Council for Refugees in the future

● Ambitious plan to merge 12 Regional Foundations into 1 National Office and 5 Regional Offices

● The merging process will start in 2015

● In negotiation with trade unions and works councils of the regions and national office

● Objective: to reduce costs, harmonise work processes and equating procedures, positioning and profiling as one organisation Council for Refugees Limburg

● Merged from local volunteer council groups into one Foundation of Limburg Council for Refugees in 2008

● 450 volunteers, 8 volunteering Board members

● Supported by 40 paid employees and 1 Regional Executive Manager

● Represented in 18 municipalities and 5 Asylum Reception Centres (one to come)

● Known throughout the province Dutch Council for Refugees Limburg Share II City Visit Exchange program Geleen, , February 2015

Volunteering Active role of Dutch citizens and active citizenship The Dutch Government encourages (and in many cases obliges) citizens to take up an active role in society. In one word: participation

Speaker: Romke HAMELEERS DCR Limburg, Policy Advisor

Participation

It involves cooperation, willingness to take part in society; take up his own role and responsibilities In other words: don’t stay home and do nothing. No active role, no support from government.

●Working

●Volunteering

●Supporting

Volunteers in the 35 years of voluntary work at DCR

● Voluntary work is a tradition in NL Dutch Council for Refugees profiles itself as ‘a professional organisation with volunteers’ ● Willingness voluntary work remains high:

– 2007: 5.6 million, 45% of the Dutch population, for Added value: an average of 3.7 hours a week – Involvement, approachable and quality of – 2013: 50% of the Dutch population for an average support of 5 hours a week – Bridge the gap between refugees and society

– Shaping mutual integration Dutch Council for Refugees Limburg Share II City Visit Exchange program Geleen, Maastricht, February 2015

DCR focuses attention on volunteers Focused attention on volunteers A large organisation is to be structured and facilitate services Key policy principles: ● Research

● Valuation ; volunteers are vital (our gold) ● Policy document

● Strengthening ; uniformity in provision of ● National projects and campaigns services, clearly defined responsibilities,

● Regional projects resources and measures and volunteer participation

● Amplification ; use of competencies, networking, facility for differentiation and broadening tasks, diversity

Volunteers in the Netherlands Volunteers in the Netherlands Who, where, what? Current challenge

● Elderly, highly educated, without paid work, religious background, having altruistic values. ● The Dutch society has to deal with public

● Differences between regions: e.g. provinces of problems; Friesland and Limburg, cities vs. countryside ● The Dutch government is retreating their services

● In the neighbourhood, to take more than one job, and gives way to a civil society dominated by supporting/executive or board, commissions market forces

● Seek involvement at groups with same concerns

Volunteers in the Netherlands Volunteers in the Netherlands Developments Policy

Individualisation affects voluntary work for a great ● Objective : not only to recruit volunteers but to deal ensure that volunteers work during their whole life course ● New identity of volunteers:

● By means of good volunteer management – shorter and occasional commitment

● No 'one size fits all approach', but a policy that – driven by personal interests, current agenda, choose free time for their own fits the organization and motivation of the volunteers – They want a challenge, develop themselves, have enriching experience Dutch Council for Refugees Limburg Share II City Visit Exchange program Geleen, Maastricht, February 2015

Role of our volunteers Role of our volunteers

Our volunteers take up an active role to help the They support the refugees during the three phases: refugees integrate in the Dutch society. 1. Resettlement: housing, registration, administration Refugees are to take up an active role as well! They 2. Integration: help practicing the language, learn to take follow three phases in the participation process: up their duties for having social welfare 1. Resettlement: housing 3. Participation: challenge refugees to take active role in 2. Integration: language learning and follow duties finding an professional education or finding a job

3. Participation: Orientation on employment

Support of volunteers

The volunteers cannot carry out their work without any support

●DCR : guidance by local manager, providing facilities like office rooms, computers, information centres

●Municipalities : subsidies, cooperation with DCR and its volunteers on welfare, language classes and labour

●Province : subsidies and provides a platform for cooperation with municipalities on regional level Dutch Council for Refugees Limburg Share II City Visit Exchange program Geleen, Maastricht, February 2015

Resettlement in Resettlement by Volunteers Sittard-Geleen 1. Differences Dutch Council for Refugees Limburg 2. Expertise SHARE II 3. Manual City Visit Exchange 4-5 February

Speaker: Rob DUBBELMAN Coordinator DCR in Sittard-Geleen

Resettlement by Volunteers Resettlement by Volunteers 1. Differences 2. Expertise Pre housing Regular refugee vs resettlement refugee Coaching during integration Language integration course Preliminary phase Language coach Phased schedule Legal guidance Registration process Employment VVS (refugee-monitoring-system) demo Public support Social workers

Resettlement by Volunteers 3. Manual Role of the Municipality

Policy 1. Support Volunteers 2. Monitoring Coordinator 3. Policy Municipality External companies Checklist Dutch Council for Refugees Limburg Share II City Visit Exchange program Geleen, Maastricht, February 2015

Role of the Municipality Role of the Municipality 1. Support 2. Monitoring

Intake Case managers Financial loan Communication with DCfR Pay back in monthly installments COA (Central Agency for the Reception of Asylum Seekers) Housing

Role of the Municipality The Pros and Cons for Volunteers 3. Policy

National targets Policy makers External contacts

The Pros and Cons for Volunteers The pros and cons for Volunteers 1.Pros 1.Cons

Feel useful in society, social involvement Unpaid Improved self-perception Takes time Discover and develop their own abilities Responsibility (but less than in paid work) New contacts / broaden network Chance that they exceed their limits Good for resumes Long term friendships Get to know their way in the neighborhood Dutch Council for Refugees Limburg Share II City Visit Exchange program Geleen, Maastricht, February 2015

Thank you ! Dutch Council for Refugees Share II City Visit Exchange programme Geleen and Maastricht, February 2015

Volunteers are the heart and strength of the organisation

Training programs for volunteers of the Dutch Council for Refugees

Speaker: Mrs. Beline MUKUMUNANA Trainer DCR Netherlands

Volunteers are professionals A necessary balance

Volunteers are the professionals with: ● A necessary balance ●intense involvement is to be found between

●qualities skills, capacities, and work/task demands ●skills ● Training facilitates this ●knowledge

●creativity

●flexilibilty

Aim Give and take

● How can these qualities be optimally used for support, counselling and coaching of asylum seekers and refugees? ● Our volunteers must carry out their tasks and activities in a competent and professional manner

● Our basic principle: our clients are to become self- ● The National Office of DCR can support them independent in the shortest possible time frame through providing a course and training in the areas of asylum and integration .

● The courses are given nationwide and in the regions (on the spot when available). Dutch Council for Refugees Share II City Visit Exchange programme Geleen and Maastricht, February 2015

Give and take Our courses and trainings

● In the Limburg Refugee Council, we apply a training Our course / training offer is meant for: plan that fits well with the needs and expectations of ●Volunteers volunteers so that they have a good start for their – Legal counsellors in Asylum Seeker Centre work and be able to settle themselves in this work – Social counsellors (support at integration) setting properly. – Consultation employees (office support)

– Language coaches

– Job coaches

– Class assistants

●Trainees (stagiaires)

●New (paid) employees

Tasks of a trainer Tasks of a trainer

 The trainer gives some courses / training; ● cares for facilitating applications of our volunteers if they need to participate in courses / training  cares for identifying training needs, giving advice on organized only in the middle of the country; appropriate training for specific tasks of volunteers

● ensures that everything to do with organization and  does all the necessary applications for advanced execution of training runs well course and training for our volunteers in Limburg at Training & Education Department of the DCR National Office; Step by step

Introductory Course (2 days) Introductory Course (2 days)

For starters (everybody) Subjects of Day 2:

Subjects of Day 1: ●ask questions such as interview techniques

●Statements about the admission and grounds for ●listening with attention rejection of the Aliens Act 2000. ●call conditions and call origination

●The main steps of the asylum procedure ●Culture and Communication

●Mission, principles and tasks of Dutch Council for ●misunderstandings in (intercultural) communication Refugees

●principles in practice and systematic supervision of clients Dutch Council for Refugees Share II City Visit Exchange programme Geleen and Maastricht, February 2015

Introductory Course for Invited (resettled) Course: Methodically training for refugees language coaches

● For volunteers who support resettled refugees ● Principles and role of language coaches

The essence: ● practical learning: Awareness of how much we can learn outside school. ● It gives a picture of the process of selection mission

and life in a refugee camp. The course makes clear ● The core steps of the language support: to get distinction between 'normal Refugees 'and' invited acquainted with (planned) methodically support refugees. There is much attention to the specific language learning. situation of the latter group. Also preparing for the ● learning styles arrival in the Netherlands is discussed. ● reflect on the important combination of skills - knowledge - language in learning the Dutch language.

Course: Dealing with prejudices

The essence: ●Both in private and at work for refugees, volunteers have to deal with (his own) prejudice or discrimination. In this course, the different concepts are clarified. ●On the basis of a 'photo exercise' volunteers experienced the impact of imaging on the occurrence of prejudice. ●Using a roadmap is practiced to effectively respond to prejudice. ●Aspects relating is important so as to precisely articulate why you want to work with the organisation for refugees (Pitching)

My value as a trainer with a refugee background

● I inspire volunteers with my own experience and that of others

● I can deeply empathize with the vision and the power of volunteers

● I have a positive attitude to motivate volunteers, are starting to look at the qualities and strength of refugees rather than their limitations

● I work in a coaching way: I encourage the volunteers to think about the skills and the attitude that they can use for the activation of the client in the counseling process in practice. Dutch Council for Refugees Share II City Visit Exchange programme Geleen and Maastricht, February 2015

Participation Results

●Three campaigns during 20062011 resulted in 3,600 work places for refugees Speakers: Peter MICHALIDES, DCREmplooi volunteer Maastricht ●10,000 refugees have found a job since 1989 and Roger KEMPINSKI, DCREmplooi Manager Southern Limburg

Emplooi Participation

● Emplooi makes part of the Dutch Council for The refugees are to participate in the Dutch society. Refugees Netherlands; founded in 1989 It involves cooperation, willingness to take part in

● Headquartered in Amsterdam society, and take up his own role and responsibilities to this end. ● Closely works together with UAF (University Asylum Fund; for highly educated refugees) Emplooi seeks ways to help those to get involved as a volunteer, find proper education or a paid job. ● Emplooi works together with many (temporary) employment agencies, companies and local The support is being carried out by Emplooi volunteers governments throughout the country.

Participation Ladder Participation Ladder

● Emplooi facilitates ● The Participation Ladder helps to define our volunteers to measureable goals to be met coach the refugees ● Personal goals are defined in Participation Plan

● Method being used ● Maps the personal abilities, talents, possibilities, is the socalled and shortcomings of a refugee ‘Participation Social Ladder’ ● Focus on possibilities rather than limitations

● Span of 1 year Dutch Council for Refugees Share II City Visit Exchange programme Geleen and Maastricht, February 2015

Participation Plan Emplooi volunteers as mentors

The Participation Plan is They coach the refugees by: a tool to communicate 1. Intake and participation plan with the Municipality, 2. Setting up a personal profile of skills and wishes employment agencies, the Job Centre and 3. Providing labour market information, social and cultural companies codes 4. Personal guidance in setting up a resume, how to find jobs and job application methods

5. Introduction to employers

Projects Why special attention is needed

● Startbaan (Start The Job) ● Mainstream job coaches at Job Centres are overcharged in getting refugees at work ● Vrouw en Werk ● Many of them experience that the efforts needed are (Women and Work) in no proportion to their targets and results

● Start Foundation ● Many refugees get lost during the process and the (extra financial budget) employment rate could have been 35 to 40%

● Inburgeren in Bedrijf ● The work of the Emplooi coaches are necessary (Integration at Work)

Cases Dutch Council for Refugees Share II City Visit Exchange Programme Geleen and Maastricht, February 2015

Dutch Council for Refugees Dutch Council for Refugees Limburg Share II City Visit Exchange February 2015

● Makes part of the national DCR Association

● Merged from local volunteer council groups into one Regional Foundation in 2008

● 450 volunteers, 8 volunteering Board members

● Supported by 40 paid employees & Regional Executive

● Represented in 18 communities & 7 Reception Centres

● Known throughout the province of Limburg Volunteers in the organization Volunteer policy and motivation Speaker: Romke HAMELEERS, policy advisor

Mission Focused attention on volunteers A large organisation is to be structured and facilitate services 'To defend the rights of Key policy principles: refugees and asylum seekers ● Valuation ; volunteers are vital (our gold) and assist them in starting a new life' ● Strengthening ; uniformity in provision of services, clearly defined responsibilities, Profile resources and measures and volunteer participation ‘A professional organisation with volunteers’ ● Amplification ; use of competencies, networking, facility for differentiation and broadening tasks, diversity

Volunteer policy and management 1.1. Volunteer policy - Motivation

● Elderly, highly educated, without paid work, 1.1. Motivation religious background, having altruistic values

1.2. Challenges ● Young people seek working experience for future job prospects 1.3. Rationale ● Differences: from the cities vs. countryside

● Be in the neighbourhood, to take more than one job, supporting, take part in board / commission functions

● Sports, church, care, arts&culture

1 Dutch Council for Refugees Share II City Visit Exchange Programme Geleen and Maastricht, February 2015

1.1. Volunteer policy - Motivation 1.2. Volunteer policy - Challenges

Intrinsic motivation drives volunteers Motivation doesn’t always coincide with reality; casually, their expectations may not be met Motivational factors:

● Demanding workload: ● Socializing; meet likeminded people complex administration and juridical tasks ● Seek activity and inspiration Wrong decisions can have dire consequences; e.g. rebuttal of asylum, delay in procedures, paybacks ● Concern for human rights (refugee issues) Changing laws demands adaptation in work traffic ● Social contribution ● increasing workload due to project funding ● Professional development registrations, reports

1.2. Volunteer policy - Challenges 1.3. Volunteer policy - Rationale

● Problems of refugees The workplace has changed; a professional approach demanding people, medical or psychic problems is necessary. But core tasks must be guaranteed.

● Changing environment ● Safeguarding assistance to the clients; Negative attitude to foreigners Refugees are in a vulnerable position (language, cultural differences, bureaucracy) ● Shift in motivation and type of volunteers more young people seeking experience, lower commitment ● Safeguarding volunteers and their work; Regionwide policy since 2008 ● Discrepancy between concern and work Some have it hard to keep off limits ● Tackle change in laws and increase of project demands

2.1. HRM - Organisation Chart 2. Volunteer policy and HRM department paid position Management 2.1 Organisation voluntary The Board 2.2 Methods General Manager 2.3 Demarcation of tasks Administration Regional Staff Management assistant Officer Policy Advisor Trainer 2.4 Tools of regulation Offices at Local Offices Projects Inburgering * Emplooi Asylum Centres Managers Local managers Officers Officers Teachers

VOLUNTEERS VOLUNTEERS at the ACs in the local communities

* Integration courses: learn Dutch language, culture and customs

2 Dutch Council for Refugees Share II City Visit Exchange Programme Geleen and Maastricht, February 2015

Volunteer policy Volunteer policy and HRM 2.1. Organisation – Volunteers 2.2. Methods

At 7 Asylum Centres In 18 local communities ● Coaching instead of mere assisting Tackle the tendency to stay dependent of the volunteer and • Legal counsellors • Legal counsellors unwillingness to learn to do the administration themselves • Administration assistants • Relocation assistants ● Tailormade approach • Administration assistants We only allocate the tasks that fit their unique situation. This saves time and money. (prior to final relocation) (client / location) • Language coaches ● Onestopshop • Job coaches (Emplooi) Every refugee can come with a wide range of questions; Expert network consulting • PR asistants

Volunteer policy and HRM Volunteer policy and HRM 2.2. Methods 2.3. Demarcation of tasks

● Equipping volunteers Function Book : function profiles Instruction manual informs on training, regulations, facilities, etc. A proper start is ensured; it helps to meet their expectations ● Distinguish tasks and responsibilities

● Work phasing ● Layout of responsibilities Our work gets more insightful Local managers safeguard limits and ensure a safe workplace; they yearly evaluate the work of volunteers 0 – Preparatory phase (relocating from asylum centres)

1 – Resettlement ● Identify competences 2 – Integration Find tasks and functions that suit their profile 3 – Participation

Volunteer policy and HRM Volunteer policy and HRM 2.3. Demarcation of tasks 2.4. Tools of regulation Basic delineation of workforce: The work is to be done in concordance with law and

● Paid employees take care for the organisation agreements with stakeholders (local authorities, funds)

– Coordination, Budgeting, HRM, Planning&Control, Training ● Instruction manual for volunteers – Research&Development on national level ● Policy book – Safeguard preconditions of stakeholders and law – Code of conduct ● Volunteers carry out the work and help refugees – Responsibilities on a personal basis – Contracting, – Evaluation forms, etc. ● (distant) Board consists of volunteers – Follows nationwide policy of DCR – Not imperative, rather instructive ● Representative advisory bodies

3 Dutch Council for Refugees Share II City Visit Exchange Programme Geleen and Maastricht, February 2015

Strategy 3. Strategy 3.1 Key principles

● Integral approach (one stop shop, tailor made) 3.1 Key principles 3.2 Previsioned outcomes ● Coaching approach

● Building expertise

● Strengthening social support for refugees

● Defending interests of refugees

Strategy 3.2 Previsioned outcomes

● Framing tasks helps to clarify issues with expectations: who is responsible for what

● Volunteers know what to expect from one another

● Refugees know what we do and what we don’t do

● Lean management: reducing doubling of work

● Stakeholders can rely on our professional work approach; with clearly set definitions

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