1. Is there any change in the interview modality considering COVID-19?
As a safety precaution (and in order to minimize the risk of viral transmission), interviews will now be conducted remotely through the phone. Under very limited circumstances, in-person interviews may be carried out at Caritas premises.
2. What if I do not want my interview to be conducted over the phone?
The process is voluntary and data collection will not be conducted without your consent. Exceptions to remote phone interviews will be applied to the following individuals, who will be prioritized for office-based interviews while taking necessary precautionary measures:
- Individuals with partial disabilities such as speech/hearing impairment, which would adversely impact their interviews if conducted over the phone.
- Individuals at heightened risk who express inability (due to safety and/or confidentiality concerns) to conduct the interviews from their current place of residence.
3. My UNHCR documents expired and I am unable to renew them at this point. I am afraid that they will be considered invalid. What shall I do?
- Expired UNHCR documents will be considered valid as long as the case is not closed or deactivated. In case you face any problems, please inform UNHCR via our Infoline or [email protected] .
4. What health and safety measures are implemented in interview rooms to minimize risks of COVID-19 transmission?
- Reception areas are equipped with sanitizers.
- Regular sanitization of used spaces takes place at the end of every working day.
- Personal Protective Equipment is provided to interviewing staff, interpreters and guards.
- All persons approaching the office are obliged to wear a face mask. Persons not wearing a mask will not be able to enter the premises.
- Mandatory temperature checks for refugees and staff take place at UNHCR gates.
- All necessary precautions are taken in terms of handling documents.
5. How can I verify the identity of my interviewer through the phone?/if I am having a phone interview?
All Caritas staff start the phone/Signal interview by introducing themselves, their occupation in Caritas and the purpose of the call. They will also review your registration information with you to confirm that they are indeed Caritas staff.
- Your interviewer will call you from one of the following phone numbers only:
- 01129880808, 01129876688, 01129880010, 01129880040, 01129880030, 01129880404, 01129880559, 01129880882, 01129881123, 01129881138, 01129881153, 01129880440, 01129880070, 01129881161, 01129878833, 01129880554, 01129884423, 01143866769, 01125404701, 01125404703, 01128766784, 01128770785
- Please note that these numbers cannot receive any calls. If you need to contact UNHCR or any of its partners, please use the Infoline numbers designed to receive calls from refugees and asylum-seekers.
- You can make sure you are scheduled for a vulnerability assessment by calling our Infoline during the regular working hours.
6. I was asked to download Signal application for my phone interview with Caritas. What is this application?
Signal application is a messaging app, just like WhatsApp, Telegram or iMessage, but one that offers security and keeps minimal information about its users.
7. How can I download and use this application?
- Go to the App Store on iPhone or Play Store on Android and search for Signal
- Download Signal on your smartphone (your phone must have iOS 10.0+ or Android 4.4+).
- You need to know the phone number of the person you want to communicate with.
- That person must also have a Signal account.
- Both phones need an active internet connection.
In case you were not able to follow the mentioned steps, your interviewer can assist you prior to the interview.
For more information about the signal application, please visit this link: https://support.signal.org/hc/en-us
8. How can I send requested documents during a remote interview?
Requested documents can be transferred through the Signal application. Under very limited circumstances, documents can be handed physically by taking all necessary precautions in advance including wearing a mask and gloves.
9. Which cases are prioritized for undergoing the assessment?
- Cases with appointments scheduled before Covid-19;
- Cases identified by UNHCR protection either for interim cash support or fast track assessment;
- Cases requesting new assessments with no assessments conducted in years 2019/20;
- Cases whose assistance/eligibility decisions are about to expire.
10. What are the cases that I might not be able to collect my entitled cash assistance?
You will no longer be able to collect your entitled cash assistance in the following circumstances:
- You have voluntarily closed your file with UNHCR
- Inactive-/closed records by UNHCR
- Failure to collect cash assistance for three consecutive months without providing valid reasons.
11. I am afraid my cash assistance is coming to an end by September 2020. What can I do?
Due to the Covid-19 situation, UNHCR will provide all cases on the multi-purpose cash assistance list with a three-month extension until December 2020. You will be notified by UNHCR via SMS about this extension. This is not applicable to cases on interim cash programs (which are provided up to six months only) or one-off cash programs (which are provided once per year such as cash for hygiene or cash for Covid-19).