Corona Helpdesk for Resident Permit Holders

The project

The Corona Helpdesk for Resident Permit Holders helps Tigrinya and Arabic speaking migrant communities in the Netherlands access the latest information related to the Covid-19 pandemic. The helpdesk is staffed by a volunteer crew of native Tigrinya and Arabic speakers that is available to explain the latest government-imposed measures and address any questions and concerns associated with the pandemic and implications on daily life. The Helpdesk is available on working days (14:00-16:00). Additionally, a Facebook page is available where the Helpdesk shares information and where migrants can receive general and specific information, free of charge and anonymously.

The strength of the initiative is in the innovative, cost effective and efficient way it provides information that is culturally sensitive toward the target audience. Tigrinya and Arabic speakers from the general public can discuss their concerns with knowledgeable helpdesk staff whom they can relate to in terms of cultural background; and they can do so in their own language, anonymously and from the comfort of their own home. It is an accessible initiative, and anyone with access to a smartphone and an internet connection can easily and privately access the critical information regarding Covid-19, regulations regarding the pandemic, services to those affected by the pandemic, and guidance on broader issues that are compromised due to the pandemic (such as employment and education).

Since the operations are largely volunteer-driven, the sustainability of the initiative is contingent on the continuous support of these volunteers. Given the high skill set required by the volunteers to respond to public inquiries, and considering that most volunteers are employed elsewhere in their standard occupations i.e. many are social workers too, there is a risk that – in the long term – the capacity of service may be compromised if funding is not secured as a means to remunerate the helpdesk staff as a more sustainable model to volunteering.

The impact of the good practice

Easy access to important information has helped hundreds of callers answer concrete questions related to the Covid-19 pandemic. Over the three-month period from 26 March through 26 July 2020, over 1.100 conversations took place between help desk staff and concerned beneficiaries. Over the same period an average of 2.000 daily visits were logged to the Facebook page, the other key part of their outreach efforts.