Victim support

Criteria and standards for provision of social services to victims of trafficking

Information and consultations via a hotline

Information and consultations during crises

Accommodation of adult victims of trafficking

Psychological support and psychotherapy

Social work with victims of trafficking

Development of skills for social and labour integration

I. Information and consultations via a hotline

1.DESCRIPTION OF THE SERVICE

The Hotline for victims of trafficking in human beings is an information and advice service (Article 15, paragraph 1 of the SSA) which meets the requirements of the Ordinance on the Quality of Social Services. The organisation providing the service needs to be licenced accordingly.
What follows is a description of the specific requirements for the work on cases of human trafficking.
The Hotline for victims of trafficking provides crisis and emotional support, information and referral to other services and professionals. The service can be used in anonymity by the victims and their family and relatives.
The Hotline is designed for:

  • Persons in a situation of trafficking in the country or abroad;
  • Persons who have escaped from a situation of trafficking;
  • Persons at risk of getting involved in trafficking;
  • Family, friends and relatives of victims of trafficking;
  • Representatives of organisations or institutions which have identified a victim of trafficking;
  • General public.

The Hotline provides the following services related to trafficking:

  • IDENTIFICATION

The Hotline identifies victims of trafficking by using the Indicators for Identification of Victims of Trafficking which are part of the NRM. Upon identification, a procedure for help and support is initiated.

  • RISK ASSESSMENT AND SAFETY PLAN

After a person is identified as a victim of trafficking, an assessment is made of the risk for their life and health and their immediate needs. Based on this assessment, a safety and support plan is agreed on. If the person is in high risk, as much information about the person and their location as possible is gathered and reported to the competent authorities in the country or abroad. This is done with the person’s consent if the person is an adult.

  • EMOTIONAL SUPPORT

The Hotline provides emotional support and crisis intervention with the purpose of managing overwhelming emotions and planning next steps.

  • INFORMATION AND REFERRAL

Depending on the caller’s needs and the risk assessment, the Hotline provides information about programmes and services where the person can seek help.

  • PREVENTION OF TRAFFICKING

The Hotline provides information related to prevention of trafficking, including information about safe ways of legal migration and temporary employment abroad, about identifying the risks of trafficking, and about relevant services and organisations providing support in the country of origin and destination.

2.PRINCIPLES OF WORK

  • Information and counselling
  • Emotional support
  • Confidentiality
  • Anonymity
  • Information about the referral
  • Partnering in the development of a safety and support plan
  • Partnering in the decision making process

3.ORGANISATION OF WORK

The working hours of the Hotline may be different:

  • 24/7, with no days off;
  • Within the working day;
  • At certain times and on certain days.

A separate line is reserved for the Hotline which is not used for administrative or other activities.
The Hotline is situated in a room which guarantees the confidentiality of the telephone conversations, if possible, in a separate room. No external persons or noises (TV, radio, noise from opening or closing of doors, conversations between people, etc.) are allowed during the calls). To protect the safety of the team, the location of the Hotline is not announced publicly.
The Hotline must have a data base of institutions, specialised services, programmes and projects to which callers may be referred. It must be updated regularly.
There is a procedure for cooperation with emergency line 112.
The Hotline has clear procedures for work in the following situations:

  • If there is high risk for the health and life of the caller (risk of suicide or in a situation of trafficking when the victim has escaped and there is risk to be found or has very little time, etc.)
  • In case a child calls.
  • In case a person with psychiatric disorders calls.
  • In cases of abusive calls.

IT IS RECOMMENDABLE:

  • At certain times, service in other languages could be offered in view of the current needs of the users of the service.
  • At certain times, service could be offered by specialists (for example, lawyers, doctors, etc.).
    In addition to the Hotline, consultations can be provided via e-mail, Skype, internet forums, chat, Facebook or other electronic means and these should be organised accordingly.

The Hotline has specialised computer software for processing calls.

4.STORING INFORMATION

  • The organisation managing the Hotline needs to be registered in line with the Personal Data Protection Act.
  • All calls are anonymous except the ones involving a high risk for the health or life of the victim or their family.
    • Every call is registered in a form (electronic or paper-based). The form does not include the caller’s personal data but socio-demographic data about them as well as the issue stated and the steps taken.
    • Forms are stored in such a way that only Hotline staff have access to them. It is recommendable that the call information be stored in a type and form allowing for easy statistical processing for the purposes of analysing call and reporting for the Hotline work.
    • Information about calls may be provided upon request to judicial and law-enforcement authorities. It may serve as evidence in criminal proceedings against traffickers.
    • Information is kept for not less than 5 years.

II. Information and consultations during crises

1.DESCRIPTION OF THE SERVICE

Crisis intervention for victims of trafficking is a specialised service to provide information and consultations (Article 15, paragraph 1 of the SSA) during crises and it fulfils the respective standard set out in the Ordinance on Criteria and Standards of Social Services. The organisation providing the service needs to hold a licence for this activity from the Agency for Quality of Social Services with the Minister of Labour and Social Policy (Article 22, paragraph 3 of the SSA).

Crisis intervention for victims of trafficking is a set of emergency measures that provide immediate relief for the symptoms and improvement in the environment with the purpose of achieving fast emotional balance of the victim.

In relation to trafficking, crisis intervention may be used by:

  • Persons in a situation of trafficking in the country or abroad
  • Persons who have escaped from a situation of trafficking
  • Family members and relatives of victims of trafficking.

Crisis intervention includes:

  • Case assessment: Assessment of the crisis situation; assessment of the risk and the immediate needs of the victim; assessment of the resources for coping with the crisis.
  • Planning and developing a safety and support plan: Development of a plan for emergency measures together with the victim, taking into account the case assessment.
  • Emotional support: Emergency psychological support to overcome the shock, anxiety and overwhelming emotions brought on by the crisis.
  • Social support: Emergency practical help for meeting the person’s most urgent needs of food, shelter, medical help, first necessity items and others, which guarantee their physical well-being and safety; provision of transportation, humanitarian aid, temporary accommodation and support to the victim’s family and relatives.
  • Information: Provision of information about the right to use a reflection period and other possibilities for support in accordance with the CTHBA and NRM.
  • Referral: Access to the relevant institutions for support, medical, humanitarian or social help; contacts and referral to services, programmes and institutions for meeting the victim’s emergency needs.

2.PRINCIPLES OF WORK

  • Provision of immediate support
  • Unconditional support to victims of trafficking
  • Safety and security
  • Confidentiality
  • Participation of the victims in all decisions related to them
  • Individual approach
  • Non-accusatory attitude
  • Objectivity in presenting the possibilities for support
  • Protection of the victim’s interests
  • Primacy of the child’s interest and well-being (in cases with children)

3.ORGANISATION OF WORK

The crisis intervention programme is implemented in a specialised service – consultative centre.

  • The work is organised in such a way that the service can be provided immediately after receiving the referral or the request of the victim.
  • The crisis intervention programme is provided 24 hours a day every day. The programme has at least one specialist who is available at any time of day or night.
  • The access to the crisis intervention programme is free and the people who need it can access it directly at any time. Access to the programme is also possible through referral from other services and organisations.
  • Crisis intervention is carried out in a place which guarantees the confidentiality of talks and the safety of the participants.
  • No external people are permitted during the crisis intervention sessions. In exceptional cases, and with the victim’s consent, family members or other specialists may be present during the session, if the case requires it. In cases of children, representatives may attend in accordance with Article 6 of the CPA.
  • The crisis intervention lasts from one to five weeks and focuses on the current problems related to overcoming the crisis.
  • Consultations may be held in a foreign language, including with an interpreter.

There are clear procedures for work in the following situations:

  • If there is high risk for the life or health of the person who needs crisis intervention (suicide risk, in a situation of trafficking when the victim escaped and may be in danger or has very little time to talk, etc.);
  • In cases of children;
  • In cases of people with mental problems;
  • In cases of alcohol or substance addicts.

4.STORING IFNORMATION

The organisation providing the service needs to be registered in line with the Personal Data Protection Act.
  • A personal file is created for every client of the crisis intervention programme with the following information: social service contract, individual needs assessment, individual support and safety plan, client’s personal data, interim and final case reports, documents related to the work on the case from other institutions – referrals, medical records, correspondence, etc., notes related to the completion of the case.
  • The personal files of the clients are kept in such a way that they are accessible only to programme staff.
  • Information about a client of the programme is provided only upon an official request from another institution which has the respective right.
  • The organisation keeps a register of all people supported.
  • Information is kept for not less than 5 years.

III. Accommodation of adult victims of trafficking

1.DESCRIPTION OF THE SERVICE

The accommodation of victims of trafficking is a specific activity in line with certain requirements which need to be fulfilled. The accommodation can happen in two types of services – shelters and centres. Shelters have a high degree of specialisation for victims of trafficking while centres are oriented to a wider circle of users – not only victims of trafficking. The accommodation of victims of trafficking in centres follows requirements which are typical of the shelters for victims of trafficking. The possible services for accommodation on the territory of Bulgaria are:

1.Shelters for victims of trafficking with the NCCTHB;
2.Shelter for follow-up integration of victims of trafficking with the NCCTHB;
3.Centres for adult victims of violence and victims of trafficking (Article 15, item 9 of the SSA);
4.Centres for pregnant women and mothers at risk (Article 15, item 9 of the SSA).

Pursuant to the Social Services Act, the service of centre is implemented always in a set of services – information and advice, and advocacy and intermediation.

These services meet the respective standards set out in the Ordinance on Criteria and Standards of Social Services. The organisations which manage accommodation services need to hold the respective licences from the AQSS (Article 22, paragraph 3 of the SSA).

The purpose is to provide victims of trafficking in human beings (and their children) with a place to stay, medial services, domestic necessities and psychological help, to create conditions to establish contacts with the victims’ relatives (after the risk assessment, if possible) and with specialised institutions and organisations. Accommodation may be short-term (up to 6 months), medium-term (up to one year) and long-term (up to 3 years) depending on the specific service.

Specialised centres in the set of services or shelters may accommodate:

  • Victims of trafficking in persons (for the purposes of sexual exploitation, labour exploitation, child labour and exploitation, and other types of trafficking in human beings);
  • Women victims of trafficking;
  • Men victims of trafficking;
  • Adults (above 18 years of age) with children;
  • Bulgarian and/or foreign nationals;
  • Foreign nationals who are victims of trafficking and would like to be repatriated/returned to their country of origin;
  • Foreign nationals who are victims of trafficking seeking international protection.

The centre in a set of services and the shelter offer the following services:

1.Safe and secure temporary accommodation
2.Securing financial means and assistance to those in a shelter for temporary accommodation of victims as regards purchasing/procuring food
3.Providing emergency, over-the-counter medication, prescription medication at the shelter for temporary accommodation of victims
4.Psychological support and counselling, including crisis intervention
5.Providing for basic material needs/humanitarian aid
6.Providing an interpreter/translation services in a language the victim understands – when the victim of trafficking in human beings does not speak Bulgarian.

2.PRINCIPLES OF WORK

  • Voluntary inclusion of the trafficked person in the programmes of the centre/shelter
  • Immediate and unconditional support
  • Safety and security
  • Informed consent
  • Confidentiality
  • Individual approach
  • Non-accusatory attitude
  • Protection of the victim’s interests
  • Encouraging the victim’s independence
  • Participation of the victims in all decisions related to them

3.ORGANISATION OF WORK

3.1.LOCATION, BUILDING AND EQUIPMENT OF THE CENTRE/SHELTER

The centre/shelter is located in:

  • Its own building;
  • An apartment in an apartment building;
  • On the territory of a specialised institutions (e.g. a hospital).

The following requirements are observed in relation to the centre/shelter:

  • It is at a sufficient distance from areas known for prostitution and criminal activities;
  • It has available electricity, water, telephone line and internet;
  • It is located in a place which has easy access to medical facilities, post office, bank, police department, grocery store, etc.;
  • It provides a cosy, comfortable and clean environment for the people accommodated;
  • It is accessible for people with disabilities;
  • It has the following rooms:
    • Bedrooms;
    • A furnished kitchen;
    • A living room or a recreation room with a TV set, soft furniture, etc.;
    • Sanitary premises;
    • A room for confidential conversations;
    • A room for the centre staff fitted as an office with computers, telephone and fax; it houses the data base of the people accommodated;
    • Storage rooms;
  • It has conditions to accommodate children – mothers with children can be accommodated in a separate room; children’s items are available (prams, playpens, etc.).

3.2.INTERNAL REGULATIONS

  • All people accommodated agree to respect the internal regulations and sign a declaration to that effect upon their arrival.
  • The internal regulations of the centre/shelter are in line with the needs, gender and age of the people accommodated.
  • The rooms and order in the centre/shelter guarantee the ease, comfort and personal space of everyone accommodated; there is enough natural light; the rooms are well heated.
  • The visits of external people are organised in a way that does not infringe upon the confidentiality and comfort of the accommodated people. There is a special procedure for visits.
  • Hygiene is maintained at the centre/shelter with the active involvement of the people accommodated.

3.3.SAFETY AND SECURITY

  • For safety reasons, the address of the centre/shelter is not announced publicly.
  • The centre/shelter has a direct connection with the MoI authorities, it has agreed on a response procedure with the MoI territorial structures in case of risk or danger; it has a “panic button” at a security company and video surveillance or security guards on site.
  • An action plan is in place for high-risk situations (death, infectious diseases, fire, natural disasters, unauthorised entry from strangers, etc.) with which all employees are acquainted.
  • The centre/shelter does not collect or keep information about the perpetrators of the crime.
  • The declaration for observing the internal regulations includes an agreement of the people accommodated not to disclose the address of the centre/shelter. A procedure is in place to terminate one’s stay if the person has disclosed the address of the centre/shelter.
  • Visits of external people (specialists, experts, supervisors, representatives of institutions and organisations, representatives of donor organisations, etc.) are allowed only in the discretion of the staff.
  • For security reasons, the people accommodated meet with their friends and relatives only outside the centre/shelter.
  • No alcohol, drugs, weapons or other dangerous objects may be brought in.
  • The full name or other personal data of a person accommodated may not be disclosed to other people accommodated at the centre/shelter.
  • The people accommodated are allowed to make calls via a mobile phone or a land line only with the permission of the staff or the case lead in the official language of the country.
  • A procedure is in place for the use of mobile phones by people accommodated (e.g. phones are kept by the staff during the stay; a person may speak only in the presence of an employee of the centre/shelter, etc.).
  • Based on the risk assessment, rules for going out are set for each person accommodated. People may be free to go out, semi-free (when accompanied by someone or with certain restrictions regarding time or places) or not go out at all.
  • The people accommodated are not allowed to meet with journalists.
  • Upon accommodation, the victim signs a declaration for observing the internal regulations of the centre/shelter. It lists the rights and obligations of the people accommodated.

3.4.ACCOMMODATION AND PSYCHO-SOCIAL SUPPORT TO VICTIMS OF TRAFFICKING

In a centre/shelter for people in crisis situations, people may be accommodated at any time of day or night. In all other cases, accommodation takes places upon a preliminary request, with referral from the Social Assistance Directorate or the NCCTHB and upon presentation of all necessary documents.
  • Criteria are in place to refuse accommodation requests to people who may pose risk to the others (e.g. with infectious diseases, drug or alcohol addicts, people in psychiatric crises, etc.).
  • When a person is admitted, they are provided with a bed, clean sheets and, if necessary, items of first necessity. Conditions for accommodation of children are created.
  • Procedures are in place for emergency accommodation of victims of trafficking and for allocation of the work on the cases.
  • When there is information that a victim of trafficking is expected, the team organises how to meet and accommodate them in advance.
  • If possible, a preliminary personal contact is made with the victim to be accommodated (via telephone, e-mail or Skype).
  • Upon admission to the centre/shelter and when the victim is able to talk, an assessment interview is conducted. It includes an assessment of the current situation, an assessment of the risk and the needs of the victim (and children, if any), an assessment of the resources for coping. Based on the information received in the assessment interview and from other sources, a case assessment is made.
  • The case assessment ends with an agreement with the victim on a safety and support plan. The planned measures are written down and the victim signs to evidence voluntary participation.
  • At the first opportunity, the victim is informed about their rights as a victim of trafficking – right to use a reflection period and all other measures provided for in the CTHBA.
  • After the assessment interview, steps are taken to implement the safety and support plan and to provide other social services: Medical help, if necessary; Psychological counselling and psychotherapy in view of the person’s emotional state (see Measure 3.1.); Social support in view of the individual needs of the person (and any children accompanying them) (see Measures 2.1. and 3.1.) – all possible community-based forms of support according to the SSA and IRSSA; Legal advice; Support in finding a job (see Measure 3.1.); Others.
  • The centre/shelter has established a network of organisations and persons offering services to which people accommodated can be referred. There is a data base of institutions, programmes and services to which people accommodated can be referred. The data base is updated regularly. The programmes are offered for the duration of the accommodation period and, if possible and necessary, after the person. Services are provided in the official language of the country. If necessary, an interpreter is ensured. During the period of accommodation, all people accommodated are provided with food. It is in view of their health, age, ethnic and religious needs. Everyone accommodated has free access to their personal belongings. A procedure is in place to store money and valuables of people accommodated. A procedure is in place for the possession and taking of medicines. The centre/shelter offers leisure activities to the people accommodated – library, TV, access to the internet, etc. The situation of temporary dependence of a person accommodated may not be used as a means to convert them to certain religious or political beliefs. Clear procedures are in place for work in the following situations: If there is high risk for the life or health of the person who needs crisis intervention (suicide risk, in a situation of trafficking when the victim escaped and may be in danger, etc.); In cases of children; In cases of people with mental problems; In cases of alcohol or substance addicts. The centre /shelter has a procedure for conclusion and follow-up of cases. A procedure is in place for complaints from people accommodated

4.STORING INFORMATION

  • The centre/shelter must be registered in line with the Personal Data Protection Act.
  • A personal file is created for every person accommodated with the following information: social service contract; individual needs assessment; individual support and safety plan; personal data; interim and final case reports; documents related to the work on the case from other institutions – referrals, medical records, correspondence, etc.; notes related to the completion of the case; a declaration signed by the person regarding the observance of the internal regulations of the service.
  • The personal files of the clients are kept in such a way that they are accessible only to the staff of the social service.
  • Information about a client of the social service is provided only upon an official request from another institution.
  • The social service keeps a register of all people accommodated.
  • Information is kept for not less than 5 years.

IV. Psychological support and psychotherapy

1.DESCRIPTION OF THE SERVICE

The psychological support for victims of trafficking is a specialised service for therapy and rehabilitation (Article 15, paragraph 4 of the SSA) which complies with the respective standard of the Ordinance on Criteria and Standards of Social Services. The organisations providing the service hold a licence from the AQSS (Article 22, paragraph 3 of the SSA).

The psychological support for victims of trafficking is professional help aimed at coping with the consequences of the trauma of violence and the symptoms of the post-traumatic stress disorder. It is an important element of the process of re-integration and social adaptation of victims of trafficking.
In relation to trafficking in persons, psychological support may be used by:

  • Persons (adults and children) who are victims of trafficking;
  • Family members and relatives of victims of trafficking.

The psychological support includes:

CASE ASSESSMENT
A psychological assessment of the emotional needs and psychological problems of the client and their capacity for coping.

AGREEMENT FOR COUNSELLING/PSYCHOTHERAPEUTIC WORK
Agreement with the client about the areas of psychotherapeutic work, time and frequency of the sessions and duration of the support provided.

PSYCHOLOGICAL COUNSELLING
Short-term work to explore specific problems in the process of re-integration (problems in communication, adaptation, coping with certain life tasks, etc.); exploration of the client’s attitude toward the problem and improvement of their understanding of it; identification of appropriate strategies for coping and support in the process of their implementation.

SUPPORTING THERAPY
Long-term work to achieve awareness of and better control over the acting out of strong feelings and symptoms caused by the experienced violence.

PSYCHOTHERAPY
Long-term work to explore the consequences of the psychological trauma on the emotional life and relationships of the client; to improve the understanding of and control over the manifestations of different symptoms; to improve the capacity to recognise one’s feelings and experiences related to the trauma; to overcome personality conflicts; to improve one’s self-confidence and autonomy; to recognise and avoid future situations of abuse.

2.PRINCIPLES OF WORK

  • Informed consent
  • Voluntary participation of the victim
  • Emotional support
  • Safety and security
  • Confidentiality
  • Individual approach
  • Non-accusatory attitude
  • Mutual trust
  • Honesty
  • Respect for one’s dignity
  • Agreement
  • Respect for personal boundaries

3.ORGANISATION OF WORK

3.1.SESSIONS FOR PSYCHOLOGICAL SUPPORT

  • Psychological support is provided at a specialised centre which may also work in a set of services together with a centre for victims of trafficking.
  • Psychological support is provided only upon the request of the person in need.
    The access to the programme for psychological support is free and people in need can turn to it in person or through referral from an institution, municipality or another social service.
  • The procedures for access and the contact information of the programme are announced publicly.
  • The access to the service is based on an application of referral.
  • Psychological support is provided at a place which guarantees confidentiality and safety in a specially equipped room of the centre. The psychological sessions may not be interrupted by telephone calls, knocks on the door or another person coming in, etc.
  • After the initial assessment, the frequency of the sessions and the duration of work are agreed with the client. Depending on the client’s individual needs and their development, it is possible to renegotiate the timeframe in the process of work.
  • The duration of work is determined in view of the type of psychological support:
    • Psychological counselling is short-term and may last up to six months;
    • Support therapy may be short-term or medium-term up to one year;
    • Psychotherapy is long-term, up to three years.
  • No external persons are allowed during the psychological support sessions.
  • Clear procedures are in place for the work in the following situations:
    • In cases of high risk for the health and life of the person using psychological support (suicidal risk or risk of self-harm, etc.);
    • In cases of children;
    • In cases of people with mental problems;
    • In cases of people with addictions.

3.2.SUBSTANCE OF THE SPECIALISED PSYCHOLOGICAL SUPPORT TO VICTIMS OF TRAFFICKING

The main goal of the psychological support is the recovery after psychological trauma. Consultants do not treat trauma as an isolated occurrence but as an experience which organises and forms the identity and leads to a change in self-perception and relationships with others and determines a person’s life choices. The effects of trauma are visible in all aspects of the victim’s life. The effect of trauma is manifested in all areas of the victim’s life. Consultants accept and respect the strategies for coping which the person has built as a result of the violence they have been through. Consultants respect and support the person’s right to choose and control the recovery process. They create an atmosphere which corresponds to the victim’s needs for safety, respect and acceptance. They support the victim’s strengths and emphasise the victim’s abilities to adapt and cope sustainably with the symptoms of trauma. The purpose of psychological support is to minimize the risk of re-traumatisation. Consultants strive to understand every victim in the context of their life experience and background.

3.3.CONFIDENTIALITY

Psychological support is provided in line with strict rules for confidentiality. Psychotherapists are obliged to keep secret any information they receive from their clients in the course of work. Any information which can lead to identification of the client is kept separately and is not disclosed during discussions with colleagues or a supervisor. Any information which can lead to identification of the client may be shared with other people only with the consent of the client or their legal representative.

Exceptions may be made only in circumstances which threaten the life and health of the client or other people. In such cases, the information may be relayed only to people who can take adequate measures in the situation. Personal information about the client is also provided upon an official request from law enforcement authorities. In these cases, the information is limited to the facts related to the problem.

Information about the client in relation to the work for psychological support the purposes of referral to other specialists may be provided only with the client’s consent. Information for the purposes of publications, scientific research, participation in conferences, case presentations, etc. is provided only with the client’s consent.

4.STORING INFORMATION

  • The organisation providing the service is registered under the Personal Data Protection Act. Information about the psychological support is saved in every person’s personal file in line with the Code of Ethics of the Bulgarian Association for Psychotherapy and the requirements of the Personal Data Protection Act.
  • The information about the psychological support includes a social service contract, an individual needs assessment, an individual support plan, case assessment and case formulation, interim conclusions about the progress of therapy, a final conclusion, correspondence and contacts details of other services and people, notes on the case.
  • The personal files of clients are stored such a way as to be accessible only to programme staff. The persons receiving psychological support have the right to access the information kept in their personal file.
  • Information is kept for not less than 5 years.

V. Social work with victims of trafficking

1.DESCRIPTION OF THE SERVICE

Social support helps victims of trafficking and their family and relatives to cope with practical problems which arise in the process of re-integration by standing up for their rights and needs. It complies with the criteria and standard of a specialised social service of advocacy and intermediation (Article 15, item 2 of the SSA) in line with the Ordinance on Criteria and Standards of Social Services. The organisation which provides the service is licenced for it by the AQSS (Article 12, paragraph 3 of the SSA).

In relation to trafficking in human beings, social support may be used by:

  • Persons (adults and children) who are victims of trafficking;
  • Family members and relatives of victims of trafficking.

Social support includes the following forms of work:

CASE ASSESSMENT
An assessment of the client’s needs for social support and their resources for coping. Agreement on a social support plan.

SOCIAL COUNSELLING
Informing the client about the possibilities to meet their needs. Provision of information about the legislation, services and programmes providing support, the steps that need to be taken, the documents that need to be provided, etc. Information about the victim’s rights as per the CTHBA and other relevant pieces of legislation.

SOCIAL ADVOCACY
Accompanying the client and facilitating their communication with institutions; protection of the person’s rights and interests and support in overcoming bureaucratic or other difficulties.

REFERRAL
Referral and intermediation in communicating with services and organisations providing support.

HUMANITARIAN AID
Provision of material help (in the form of money, items or products) to meet the client’s most urgent needs.

CASE MANAGEMENT
Assessment and planning of the work on the case; preparation of the necessary documentation and correspondence for referral and cooperation; organisation of multidisciplinary meetings.

2.PRINCIPLES OF WORK

  • Emotional support
  • Confidentiality
  • Informed consent
  • Partnering in the preparation of a safety and support plan
  • Information about referral
  • Partnering in decision making
  • Empowerment
  • Follow-up

3.ORGANISATION OF WORK

  • Social support is provided by social workers who work in a team.
  • Each case has a case manager. The case manager is responsible for the overall organisation of the work on the case and the cooperation with other specialists and institutions.
  • Social support may be provided as:
    • Emergency social support accompanying crisis intervention, aimed at meeting the victim’s most urgent needs; the service is provided at any time of day or night;
    • Social support accompanying the process of re-integration and aimed at meeting the long-term needs; provided within regular office hours.
  • The programme has an updated data base of institutions, services and programmes to which the clients can be referred. It must be updated regularly.
  • There are clear procedures for work in the following situations:
    • In cases of high risk for the health and life of the person using social support (suicidal risk or risk of self-harm, etc.);
    • In cases of children;
    • In cases of people with mental problems;
    • In cases of people with addictions.
  • When the victim is a foreign citizen, translation is provided to a language the person understands.
  • The social workers work in close cooperation with the other experts involved in the support of the victim – psychologist, lawyer, doctor, representatives of CPA, SAD, etc.
  • A main principle of work is the organisation of multidisciplinary meetings related to the work on cases. Notes are kept during all meetings and the clients are informed about them and the results from them. The multidisciplinary meetings should be held, if possible, in the presence of the victim.
  • There is a procedure for provision of humanitarian aid. The victim signs a declaration for the material support received.
  • There is a procedure for referral of victims to other services and organisations as described in the NRM.

4.STORING INFORMATION

  • The organisation which provides the service is registered in line with the Personal Data Protection Act.
  • Information about the social support is kept in a person’s persona file. It is organised and filled out by the case manager. The information about social support includes: social service contract; individual needs assessment; individual support plan; interim and final reports on the work on the case; services, specialists and institutions contacted in relation to the case; copies of accompanying documents; minutes of working meetings.
  • Information is kept for not less than 5 years.

VІ. DEVELOPMENT OF SKILLS FOR SOCIAL AND LABOUR INTEGRATION

1.DESCRIPTION OF THE SERVICE

The development of skills for social and labour integration, or the so called empowerment, aims to improve the skills to find one’s place in the social environment and to develop skills for the labour market. It is a specialised training service to acquire skills (Article 15, item 5 of the SSA) and complies with the respective standard of the Ordinance on Criteria and Standards of Social Services. The organisation providing the service is licenced for it by AQSS (Article 12, paragraph 3 of the SSA).

Empowerment is an important part of the long-term re-integration of victims because it stimulates the activity, initiative and adequate assessment of their own strengths to seek better realisation in life and at work.

In relation to trafficking in human beings, empowerment programmes may be used by:

  • People who were victims of trafficking;
  • People at risk of becoming victims of trafficking.

Empowerment includes the following forms of work:

NEEDS ASSESSMENT
An assessment of the needs of training for finding a job, provision of basic training, continuation of education and referral to qualification and re-qualification courses.

INDIVIDUAL CONSULTATIONS
Individual support in the process of seeking a job and social re-integration aimed at creation of skills to communicate without violence and abuse; development of basic knowledge about the constitution and functioning of society, its institutions and laws; skills for good self-presentation; skills for budget management; skills for protecting one’s personal secret about the experiences in trafficking; skills for job seeking; orientation in the situation in the labour market; development of a realistic strategy for finding a job in accordance with one’s own qualities and capabilities.

REFERRAL
Referral to the Employment Offices, qualification and re-qualification programmes, programmes to continue one’s education, etc.

2.PRINCIPLES OF WORK

  • Emotional support
  • Confidentiality
  • Informed consent
  • Provision of information
  • Development of autonomous behaviour

3.ORGANISATION OF WORK

  • The programme has:
    • A room for counselling;
    • A computer with an internet connection and work space where it can be used;
    • Subscription or other access to newspapers with job advertisements.
  • The empowerment programme combines consultations and the individual work of the client on goals and steps for their achievement agreed with the consultant.
  • The work with each client continues until the original request has been achieved (usually this means until permanent employment).
  • The consultants of the empowerment programme monitor the labour market and create a data base of existing labour intermediaries and information about job vacancies. The frequency and responsibilities for the monitoring are determined by the programme coordinator.
  • The consultants have up-to-date specialised information and literature about labour rights and the possibilities for their protection.
  • The programme has contacts with labour intermediaries, professional-information centres, etc. with the aim of providing appropriate referral of clients. If necessary, the clients are accompanied to the respective organisations.

4.STORING INFORMATION

  • The organisation providing the service is registered in line with the Personal Data Protection Act.
  • Information about the social support is kept in one’s personal file. Every new programme client is registered in a form (electronic and paper-based). The form contains the following information: client’s name and age; consultant’s name; start date of consultations; degree and type of education of the person; existing skills; training attended; areas in which to seek work; goals agreed; information about referrals; results achieved. The forms are appended to the client’s personal file.
Indicators of vulnerability to human trafficking
Indicators of human trafficking
Where can I find help?
Criteria and standards for provision of social services to victims of trafficking
Leading principles of work with victims of trafficking in human beings