Hotline services for Refugees in Bulgaria

From August to November 2025, FAR’s hotline continued to serve as a reliable point of contact for refugees, migrants, and people in vulnerable situations. Every day, we handled dozens of calls and messages via phone, Telegram, Viber, WhatsApp, and other channels, ensuring timely and accessible support for those in need.

New Challenges and Emerging Needs

During this period, inquiries increased in areas such as document renewals, access to healthcare services, complex family situations, legal questions, and the search for long-term accommodation. FAR frequently facilitated communication between various institutions — the Social Assistance Agency, police departments, hospitals, municipalities, and schools — to help individuals reach practical and effective solutions.

More Frequent Inquiries from Ukrainian Pensioners About Documents and Verification

We observed a notable rise in calls from Ukrainian women of pension age who required assistance with obtaining or preparing documents from Ukraine — particularly for submitting verification requests to the Ukrainian Pension Fun-d. Many encountered difficulties navigating online systems or lacked relatives who could help remotely. The hotline provided guidance on the necessary procedures, support with document preparation, and help with the technical steps involved in submitting applications.

Support for Education: Stability for Children and Families

At the start of the school year, we received a significant number of inquiries concerning school enrollment, document translation, transition to online education, and access to kindergartens. The team worked closely with Regional Education Authorities and school specialists to ensure continuity in children’s education.

A Path to Stability: Employment Support

An increasing number of people contacted us with questions related to finding employment. FAR provided:

• individual consultations and career orientation;
• support with preparing CVs and motivation letters;
• assistance in searching for suitable job opportunities;
• interview preparation and information about labor rights;
• referrals to training and qualification programs.

Employment became a key factor in achieving successful adaptation and economic independence.

Support for Individual and Crisis Cases

There was also an increase in reports related to domestic violence, health difficulties, and the need for psychological support. In such cases, FAR ensured immediate referrals to crisis centers, medical services, and mental health professionals.

A Step Toward Confidence and Security

Throughout the period, the hotline remained a place where people could find information, support, and practical solutions in moments of uncertainty. Our mission is to reduce insecurity, strengthen autonomy, and help individuals adapt to a more stable and dignified life in Bulgaria.

Between April and July 2025, FAR’s hotline remained a vital source of assistance and information for refugees from Ukraine, migrants, and people in vulnerable situations. In addition to phone calls, people reached out to us through all major messaging channels – Telegram, Viber, WhatsApp, and others – which allowed us to connect with even more individuals, regardless of where they were located or how they preferred to communicate.

This period coincided with the transition to a new humanitarian program for refugees from Ukraine. Many inquiries were related to the conditions for moving from temporary protection to other statuses, as well as support in preparing documents. We also received a significant number of calls from people who were left outside the scope of the program and needed assistance. The most frequent requests included:

• Support in communication between the Social Assistance Agency (SAA), hotel operators, and the National Operational Headquarters (NOH) to secure accommodation and services;

• Help and consultations in preparing documents for various administrative procedures;

• Guidance and assistance in choosing a general practitioner;

• Support for issuing Ukrainian birth certificates, criminal record certificates, and death certificates;

• Consultations on applying to higher education institutions in Bulgaria;

• Assistance in interactions with the Regional Education Authorities (REA) for enrolling schoolchildren;

• Other individual cases related to access to services and adaptation in Bulgaria.

Through the hotline, we always direct callers and those who write to us towards the most appropriate solutions – whether to lawyers from our team, specialized partner organizations, or institutions that can provide assistance. We also often refer people to FAR’s online “Request Help” form on our website, in order to make submitting requests and tracking cases easier. Every message or call is an opportunity for us to lend a helping hand, reduce uncertainty, and build a path towards a calmer and more secure life.

A Path to Self-Reliance – Support in Finding Work

In recent months, we have continued to expand the activities of the hotline, offering not only information and legal assistance but also concrete steps toward economic independence. We believe that refugees and asylum seekers have valuable skills, knowledge, and experience that can benefit both society and the labor market in Bulgaria. Today, more and more people who reach out to us receive support in job searching. Our colleagues assist with job searches, CV preparation, interview practice, and orientation within the Bulgarian work environment. In this way, we support not only the process of finding employment but also a smoother adaptation to a new way of life.

Employment provides an opportunity for financial stability, independence, and active participation in social life. When refugees start working, they not only secure their livelihood but also contribute to the development of local communities – with their work, ideas, and commitment. FAR’s hotline is the first step on this path toward a safer and more dignified life.