Yorisoi Hotline and Social Inclusion Support Center (SISC)

Type of practice: Assistance and resource centres

Country: Japan

Name of Stakeholder: Government of Japan, civil society organizations

Type of Stakeholder Implementing the Practice: Host State, Civil Society

Type of crisis: Natural Disaster

Crisis phase: Crisis Preparedness, Emergency Response

Description

After the “Great East Japan Earthquake,” a 24-hour, 365-day telephone consultation service was established to serve people affected by the tragedy. The service was known as “Yorisoi Hotline,” the word “yorisoi” means being close together. Yorisoi Hotline evolved into the “One-Stop Consultation Support Project for Social Inclusion” with the establishment of the Social Inclusion Support Center (SISC) in October 2011 under the initiative of several Mayors and former Mayors in Tohoku. SISC initially provided consultation service under Yorisoi Hotline using a single telephone line serving three prefectures of Tohoku. With financial support from the national government, Yorisoi Hotline became a nationwide hotline in March 2012 and acquired more telephone lines for its expanded service. SISC provides multidimensional support services to people in Tohoku who have difficulty getting help, and to people anywhere in the country who suffer social exclusion, including foreign migrants. The services consist of the telephone consultation and direct personal support in emergency cases. SISC operates with the support of networks of organizations providing services to specific groups of people. SISC’s work on the three prefectures (Fukushima, Iwate and Miyagi) focused on:

• Clarifying the situations and needs of non-Japanese residents;
• Preparing a list of resources necessary to support them;
• Developing support manuals for them.

Guidelines/Thematic Areas

Information on crisis

GUIDELINE 1: Track information on conflicts and natural disasters, and potential impact on migrants

To protect migrants, States, private sector actors, international organizations, and civil society need to understand risks and exposure to crises in regions, countries, and localities. They also need to understand the ways in which crises can affect people, including migrants, and their assets. The period before the onset of a full-scale conflict or natural disaster is a critical time to undertake efforts to protect and assist people, including migrants, and to secure essential resources and infrastructure.

Not all conflicts and natural disasters are entirely unpredictable. Conflicts may be preceded by various signs, including protests, xenophobic violence, and civil unrest. Local actors, close to the source of an impending conflict, and with the experience to interpret signs and events, may often possess the most timely and accurate information. They can be an important source of knowledge for others.

Understanding regional, national, and local natural disaster risks and overlaying this information with information on the location and characteristics of migrants can inform preparation and response efforts. As in conflict situations, local sources of knowledge may also be important. While many natural disasters occur with great immediacy, different regions, countries, and localities are prone to specific types of natural disasters. Those related to weather events often occur with some forewarning. Some are cyclical and recurrent and the warning signs will be familiar to those who have experienced them before. A number of early warning systems exist to forecast and monitor natural disasters and alert stakeholders and communities of impending crises.

Sample Practices

• Early warning systems for natural disasters adapted and tested to reach migrants in multiple languages.
• Assessments to understand the potential effects of natural disasters on migrant communities and their assets.
• Inclusion of migrant characteristics in disaster vulnerability assessments by analyzing how factors, such as immigration status, language proficiency, or gender reduce access to information, resources, or protection.
• Community-based risk assessments that engage migrants in the identification of natural disasters, vulnerability, and capacities. Inclusion of migrants’ presence and vulnerability in early warning and early action mechanisms.
• Structures to share information on developing civil unrest or conflict.

Empowering migrants

GUIDELINE 3: Empower migrants to help themselves, their families, and communities during and in the aftermath of crises

In order to help themselves and others and to enjoy their rights, migrants need access to identity documents, basic public services, and financial and other resources. Migrants’ ability to help themselves and enjoy their rights can be undermined by factors related to their entry and stay, means of arrival, connections to local populations, and conditions in the host State, including in workplaces. These factors can in turn undermine emergency response and recovery efforts.

States, private sector actors, international organizations, and civil society can promote migrants’ resilience and empower migrants to help themselves during and after a crisis by addressing underlying conditions of vulnerability. Respecting, protecting, and fulfilling migrants' human and labor rights in ordinary times advance these goals as do efforts to ensure migrants are able to access information, basic services, and administrative, judicial, and other redress mechanisms.

Legal, policy, and operational factors that constrain protection should be addressed. Examples of obstacles include laws, policies, and practical barriers that arbitrarily restrict the movement of migrants, enable arbitrary detention, discriminate between migrants and citizens in the provision of humanitarian assistance, or permit exploitative employment or recruitment practices.

In times of crisis, fear of immigration enforcement can inhibit migrants, particularly those in an irregular immigration status, from accessing necessary help. In this context, it is important to separate immigration enforcement actions from those that promote migrants’ access to services, humanitarian assistance, identity documents, and movement.

Stakeholders can provide migrants—prior to departure from the State of origin, upon arrival in the host State, and during their stay in the host State—with pertinent information related to country-specific conflict or natural disaster hotspots, rights and potential rights violations or abuses, ways to access timely, credible, and regular information, emergency contact points, and what to do and where to go in the event of a crisis. Building migrants’ skills to communicate in the host-State language and increasing migrants’ financial literacy may prompt migrants to invest in savings, take out micro-insurance, and better prepare for navigating unforeseen circumstances.

Sample Practices

• Pre-departure and post-arrival training for migrants that includes crisis-related information.
• Positive communication about migrants, including through migrant role models and campaigns to promote tolerance, non-discrimination, inclusiveness, and respect.
• Financial products, including micro-insurance, savings accounts, and fast-cash loans that target migrants’ needs, including low-income migrants.
• Measures that respect, protect, and fulfill migrants’ human and labor rights, including addressing barriers that inhibit migrants’ ability to enjoy their rights. Identity cards for migrants in an irregular immigration status to promote their access to services.
• Ethical recruitment processes and accreditation, and integrity certification schemes. Community-based alternatives to detention for migrants.

Communication before a crisis

GUIDELINE 6: Communicate effectively with migrants

Migrants need to understand potential risks associated with a crisis, where and how to obtain assistance, and how to inform stakeholders of their needs. Stakeholders should find appropriate channels to communicate with migrants and to identify their needs and capacities. To do so effectively, States, private sector actors, international organizations, and civil society should address language, cultural, and other barriers. The effects of crises, such as power failures, loss of internet and satellite communication systems, and even the deliberate spread of misinformation (for instance, by people smugglers) may disrupt or constrain communication with migrants.

Communication efforts should also take into account the diversity among migrants present in host States. Diverse, multiple, formal, and informal methods of communication can help overcome barriers to effective communication with migrants. Women migrants are a large majority of domestic workers worldwide. Due to the isolated nature of this work, women in domestic work are extremely vulnerable to abuse and exploitation, including physical and sexual abuse, forced labor, and confinement. In times of crisis, this vulnerability is exacerbated and they can be hard to reach via traditional communication channels. Fear of being detected, detained, or deported may inhibit migrants in an irregular immigration situation from accessing available communication channels. Migrant children can become unaccompanied or separated. They absorb information and communicate their needs in different ways than adults. Elderly migrants sometimes lack host-language capabilities. Migrants with disabilities may need braille, audio cues, and other disability-sensitive interventions. In the chaos that can ensue during crises, migrants in detention may be overlooked. Efforts to communicate with migrants should be sensitive to the predicaments of migrants in different circumstances.

Communication channels can take advantage of social media, places of worship, and migrants’ connections with their families and communities in their States of origin. Enlisting and involving migrants and faith-based and other civil society in establishing communication methods, and promoting their ability to communicate with each other, can facilitate communication with migrants, including hard-to-reach and hard-to-engage populations. Health or outreach workers who are already present in the community may be able to communicate in the languages migrants speak and understand different cultures in the community. Engaging and training them may be an effective method to deliver information to migrant communities.

Sample Practices

• Multiple traditional and innovative communication channels to reach diverse migrant populations and minimize the effects of possible communication disruptions.
• Multiple mediums for communication in the languages migrants speak, at diverse literacy levels, to accommodate ways in which people absorb information, including accessible formats for persons with disabilities.
• Mobile applications and social media as a cost-effective, user-friendly, and widely accessible mechanism to provide crisis-related information.
• Helplines, hotlines, and call centers as an accessible and low-tech means through which one-way or two-way communication with migrants can be facilitated.
• Communication by civil society, especially migrant networks, diaspora, and faith-based actors with migrants in an irregular immigration status and others who may be hard to access.

Communication during a crisis

GUIDELINE 9: Communicate widely, effectively, and often with migrants on evolving crises and how to access help

Multiple formal and informal communication systems should be activated once a conflict or natural disaster erupts. Migrants should receive information on the evolving nature of a crisis and on ways to access assistance. In addition, those affected by conflicts or natural disasters often have clear ideas about how to improve their safety and security in an emergency. They are an important source of information about risks, local needs, and gaps in protection.

Stakeholders can communicate information to and receive information from migrants and other stakeholders. Repeat messaging, using multiple channels, and different mediums (infographics, audio, and print) can help expand coverage. This is particularly important to reach migrants in an irregular immigration status, those working in isolated and remote conditions, and those who lack access to social and other networks. Communicating and engaging with a diverse representation of migrants, including with marginalized groups, improves needs assessment.

All stakeholders also benefit from timely information as crises evolve and new issues arise. In conflicts, for example, fighting may break out in new geographic areas and affect different migrant populations. In natural disasters, such as earthquakes, aftershocks may cause new damage. It is important to continue to assess these shifting patterns and adapt responses to changing needs.

Different stakeholders are often privy to unique information. Sharing information and knowledge on the evolution of crises and on available assistance can support efforts by all stakeholders to protect migrants and can mitigate confusion that might otherwise arise. For example, some States may obtain information on particular aspects of conflicts or natural disasters helpful to informing actions by other stakeholders, including humanitarian actors. Stakeholders may find value in developing consistent messaging on risks and status updates during crises.

Sample Practices

• Regular crisis updates and information on where and how to access assistance through multiple communication channels in relevant languages.
• 24-hour call centers with linguistically diverse and trained staff offering information and services.
• Dedicated outreach through volunteers and grass-roots actors to disseminate information on risks, logistics, and assistance to those in an irregular immigration status or working in isolated conditions.
• Migrant support centers to disseminate information to migrants.
• Migrants as a source of information on local conditions, on sources of assistance, and challenges.
• Briefings and situation updates by host State authorities.