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One-Stop-Shop for Migrants: Coherent Integration Policies and Support Services in Portugal

Learn about Portugal's integrated approach to immigrant integration, including the High Commission for Migration and the National Support Centre for the Integration of Migrants (CNAIM).

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One-Stop-Shop for Migrants: Coherent Integration Policies and Support Services in Portugal

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  1. One-Stop-Shop for Migrants A whole-of-government multi-level integration approach Tallinn, November 2017

  2. Recognising the importance of having a coherent integration policy for immigrants, Portugal created in 1996 a state cabinet with the main mission of promoting the integration of immigrants and intercultural dialogue, that in 2007 became a public institute with the official name: High Commission for Immigration and Intercultural Dialogue (ACIDI) In March 2014, ACIDI became ACM – HIGH COMMISSION FOR MIGRATION maintaining all the previous competences, with further responsibilities in the issues of emigration.

  3. ACM - HIGH COMMISSION FOR MIGRATIONMISSION The High Commission for Migration is a Public Institution, and has the mission of: • Collaborating on determining, executing and assessing the public, transversal and sectorial policies concerning migrations that are relevant for the integration of migrants in the national, international and Portuguese-speaking contexts, for the integration of the migrants and ethnic groups – in particular, the Roma communities – and for managing and valuing diversity between cultures, ethnics and religions.

  4. Portugal as a hostsociety to migrants: 388.731 citizens with a valid Residence Permit 2015 Imigration Reports, by SEF - Immigration and Borders Service

  5. Difficulties on the integration of immigrants in the transition to the XXI century, in Portugal: - the range of institutions involved in the integration process; - the lack of coordination between Government services and their dispersed locations; - the diversity of procedures; - the complex bureaucracy; - the communication difficulties because of the cultural and linguistic diversity; - the difficulties of immigrants in participating in decision-making of integration policy. Portugal as a host society for immigrants

  6. National Support Centre for the Integration of Migrants (CNAIM) - Created in 2004 in Lisbon and OPorto (and in 2009 in Faro) by the High Commission for Migration (ACM); - CNAIM gather and promote cooperation, in the same place and with an identical operating philosophy, among the several Services related to immigration, following the One-Stop-Shop Model. Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  7. Main goals of CNAIM • Give a integrated answer to migrants, allowed by the fact that they can find, in the same place, different public institutions and cabinets of support created with the goal of solving, in the very same visit, several questions related to their integration in Portugal. • Investment in a real partnershipandcooperationbetweentherepresentedservicesandoffices, which can share relevantinformationsandthesameinformaticsystem. • Be a dynamicservice, adaptingtheanswers to themigrants’ needs. Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  8. CNAIM – Intercultural Mediators In thesupportofficesoftheNational Support Centre for the Integration of Migrants, the services are mostlyassured by InterculturalMediators, whichspeak the same language, know the different cultures and, often times, lived identical migratory experiences to those who seek their help. Currently the mediators ensure services in 14 languages and different dialects. Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  9. Support Offices provided by the High Comission for Migration GAT – Welcome and Screening Office; Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  10. Support Offices provided by the High Comission for Migration GAJ – Legal Support Office; Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  11. Support Offices provided by the High Comission for Migration GASI –Social Support Office; Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  12. Support Offices provided by the High Comission for Migration GAIPESQ – Employment, Higher Education and Qualification Support Office; Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  13. Support Offices provided by the High Comission for Migration GAH – Housing Support Office; GAIC – Immigrant Consumer Support Office; GAIS - Over-indebted Immigrant Support Office; Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  14. Support Offices provided by the High Comission for Migration GARF – Family Reunification Support Office; GAEM - Migrant Entrepreneur Support Office; GAR – Voter Registration Support Office. Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  15. Ministries present in CNAIM • MAI - Ministry of Internal Affairs: Immigration and Borders Services; • MTSSS - Ministry of Labor, Solidarity and Social Security: • Authority for Working Conditions Office; • Social Security Office. • MNE - Ministry of Education: Education Office; • MS - Ministry of Health: Health Office; • MJ - Ministry of Justice: Central Registry Office; • AMA - Agency for Administrative Modernization. Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

  16. OtherSupportServices • Play room for children; • Pre-Sorting Service; • Documentation Centre.

  17. CNAIM (In numbers) • In 2017, until October, there have been 237.855 cases in the CNAIM services; • From March 2004 until December 2016 there have been more than de 4 Million cases (4.115.757); • CNAIM (Lisbon, OPorto and Faro) have a daily average of 1100 visits;

  18. Added value for migrant citizens IntegrationofServices: ResolutionofproblemsthatinvolvevariousGovernment agencies andfacilitationofaccess to variousinstitutions; Response to a largenumberofquestions:Legislation; Health; Education; Nationality; Employment; FamilyReunification; Social Support…; Personalisedservice: Cultural andlinguisticproximity; Deepknowledgeofthesubject.

  19. Benefits of the CNAIM for Government Agencies Interactionamong agencies allows for a fasterresolutionof processes; Optimisationofthe processes and mutual supportamong agencies; Circulationofinformationamong agencies isfacilitated – IncreasedSecurity; Sharingofworriesandthecreationof more efficient processes; - Commonworkingatmosphere.

  20. MigrantSupportLine The main objective of the Migrant Support Line is to respond immediately to the most frequently asked questions by migrants, providing all the information available in the area of ​​migration by telephone and forwarding calls to the relevant departments, whenever they do not fall within the competence of the ACM, IP. The Migrant Support Line is currently available in 9 different languages, from Monday to Friday, between 9:00 am and 7:00 pm (Lisbon time) .

  21. TelephoneTranslationService • The Telephone Translation Service sets a telephone conference between the manager of the service institution, a translator and the migrant. • The service is available free of charge (the customer only pays for the phone call) every working day between 9:00am and 7:00pm (Lisbon time).

  22. Outreach teams • Specialised and multidisciplinary teams created in 2004, that travel to the most varied locations to provide information on issues related to the topic of immigration; • Fill information gaps between immigrant communities and the public services; • Provide informations and forward immigrants to the right service; • Bring information to the largest number of immigrant citizens; • Institutions that request the outreach teams’ services: NGO’s, Immigrant Associations, City Halls, Schools.

  23. Rede CLAIM (Local Support Centres for the Integration of Migrants) • The intensification and dispersion of immigrants raised new challenges regarding local responses and involved local authorities, immigrant and non-governmental organisationsfrom all over the country; • Recognizing the dispersion of immigrant communities throughout the Portuguese territory and the interest of local institutions in the development of responses for these communities, 61 Local Support Centresfor the Integration of Migrants, distributed from north to south of the country and islands, were created to promote a decentralized integration of proximity, resulting from partnerships established between ACM and 56 Municipalities and 4 civil society entities, in close articulation with CNAIMs.

  24. Vídeo Cliente 4 Milhões https://www.youtube.com/watch?v=OaW_bDKwj4k&t=1s

  25. Thankyou for yourattention isabel.braz@acm.gov.pt www.acm.gov.ptwww.facebook.com/ACMigracoes

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