Hotline services for Refugees 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.

The Heart of Support: The Hotline from December 2024 to March 2025

In the difficult months of winter and uncertainty, the Hotline was more than just a phone number. It was the voice that said, “You are not alone.” It was the hand extended through the airwaves, holding on so the person on the other end wouldn’t lose hope.

From December 2024 to March 2025, we heard more than 700 human stories. Not just calls. Stories of pain, confusion, and anxiety. But also stories of strength, resilience, and faith. And we – the team behind the receiver – had the honor of standing by these people in their hardest moments.

“I can’t find an address to renew my temporary protection. What should I do?”
“How can I get a Blue Card? Will I be able to stay and work here?”
“They closed my bank account, and all my money is in there.”
“My mother passed away, and there’s no one to handle the paperwork. I’m here, alone.”
“I want to be with my husband. He’s in Ukraine. I’m here with our child.”

These voices changed us. Each story leaves a mark. Among the most common issues we helped with were:

• Protection and registration

• Visas and Blue Cards

• Banks and pensions

• Family reunification and documents for the deceased

• Ukrainian seafarers left without shelter

• Education and citizenship

• New beginnings through work, business, home, or marriage

We stood by people when their accounts were closed without explanation. When they had to choose between traveling back to their homeland and losing their protection. When they stood at counters, and the officials said: “We don’t know what to tell you.”

We knew. We knew we had to listen. To interpret. To explain. To call on their behalf. To ask one more time. To be their voice when they no longer had the strength to speak.

The Hotline was and will remain more than a service. It is a bridge – between people, between fates, between hope and reality.