TABLE OF CONTENTS

LETTER FROM THE DIRECTOR ................................................................................................................... 2

A HISTORY OF CARING ........................................................................................................................... 3

MISSION, VISION, AND VALUES .............................................................................................................. 4

BIBLICAL PRINCIPLES FOR REFUGEE MINISTRY ...................................................................................... 5

EQUIPPING YOURSELF FOR SERVICE ..................................................................................................... 6

WHAT DOES WORLD RELIEF EXPECT OF VOLUNTEERS? ...................................................................... 7

JOURNEY TO FREEDOM ........................................................................................................................... 8

OUR ROLE IN THE REFUGEE RESETTLEMENT PROCESS .......................................................................... 9

THE STRESSFUL STAGES OF FLIGHT ........................................................................................................ 12

FACTORS AFFECTING REFUGEE ADJUSTMENT .................................................................................... 13

WHAT IS CULTURE? ................................................................................................................................. 14

CULTURAL DIFFERENCES........................................................................................................................ 15

COMPARISON OF CULTURES ................................................................................................................ 16

CULTURE SHOCK AND COMFORT ZONES ........................................................................................... 18

FOUR STAGES OF ADJUSTMENT ............................................................................................................ 20

THE CULTURAL ADJUSTMENT MAP ....................................................................................................... 21

SUICIDE PREVENTION ............................................................................................................................. 22

KEY ATTITUDES FOR COMMUNICATING ACROSS CULTURES ............................................................ 24

VOLUNTEER ROLES ................................................................................................................................. 25

MEETING YOUR REFUGEE FRIEND ........................................................................................................ 26

CONVERSATION STARTERS .................................................................................................................... 27

SUGGESTED ACTIVITIES .......................................................................................................................... 28

DOING VS TEACHING ........................................................................................................................... 29

ADDITIONAL RESOURCES ...................................................................................................................... 30

IMPORTANT DOCUMENTS FOR REFUGEES .......................................................................................... 31

OVERVIEW OF PUBLIC ASSISTANCE ..................................................................................................... 32

MATCH GRANT ....................................................................................................................................... 33

EMPLOYMENT ......................................................................................................................................... 34

PAYING BILLS & BANKING ..................................................................................................................... 35

TRANSPORTATION .................................................................................................................................. 36

GETTING A CAR ..................................................................................................................................... 37

FREQUENTLY ASKED QUESTIONS .......................................................................................................... 38

CONFIDENTIALITY ................................................................................................................................... 40

CROSS-CULTURAL RESOURCES ............................................................. Error! Bookmark not defined.

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LETTER FROM THE DIRECTOR

Welcome to our World Relief Family. With excitement we look forward to our relationship

together and the wonderful, growing experiences that your volunteer match will bring.

World Relief is a service agency; not only to refugees, but also to those volunteers and

churches that minister to refugees. Our goal is to equip you and support you. So please,

without hesitation, call upon us as often as needed. You can speak with your refugee’s case

manager about any specific issues, with your volunteer coordinator about any general

concerns, and with any of our staff who may be of help to you.

Again, we are excited to usher you into a rewarding ministry. We thank you for your

willingness to serve refugees and pray for your match to be filled with God’s works and

wonders. Welcome to our family.

Sincerely,

Joshua Sieweke

Office Director, Atlanta

655 Village Square Dr.

Stone Mountain, GA 30083

P 404.294.4352

F 404.294.6011

www.world relief.org

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A HISTORY OF CARING

In 1944, evangelical churches in the United States organized a nationwide food and clothing drive for

refugees in war-torn Europe. After World War II, these churches formed World Relief and expanded

their ministry among Christians on the front lines of suffering by providing lifesaving care through an

efficient and compassionate network of caring: God’s church.

Because this common-sense approach proved to be so efficient, World Relief extended its relief

efforts; first in Korea and then in Vietnam. By 1965, World Relief had developed additional programs in

education, agricultural training, childcare, medical services and refugee assistance. All were

operated on a local basis, working through World Relief’s unique network of local churches and

concerned individuals.

World Relief’s special concern for refugees continued to grow. In 1979, the U.S. Department of State

recognized World Relief as the only evangelical agency authorized to resettle refugees in the United

States. Since then, this ministry has touched the lives of more than 220,000 refugees.

A refugee is any person who has been forced to leave his or her country because of persecution or

fear of persecution on account of race, religion, nationality, political group or membership in a

particular social group. Today, there are an estimated 15.2 million refugees in the world. The U.S.

Government permits approximately 80,000-85,000 of these refugees to resettle in the United States

each year. In February of 2012, the total number of refugees resettled in the United States was over

three million.

YOUR HANDBOOK

Churches and Volunteers are vital to the work of World Relief. This handbook is designed to be a tool

for you, providing information you may find helpful as you befriend refugee families. Communication

is extremely important as we serve together; and this guide will help you understand many of World

Relief’s programs, policies and philosophies. It is our hope that this handbook will give you the

resources you need as you seek to make a difference in the lives of refugees.

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Mission

To empower the local Church to serve the most vulnerable in our society

Vision

In community with the local Church, World Relief envisions the most vulnerable people transformed

economically, socially, and spiritually.

Values

1. The Example of Jesus: as we serve those who are suffering from poverty and injustice,

regardless of color, belief, or gender, as part of God’s plan to redeem, reconcile, and restore

the world. We seek to follow Jesus by living holy, humble, and honest lives individually and

corporately.

2. The Local Church as a primary agent of bringing peace, justice, and love to a broken world.

The integrated “word” and “deed” dimensions of God’s mandate, as evidenced through the

church’s integral, or transformational, mission are necessary to bringing reconciliation and

restoration to God, others, and the environment.

3. People whether staff, volunteers, clients, beneficiaries, donors, and or partners, as important

actors in bringing peace, love, and justice. We recognize and affirm World Relief as a

multicultural organization and seek to understand and respect the multiplicity of cultures

among us. As we seek change in the world, we recognize that we, too, are changed, by

those we serve.

4. Excellence/Continuous Improvement in all our program initiatives and support services,

following best practices and standards in a manner that is sustainable to the community from

a spiritual, social, and economic perspective. We also seek to apply our human and financial

resources in such ways that maximize impact and sustain benefits to the greatest number of

people.

5. Empowerment by prioritizing the leadership and participation of those we serve, whether

people, churches, or local institutions, as critical to creating and sustaining change. We seek

to catalyze a movement of worldwide volunteers to multiply impact, and we value capacity-

building as a means towards that end.

6. Partnership by seeking, facilitating, and promoting collaboration among all stakeholders,

including local governments, the worldwide church, mission agencies, other NGO’s, and the

business community, recognizing partnership as essential to serving the most vulnerable. We

believe each expression of the worldwide Church has a unique and interdependent role in

bringing peace and justice to the world.

7. Prayer as the priority and foundation to accomplishing our mission.

MISSION, VISION, AND VALUES

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The Old Testament is filled with God’s commands for justice and compassion on behalf of the

strangers, the poor, the aliens, and the sojourners in Israel’s midst. The New Testament; particularly

Jesus’ teachings, creates the context for this service. The motivation for serving refugees is found in

Jesus’ parable in Matthew 25: When we serve refugees we are ultimately serving the Lord. The four

principles below are derived from Biblical texts concerning the poor; of which refugees are often the most vulnerable without a country, home, resources, no social network, and often without hope.

1. GOD LOVES, PROTECTS, AND PROVIDES FOR REFUGEES He “watches over the alien.” (Ps. 146:9)

He provides “refuge for the oppressed,” a “shelter from the storm, and shade from the heat.” (Ps. 9:9; Is.

25:4)

He “defends the cause of the fatherless and the widow, and loves the alien, giving him food and

clothing.” (Deut. 10:18)

2. GOD ENCOURAGES COMPASSIONATE GIVING TO REFUGEES “Love him [the alien] as yourself.”(Lev. 19:34; Deut. 10:16-19)

Share your food, clothing, and shelter with them. (Is. 58:6-11; Mt. 25:31-46)

Set aside part of your harvest/income to help them. (Lev. 19, 23; Deut. 14, 24,

26)

3. GOD CALLS FOR JUSTICE IN REFUGEE RESETTLEMENT

Rescue and “do not betray the refugee” to persecuting nations. (Is. 16:3)

Treat refugees fairly and stand up for them when others mistreat them.

(Ps.82:4; Ex. 22:21; Lev. 19:33; Zech. 7:9-10)

Treat the alien “as one of your native-born” and “have the same law[s]”

towards them. (Lev. 19:34, 24:22; Num. 15:16)

4. GOD BLESSES THOSE WHO TAKE CARE OF REFUGEES He blesses them and the “work of their hands.” (Deut. 24:19-21)

He protects and strengthens them. (Is. 58:6-11; Ps. 41:1-3)

He satisfies their needs. (Prov. 28:27; Is. 58:6-11)

Whoever “is kind to the needy honors God.” (Prov. 14:31)

“Then the King will say to those on the right, ‘Come you who are blessed by my Father; take your

inheritance, the kingdom prepared for you since the creation of the world. For I was hungry and you

gave me something to eat, I was thirsty and you gave me something to drink, I was a stranger and

you invited me in, I needed clothes and you clothed me, I was sick and you looked after me, I was in

prison and you came to visit me… whatever you did for one of the least of these brothers of mine, you

did for me.’” -Matthew 25:34-36, 40

BIBLICAL PRINCIPLES FOR REFUGEE MINISTRY

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EQUIPPING YOURSELF FOR SERVICE

Before the refugee family you will be working with arrives, it is important to ask God to equip your

church with volunteers and resources. It is also important to task God to equip you! You have chosen

to be a Good Samaritan who will care for strangers in your land. This is a serious endeavor through

which God will touch you, and at times, stretch you. World Relief supports you in the body of Christ.

We pray along with you that God will prepare you to:

Be an example of God’s love for the refugee family.

Serve in unity with your team. “For as the body is one and has many members…that there should be no schism in the body,

but that the members should have the same care for one another.”

1 Corinthians 12:12, 25

Listen for the Lord’s voice and fulfill only what He desires you to do for the refugee family.

Give without resentment and without coercion and without guilt. “So let each one give as he purposes in his heart, not grudgingly or of necessity; for God loves a

cheerful giver.” 2 Corinthians 9:7

Rejoice that your servant spirit pleases the Lord! In the context of serving God, remember that

gratitude from the refugee family is just an added bonus. “Then the righteous will answer Him saying, ‘Lord, when did we see You hungry and feed You, or

thirsty and give You a drink? When did we see You a stranger and take You in, or naked and

clothe you? Or when did we see You sick, in prison, and come to You?’ And the King will answer

and say to them, ‘Assuredly, I say to you, inasmuch as you did it to one of the least of these My

brethren, you did it to Me.’” Matthew 2:37-40

Be peacefully confident that as you serve according to His spirit, you are sowing or watering

what the Lord causes to grow. “Now he who plants and he who waters are one and each will receive his own reward

according to his labor. For we are God’s fellow workers.” 1 Corinthians 3:8

“And let us not grow weary while doing good, for in due season we shall reap if we do not lose

heart.” Galatians 6:9

Assist the family to self-sufficiency rather than creating a co-dependent relationship. Like the

Good Samaritan, act compassionately and then continue on your journey.

We encourage you to return to these prayer points throughout your time of service. Please contact

World Relief and other brothers and sisters in Christ for assistance and encouragement when needed!

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WHAT DOES WORLD RELIEF EXPECT OF VOLUNTEERS?

Cooperation with World Relief Staff – World Relief has experience and expertise in dealing with

refugees and their needs over many, many years. There may be occasions when our staff members

must make decisions based on this experience with which you may disagree. Please understand that

we have the refugees’ best interests in mind and want to see them become self-sufficient as quickly

as possible. We would be happy to talk in-depth about any of these matters and value your sensitivity

and care.

Commitment to the Mission, Vision and Values – When churches and volunteers work together,

united by a common mission and shared values, they are an unstoppable force. We ask that you

prayerfully consider your role in accomplishing mission and upholding the values set forth by World

Relief. If you have any questions or concerns about this, please speak with our Volunteer

Coordinator.

Adherence to the Volunteer Screening Policy – For the protection of our refugee clients and for

insurance purposes, we require our volunteers (particularly anyone who will be meeting one-on-one

with refugees, driving clients, or working with children) to go through a screening process which

includes reference and background checks. Your information is confidential and will not be used for

any other purpose.

Willingness to Learn, Grow and be Flexible – Working with people from other cultures is challenging

and exciting, but it can also be difficult and frustrating. The most successful volunteers are those who

keep an open mind, are willing to stretch themselves, and who understand that there aren’t always

easy answers or quick fixes.

Length of Service – If matched with a refugee family, a volunteer is asked to commitment to a

minimum of 3 months with that family. After three months, a volunteer will have the option of ending

his or her commitment, continuing his or her current assignment, or requesting a new assignment.

Documentation of Service – Documenting the time and resources volunteers invest in refugee families

helps World Relief secure grant funding. Each volunteer will use a Volunteer & Donation Record to

record his or her volunteer services and will submit the Volunteer Log to the Volunteer Coordinator at

the end of each month. This is especially important for volunteers serving refugees in the Match Grant

program.

Debriefing – The Volunteer Coordinator will debrief a volunteer at the end of each commitment. This

is a time for the volunteer to process their experience and for the coordinator to elicit information

which will help World Relief better serve its volunteers in the future.

Confidentiality – Your refugee friends will trust and confide in you. Please honor that relationship by

keeping their private information private. (For more information see “Confidentiality” on page 40)

***World Relief retains the right to terminate any volunteer service by dismissing the volunteer. A volunteer will receive a

written explanation for his or her dismissal. Reasons for dismissal may include a refugee’s desire to end the relationship and

volunteer behavior that is in violation of the mission statement and purpose of World Relief.

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JOURNEY TO FREEDOM

Homeland

A refugee is a person who must leave his or her homeland because of

persecution or fear of persecution due to religious beliefs, ethnic background, or

political activities. Many times refugees face much danger when leaving their

country.

Refugee Camp

A lengthy wait in a refugee camp is the next step for most refugees. The average

stay in a camp is seventeen years. The camps are usually guarded and

surrounded by barbed wire. Refugees stay in these camps until a new country

gives them permission to enter.

Interview

The United Nations High Commission for Refugees (UNHCR) interviews all refugees

and the U.S. Citizenship and Immigration Service (CIS) interviews those refugees

who may be resettled in the United States. Only those who can prove they are

escaping persecution are eligible to find freedom in a new country.

Flight

After the extensive interview process, some refugees receive good news—

another country has accepted them. The International Organization for Migration

(IOM) coordinates their transportation from the camp to their new home.

Arrival

The U.S. receives the largest number of refugees. The exact number is

determined by Congress each year. The Department of State (DOS) assigns each

refugee to one of several voluntary agencies (VOLAGS). These agencies help

refugees become self-sufficient by providing basic services during their first 90

days in the U.S.

World Relief

As one of the VOLAGs receiving refugees, World Relief supports refugees on the

road to independence with the help of church volunteers. World Relief trains and

prepares these volunteers to provide the most effective support possible.

Volunteers

Volunteers stand at the end of a refugee’s long flight to freedom, welcoming him

or her with open arms. They help refugees rebuild their lives in the U.S. by doing

simple things like preparing apartments, teaching English, and finding them jobs.

Volunteers quickly become a refugee’s first friends in America.

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OUR ROLE IN THE REFUGEE RESETTLEMENT PROCESS

The Department of State requires the following items for each refugee home. World Relief tries to provide as

many of these items from goods donated to World Relief. Items not provided from donated goods are

purchased with the refugee clients Welcome Money. An asterisk denotes one item per person:

Bed frame*

Box spring*

Mattress*

Fitted sheet*

Flat sheet*

Pillow*

Pillowcase*

Blanket*

Alarm clock

Dresser

Clothes hangers

Sofa

Lamp

Light bulbs

Dining table

Dining table chair*

Knife*

Fork*

Spoon*

Dinner plate*

Salad plate*

Bowl*

Tea cup*

Drinking glass*

Frying pan

Covered sauce pan

Stockpot

Baking pan

Mixing bowl

Pitcher

Tea kettle

Spatula

Serving spoon

Slotted serving spoon

Kitchen fork

Kitchen knife

Can opener

Bath towel*

Washcloth*

Shower curtain rings

Shower curtain liner

Shampoo

Bars of soap

Toothbrush*

Toothpaste

Deodorant*

Maxi pads

Toilet paper

Toilet bowl brush

Pad of paper

Pen or pencil

Mop

Broom

Dustpan

Kitchen/bathroom

cleanser

Laundry detergent

Dish soap

Sponge

Wastebasket (large)

Wastebasket (small)

Trash bags

The Department of State does not require the following items, but they are blessings to refugees:

TV

TV stand

VCR

DVD player

Radio

Coffee table

End table

Armchair

Bookshelf

Washer

Dryer

Microwave

Vacuum

Iron

Ironing board

If you have new or gently used household items to donate, please contact:

Donations Coordinator

655 Village Square Drive

Stone Mountain, GA 30083

W 404.294.4352, Ext. 257

F 404.294.6011

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OUR ROLE IN THE REFUGEE RESETTLEMENT PROCESS

The U.S. Resettlement Program’s goal is self-sufficiency in 90-120 days. World Relief’s Refugee Resettlement

Services support refugees in specific ways as they transition to independence in the U.S. Early

employment is critical to the overall stability and success of refugee families, so Employment Specialists

focus on placing refugees in appropriate jobs as soon as possible as well as helping them succeed at

work. Our School Liaison guides parents and children through the new world of the American school

system, providing orientation, communication assistance and individualized support. Our Case Managers

help families apply with The Division of Family and Children’s Services (DFCS) so they can receive access

to available public benefits and services while they transition to total self-sufficiency. Case Managers

coordinate and provide the following services for our refugee clients:

Essential Tasks

Airport Reception – Meet refugee family at the airport, transport them to their host home or permanent

housing, and provide a hot meal.

Housing – Secure permanent, affordable housing. Prepare the apartment with donated furniture, household

items, and basic necessities. Help refugees learn how to care for their new home.

Food – Provide food until the refugees receive Food Stamps. Show refugees how to use an American kitchen.

Teach refugees how to shop in an American grocery store.

Clothes – If refugees need clothing, take them to clothes closets or thrift stores for seasonally appropriate

attire.

Public Assistance – Help refugees apply for Food Stamps (now being called SNAP), Medicaid, and Cash

Assistance (RCA or TANF) or Match Grant. Assist eligible clients in applying for WIC, SSI, and Energy Assistance.

Social Security – Help refugees apply for Social Security cards.

Health – Take refugees to their health screens at the county health department. Help refugees access

medical, dental, and mental health care when necessary. Help refugees understand the health care system in

America.

ESL – Help adults register for English class.

Youth – Register any children for school. Help parents understand the school system. Help the school system

understand the unique needs of refugee children. Provide basic donated school supplies.

Safety – Ensure that refugees know how to be safe in their home and community. Teach refugees how and

when to use 911.

Community Orientation – Acquaint refugees with their new community. Ensure that they know where to find

things that they need (e.g. post office, bank, grocery store, etc.).

Employment – Help refugees find full-time employment. Prepare refugees to succeed in American work

culture.

Travel Loan – Discuss the importance of repaying this legal debt within 3 years at 0% interest.

Budgeting- Help refugees understand how to manage the assistance they receive and save for the future.

Teach refugees how to pay their personal and household bills.

Immigration Matters- World Relief’s Immigration Specialists assist refugees and in applying for green cards

and citizenship as well as applying for relatives who wish to join them in the US.

Volunteer and Church Relations Coordinators link refugees served by World Relief with local churches and

Christian volunteers to facilitate life-changing relationships. Recruitment, training, volunteer management and

support are all offered through this program.

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OUR ROLE IN THE REFUGEE RESETTLEMENT PROCESS

R&P Post-Arrival Period Timeline

Day 1

Airport Reception/Culturally appropriate, ready-to-eat food

available

Ap

pro

pria

te La

ng

ua

ge

Inte

rpre

tatio

n

24-hour home visit (Cases without U.S. ties only)

Day 5 Home visit within 5 calendar days (Cases with U.S. ties only)

Home/Safety/Personal hygiene orientation

Day 7 (working

days)

Apply for Food Stamps

Apply for Medicaid

Apply for Cash Assistance

Apply for Social Security card

Day 10 Resettlement Plan & Assistance to enroll in ESL

Day 30

Family reunification, Travel loan, Green Card, Changes of address

discussed, Household budgeting and finance

Children enrolled in school

Refugee Initial Health Assessment

Second Home visit (Cases with and without U.S. ties)

Page | 12

THE STRESSFUL STAGES OF FLIGHT

The Center for Victims of Torture has identified four distinct stages regarding people in the flight

experience.

Pre-Flight Chaos

Many refugees know by deteriorating circumstances in their homeland that they should leave for

security reasons while there is still the possibility of doing so.

The Center describes the following as common characteristics of pre-flight chaos:

Increased harassment and persecution

Increased violence directed at specific people or groups, including imprisonment, torture,

execution, and destruction of property

Increased likelihood of direct exposure to violence, including witnessing atrocities committed

against others

Increased deprivation of the basic needs, such as food and water

Increased fear and anxiety

The Flight

Before the situation gets any worse, the refugee decides to leave. The refugee family may have time

to plan and gather resources for the trip. Others, however, must leave on a moment’s notice in order

to escape the threat of immediate danger.

Some characteristics of flight in what is perhaps the most traumatic stages are:

Travel on unfamiliar routes, which are often mined or booby-trapped

Deprivation of food, sleep, and shelter. The most vulnerable people (infants, the elderly) might

not survive

The loss of, or separation from, family members

Encounters with robbers who exploit their situation or hostile populations in neighboring

countries

Life in Transit

Although a refugee is away from the most immediate dangers, places of first asylum are no havens

of rest. Conditions are crowded and primitive. Refugees are totally dependent on others for their

basic needs. There may even be continued attacks on the refugees, especially disturbing since most

refugees are mothers with their young children (seventy-percent of the world’s refugees are women

and children).

At this stage, too, the reality of what has happened may set in. There is time to think of one’s multiple

losses: loved ones, a homeland, and a profession.

Some characteristics of first asylum conditions:

Continuing political and ethnic hostilities

Bombing and shootings

Competitions for food, water and shelter

Tedium and no hope for the future

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FACTORS AFFECTING REFUGEE ADJUSTMENT

RURAL Urban

Shopping on a daily basis/bargain for

food price. Possible lack of refrigeration.

Grocery stores, ethnic foods,

supermarkets.

Lack of public transportation. May not

have driver’s license or driving

experience.

Public transportation, cars, escalators.

Lack of exposure to ethnic diversity. Exposure to ethnic diversity.

Lack of exposure to Western culture. Probably exposure to Western culture

(films, language, food).

Limited education. Common for men

and women to only finish eighth grade.

Greater education.

1. Rural versus urban home environment

2. Rural versus urban final destination

3. Exposure to Western culture

4. Education level and study of English

5. Age

6. Religion

7. Personality and stress coping skills

8. Pre-arrival experience

9. Choice of resettlement country versus no choice

10. Presence of family/friends in new resettlement country

11. Similarities/differences between native culture and American cultural values

12. Expectations of America and World Relief as a refugee resettlement agency

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Several things to keep in mind

about culture:

Culture is learned It is not something we are

born with. We learn culture by observing what

people around us say, do, or think.

Culture is a group identifier It describes how

people in a society or community function

together. There are, of course, individual

differences within the group.

Culture makes sense to the people living in it It

is a system of attitudes and feelings that fit

together in an integrated, logical way.

Government:

The US places a high value on

individualism. Americans tend to

believe that although losing is

regrettable, it is not shameful.

Majority rule is therefore an

efficient and often effective way

of making decisions. In other

cultures, acting as a group is

preferred to individualism and it is

shameful to be in the minority. In

these cultures, majority rule does

not work well and can be

schismatic and disruptive of

harmony.

Family Organization:

The US has a very mobile culture.

As a result, the basic family unit is

usually considered in its smallest,

most mobile form – parents and

their children. In other cultures that

are less mobile and more agrarian

there is a much broader

understanding of the basic family

unit, including grandparents,

aunts, uncles, cousins, etc.

Food:

Traditional foods are usually those

foods that are available in

abundance in the local area. The

US, for example, has plenty of

grazing land and grain available

to raise cows, pigs, and sheep. In

the US, meat is an important part

of our diet and is served at most

meals. In other parts of the world,

meat is difficult to get and

therefore very expensive. In those

cultures, other forms of protein are

common – such as beans, high-

protein grains, or even insects

(unthinkable to most Americans).

WHAT IS CULTURE?

The word “culture” refers to the way of life that is comfortable and familiar for people. Everyone is

part of a culture. We all have learned a set of behavior patterns that govern how we live. Our culture

affects our manners, customs, beliefs, values, ideas, ideals and accepted ways of behaving. In many

cases, because we have been learning these behaviors from the time we were infants, we are not

even aware of our culture—it is simply who we are and how things are done.

Every culture is unique.

Every culture has been developed to meet the same

societal needs:

Food

Clothing

Shelter

Family Organization

Social Organization

Government

Security

Arts/Crafts

Knowledge/Science

Religion

Different cultures, however, meet these needs in

different ways. In general, cultures have not

developed “right” or “wrong” solutions to these needs. They have developed different solutions that

make sense for that culture.

Here are a few examples of how cultures develop different solutions to the same needs:

Page | 15

Example: Different Views of Cleanliness

Americans soak, wash and rinse their

bodies in the same bath water. The

Japanese think their way is cleaner – they

use different water for each step.

Americans find it objectionable to spit or

blow your nose into the street. People

from other cultures don’t understand why

Americans blow their nose into a tissue,

and carry it around with them for the rest

of the day.

An Orthodox Hindu from India thinks it is

cleaner to eat with his own fingers than

to use “dirty” knives, forks or spoons.

CULTURAL DIFFERENCES

People in every culture think their way is best.

Every culture is alike in one way – every culture is “ethnocentric.” That means people in each culture

think their solutions to the basic societal needs are the best solutions and the solutions that make the

most sense. Members of every group think that their way of doing things is the most natural and

logical way to do things and that other ways of doing things are not as good or are downright wrong.

We are sometimes not even aware of how our cultural values affect our judgments. As a result,

outsiders from a different culture are frequently viewed as inferior.

You and Your Refugee Partner

To be able to learn from and appreciate one another,

you and your refugee friend will need to move beyond

the natural reaction of thinking your way is best. When

you encounter differences – in behavior, in expectations,

in values – try to suspend judgment. Don’t become

frustrated because a refugee doesn’t do things in the

“right” or “expected” way. Instead, step outside yourself

and try to understand why she behaves that way. Ask

questions, listen, and observe. Remember, all cultures

make sense to the people living in them. Look for the

underlying logic or values that help explain the

differences. You may still feel more comfortable with your

own way of handling a situation – but you will also begin

to understand and accept other approaches.

For detailed comparisons of Closure and Non-Closure Cultures, please see Additional Resources.

Categories of Cultural Orientation

Low Power Distance – equality and equanimity High Power Distance – respect for and

deference to authority

Time Orientation – focused on the clock,

punctuality, managing time well

Event Orientation – less concerned with

schedules; focused on quality of time

Individualism – privacy, independence,

personal goals and decision making

Collectivism – communal living,

participation, individual preferences submit

to the group’s decision

Closure Culture – focus on accomplishing

goals, low tolerance for uncertainty

Non-Closure Culture – focus on

relationships, comfortable with uncertainty

Low Context – direct questions and

statements; don’t beat around the bush

High Context – indirect confrontation or

statements; hinting or avoiding direct

questions

Guilt/Innocence – focus on right and wrong;

what is right is good; being right is important

Shame/Honor – preserving honor or saving

face is the priority; honor is good and not

dependent on what’s right or truthful.

Page | 16

COMPARISON OF CULTURES

Closure Culture (U.S. Culture)

Non-Closure Culture (Culture of Many Refugees)

Time Oriented: Time is a resource, used to accomplish goals

It is important to have control of time

The focus is on quantity of time

Event Oriented: Time is used to establish a warm, harmonious

atmosphere

It is important to have close human interaction

The focus is on quality of time, not quantity.

Potential Culture Clash: World Relief volunteer Sheila has a very tight schedule. She is trying to squeeze in a meeting with her

refugee friend, Azra, between work and getting to her daughter’s softball game. She has exactly two hours

available. Sheila is therefore very frustrated when she arrives at Azra’s apartment and Azra is not home.

After waiting 20 minutes and worrying about everything else she has to do that evening, Sheila is ready to

leave. Just then, Azra walks up. Azra has been visiting with her neighbor. She was expecting Sheila that

evening, but wasn’t worried about the exact hour. She knew it was some time after dinner. Unlike Sheila,

Azra has no fixed agenda for their visit. She is simply expecting a relaxed, unhurried conversation.

Competition: Focus is on accomplishing goals.

Relationships are something that can help

accomplish goals

Success is an objective standard that people strive

to achieve.

Cooperation: Focus is on relationships and interactions with

others.

Relationships are an end in themselves

Success is a subjective standard and is

therefore not as important

Potential Culture Issue: World Relief volunteer Robert is very excited about the opportunity to meet with Hassan, the refugee he is

working with. Hassan knows very little English, and Robert feels he can really be of help to Hassan if he can

teach him to speak better English. At the end of their first three months together, however, Hassan’s English

skills are still at the same basic level. Robert wonders whether he should continue volunteering with World

Relief. He does not feel his time with Hassan was very productive or successful because he did not

accomplish his goal of helping Hassan learn English. Hassan thinks Robert is a very nice man, and is glad he

and Robert could spend time together. Hassan is looking forward to continuing to meet with Robert.

Page | 17

COMPARISON OF CULTURES

Closure Culture (U.S. Culture)

Non-Closure Culture (Culture of Many Refugees)

Linear Logic: Values thinking, reasoning, presenting and

arguing.

Emphasis is on problem solving and achieving

goals.

Low tolerance for ambiguity – likes things settled

and clear-cut.

Contextual Logic: Values gaining input from all viewpoints and

reaching consensus

Emphasis is on maintaining relationships, not

accomplishing goals.

High tolerance for ambiguity – willing to

accept uncertainty or open-endedness.

Potential Culture Issue: World Relief volunteer Cindy is trying to help a refugee, Sabine. Sabine has been struggling financially.

Cindy realizes that Sabine’s current job does not pay enough to support her family, so Cindy makes

contacts with an employer she knows in the suburbs. The new position pays more, is very stable, and will

solve Sabine’s financial problems. Cindy even locates an available apartment within walking distance of

the new employer. Cindy is surprised and hurt when Sabine does not take the job. Sabine, however, talks to

several friends and relatives before making her decision. They all express concerns about Sabine moving so

far from them. Sabine’s extended family is very important to her. She decides not to take the new job so she

can stay close to her relatives. She is worried about finances, but something will turn up. She doesn’t know

yet what she will do, but somehow it will work out.

Directness/Openness/Honesty: Values straight, clear and direct communication

Approaches conflict directly and with an active

voice (ex. “He did this”)

Guilt culture – worst thing people can do is to fail

to follow the rules or live up to expectations

Indirectness/Ritual/”Face”: Directness is considered crude, harsh, and

disrespectful

Approaches conflict indirectly and with

passive voice (ex. “This was done to her”)

Shame culture – worst thing people can do is

to cause another person to be shamed, lose

face, or be dishonored

Potential Culture Issue: World Relief volunteer Pete calls his refugee friend, Enver, from work to finalize plans for their next visit.

Because he needs to keep his personal calls to a minimum and because he knows he will have more time

to talk with Enver when they get together, Pete gets straight to the point. He says hello, confirms the place

and time where they are going to meet and says goodbye. Enver is confused by Pete’s attitude on the

phone. Pete does not ask about Enver’s health. He does not ask about Enver’s family members. He does

not use any traditional greetings Enver is familiar with. Instead, Pete goes directly to business. Enver wonders

if Pete really wants to visit him, or if Pete is indirectly telling him by his curt manner on the phone that he

does not want to get together.

Page | 18

CULTURE SHOCK AND COMFORT ZONES

Culture Shock and Your Refugee Partner

All refugees suffer from “culture shock” when they arrive in the United States and confront a

completely new and different culture. Culture shock is the name given to the many uncomfortable

emotions and reactions that people experience when they move into a new culture that is very

different from their own. Culture shock is caused by the disorientation of being in a new culture. It is a

reaction to being in a situation – especially over a prolonged period of time – where all the normal,

natural, and automatic ways of responding no longer fit. It is a result of being cut off from the cultural

cues that you have depended on in the past.

Culture shock is also a reaction to encountering new and different ways of doing, organizing,

perceiving, or valuing things which challenge and threaten our basic belief that our way of doing

things is “right.”

Culture Shock Occurs Gradually When first encountering a new culture, people are aware of the many obvious differences. They

notice the new foods and cooking smells, the unusual clothing styles, or the different ways of greeting

one another. They often enjoy the differences and find them attractive or quaint.

After a while, people look past the differences and focus on how much other people are really the

same. They are excited to learn that they can communicate with someone who is different from

themselves. They discover that people in the new culture also love their children and families, want to

help and support them, and enjoy a good laugh.

Eventually, however, the differences themselves loom larger and larger and can become

overwhelming. Newcomers realize that the people in the new culture are very different from them in

how they think, what they value, or how they relate to one another. They begin to question whether

they can really understand one another. It is at this stage that culture shock sets in.

A person experiencing culture shock begins to feel helpless and anxious. Although some experience

almost no difficulty, common reactions include moodiness, irritability, insomnia or oversleeping,

withdrawal, bitterness, exaggerated cleanliness, homesickness, or depression.

Eventually, the new culture becomes more and more understandable and comfortable. The

newcomer begins to sort out the similarities and differences between the new culture and his own. As

the newcomer begins to feel less helpless and anxious and more in control, the reactions of culture

shock gradually fade.

Page | 19

CULTURE SHOCK AND COMFORT ZONES

Confronting your comfort zone as a volunteer

Although you will probably not experience the intense emotions that most refugees experience,

don’t be surprised if you also suffer some culture shock through working with them as a volunteer. This

is because you will be traveling outside your comfort zone.

Your comfort zone is the protective space of familiar activities, environments, and people that

surround you. You feel confident and comfortable in that zone because you know and understand

how to function in that setting. In fact, you are so comfortable in your comfort zone that you are

probably not even aware of it until something pushes you outside of it.

As a World Relief volunteer, you will experience awkward moments. You may travel to areas of the

city where you have never been, try new foods which look and smell different, or wait uncomfortably

through long pauses in conversation. On a deeper level, you may feel that your personal space is

infringed upon, be uncertain about how to interpret comments or criticisms from refugees, or feel out

of place in your refugee friend’s home.

These experiences outside your comfort zone can be frustrating. They may create feelings of anxiety,

nervousness, insecurity, or ambiguity. With time, as you and your refugee friend get to know one

another better and become more familiar with your cultural perspectives, the feelings of discomfort

and frustrations will lessen.

Page | 20

FOUR STAGES OF ADJUSTMENT

There are four general psychological stages refugees go through as they grow accustomed to life in

their new setting. Every volunteer should be aware of these stages and at what stage the refugee

you are working with may be.

1. The Honeymoon Stage – America is great! Everything is new. Refugees have a spirit of cooperation and

want to please the people they meet.

2. Hostility Stage – Frustration and depression set in. Refugees are weary of trying to communicate and

being misunderstood. They begin to fear and mistrust.

3. Humor Stage – Refugees begin to relax and can laugh at misunderstandings and minor mistakes.

4. Home Stage – Refugees retain their allegiance to their home culture, but also feel “at home” in

America.

What are the psychological issues for refugees?

Typically, refugees arrive in the U.S. after undergoing extremely dangerous and highly traumatic

experiences. Many of them have been victims or eyewitnesses of torture, ethnic cleansing, inhumane

incarceration and threats of execution. They have experienced numerous losses, including the loss of

family members, friends and home. The changes that a typical refugee family usually face affect the

family structure (parental, marital and sibling relationships) and add a tremendous stress on the

families’ lives besides the already existing stress that comes from the resettling process. All these

stressors affect the family’s level of functioning to achieve independence and increase the potential

for them to develop psychological disorders such as anxiety and depression.

Perhaps those that have the hardest time adjusting are elderly refugees because they have to

relearn an entirely new way of life, culture and language. The process is harder the older you get.

As a volunteer, remember the gravity of the transition your refugee friend is making. Every culture has

its own rules and traditions that define how people relate to each other, raise their kids, find and

maintain jobs, and communicate and resolve interpersonal conflicts. Most likely, the culture from

which a refugee has come has very different presuppositions about daily life, and the change from

one to another can be psychologically taxing. It is often beneficial to do some research - on your

own, and through sensitively talking with the refugee - about the particulars of the transition he is

experiencing.

How do I know when someone needs professional help?

Are their behaviors and reactions inconsistent with what is appropriate from the cultural, religious, and

social status background that they come from?

Are they unable to deal with normal, everyday problems and conflicts?

Are they acting irresponsibly in their work or relationships?

Are they having physical or sleeping problems that can’t be accounted for medically?

Are they excessively sad, frustrated, angry and/or afraid for long periods of time?

Are they unable to deal with their worries in a healthy, balanced, and productive way, or do they deal

with it in a way that seems to increase the anxiety?

Page | 21

THE CULTURAL ADJUSTMENT MAP

Approach The Facts of Life Abroad

(Inevitables)

Coping Strategies

(Responses)

Results

Alienation

&

Isolation

Rapport

& Understanding

Cu

ltu

ral D

iffe

ren

ce

s

Ch

oic

es Frustration

Confusion

Tension

Embarrassment

Openness

Acceptance

Trust

Fear

Suspicion

Inflexibility

Observe

Listen

Inquire

Criticize

Rationalize

Withdraw

When we encounter different cultures, we have choices in our responses and strategies for

coping with the facts of life. The map above highlights how our approach with others

(refugees in this case) can affect the results of our interactions.

Page | 22

SUICIDE PREVENTION

How can I identify when levels of sadness or depression are a concern? Suicide happens in every country, amongst every population. Individuals of all races, creeds, income and

educational levels die by suicide. There is no “typical‟ suicide victim. Identifying depression and suicidal

ideation in refugee clients can be difficult. Although suicide is not always predictable, there are precautions

that the refugee service community can take to help their clients stay safe. For example, the suicide rate

amongst Bhutanese refugees resettled in the U.S. is 31.5 per 100,000 in comparison to the overall suicide rate in

the U.S. which is 11.1 per 100,000.*

Who is at Risk?* Victims of gender-based violence

Members of vulnerable families identified as families of 3 or more

Special needs including families who have survived torture

Individuals with untreated mental illness

Individuals abusing alcohol or other drugs Individuals experiencing family separation

Individuals with immediate family members who have committed suicide

* based on a recent IOM report on Bhutanese refugees

What signs or indications might my client give if he/she is depressed or suicidal? Feelings of helplessness or hopelessness

Sudden change of mood or behavior

(ex. a client who used to dress very regally now

dresses poorly or a client suddenly becomes

aggressive/begins acting out)

Increased use of drugs or alcohol

Exhaustion/trouble sleeping

Poor self-care (sudden loss of weight, lack of

hygiene)

Social Isolation or isolating oneself from Case

Manager (not taking your calls)

Preoccupation with death or dying

Giving away possessions; saying “goodbye”

Careless behavior; not caring about the

consequences

Comparing oneself to others’ successes and

feeling inadequate or shameful

Talking about suicide

Client starts to need their Case Manager more

Client seems “checked out‟ emotionally

Lack of motivation

Change in attitude (ex. everything went bad;

Client first arrived and loved their new city,

now client sees nothing of value in their new

city).

Client becomes self-destructive (self-cutting,

inflicting pain)

Change in body language (covering their

face, crying)

Wanting to return to home country - even the

chaos they left

Family attachments are suffering

No longer participate in activities that used to

bring them joy

What can I do? Anticipate and normalize the challenges that lay ahead. Explain to clients that it is normal to feel sad at some

point during the first several months after arrival. If they cannot seem to shake that feeling, it is normal to ask for

help. Ask a client what they do that makes them happy. Encourage that behavior. If it is art or music, find ways

to help them express their artistic talents. Normalize mental health therapy. Reassure clients that you are a

resource, and you can help them access services to help.

When a client starts showing signs of depression, explain what mental health counseling is, and even taking

them to their first appointment to introduce them to the therapist can help. If your agency does not currently

partner with a mental health agency, creating that link could be important. That way, if a client needs mental

health services, you can speak with authority about who they will see and how the session will go. Often when

discussing the option of mental health therapy, it can be helpful to discuss it as simply talking to someone.

Page | 23

SUICIDE PREVENTION

DO: If client states that they want to kill themselves, it is important to assess the degree of seriousness that this

statement holds. Talk with your client. Find out if they have a plan for how they would kill themselves. If so, by

what means would they kill themselves? If they state that they want to shoot themselves, find out if they have

own or have access to a gun. Find out if the person has a support system in their life - who do they talk to? Your

goal is to keep your client talking so you can get as much information as possible.

DON’T: Do not do anything to undervalue what your client is telling you. Do NOT say “You don’t really want to kill

yourself” or anything that might devalue their feelings.

If a client is a danger to himself or others, it is necessary to call for help. Calling 911 or your local Mobile Crisis

Unit can ensure that your client is adequately assessed by a mental health professional and may lead to the

hospitalization of your client. Although hospitalization may seem scary, it may be the only way to keep your

client safe.

Suicide Protocol Any talk of suicide should be taken seriously and should be discussed immediately with your supervisor. All staff

should be aware of standardized, “best practice” procedures for assessing and managing suicidal individuals.

Staff will assess for clients’ risks.

References 1. Ferrada-Noli, M. & Sundbom, E. (1996). Cultural bias in suicidal behaviour among refugees with post-

traumatic stress disorder. Nordic Journal of Psychiatry, (50) 3, 185-191.

2. Rudmin, F.W., Ferrada-Noli, M. & Skolbekken, J. (2003). Questions of culture, age and gender in the

epidemiology of suicide. Scandinavian Journal of Psychology, (44) 4, 373-381.

3. Kennedy, M.A., Parhar, K.K., Samra, J. & Gorzalka, B. (2005). Suicide ideation in different generations of

immigrants. Canadian Journal of Psychiatry, 50, 353-356.

4. Wadsworth, T. & Kubrin, C.E. (2006). Hispanic suicide in U.S. metropolitan Areas: Examining the Effects of

Immigration, Assimilation, Affluence, and Disadvantage.

5. American Sociological Association, Paper presented at the annual meeting of the American

Sociological Association, Montreal Convention Center, Montreal, Quebec, Canada Online <PDF>. 2009-

05-25 from http://www.allacademic.com/meta/p103504_index.html

6. Staehr, M.A., & Munk-

7. Andersen, E. (2006). Suicide and suicidal behavior among asylum seekers in Denmark during the period

2001-2003: A retrospective study. Ugeskr Laeger,(168) 17, 1650-1653.

8. Wenzel, T., Rushiti, F., Aghani, F., Diaconu, G., Maxhuni, B., & Zitterl, W. (2009). Suicidal ideation, post-

traumatic stress and suicide statistics in Kosovo: An analysis five years after the war. Suicidal ideation in

Kosovo. Torture, 19 (3), 238-247.

P a g e | 24

KEY ATTITUDES FOR COMMUNICATING ACROSS CULTURES

A Willingness to Suspend Judgment

Be willing to set aside your ideas about how things ought to be done. When a refugee does or

says something that seems strange, difficult, or confusing, look for the logical reason behind it.

Don’t immediately jump to conclusions or make judgments. Keep an open mind and seek to

learn. Remember, every culture makes sense to the people living it. Try to discover how

different pieces of the refugee’s culture fit together.

A Willingness to Listen and Learn

Ask questions. Find out as much as you can about the history, customs, values, and attitudes of

a refugee and the country she left behind. Listen carefully to the answers – don’t simply use

the answer as a springboard to talk about how different it is here in the United States. (On the

other hand, you will want to answer any questions she has about you and your culture.)

A Sense of Humor

Don’t take things too seriously. Be willing to laugh off the

embarrassing moments, confusion, or annoyance you

encounter as you and your refugee friend work to

understand each other.

A Low Goal/Task Orientation

Americans often focus on accomplishing things. Try not to

set unrealistic goals for your time as a volunteer with

World Relief. Don’t focus on certain tasks you will

accomplish with a refugee. Instead, concentrate on

simply spending time with one another.

An Ability to Risk and Fail

If you are afraid to fail, you will not take the risk of

reaching outside your own culture. Be willing to venture

out into unknown territory. Don’t be afraid to try new

things, say new words, or reach out in new ways, even if

you’re not as successful as you would like to be.

A Willingness to Share Yourself

Don’t be afraid to simply be yourself. Remember that you have special gifts to offer, as well as

the opportunity to receive. Be open and honest in your relationships. If you are uncomfortable

in a situation, take time to identify your emotions and understand what is causing you to feel

that way.

Tips for Breaking Down the

Language Barrier

Be creative! Be patient

Speak clearly

Listen carefully

Check the meaning

Avoiding negative questions

Use hand gestures &

drawings

P a g e | 25

Cultural Broker Talk with them about how to

understand the schools

Teach them about work

etiquette

Teach them about facial

expressions or non-verbal

communication that we use

Help them understand any

cultural issues that they are

struggling with

Coach them for interviews and

practice mock interviews

VOLUNTEER ROLES

Teacher Tutor English

Help with homework

How to pay bills, write checks,

balance a checkbook

How to organize mail and

important documents

How to cook new foods

Bring paper, pencils,

flashcards

How to ride the bus

Acquaint them with various

community resources

Learner

Learn about their

country

Learn about their

culture and customs

Learn about their dress

Learn to cook food

from their country

P a g e | 26

MEETING YOUR REFUGEE FRIEND

The First Meeting

A World Relief representative will attend the first meeting between you and the refugee you will be

working with as a volunteer. The following is a suggested outline for your first meeting, which should

last thirty minutes to one hour. If you would like to bring a gift, fresh fruit and sweets are usually well-

received; however, this is not expected of you.

1. Just prior to your meeting, review any information you may have about the refugee.

2. At the beginning of your meeting, introduce yourself and get to know each other by asking questions or

discussing some information about yourself or your family and that of your refugee friend. Be sure to ask

him to pronounce his name for you and practice repeating it several times until you can say it correctly.

Remember that awkward moments and silence are a normal part of the first meeting. As time goes on,

these periods of silence will decrease.

Check out “Conversation Starters” for a few sample open-ended questions you might use to get the

discussion moving. Bring along pictures of your family members, an atlas or map so your refugee partner

can show you his homeland. Show the country from which you or your ancestors came to America.

3. During your meeting, ask your refugee friend about their goals and how they would like you to help

them. You can also suggest ideas for activities that you and your refugee friend might do together:

• “Would you like me to help you practice your English?”

• “Would you be interested in…?”

• “Have you ever been to the…?”

• “Would you like to see…?”

4. At the end of your meeting, exchange contact information and discuss when and where you want to

meet next. For refugees who do not speak English well, it is helpful to select a consistent weekly meeting

time. You may want to give them a calendar and record your plans there.

5. Before leaving, make sure that your refugee friend understands how to reach you by phone. Also,

clearly re-state your understanding of when you will meet next.

For example: “I will come to visit you here at your apartment next Saturday at 10:00 in the morning.

Will you be here to meet me?” (Look for a positive sign, word, or facial expression to indicate to you

that they understood the next meeting time and plan to be there on time).

P a g e | 27

CONVERSATION STARTERS

What do you notice about the United States that is different from your country?

How do you like the weather we are having? What is the weather like in your country?

What do you think of the political situation in the United States?

What are the major religions in your country?

What kind of music do you like?

Do you like to play/watch sports? Which sports? What is your favorite team?

How do people greet one another in your country?

What are your favorite foods? What are they made of? How are they prepared? When are

they eaten?

What American foods have you tried? What American foods do you like?

Are there any foods that your religion or culture prohibits you from eating?

Please Note: Only after you have been meeting for some time and after you have developed a

relationship with a refugee are the following questions appropriate to ask:

Why did you decide to leave your country? How did you leave?

Do you ever want to return to your country again?

Is there anything you do not understand or like about the United States?

What is your religious background?

What are your plans and dreams for the future?

P a g e | 28

Cultural Activities

Go to the zoo

Have lunch at an ethnic restaurant

Tour downtown Atlanta

Go to Stone Mountain

Rent or go to a movie (maybe you can

find a movie in your refugee friend’s

native language)

Eat pizza, hamburgers or donuts

Show on a map the country where your

ancestors are from

Cook a traditional meal together

Trade favorite recipes

Take MARTA to the CNN center and

Centennial Park

Games and Sporting Events

Go bike riding

Fly a kite, play Frisbee or hacky-sack

Play a simple board or card game (UNO is a

good one)

Go to a Braves game

Go fishing

SUGGESTED ACTIVITIES

Don’t worry about what to do as you befriend refugees. The options are endless! Even if a refugee

speaks very little English, there are activities you can enjoy together, such as playing a simple board

game or cooking a meal. Shared activities provide a focus and structure for your time together. They

can also provide opportunities to learn words or phrases in English and in a refugee’s native

language. Here are a few ideas to get you started:

The Basics – Community Orientation

Go grocery shopping at an American grocery store and/or

an ethnic grocery store

Take a tour of a local government office, town hall, or fire

station

Discuss public safety and how to call 911

Review a map of the community or drive around town

Visit the post office and mail letters or buy stamps

Practice making and receiving local telephone calls;

explain how to make long distance calls with phone cards

Discuss money and financial issues – practice making

purchases and getting change; explain basic banking

practices including checking and savings accounts and

loan repayments

Ride MARTA together

Talk about automobiles – new vs. used, financing, insurance,

license requirements

Discuss the variety of housing options in your community

Visit the library – register for a library card, check out books,

look up resources on your refugee partner’s homeland

Teach various computer applications including email and

the Internet

Other Activities

Have a picnic at a park

Bake cookies

Look at photo albums

Participate in family/holiday celebrations

Celebrate national holidays

Learn a few words of your refugee partner’s

language

Teach each other how to make traditional

dishes from your culture

Go to community cultural events

Go to the mall

Plant flowers or vegetables in a container

garden

Go for a day hike or an overnight camping

trip

P a g e | 29

DOING VS TEACHING

The tension also known as:

Betterment vs. Development

Dependency vs. Self-Sufficiency

In Jesus' life and mission “we see what compassion means. It is not bending toward the

underprivileged from a privileged position; it is not reaching out from on high to those who are less

fortunate below; it is not a gesture of sympathy or pity for those who fail to make it in the upward pull.

On the contrary, compassion means going directly to those people and places where suffering is

most acute and building a home there." -Henri Nouwen

Thank you for joining with us as we enter into the place where "suffering is most acute," building homes among

and opening our hearts to these beautiful sojourners who've endured far beyond what most of us can imagine.

Remember what you are working towards… Don’t forget that your goal, along with World Relief, is to partner with refugees for them to achieve self-sufficiency. There is a difference between tasks and impact—try to find the balance between the two. Ask yourself, “Is what I am doing contributing to my refugee friend’s long-term goals?”

It’s good to feel needed, but…

The best volunteers are those who work

themselves out of a job, because the

refugees they visit become more and more

confident and independent.

Remember, training wheels are not

supposed to be permanent.

Doing too much FOR refugees will hinder their

adjustment.

Instead of making a doctor’s appointment

for a refugee, practice what they need to

say and have him make the call. Listen on

speaker phone so you can help him through

it.

Instead of always speaking for a refugee at

a store or bank, let him initiate the

conversation.

Never do for refugees what they could do

for themselves.

Remember what you are working towards…

Don’t forget that your goal, along with World Relief, is to partner with refugees for them to achieve self-

sufficiency.

There is a difference between tasks and impact – try to find the balance between the two.

Ask yourself, “Is what I am doing contributing to my refugee friend’s long-term goals?”

P a g e | 30

ADDITIONAL RESOURCES

P a g e | 31

IMPORTANT DOCUMENTS FOR REFUGEES

Following are several important documents that your refugee friends may possess: I-94

All persons entering the USA through the refugee resettlement program

are given an I-94 card upon entry into the USA. This is their proof of legal

presence and work authorization in America until they receive a Green

Card. It costs over $300 to replace a lost or stolen card. Encourage you

refugee friends to carry a copy of this card and leave the original at

home. They will occasionally need the original card to apply for a job or

public benefits. If an employer will not accept the I-94 as proof of

employment authorization, please refer them to World Relief’s

Employment Specialists. This card does not expire.

Employment Authorization Card (EAD)

When a refugee enters the USA, their photo is taken and an EAD is issued,

even for children. This card is helpful because it gives refugees a

government issued photo ID fairly quickly. If their photo is of poor quality,

they will not receive a card. This card is only valid for two years, though a

refugee’s work authorization never expires and can be proved by the stamp

on the I-94 card. Your refugee friends do not need to carry this card with

them. If a refugee shows this card to an employer, the employer will always

want to see this card. It is expensive to renew and unnecessary. This card is

valid for two years. It is illegal for an employer to demand this specific

document instead of accepting the refugee's unrestricted Social Security card

and state issued photo ID along with an I-94 to furnish an alien number. If your refugee friend’s employer does

demand to see this card as proof of employment authorization or threatens to fire them if they do not renew

the card, please contact Phil Myers at World Relief and notify him of the company’s name and HR manager. If

a refugee has been in the US more than 180 days, please contact the Department of Justice's Office of Special

Counsel at 800-255-7688. You will find the OSC to be very helpful and effective.

Social Security Card

Within 14 working days of arriving in the USA, all refugees will apply for Social

Security Numbers with the help of their resettlement agency or volunteers.

General the parents’ cards are processed first. The first card should be

received within two weeks from the date of application. Encourage you

refugee friends to memorize their Social Security Number and leave the

original at home. They will occasionally need the original to apply for a job

or public benefits. This card does not expire.

Georgia ID or Driver’s License

After receiving their Social Security cards, World Relief helps employable

adults obtain a state issued photo identification card, known better to the

refugees as a “Georgia ID.” It is nearly identical in appearance to a driver’s

license but will read “Identification Card” at the top instead. The length of

validity depends on the expiration date of the immigration document the

refugee presented at the Department of Driver Services. Your refugee friend

should always carry their own ID or Driver’s License. For example, a husband

should not keep or carry his wife’s card. This card expires and your refugee

friend may need assistance renewing their card.

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OVERVIEW OF PUBLIC ASSISTANCE

Public Assistance is the all-inclusive term used to refer to governmental financial assistance to low -income

persons. Since almost all of the refugees World Relief works with receive benefits from Public Assistance initially,

and are trying to understand how it works, it is good for volunteers to understand it as well. These benefits are

managed by DFCS (Department of Family & Children Services). Benefits include cash assistance, food stamps,

and medical insurance. In Georgia, the amount of financial assistance received is based on monthly income

and family size.

SNAP or Food stamps SNAP is the Supplemental Nutrition Assistance Program, formerly called Food Stamps. SNAP can only be used to obtain food

items. Hygiene, paper products, cigarettes, and alcohol are not covered through food stamps. To find out how much cash

or SNAP credit is left on the card at any given time, call the 800 number listed on the back. The refugee can also see this

when they receive a receipt at the check-out line in a grocery store. SNAP credit is loaded on the EBT card once a month.

Cash Assistance The two options for Cash Assistance through public assistance are TANF and RCA. TANF is only for households with at least

one child under 18 in the home. Households without children receive RCA. The monthly allotment of Cash Assistance is

credited to the family’s EBT Card once a month.

TANF (Temporary Assistance for Needy Families) This form of cash assistance is available to low-income families, including refugees. To qualify there must be at least

one child under 18 in the home. An individual can receive assistance through TANF for a total of five years in his or

her lifetime. In order to receive benefits, parents must be involved in a combined 35 hours of work activities per

week. For recent refugee arrivals, ESL Classes and Job Readiness count towards these hours until they secure

employment. For one-parent families, the requirement is 30 hours per week. For one-parent families with a child

under the age of 1, the requirement is waived until the child reaches age 1. TANF employment classes include a

job search component.

RCA (Refugee Cash Assistance) For households without children, cash assistance is received from DHS through the federal Refugee Cash Assistance

program. Recipients are required to attend ESL Classes. The main difference is that RCA benefits can only be

received for 8 months and if the refugees do not gain employment during that time they do not have other options

for cash assistance.

The EBT Card In an attempt to decrease paperwork, the Department of Human Services introduced the EBT card

method of distributing SNAP benefits. The card functions as a debit card, using a PIN chosen by the

refugee. Both cash assistance and food stamp benefits are on the card simultaneously. Most

grocery stores accept the EBT card at the checkout to use for food and for cash back (which is a

better option than ATMs which usually charge a usage fee).

Medical Benefits Refugees who qualify for cash assistance are medically insured with the Medicaid program for an

initial 8-month period. Once it is approved, the refugee will receive a Medicaid card. Their Case

Manager will help them choose 1 of the 3 Medicaid companies Peach State, Well Care, or

AmeriGroup as well as Primary Care Physician. Medicaid pays 100% of all non-elective medical and

dental care for both children and adults. There may be a very small co-pay on certain plans (i.e.:

$2 o$3 for an office visit). Medicaid is accepted at most hospitals. Check first with doctors to be

sure they accept it. Medicaid is available to refugees on TANF for up to a year if needed. After

Medicaid, all refugees need to obtain medical insurance through their employers – though children can continue to be

eligible depending on the family’s income level. There is a special type of Medicaid for pregnant women and young

children.

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MATCH GRANT

What is Match Grant? Match Grant is a federally funded program awarded on a yearly basis. The goal of Match Grant is to help

eligible clients obtain self-sufficiency without becoming dependent on public assistance. Match Grant families

are offered more resources and employment counseling in the first four months they are in America. In

exchange for the extra resources this program offers, clients agree to not accept cash benefits from welfare

but to seek and accept early employment.

Why is Match Grant good for Refugees? The best things World Relief can offer refugees are contact with good American people and the means to

become self-sufficient. The Match Grant program assists with both of these things. Increased volunteer support

and early employment means growing long-term relationships, gaining valuable work experience and history,

developing a sense of pride and dignity, and ultimately becoming self-sufficient.

Whom is Match Grant for? Good Match Grant candidates are able and ready to go to work, willing to cooperate with employment and

ESL training, and do not have medical conditions that present a barrier to self-sufficiency. Match Grant families

do not have to speak English but must be willing to work hard at gaining the skills necessary to keep a job in

America.

How does World Relief make the match? World Relief must raise one-third of our Match Grant program budget each year through the gifts and services

provided by our volunteers. There are guidelines for assigning a dollar amount to each mile you drive and each

hour you spend in service of our refugee clients in the Match Grant program. We need to raise an average of

$880 per Match Grant client in order to fulfill our requirements. In 2011, volunteer time is valued at $21.36/hour!

The help of volunteers is essential to the success of the Match Grant program!

What can volunteers do? Volunteers play two vital roles in the Match Grant program. Your support and involvement in a refugee’s life will

help them reach self-sufficiency sooner. Also, by recording and submitting all the ways you help your refugee

friend, you help World Relief meet its program requirements. The Volunteer & Donation Record is the place to

record the hours that you spend with refugees, the amount of miles that you drive to be with them and the

value and description of any items you give. At World Relief, we understand that you are not volunteering to

gain special recognition. We understand that you may feel immodest by keeping such detailed records of your

voluntary service. Please know that by recording and turning in this information, you are blessing future refugees

who will participate in the program in the year to come because you helped us make our match this time.

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EMPLOYMENT

Employment is one of the key ingredients for refugees as they move towards self-sufficiency. Our goal

is to help families become financially independent as quickly as possible.

During their first few months in America, refugees typically receive some form of Public Assistance.

These benefits can include Cash Assistance (called RCA or TANF) or Match Grant, Food Stamps and

Medicaid Insurance. In order to receive these benefits, refugees are required to participate in ESL

and job readiness classes until at least one member of the family is employed.

Match Grant pays a family’s rent for the first three months, as long as they are compliant with the

expectations of our Employment Department which include:

Attending all scheduled interviews.

Accepting the first job offered.

Cooperating with World Relief Staff

You can help refugee families as they prepare and search for work. We value your help, but it is very

important that you communicate and work in partnership with our employment department! They

have established relationships with employers and can help you think through all the issues including:

wages, shifts, benefits, transportation, company history, etc.

Think about spending time with families in these practical ways:

Practicing basic English (communication is essential for employment as any job requires

communication between supervisors and employees, and sometimes customers)

Practicing how to fill out job applications

Practicing how to answer basic questions that will be asked in job interviews

Identifying past work experience and putting together a resume

Identifying appropriate job openings (with guidance from our Employment Staff)

Transportation to companies to fill out applications and for interviews

Planning for ongoing transportation and possibly childcare

Orientation to basic American work culture (addressing issues such as showing up to work on

time, cleanliness, appearance, etc.)

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Use a Bill Reminder Calendar

Have a calendar specifically for keeping

track of when bills are due, and hang it

somewhere on the wall where it will be a

good reminder.

If your refugee friend doesn’t have a

calendar, help him make an organized list

of the different companies to whom he

pays bills.

If he is especially visually-oriented, help

your refugee friend code different

companies with different colors, or draw a

symbol for each one (a house for rent, a

light bulb for electricity, etc.).

PAYING BILLS & BANKING

Learning how to pay bills is an important lesson a refugee must learn within the first month of arrival. Since

World Relief can only pay rent for the first month or two (unless the person is on Match Grant), refugees will

have to know how to pay the next month’s bill themselves. Being able to independently pay bills correctly and

on time is one of the biggest steps towards financial self-sufficiency.

Some basic facts about bills for refugees: o Bills must be paid for electricity, rent, phone, and travel loan

o Always pay bills on time

o If a bill is going to be late, help mediate with the company

o Unless your refugee friend has a checking account, bills must be paid with a money order (see below)

Money Orders Since landlords and utility companies do not accept cash payments, refugees should pay for rent

and utilities with a money order until opening a bank account and getting checks.

Bank Accounts Once refugees have a regular income, it is good for them to set up a

bank account. You can be very helpful in navigating this process and

helping the refugee understand how a bank account works, how to get

checks, etc. If you help a refugee set up a checking account, make sure

it is at a bank near their housing and that they offer free checking.

Credit Cards

World Relief staff discourages

refugees from getting credit

cards until at least a year to a

year and a half after arrival and

steady employment.

They can build credit by repaying

their Travel Loan within 3 years.

Basic Tips for Money Orders:

Get cash back at the grocery store with the EBT card

(or else withdraw the cash from an ATM for a fee).

Money orders can be made at any bank, the post

office, certain grocery stores, and Global Pharmacy

(next to Thrift Town in Clarkston)

Money orders can be made for any amount.

There is a small fee for the money order (be sure to

get enough cash for the money order and the fee).

Be sure to sign the money order.

Be sure all information is filled out on the money

order before it goes to the landlord or utility

company.

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TRANSPORTATION

World Relief’s case managers are required to provide transportation to initial government and

medical appointments. Beyond that, we sometimes enlist the help of volunteers to transport refugees

to medical appointments, job interviews, Public Assistance services, the grocery store, etc. Our goal,

however, is for refugees to be able to take care of their own transportation needs as quickly as

possible.

There are some basic options for public transportation that you should be aware of so as to help your

refugee friend understand them.

MARTA

Whether you have lived in the area for five days or five years, riding MARTA can be intimidating and

confusing, but it is still one of the best ways for refugees to get around if they don’t have a car and a

license. The regular fare for adults is $2.50. Up to two children less than 46" may ride free when

accompanied by an adult. Route maps are available on the MARTA (www.itsmarta.com). World Relief

does offer basic MARTA trainings led by staff and interns.

Calling a Private Taxi

Taxis can become expensive and are not the best way to travel, but sometimes rare instances or

emergencies require that a refugee know how to call for a taxi. Help your refugee friend understand

when it might be necessary to call a taxi, and how to do so.

Free Transportation for Medical Appointments

For persons receiving Medicaid benefits, The Department of Human Services offers free transportation

to medical appointments. To arrange transportation, the patient must call Southeastrans at 404-209-

4000 at least 3 business days prior to the appointment (not including the day the call is made).

When calling to make transportation arrangements, please have the following information ready for

the Customer Service Representative:

Member’s name as it appears on their Georgia Medicaid card

Member’s telephone number

Destination facility’s name and address

Member’s home address (including County) on file with Medicaid

Members social security number, Medicaid number, county of origin and month of eligibility

Member’s date of birth

The Member’s room number (for stretcher patients only)

An emergency contact person with phone number for the Member

A destination contact person with phone number (where the Member is going)

Type of service required; ambulatory, wheelchair or stretcher. (If the Member has an electric

wheelchair, other mobility device or an escort, please be sure to specify that information.)

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GETTING A CAR

Learning to Drive Because of liability, World Relief does not ask any volunteer to help refugees practice driving. If you

choose to do so anyway, the risk incurred is your own. World Relief has a relationship with a local

driving school which may discount lessons for refugees. Contact your Volunteer Coordinator for

details. Please remind your friend of the legal consequences of driving without a license and driving

without insurance.

Donated Vehicles World Relief’s Car Donation Program makes it possible for a few refugees each year to receive a

donated car. When a car is donated, the Employment Specialists will evaluate our current clients and

determine the best choice for receiving a car. Usually this will mean giving a car to a person who is

able to provide rides to a few people who are all going to the same place of employment and thus

ensure employment for a group of clients. If you are interested in donating a safe, reliable vehicle,

please contact World Relief at 404-294-4352.

Purchased Vehicles World Relief advises all refugee clients against purchasing a vehicle without the help of an American

friend to help them avoid the traps and exploitative sales practices often employed by auto dealers.

Owning & Operating Your Own Car World Relief has developed a guide to “Owning and Operating Your Own Car” to aid our refugee

clients as they prepare for and purchase their first vehicles in the US. If your refugee friend would

benefit from this guide, please come to or contact World Relief to get a copy.

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FREQUENTLY ASKED QUESTIONS

How will we be able to communicate?

Refugees may understand some English. It might be difficult at first for you to understand English spoken with an

accent, but with practice and careful listening, it becomes easier. For refugees who speak little or no English,

improving their English skills is an important goal. You will be amazed at how effectively you and your refugee

partner can communicate using hand signals, pantomime, and dictionaries. See “Conversation Starters.”

What if we are not able to meet together every week?

Understandably, your schedule can be hectic. It is partly because of this that we recommend weekly meetings.

A regular routine will help give structure to your meetings. A commitment to your refugee friend will also help

her build trust. If you are not able to meet at your regularly scheduled time, contact her to reschedule. If one of

you must miss more than two meetings, please contact the Volunteer Coordinator.

Note: Sometimes the refugee will fail to show up at the appointed time and not call you to make other

arrangements. This can be very frustrating. This is sometimes caused by cultural differences. Please refer to

“Cross Cultural” section.

What if my refugee friend moves away?

Refugees are often separated from family and friends as a result of persecution in their own country and their

difficult journey to the United States. If a refugee locates friends or family in another part of the U.S., your friends

might move to join them. Such a move can take place suddenly and with little advance warning. After they

relocate to their new home, perhaps you can stay in touch by communicating through a phone call, letter,

email or social media. If you ever find yourself traveling to your friends’ new city, they may appreciate a visit

from you.

If your refugee friend moves away, you can be matched with another refugee family through World Relief.

Simply contact your Volunteer Coordinator.

What if I am asked to help out financially?

We recommend paying for events to which you invite your refugee friend. If you receive requests from a

refugee for cash to help meet other needs, do not feel obligated to give financial assistance. Depending upon

the nature of the request, you may or may not be able to help out. It is usually much more helpful for you to

assist a refugee in thinking through a problem situation rather than giving money as the first resort.

What if a refugee needs special help that I can’t provide?

You will undoubtedly encounter situations with refugees that are beyond your knowledge and understanding.

For example, immigration issues are frequently a confusing area for refugees and volunteers alike. Another area

of concern relates to specific mental health needs such as depression or post-traumatic stress disorder. Public

assistance and medical assistance regulations also can be very technical. Case managers and counselors are

available who have the specialized skills needed to handle these issues.

P a g e | 39

Please Note: For spills of blood, bloody saliva, urine, feces, or vomit on surfaces such as floors, counter tops,

bathtubs, etc., wear disposable gloves and clean up bulk of spill with paper towels or disposable rags. Then,

using a solution of 10 parts of water to 1 part disinfectant (such as ordinary household bleach), disinfect the

surface. Let it air dry. The used rags or paper towels should be placed in a leak proof container (e.g., a

plastic bag) and put in an outdoor trash container. If you have skin contact with these substances, wash

affected areas with soap under running water for at least 10 seconds.

FREQUENTLY ASKED QUESTIONS

Should we include other family members in our meetings?

As you get involved with one refugee family, your experience will likely evolve to include extended family

members as well. This has to do with the communal aspect of many of the refugees’ cultures—“a friend of mine

is a friend to my family and relatives.” Feel free to meet with others and involve them in conversation and

activities where you feel it is appropriate. If necessary for special events, you can make it clear that you do not

have resources (i.e. space in the car, time, or tickets) for all to attend. Family members will understand. Be

sensitive to the needs of your refugee partner and his or her family in planning the types of activities you do

together. If extended family and relatives are also newly arrived refugees being served by World Relief, you

should record any time, gifts and donations you share with them.

What if I run into problems?

If you run into problems, please contact your Volunteer Coordinator. Every effort has been made to give you

comprehensive materials, but all the answers cannot be found within this information. It is good to talk through

your problems and experiences with others, especially your Volunteer Coordinator.

How do I know that a refugee doesn’t have a criminal background?

An FBI “name check” is done prior to a refugee’s admittance to the U.S. For those refugees coming from

countries that are a current terrorist threat, they must go through a more extensive background check.

Nevertheless, it is wise to take the same general precautions with refugees that you might take with any new

acquaintance.

Can I be held liable for the actions of my refugee partner?

No, as in any other circumstances in the U.S., any individual is not held legally responsible for the actions of

another adult.

Is it possible that my refugee partner may have a communicable disease?

All refugees are screened before and after their arrival to the United States, and any conditions from mild to

major will be noted on their health forms. Active, contagious TB and leprosy are two diseases that may cause a

refugee to be termed a “medical denial.” However, refugees may come with such diseases as Hepatitis,

HIV/AIDS, Inactive TB, and parasites. Please see “Universal Health Precautions” on the next page for tips about

interacting in healthy ways with people (whether refugees, fellow church members, or friends).

Any further questions? Please contact your Volunteer Coordinator.

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CONFIDENTIALITY

From time to time the Volunteer Coordinator or family’s Case Manager may share details with you

about the family in order that you may better serve them. However, it’s very important that we all be

sensitive to the refugees we are working with and not share any personal details about their case

with others. We don’t always know how certain information may impact family members in the home

country if it reaches them or even how refugees may react if they feel we’ve betrayed their

confidence.

When sharing about the refugees you’re working with, here are some things to keep in mind.

Some examples of things to keep private:

The family’s names/their pictures if you are writing about your experiences in a newsletter/blog

Specific details about their case that may be “high profile” details. Ex: someone who is a

political refugee and news about their current status that may jeopardize the safety of their

family back home

Details about past traumas, current health/mental health issues

If you have a doubt about what you can share, ask yourself how you’d feel if someone shared

information like this with someone else about you.

Examples of things you can feel free to share:

Generalities such as, “I’m volunteering with World Relief serving refugees who are coming from

Burma.”

In general, why the people group you are serving have fled their home county: “The Burmese

fled because of ethnic persecution.”

When given permission first, photographs of the people you are volunteering with.

If you sharing your experiences in print, please change names.

When considering confidentiality, it’s probably always wise to err on the side of caution in what you

share with even your closest friends and family. Besides, the very reason we are serving refugees is to

help provide them with a place where they can feel safe to rebuild their lives. We should make sure

we don’t do anything to make that more difficult for them to do so.