We all want to help in a stressful situation. That means behaving calmly and kindly towards refugees, fellow volunteers, and yourself. It also means addressing problems or bad behavior in an active and respectful way.

Treating everyone well

We welcome everyone without regard for nationality, language, religion, gender, or any other personal characteristic. This applies to refugees and volunteers alike.

Treating refugees well

Please make sure that everyone feels welcome and safe. And by everyone we mean EVERYONE.

We do not differentiate where they are from. Nationality, ethnicity, religion, sexual orientation, disability, age or gender DO NOT MATTER. We are here to help every human (and every pet) that arrives in Berlin.

There are special stations for BIPOC, LGBTQIA+, and Sinti&Roma. Please bring people there if they need special help. Make yourself familiar with the location of all important stations before getting started.

People arriving from Ukraine are in an extremely stressful moment. Your sensitive and kind behavior can help make things easier.

✅ Keep calm. You may encounter devastating situations — stay friendly and calm, and don’t make people feel more stressed than they already are.

❌ Don’t bring up difficult or emotional topics. Start by talking to people about their current needs and potential solutions.

✅ Give people the physical space they need. This is highly individual, so be aware of body language.

❌ Don’t approach a single person with a large group of volunteers; this can be intimidating.

✅ Be sensitive. Always be aware of the situation arriving people are in, and act accordingly.

❌ Avoid speaking directly to children, especially if you don’t speak their language. Even with good intentions, this can be intimidating.

❌ Do not put yourself in any type of danger. Contact the police immediately in dangerous situations.

<aside> ⚠️ No photos! No volunteer takes pictures or videos. Not for your private album, nor for your social media. If you see other people taking photos, ask them for their press ID. Without this, they should not take pictures of our guests → get in contact with coordinators or police/DB security. Respect peoples‘ privacy!

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Treating fellow volunteers well

Be understanding towards each other — we are all working for the same goals.

Don’t undermine or work against each other. If you think something could be done better, you can suggest solutions in a non-confrontational way. For all issues, the local coordinator is ultimately in charge.