UNHCR Counselling Line: A Lifeline for Refugees in Türkiye

Türkiye continues to host one of the largest refugee populations in the world, over 3.3 million, mostly from Syria but also from Afghanistan, Iran, and elsewhere. Thanks to the flexible contributions of its long-term and reliable donor, the United States, UNHCR continues to respond to a wide range of needs from refugees and host community members.
The UNHCR Counselling Line in Türkiye plays a crucial role in supporting refugees by providing vital information, guidance, and support through what is sometimes their first point of contact with UNHCR. The stories of Akzhan, Hamada, and Fayaz, three Counselling Line service operators, provide insights into the diverse challenges refugees face and the comprehensive services UNHCR offers.

Akzhan: Navigating Complex Legal and Social Issues

Having worked at the Counselling Line for 1.5 years, Akzhan manages around 30 calls daily. She highlights the varied nature of the inquiries UNHCR receives: how to continue education, how to enrol their child in school, the legal procedures to get married, how to address gender-based violence situations, medical needs, resettlement, and potential deportation. “Here we deal with everything you can imagine about life,” she says.
She remembers an Afghan woman, a single mother, who called some time ago. Her husband had left without any word, and she had no income. As the conversation developed, Akzhan discovered that the woman was also a gender-based violence survivor. “I was the one who answered her call and felt obligated to see her in peace,” says Akzhan. She directed her case to the protection unit, resulting in the woman getting financial support and other vital assistance.
Akzhan mentions another call she received during the February earthquakes from a refugee who lost his whole family and also his legs. He didn’t have any income, and his disability, along with his refugee status, made finding a job even more challenging. UNHCR referred him for potential resettlement in another country, providing him with immediate support and hope for a better future.
 

Hamada: Providing Empathy and Practical Support

Hamada, the longest-serving member with more than four years of experience, stresses the importance of the service with the words, “When refugees call us, they speak to us like we are angels. First of all, they need someone to talk to. They always hang up thanking us for listening.”
He emphasizes the multifaceted nature of calls: “In the same call, we can hear many problems, legal, financial, housing… People we help might be threatened, beaten, or not accepted by their society. We receive calls like this,” he says.
Hamada says he is deeply affected when he sees family members fall apart. He says when he gets a call from a single mother left alone with her children, she has to fend for herself and her children. “She might cry day and night because I know she feels like she doesn't have any hope and means of livelihood. These cases highlight the critical need for timely and compassionate support we aim to provide here.”

Fayaz: Drawing from Personal Experience to Support Others

Fayaz's decade-long experience in Türkiye and his background in working with refugees lend him a deep understanding of their issues. His first encounter with UNHCR goes back to his childhood years; after leaving his home country of Afghanistan with his family, he remembers that UNHCR staff had welcomed them back when they voluntarily returned and gave him school supplies. “I was very moved at that time. I constantly asked my parents who UNHCR was, how, and where they worked. My curiosity is very deep and old,” he says.
He stresses the importance of the Counselling Line as a frontline support system, connecting refugees to necessary resources and services. Describing how informing a refugee about ways UNHCR could assist brought the caller to tears of joy, he highlights that this illustrates the profound emotional connection and reliance refugees have on UNHCR for their future and well-being.
Akzhan, Hamada, and Fayaz’s testimonies underscore the profound impact of the UNHCR Counselling Line, emphasizing its critical role in supporting refugees in Türkiye. Having worked extensively in the field of migration, Fayaz stresses the collective responsibility required to tackle the global refugee situation, stating, "We can overcome these problems together. A single country, a single institution cannot overcome this."
Fayaz’s perspective highlights the importance of global cooperation and the support of long-standing UNHCR donors for those who have entrusted their lives to host governments and to UNHCR and its partners. Through the unwavering support and flexible contribution of the United States, the UNHCR Counselling Line remains a lifeline for refugees, helping them navigate their challenges and build a hopeful future.