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

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

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

Portugal as a host society to migrants: 388 Portugal as a host society to migrants: 388.731 citizens with a valid Residence Permit 2015 Imigration Reports, by SEF - Immigration and Borders Service

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

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

Main goals of CNAIM Give a integrated answer to migrants, allowed by the fact that they can find, in the same place, different public institutions and cabinets of support created with the goal of solving, in the very same visit, several questions related to their integration in Portugal. Investment in a real partnership and cooperation between the represented services and offices, which can share relevant informations and the same informatic system. Be a dynamic service, adapting the answers to the migrants’ needs. Fotografia(s) Paulo Teixeira/Humane Focus para o ACM, I.P

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

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

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

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

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

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

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

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

Other Support Services Play room for children; Pre-Sorting Service; Documentation Centre.

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

Added value for migrant citizens Integration of Services: Resolution of problems that involve various Government agencies and facilitation of access to various institutions; Response to a large number of questions: Legislation; Health; Education; Nationality; Employment; Family Reunification; Social Support…; Personalised service: Cultural and linguistic proximity; Deep knowledge of the subject.

Benefits of the CNAIM for Government Agencies Interaction among agencies allows for a faster resolution of processes; Optimisation of the processes and mutual support among agencies; Circulation of information among agencies is facilitated – Increased Security; Sharing of worries and the creation of more efficient processes; - Common working atmosphere.

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

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

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

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

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

www.acm.gov.pt www.facebook.com/ACMigracoes Thank you for your attention isabel.braz@acm.gov.pt www.acm.gov.pt www.facebook.com/ACMigracoes