Inspiring Approaches

WarsawHotline for migrants and refugees

What is inspiring?

The new telephone hotline from 2022 is an important step to centralise and offer accurate information to migrants and refugees in the city about legal counselling, bureaucratic matters, language courses and workshops among other things. It is one of the services offered by the Warsaw Multi-Cultural Centre, as the main provider of services to the migrant and refugee community in general.


Tel. +48 505 700 701

How does it operate?

The hotline is an information service in Polish, Ukrainian and English for all migrants and refugees in Warsaw running from Monday to Friday from 9:00 to 20:00 and from 10:00 to 17:00 on Saturdays. Users have access to all the relevant information around the procedures necessary for their bureaucratic processes and the activities available in the centre itself and in Warsaw as a whole.

Who initiated the project? How?

The Warsaw administration requested the Multi-Cultural Centre to introduce the hotline service due to the increase of arrivals from Ukraine. Since the centre is itself financed by the city administration on a biannual concession, the city added the hotline to the list of services to be provided to migrants and refugees.

What is the outcome?

It was initiated as a separate service for Ukrainians, but soon started being run as a service for all refugees and migrants. In 2023, a total of 39,372 individuals availed themselves of information and consultation services, including the hotline, demonstrating its efficacy and likely ensuring its continuation.

All inspiring approaches