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Volunteer Handbook

2020

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CONTENTS

WELCOME LETTER

OVERVIEW OF WORLD RELIEF

Mission, Vision, and Values

Global and Local Impact

GLOBAL REFUGEE REALITIES

Who is a refugee?

UNHCR Durable Solutions

Refugee Resettlement in the U.S.

OVERVIEW OF WORLD RELIEF SACRAMENTO

History of World Relief Sacramento

Refugee Resettlement in Sacramento Programs at World Relief Sacramento

VOLUNTEERING WITH WORLD RELIEF

Role of Volunteers

Volunteer Tools

Confidentiality & Policy Agreement

RESOURCES

Volunteer Toolkit

Logging Volunteer Hours on Track-It-Forward

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Welcome Letter

Dear Volunteer,

The world is facing the largest refugee crisis since World War II, with more than

79 million individuals forcibly displaced from their homes because of

persecution and violence. In the aftermath of WWII, World Relief began serving

those displaced by war and violence. More than 70 years later, we are still

serving refugees, expanding our work and expertise to the current reality of the

refugee crisis and partnering alongside thousands of local churches and

volunteers.

We are thrilled you are joining the movement of volunteers across the country

who are actively welcoming and befriending refugees. We believe this will be a

life-changing experience for you and for the refugees you befriend. This

ministry moves beyond charity to the mutual transformation that forms

through relationship.

We understand that beginning this journey can be overwhelming, but know

that it does not have to be perfect and that you are not alone. You are joining a

movement of hundreds of churches and volunteers throughout the U.S. who

are currently walking alongside their immigrant and refugee neighbors. The

World Relief Sacramento Staff is dedicated to guiding you in this experience.

We desire to serve and support you as you partner with us.

While each refugee enters the United States with a unique background and

story, many of them come from cultures that value relationship and

community. Having a volunteer to welcome them provides a positive beginning

and a sense of belonging in their new life in America.

Sincerely,

Kerry Ham Sacramento Office Director

…the protection of

refugees is not only the

responsibility of

neighboring States of a

crisis; it is a

collective responsibility

of the international

community.

ANTONIO GUTERRES,

UN SECRETARY

GENERAL

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Overview of World Relief

Mission, Vision and Values

MISSION

Empower the local Church to serve the most vulnerable.

VISION

In partnership with the local Church and community, World Relief strives to bring hope, healing, and transformation to the most vulnerable.

VALUES

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

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.

People whether staff, volunteers, clients, beneficiaries, donors, 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.

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.

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.

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

including local governments, the worldwide church, mission agencies, other NGOs, 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.

Prayer as the priority and foundation to accomplishing our mission.

HISTORY OF WORLD RELIEF

When did WR start?

In 1944 it began as The

War Relief Commission,

later changing it’s name

to World Relief.

Who started it?

Evangelical churches in

Boston.

What did they do?

Organized a nationwide

food and clothing drive

for refugees in war-torn

Europe.

How did we grow?

Extended relief efforts by

developing additional

programs in education,

agricultural training,

childcare, medical ser-

vices etc.

When did we launch our

refugee resettlement

program?

The State Department

recognized World Relief

as an official refugee

resettlement agency in

1979.

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Overview of World Relief

Global and Local Impact

For over 70 years, World Relief has been providing help where it’s needed most. Our

expertise gained in aid and development work gives us the ability to not only meet the

immediate needs of the vulnerable, but implement programs that lead to sustainable

growth and development—transforming once vulnerable regions into thriving

communities. World Relief works in 20 countries, has 15 U.S. offices and serves over 7

million vulnerable people each year. We partner with churches and communities to

provide vital programs.

DISASTER RESPONSE

Whether it is providing winter clothes for refugees fleeing war in cold climates,

medical supplies to help those fighting the spread of massively fatal disease or food for

survivors of famine, World Relief empowers survivors with tangible support.

HEALTH & CHILD DEVELOPMENT

World Relief’s health and child development programs work to ensure that treatment

and prevention of preventable disease are accessible. Our programs holistically

address the health and well-being of adults and children.

ECONOMIC DEVELOPMENT

World Relief and local church partners empower the most vulnerable to realize their

economic potential by teaching volunteers financial and agricultural methods that

benefit the individual and entire communities. Through simple savings techniques,

small loans and successful agriculture production, vulnerable people around the world

are breaking free from the chains of poverty.

PEACEBUILDING

World Relief coordinates and maintains a number of initiatives and partnerships to

help foster peace in dangerous conflict zones, with programs currently active in DR

Congo, the Middle East, Sudan, South Sudan and Pakistan. World Relief works through

local churches and faith-based organizations to establish foundations of harmony in

communities and incorporate women into the peacebuilding discussions.

REFUGEE & IMMIGRATION SERVICES

For over forty years as an official partner of the U.S. Department of State, World Relief

has been providing the expertise, services and relational connections our immigrant

and refugee neighbors need to flourish. In 2017, 32,000 refugees and immigrants were

welcomed, 11,000 were provided with legal services, 2,500 were assisted with

citizenship applications, and 6,500 volunteers were mobilized.

HISTORY OF WORLD RELIEF

Some noteworthy

assistance efforts:

- Care for internally

displaced Vietnamese

and refugee resettlement

for Vietnamese boat

people in 1970s.

- Famine relief in Ethiopia

during the 1970s and

1980s.

- Rebuilding homes in El

Salvador in 1987 after a

earthquake.

- Relief services during

the 1994 crises in

Rwanda and Former

Yugoslavia.

- Church-centered

trauma counseling after

9/11.

- Disaster aid after the

2004 tsunami in South

East Asia and Hurricane

Katrina.

- Partnered with MP

International in 2014 to

respond to the Ebola

epidemic in West Africa.

Learn more at: www.worldrelief.org/our-

history

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Global Refugee Realities

Who is a refugee?

According to the United Nations High Commissioner for Refugees (UNHCR), a

refugee is a person who, "is unable or unwilling to return to their country of

origin owing to a well-founded fear of being persecuted for reasons of race,

religion, nationality, membership of a particular social group, or political

opinion ."

In times of conflict, when someone flees their town or village, for their

immediate safety, but have not crossed the border of their country, they are

considered an Internally Displaced Person.

An immigrant is someone who chooses to leave their country and immigrate to

a new country to pursue varies opportunities.

An asylum seeker is a person who flees across the border of their country to

seek safety and submit a case for asylum in the country they fled to.

UNHCR & THE REFUGEE INTERVIEW PROCESS

The role and mandate of UNHCR is to provide legal and physical protection to

refugees, returnees and internally displaced persons worldwide, and to seek

durable solutions.

When an asylum seeker flees to a host country, they must register with UNHCR

in order to receive their protection. The asylum seeker will meet with UNHCR

staff, who will collect their basic biographical data. They undergo an extensive

interview, and if it is determined that the asylum seeker is in fact a refugee, a

UNHCR Refugee Certificate is issued to the individual and any eligible

immediate family members or dependents. This document is issued to protect

the refugee from forcible return to a country in which he or she would face

persecution.

STATISTICS

68.5 million forcibly

displaced people

worldwide

40 million Internally

Displaced People

worldwide

25.4 million refugees

worldwide

3.1 million asylum

seekers

22,491 refugees were

resettled in the U.S.

during 2018. This is the

lowest number in the

history of the U.S.

resettlement program.

Less than 1% of the

world’s refugees are re-

settled globally each

year.

The U.S. resettled

.0008% of the 25.4

million refugees in 2018.

Data from UNHCR figures at a glance: www.unhcr.org/en-us/figures-at-a-glance.html Refugee Processing Center: www.wrapsnet.org/

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Global Refugee Realities

UNHCR Durable Solutions

UNHCR evaluates a refugee’s case, in an effort to achieve a durable solution.

They strive to ensure that everyone can exercise the right to seek asylum and

find safe refuge in another country or return home voluntarily if the country’s

condition allows for a safe return.

VOLUNTARY REPATRIATION

The first - and the most preferred - solution for asylum seekers and refugees is

for them to be able to return to their country of origin safely and with dignity.

This option will depend on the security situation in their country of origin. If the

reasons for their flight no longer exist and conditions are conducive for their

return, UNHCR will promote voluntary repatriation.

LOCAL INTEGRATION

The second durable solution is integration in the country of refuge, provided

the government of the host country is willing to integrate the refugee within

the local community. This implies allowing refugees to participate in the socio-

economic activities of that country like its own citizens. UNHCR normally

reverts to this solution if the refugees are likely to stay in the country of refuge

for the foreseeable future without any prospect of repatriation to their home

country.

REFUGEE RESETTLEMENT

When voluntary repatriation and local integration are not feasible, refugee

resettlement to a third country is considered. There are about 30 countries that

accept UNHCR resettlement referrals, although most countries have very

limited resettlement quotas. Less than 1% of UNHCR refugees are resettled into

a third country every year. Therefore, due to these limitations, only the

neediest refugees are given the opportunity to resettle in a third country.

STATISTICS

Top Origins World

Wide:

1. Syria (6.3 million) 2. Afghanistan (2.6 million) 3. South Sudan (2.4 million) 4. Myanmar (1.2 million) 5. Somalia (1.0 million) Top Hosts: Initial host countries 1. Turkey (3.5 million) 2. Pakistan (1.4 million) 3. Uganda (1.4 million) 4. Lebanon (998,900) 5. Islamic Republic of Iran (979,400) Data from UNHCR global trends 2017: www.unhcr.org/globaltrends2017/

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Global Refugee Realities

Refugee Resettlement in the U.S.

THE U.S. REFUGEE ADMISSIONS PROGRAM (USRAP)

The United States Refugee Admission Program (USRAP) is based on U.S. law

defined in the Immigration and Nationality Act (INA) and the Refugee Act of

1980. The U.S. system of refugee resettlement has a long history of successfully

integrating refugees. Since the program began in 1975, the U.S. has welcomed

more than 3 million refugees.

REFUGEE ADMISSIONS CEILING

Each year, following consultations with Congress, the President sets annual

refugee admissions ceilings for each region of the world. This decision is based

on judgments about the numbers of refugees for whom admission to the

United States is the appropriate course of action, and the number the

government believes it will be able to bring to the U.S. during the next fiscal

year. In cases where global conflicts force significant numbers of people to flee

and humanitarian needs rise, law allows for an increase in the admissions

ceiling by a further Presidential Determination, following emergency

consultations with Congress.

FUNDING FOR REFUGEE RESETTLEMENT

The U.S. Refugee Resettlement Program is a public-private partnership. While

governmental grants assist in the initial resettlement of refugees, the success

of the program relies on the cash and in-kind donations, and volunteer hours of

individuals, churches, and foundations.

ADMISSION CEILING

The annual refugee

admission ceiling began

in 1980. The admission

ceiling averages at

70,000. It has been as

high as 230,000 (1980)

and low as 45,000

(2018).

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Global Refugee Realities

Refugee Resettlement in the U.S.

REFUGEE GROUPS ADMITTED INTO THE U.S.

The following three priority groups are permitted access to the U.S. Refugee Admission

Program.

PRIORITY GROUP 1 (P-1) Individual Referrals:

Individuals with compelling protection needs, or

Those for whom no other durable solution exists.

Individuals must be identified and referred to the U.S. Refugee Program by

UNHCR, a U.S. Embassy, or a non-governmental organization (NGO) located in the

country of asylum.

PRIORITY GROUP 2 (P-2) Groups of Humanitarian Concern:

Priority 2 is used for groups of special humanitarian concern to the United States

designated for resettlement processing. It includes specific groups of concern

identified by the State Department in consultation with USCIS, NGOs, UNHCR, and

other experts. The State Department develops new P-2 groups each fiscal year.

Some P-2 groups are processed in their country of origin while others are

processed in a second country like Iranians in Iran are processed through Vienna,

Austria by way of a visa program.

P-2 programs that World Relief Sacramento serves:

Former Soviet Union: applies to Jews, Evangelical Christians, Ukrainian Catholic

and Orthodox religious activists identified in the Lautenberg Amendment with

close family members in the United States.

Iraq and Afghanistan Special Immigrant Visas (SIV): Iraqis and Afghans may

qualify if they worked as employees of the U.S. Government, USG-funded

contractors, or the U.S. media and NGOs working in Iraq and Afghanistan.

Iran: applies to persecuted religious minorities (Mandean, Bahai, Jewish,

Zoroastrian, or Christian) living in Iran who have friends or family members in the

U.S.

PRIORITY GROUP 3 (P-3) Family Reunification:

Some individuals who were admitted to the U.S. as refugees or asylum seekers

may file an Affidavit of Relationship (AOR) for immediate relatives overseas. These

relatives must be: the parents, spouses, or unmarried children under the age of 21

of the individuals filing AORs; located outside their countries of origin; and be of a

particular nationality.

CEILINGS FOR PRIORITY GROUPS

Within the Proposed

Refugee Admissions

Report to Congress

(page 8) each Priority

Group has an admissions

ceiling.

The report breaks down

Priority Group numbers

based on geographic

location.

For a closer look at the Re-

port to Congress:

https://www.state.gov/

documents/

organization/274857.pdf

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Overview of World Relief Refugee Resettlement in the U.S.

SECURITY SCREENING OF REFUGEES ADMITTED TO THE U.S. Before a refugee receives their approval and visa to enter the U.S., they undergo a thorough, mul-

tilayered vetting process that can often take multiple years. The refugee screening process takes

place entirely overseas. This differs from those seeking asylum at the U.S. border. A person who

seeks asylum at our border lives in a U.S. Detention Center or receive a temporary visa to stay in

the U.S. while their claims are examined.

Priority is given to those who are deemed to be most vulnerable, including a majority who are

women or children. The vetting process for those being considered for refugee status is more

stringent than that of any other category of visitor or immigrant to the U.S. Once refugees are

identified for resettlement, UNHCR refers their cases to a country for resettlement.

All refugees referred for resettlement must undergo a series of intensive interviews and security

screenings. Refugees bound for the United States are interviewed by the Department of Home-

land Security, their backgrounds are researched extensively, and claims of persecution are investi-

gated. Refugees are also tested for communicable diseases and outstanding medical issues. The

screening process can take several years to complete. Once refugees clear the necessary medical

and security checks, their visas are granted and their flights are booked, the cost of which is cov-

ered by a travel loan that refugees are expected to repay starting six months after resettlement.

Shortly before their journey, refugees may be provided a brief cultural orientation to language,

culture, and life in the United States.

Refugees are assigned to one of nine non-profits, like World Relief, who will facilitate their initial

resettlement into their new community.

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Overview of World Relief Sacramento

History of World Relief Sacramento

World Relief Sacramento has resettled over 30,000 refugees into the

Sacramento community since 1989. The majority of refugees currently

resettled through World Relief Sacramento come from Ukraine, Russia,

Moldova, Armenia, Belarus, and Afghanistan. We have also resettled refugees

from Laos, Vietnam, Uzbekistan, Myanmar, Iran, Iraq and Syria. This past year

alone, the World Relief Sacramento office resettled over 1,063refugees

Refugee Resettlement in Sacramento

World Relief Sacramento works in partnership with federal government

agencies and other service providers to facilitate the resettlement of refugees

into our community. World Relief Sacramento resettles two primary

populations:

SPECIAL IMMIGRANT VISA (SIV)

Many of our new Sacramento neighbors are coming from Afghanistan under

the Special Immigrant Visa (SIV) Program. These persons have provided loyal

and valuable work to the U.S. Military and government based in Afghanistan

but as a result, have experienced serious threat.

LAUTENBERG PROGRAM

World Relief Sacramento has a long history of resettling refugees from the

Former Soviet Union through the Lautenberg Program. This program granted

refugee eligibility to citizens of the Former Soviet Union who were targets of

religious persecution during the Soviet era. Those who were resettled through

this program and are legal U.S. residents can apply for family reunification for

their immediate relatives. In 2004, religious minorities from Iran became

eligible for resettlement via this program.

STATISTICS

The World Relief

Sacramento office

resettled 1,894 refugees

between October 2016

and September 2017.

Between World Relief Sacramento and the other resettlement agencies, it is estimated that over 5,250 refugees began a new life in Sacramento in 2017. TOP COUNTRIES OF ORIGIN COMING TO WRS Former Soviet Union: Ukraine, Russia, Belarus, Moldova, Kazakhstan, Uzbekistan, Armenia The Middle East/South Asia: Afghanistan, Iraq, Syria, Iran

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Overview of World Relief Sacramento Refugee Resettlement in Sacramento

CORE SERVICES

World Relief Sacramento is responsible for providing every refugee with the following basic services defined and

mandated in our Cooperative Agreement with the State Department. These services are referred to as “Core Ser-

vices" and are completed during the 90-day official resettlement period. World Relief can refer some Core Ser-

vices to other institutions.

Services Provided by World Relief Sacramento

Interpretation: World Relief provides appropriate language interpretation/translation for core services.

Airport Reception: World Relief Sacramento arranges for the refugee to be met, welcomed, and assisted at the airport.

Housing: Each refugee is provided with decent, safe, sanitary, and furnished housing immediately upon arrival. This includes both temporary and permanent housing.

Furnishings and Basic Household Items: Required furnishings and items for basic needs according to our Cooperative Agreement are provided at the time the refugee arrives to their designated living space.

Transportation: In addition to providing orientation about transportation in the local area, refugees are provided transportation to core services (applying for public assistance, social security, school enrollment and employment services).

Pocket Money: Pocket money is cash provided to refugees throughout their first 30 days. It may be used to buy whatever they deem appropriate.

Food: World Relief ensures that all refugees receive culturally appropriate, ready-to-eat food and at least one day’s worth of addi-tional food supplies and staples including baby food as necessary.

Next Calendar Day Home Visit: All refugees are visited in their home or temporary residence on the next calendar day after arrival. During the home visit, World Relief staff make sure the refugees have enough food and are healthy. World Relief staff provide a basic orientation on housing and personal safety precautions, including what to do if there is an emergency.

30 Day Home Visit: All refugees receive a second home visit within 30 calendar days of their arrival. This visit is meant to address needs or questions they may have at that time.

Cultural Orientation: Cultural orientation classes are provided within the first month of arrival and held in the families' native language.

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Overview of World Relief Sacramento Refugee Resettlement in Sacramento

CORE SERVICES

Services Provided by Local Institutions

Public Assistance: Refugees are assisted by World Relief in applying for cash assistance at the Department of Human Assistance (DHA) within 7 business days of arrival. Families also have access to food stamps (CalFresh) and Medical Insurance (Medi-Cal). The DHA Caseworker will oversee all aspects of the services they receive from DHA.

Social Security: All members of the family will be transported to the Social Security office to apply for a Social Security number and card. It may take up to 6 weeks to receive the social security card by mail.

English as a Second Language (ESL): All refugees are assisted in enrolling in ESL classes. They may choose not to attend, but World Relief should do everything possible to assist them in enrolling, regardless of English ability or interest.

Employment Services: Employment is recognized as one of the most significant elements in successful resettlement. World Relief assists employable refugees enroll in employment services. Non-employable refugees are enrolled in oth-er services, as appropriate.

School Enrollment: All school-aged children are registered for school within 30 days of arrival.

Selective Service Registration: Selective Service Registration is required for applicable members (all males between the ages of 18-28. World Relief assists with the registration process.

Health Services: Refugee health screenings, for every individual, must be completed within 30 days of arrival. World Relief ensures transportation to these health screenings. While the family will receive ongoing care from their primary care provider, these initial 2 appointments provide them with a general health checkup, immunizations, if necessary, and resource guides for specific health conditions or medical needs.

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Overview of World Relief Sacramento

Refugee Resettlement in Sacramento

REFUGEE INCOME SOURCES

For more information about available funds and budgeting, please visit our

Employment and Finances section of the Volunteer Toolkit.

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Overview of World Relief Sacramento

Programs at World Relief Sacramento

REFUGEE RESETTLEMENT

There are many components to our work in Refugee Resettlement. We have

multiple grants to provide resettlement services to our new neighbors. Our

main resettlement program is called Resettlement and Placement (R&P). These

cases are open for 90 days and refugees access cash benefits from the state.

Our second resettlement program is Match Grant (MG). In addition to the R&P

program, a Match Grant case is open for a total of 180 days with a 4-month

cash payment (as an alternative to accessing public cash benefits) and

participants utilize our Employment Services department for job search and job

preparation classes.

The Employment Services program, funded by a county grant, allows us to

enroll employable individuals (with cases at World Relief or elsewhere) and

assist in providing job readiness training and job search through the work of

our Employment Team.

Through the same grant as our Employment Services, World Relief facilitates

Vocational English as a Second Language (VESL) classes to individuals coming

through World Relief or other agencies. Beginner English learners will learn

English for the work place during classes held four days a week.

IMMIGRATION LEGAL SERVICES (ILS)

In addition to our Refugee Resettlement program, World Relief Sacramento

serves the immigrant community by providing legal services in the area of

immigration law. The United States Department of Justice recognized the need

for affordable immigration services and set up a process in which non-attorneys

could become credentialed to offer legal advice in immigration cases. The

Immigrant Legal Services Program of World Relief Sacramento exists to partner

with local churches and the wider community to help our immigrant neighbors

as they seek to follow the immigration laws of the United States.

DOMESTIC WORLD RELIEF PROGRAMS

World Relief has three

domestic programs:

Refugee Resettlement,

Immigrant Legal Services

(ILS), and Anti-Human

Trafficking.

Our local World Relief

office in Sacramento

provides 2 out of the 3

services.

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Good Neighbor

Good Neighbors help refugee families adapt and

adjust to American life by providing friendship

and practical care through regular visits over 6

months. Good Neighbors work with World Relief

to determine how to best support the unique

needs of their matched family.

Volunteering at World Relief Sacramento Volunteer Opportunities

Transportation

Help transport refugees form the airport to their new home or to initial services such as medical appointments and school enrollment.

Hospitality

Assist with delivering meals or groceries to refugees, shopping for Welcome Kits (reimbursable), or helping to organ-ize the World Relief warehouse.

Host Home

Provide lodging for your new neighbors on an as-needed basis, spanning from a couple of days to a week.

Employment

Support our new neighbors through employment assistance, mentorship and interview practice.

English

Assist our vocational English instructor and students during class times in groups and individually or as an in-home ESL tutor.

Immigration Legal Services

Serve our immigrant clients by assisting with citizenship workshops and the provision of legal services.

Good Neighbor Team

A Good Neighbor Team (GNT) is a small group of

people from a local church or community that part-

ners with World Relief to welcome and walk along-

side a newly arrived refugee family for a 6-month

commitment. Teams work with World Relief staff

to determine ways they will assist the family.

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Volunteering at World Relief Sacramento

Roles of Volunteers

Volunteers play a vital role in the work of World Relief. Their service and friendship to

refugees provides a sense of welcome and community. While volunteers may assist

World Relief and families with resettlement services, our ultimate vision is to see them

come into long-lasting friendship with refugees.

GUIDING EXPECTATIONS

When refugees first arrive, they are often in ‘crisis mode.’ There are more needs than

any one person can supply and the process of building independence takes time.

Relatives, community resources and World Relief Sacramento exist to help refugees

move towards self-sufficiency.

There are times when volunteers are surprised by the limitations of the services

resettlement agencies provide. Part of the experience of volunteering is entering into

some of the realities of social work, government services, and under-served

communities. Volunteers may encounter situations where a refugee family is not

getting the types of services they (the volunteer or the family) believe they should

receive and think, “World Relief is not doing their job.” In these circumstances, it is

important to consult with World Relief in order to clarify our role and responsibilities

for each family we resettle. While our desire is to provide the utmost care for each

family, our staff capacity limits our ability to exceed the core services set by our

contract with the State Department. While there are families that have unique needs

and require additional care, it is important for us to maintain consistency of service to

all of the families we serve.

Refugees often come to America with high expectations about what their life will be

like here. As a volunteer, you can help guide the expectations of refugees in the

following areas:

RESETTLEMENT WILL NOT BE EASY

Economic assistance from the government is short-term

It will take time to find a job

Cars are very expensive to buy and maintain

It is normal to feel frustration and anxiety about the many adjustments

Resettlement case managers are working with up to 15 families at a time. They

may not be able to help with additional needs

BIBLICAL IMMIGRANTS AND REFUGEES

Abraham and Sarah =

Immigrants

Rebekah = Family-based

immigrant

Jacob = Refugee

Joseph = Victim of

Human Trafficking

Moses = Refugee

Ruth = Family-based

immigrant

David = Refugee

All of Israel = Forcibly

displaced

Jesus = Refugee

Paul = Employment–

based immigrant

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Volunteering at World Relief Sacramento

Role of Volunteers

CROSS CULTURAL ADJUSTMENT FOR REFUGEES

Culture shock happens because the values, traditions, customs, and beliefs one carries

may vary greatly from the new culture one now lives in. It takes time to adjust to a

new lifestyle and to make new friends. While each person undergoes adjustment at his

or her own pace, successful adjustment usually includes passage through the following

four stages. Going though these stages takes anywhere from a few weeks, to months,

to years!

The Honeymoon Stage

The first adjustment stage is characterized by a sense of anticipation, exhilaration, and

excitement. Refugees may experience fascination with their new surroundings.

Although they may not fully understand their surroundings at this time, they are eager

to fit in. America is great! Everything is new. Refugees have a spirit of cooperation and

want to please the people they meet.

The Hostility Stage

This adjustment stage is characterized by feelings of frustration, anger, anxiety, fear,

mistrust and sometimes depression. The initial excitement gives way to frustration

with the bureaucracy, the weariness of communicating in English every day, and in

some cases, physical discomfort or other problems. Although not fully aware of it,

refugees probably react to these stressors by rejecting and displaying hostility toward

the new environment. It is important for them to keep in mind that they are not alone

-most individuals in their position experience these emotions to some degree and are

able to overcome them in due time.

The Humor Stage

This stage occurs when refugees begin to relax into their new surroundings and begin

to laugh at minor mistakes and misunderstandings which would have caused them

major headaches in the hostility stage. By now, they have made some friends and

adjusted to the complexity of the new life here.

The Home Stage

The final adjustment stage comes when refugees have retained the allegiance to their

home culture, but also "feel at home" in their newly acquired one. They may now have

successfully adjusted to the norms and standards of the new environment, and should

be commended for the ability to live successfully in two cultures.

Responses to Immigrants

Integration

People who maintain

their home culture but

also adopt aspects of

their new culture. Also

known as biculturalism.

Assimilation

People who do not

maintain their home

culture but fully adopt

their new culture.

Separation

People who maintain

their home culture and do

not adopt any aspects

the new culture.

Marginalization

People who do not

maintain their home

culture, nor do they adopt

aspects the new culture.

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Volunteering at World Relief Sacramento

Role of Volunteers

CULTURE SHOCK OR CULTURE FATIGUE

“Culture fatigue” describes the gradual accumulation, day by day, of stress from encountering the many differences in a new culture. Situations that can trigger Culture Fatigue include:

Normal habits of communication (customs of politeness, idioms, expressions of emotion, etc.) do not work the way they expect.

They do not understand the language and must heavily rely on translation

and decision making which feels like it is done for them, leading to a sense of lacking agency.

People behave in ways that are not customary in their country. Sometimes, it is not clear to them what the rules for appropriate, customary behavior is.

They find that people have surprisingly different values and beliefs in this culture regarding the importance of family, money, time, religion or other things.

They feel that no one knows them for who they really are. People may not know or care who their family is, and their previous accomplishments, profession, or job positions seem unimportant – they are now “only” a refugee.

Despite all these stresses, they are expected to function with full competence.

Symptoms of Culture Fatigue

It is not unusual for refugees to experience some of the following symptoms from culture fatigue: exhaustion, irritability, depression, homesickness, sleep

difficulty, anxiety, a desire to withdraw, or unexplained weeping. Many people experience one or more of these symptoms between two months and a year into their stay in the foreign country. Normally, these symptoms will come and go, and eventually pass.

TIPS FOR CULTURAL ADJUSTMENT

The following are

suggestions you can

make to someone going

through the cross-cultural

adjustment process:

Encourage them to listen

and observe.

Remind them to ask

questions.

Validate their initial

evaluations, judge-

ments and compari-

sons to their home cul-

ture.

Suggest they be

receptive and curious

while adapting to their

new surroundings.

Reassure their feelings

of anxiety and

frustration since these

are normal responses.

Encourage them to find

humor in the little

mistakes.

20

Volunteering at World Relief Sacramento

Volunteer Tools

GUIDING PRINCIPLES

Cultural and Religious Sensitivity

Ethnocentrism is attributing what something in another's culture according to

preconceptions originating in the standards and customs of one's own culture. This

can lead to thinking your way of doing things is better than another's way of doing

something. We're trying to avoid is ethnocentrism, but it's natural.

When we think about our own culture or own personalities, we don't like to be

stereotyped, instead we want to be afforded generosity and not be put into a box.

Therefore, we should afford that generosity to a culture that's different to us.

Refugee families will probably want to get to know you, your beliefs, and values.

Please make sure that the conversation is mutual and do not challenge or disparage

their faith. Once you build relational trust, conversations about religion become an

easy subject because this can be a shared value. Remember, you don't need to be an

expert!

Self-Awareness

One of the most effective ways for you to be equipped in a cross-cultural friendship is

self-awareness of your own culture, your own personality and your own value systems

so that when you confront things that are different you can stop and ask yourself,

"Why is this bothering me or causing me anxiety?" Be open and curious and maybe

even start deconstructing some of your assumptions. They may also have assumptions

about you but you will journey together, allowing both of you to grow.

Empowerment

Empowerment is important because the resettlement process is an innately

disempowering experience. Even though World Relief believes in empowerment, we

participate in the experience of disempowering this family: we choose where they live,

who their is caseworker etc. and they don’t have a choice in the matter.

For more information, please refer to the Befriending Refugees section of the

Volunteer Toolkit.

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Confidentiality & Policy Agreement

Policy

State and federal law generally govern the confidentiality of medical and personal information of

individuals, and requires that such information be held as confidential without proper release of

information from the individual. Thus, all newly arriving refugees are asked to sign release of

information forms, permitting WR to discuss information that “may be helpful to [his/her] successful

resettlement.” Newly-arrived refugees also receive an orientation on their rights to privacy.

WR staff, and approved interns and volunteers, who are involved in case planning and service

provision can access and communicate with each other essential health and medical information

pertaining to a client’s employment and financial stabilization, classroom performance, school

services, or specialized case management. When health conditions and medical information do not

directly influence these areas (i.e. HIV, other STDs, forms of TB), only staff members who are

directly involved with medical follow-up will have access to the information. These staff members do

not have permission to release this information to other staff or volunteers. If the client chooses to

share medical information with any additional staff or volunteers, that individual must maintain the

confidentiality of the client by not sharing the information with anyone else. For questions about

specific cases, please contact the Program Manager. However, medical information will not be

released without the client’s permission.

Agreement

All information and/or verbal communication pertaining to clients and volunteers, including but not

limited to name, gender, age, ethnicity, national origin, appearance (including photos and video

footage), medical/physical condition, mental condition, location of residence, government-issued

numbers and entire personal history is strictly confidential. Further, this information is strictly

prohibited from being used in any public venues or on the Internet, personal blogs, social-networking

sites such as Facebook, Twitter and Instagram, unless written permission is given by the individual or

guardian.

As someone with access to such information through verbal communication, person-to-person

interaction, case file documents and/or volunteer applications, you are required to maintain this

information in a confidential manner. Any unauthorized access to, modification, deletion or

disclosure of client/volunteer information will be deemed a compromise to the integrity of our

programs and a violation of individual rights of privacy and may constitute a criminal act.

Distribution, reproduction and verbal communication of any confidential information (as noted

above) outside of intention and approval of the refugee client/volunteer are strictly prohibited.

Illegal access to or misuse of this information is subject to punishment. Furthermore, refugee

program case files and volunteer applications are for the use of authorized persons only.

22

Resources Volunteer Toolkit

World Relief Sacramento's Toolkit is a one-stop shop of resources and information you might need as a vol-

unteer to best support the refugee families and to enrich your experience. Volunteers can find information

on:

Housing and Arrival

Resettlement

Social Services and Important Documents

English and Education

Employment and Finances

Health

Community Orientation

Befriending Refugees

Please take a moment to jot down this webpage's URL (https://worldreliefsacramento.org/volunteer-toolkit)

and bookmark the page. The toolkit is hidden and only accessible to WRS volunteers.

If you come across a section in this toolkit you would like to speak into further, either through your expertise

or resources that you have come across, feel free to reach out to our Volunteer Coordinator's Team!

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Resources Logging Volunteer Hours and Donations

By tracking your volunteer hours, you are helping World Relief convey the impact that volunteers have on

refugees. You are also impacting future refugees. The grants supporting World Relief look to see proof of

community involvement. In fact, the future and/or expansion of some grants are actually dependent upon

this proof.

Track it Forward: Instant Volunteer Logging in 3 Easy Steps!

1. Create an account on the website (cannot be done on the Smartphone app)

Go to: www.trackitforward.com

Find our organization using the hyperlink below "Get Started" (do not use the “Get Started” button)

Search for: “World Relief Sacramento”

Create a User Account. Please complete all fields – you only have to do this step once!

2. Download the App on your Smartphone

If you cannot find it under "Track It Forward," try “Volunteer Time Tracking” or “OurVolts” (no space)

Apple users (iPhone/iPad/iPod Touch): Open iTunes, search and download

itunes.apple.com/us/app/volunteer-time-tracking/id821890515?mt=8

Android users: Open Google Play, search and download

play.google.com/store/apps/details?id=com.ourvolts.track&hl=en

3. Log your Hours/Mileage (any time after you complete a service): TWO options!

Smartphone: Open “Volunteer Time Tracking” app, sign in, complete and click “Submit Hours”

Website: “Sign In” at the top corner of: www.trackitforward.com

Click orange “Log Hours” button, complete and click “Submit Time” (and sign out!)

*Please Sign Out after each submission!

- If the app is accidentally opened I may

receive false entries (esp. if you have

little ones!)

- Sometimes the app “forgets” who you

are if you haven’t logged in recently and

will require you to log in and fill out the

entry a second time