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.
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.
Dealing with interpersonal problems
If you feel that someone is acting in bad faith, talk to the coordinators. They can deal with the person directly, and if necessary contact the police.
Treating yourself well
We are so thankful for your support! Please make sure to look out for your own safety! Situations here can get not only chaotic but physically and mentally exhausting.
Take breaks regularly, eat and drink enough, and feel free to go home at any time. Don’t burn yourself out in a few days. – (but don’t forget to bring back your vest please 😉)
In stressful situations, try to remain calm and remember you are not alone. If you feel overwhelmed, talk to other volunteers, take a break, or contact psycho-social support.
Do not put yourself in any type of danger. Contact the police immediately in dangerous situations. If you need to call an ambulance (112), let them know the nearest entrance to the station.
For more resources and ideas, see