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Intercultural mediation in public services

Intercultural mediators were placed within the Portuguese public services to facilitate communication between public service employees and immigrants, and to improve the quality of service and care offered to non-EU nationals.

Project dates 01/06/2010 - 31/05/2011
Total budget€491 197
EU contribution75%
Name of the entity managing the projectHigh Commission for Immigration and Intercultural Dialogue
FundEIF
CountryPortugal

Project Description

The High Commission for Immigration and Intercultural Dialogue placed intercultural mediators within public services. The aim was to improve the quality of public services offered to immigrants and to help the integration process of non-EU nationals, encouraging positive interaction between immigrants and Portuguese society.

The mediators were responsible for facilitating communication between public service employees and immigrants using the public services. This involved promoting intercultural dialogue, facilitating a mutual understanding and respect between different cultures, and helping in the prevention and resolution of disputes.

Benefits and results

This project improved efficiency within the public administration and its customer service, ensuring that immigrants received proper care from public services. Work carried out by the intercultural mediators also resulted in their public service colleagues being better informed and more prepared to meet the specialised needs of non-EU nationals.

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