Repository of Practices

Primary GCM Objectives

Secondary GCM Objectives

GCM Guiding Principles*

*All practices are to uphold the ten guiding principles of the GCM. This practice particularly exemplifies these listed principles.

Sustainable Development Goals (SDGs)

Dates

2005 - Present

Type of practice

Other

Geographic scope

Summary

YIMER 157 (which stands for Yabancılar İletişim Merkezi’ YIMer and means "Foreigners Communication Centre" in English) was put into service as a line belonging to the Ministry of Foreign Affairs in 2005 and was taken over by Presidency of Migration Management in December 2014, based on the authority given to Presidency of Migration Management by the Law on Foreigners and International Protection No. 6458.

YIMER 157, which has been operated by the International Organization for Migration (IOM) as an emergency help and notification hotline for victims of human trafficking since the day it was established, has been operating under the name of Foreigners Communication Center (YIMER 157) since 20 August 2015 (157 is free of charge in Turkey and from outside Turkey). It provides service from +90 312 1571112 (standard rate) numbers.

YIMER 157 also continues to function as a notification and helpline for victims of human trafficking and people who have been exposed to migrant smuggling, where they can find answers to all questions they ask about issues that fall within the scope of our Presidency, such as visa, residence, international protection, and temporary protection. YIMER 157, which has been serving 24 hours a day, 7 days a week in 4 languages (Turkish, English, Arabic and Russian) during its establishment period, has 6 languages for foreigners as of April 1, 2016, with the addition of German and Persian languages, and 7 languages with the addition of Pashto language as of January 1, 2020 (Turkish, English, Arabic, Persian, Russian, German and Pashto).

Emergency calls to YIMER 157 regarding human trafficking, migrant smuggling and other emergencies are recorded as notifications. While the details of the incident are recorded in all urgent calls, the coordinates of the person are determined by the foreign representative of YİMER 157 and the relevant law enforcement officers are contacted immediately. YIMER 157 also provides services through Twitter, Facebook, Instagram, website of the Immigration Administration, mobile application, e-mail, live support, fax and SMS channels.

Organizations

Main Implementing Organization(s)

Government of Türkiye

Detailed Information

Presidency of Migration Management, Ministry of Interior

Benefit and Impact

It provides information in terms of legislation for foreigners staying in our country and provides support in all kinds of emergency situations such as residence permit or visa application. In addition, it also acts as a hotline by providing services to victims of human trafficking. Foreigners and the host society benefit from the system. A survey study is conducted about the services provided in 4 terms a year. Satisfaction surveys are organized by selecting 1000 people by drilling method among the foreigners who call YIMER for each survey. In this way, the efficiency of the system can be measured.

Service time varies depending on the status of the incoming call and whether there is an emergency call or not.

Key Lessons

When a call is received on non-legislative issues and the answer is not known, referrals are made to the relevant institution and organization. In emergency calls, there may be concerns about whether the report is fake or not, but despite this concern, all emergency calls are meticulously followed and worked in coordination with law enforcement. Challenges are overcome with experience and regular training.

Every day, YIMER employees are faced with very different calls. and situation-specific work and process are being developed. All these processes are followed instantly.

Recommendations(if the practice is to be replicated)

Field analysis should be done well; personnel should be employed according to the call density; the technological infrastructure should be strong and technological innovations should be followed; regular trainings should be given in order to keep the personnel information up to date.

Innovation

What makes this application innovative is the operation of a professional call center and keeping the technological infrastructure strong. The application is sustainable, scalable at all times and instant reporting can be made.

YIMER is the first publicly supported contact center that switched to working from home when the first case of Covid-19 was reported in Turkey on March 11, 2020. 1.5 years of work from home has been done and it did not affect YIMER 157. In addition to the information and emergency help line within YİMER 157, a psychological support line can be established for all foreigners, primarily victims of war, victims of human trafficking.

Additional Resources

YIMER Website

Date submitted:

28 January 2022

Disclaimer: The content of this practice reflects the views of the implementers and does not necessarily reflect the views of the United Nations, the United Nations Network on Migration, and its members.