When someone asks for help, the process may seem simple from the outside: a person contacts an organisation, receives information, and is referred to the right service.

But in reality, effective support often involves much more than sharing a phone number or an address.

For Ukrainian refugees adapting to life in Estonia, Lithuania, or Latvia, accessing healthcare, social services, legal assistance, or psychosocial support can involve unfamiliar procedures, language barriers, uncertainty, and difficult personal circumstances.

This is why navigation and individual accompaniment are essential parts of accessible support.

Within RefAid BaltHUB, the journey from the first request to accessing a relevant service may include several important steps.

Step 1. Understanding the Person’s Situation

The first step is not simply providing an answer. It is understanding what kind of support a person actually needs.

When someone contacts RefAid BaltHUB, a counsellor may ask additional questions to clarify the situation, identify urgent needs, and understand what has already been done.

A person does not need to know the exact name of the service they are looking for or describe their problem using official terminology.

Sometimes the initial request is as simple as: “I need help, but I don’t know where to begin.”

The counsellor’s role is to help turn that uncertainty into a clearer understanding of possible next steps.

Step 2. Identifying Relevant Services

Once the situation becomes clearer, the next step is identifying which services may be appropriate.

Not every organisation provides the same type of assistance. Available options may also depend on the person’s location, circumstances, eligibility, and the services operating in their area.

A counsellor can help explore relevant opportunities, identify suitable organisations, and explain which services may respond to the person’s needs.

This is particularly important when someone is navigating a new country’s healthcare, social, or administrative system for the first time.

Step 3. Making Referrals Understandable

A referral should be more than simply sharing contact information.

Even when a person knows which organisation to contact, they may still have questions about how to access the service, what documents are needed, how to arrange an appointment, or what to expect during the process.

Within RefAid BaltHUB, navigation may include explaining the next steps, helping a person prepare for contacting a service, and clarifying practical requirements.

The aim is to make the referral useful and understandable rather than leaving the person to navigate another unfamiliar process alone.

Step 4. Providing Accompaniment When Needed

In some situations, information and referrals may not be enough.

A person may need additional support when communicating with an institution, preparing for a consultation, understanding official procedures, or identifying further steps after receiving a response.

Depending on the situation and available resources, RefAid BaltHUB may provide individual accompaniment or help connect the person with relevant services.

This support is particularly valuable when language barriers, health concerns, previous negative experiences, or complex administrative procedures make accessing assistance more difficult.

Importantly, accompaniment is not about making decisions instead of the person. It is about helping them understand their options and move forward with greater confidence.

Why the Process Matters

The journey between the first request and receiving support is not always straightforward.

For some people, a single consultation may be enough to identify the next step. Others may need additional information, several referrals, or ongoing accompaniment to navigate more complex circumstances.

This is why support should be flexible and responsive to individual needs.

A person seeking assistance should not be expected to understand an unfamiliar system before receiving help. Clear communication, confidentiality, respect, and a non-judgemental approach can make the process safer and more accessible.

Within RefAid BaltHUB, partner organisations — EHPV in Estonia, Association Demetra in Lithuania, and AGIHAS in Latvia — work to help Ukrainian refugees access relevant services through information, counselling, navigation, peer support, and referrals.

The aim is not simply to provide information, but to help people understand how to use it in their own circumstances.

You Do Not Need to Know the Entire Pathway

One of the most important messages for people seeking support is simple: you do not need to know every step before asking for help.

You do not need to identify the right organisation, understand every procedure, or have all the necessary information ready.

Sometimes the first step is simply describing your situation and asking what options may be available.

RefAid BaltHUB can help clarify your needs, explain possible next steps, and identify an appropriate pathway to support.

Because access to a service does not begin when someone finds its name. It begins when they understand how to reach it.

If you are unsure where to begin, reach out to RefAid BaltHUB for a consultation.