A new role for a better future for unaccompanied children: intercultural mediators

At first glance, it may seem like just another “important professional challenge”. However, for Sima Gholami, the first intercultural mediator in the team at the Center for provision community services Zagreb-Dugave, this role means much more. With genuine enthusiasm, motivation, and a deep personal connection, she sees this opportunity to help others and contribute to building a better future for unaccompanied and separated children, migrant families, and society as a whole. 

“My personal experience was my biggest motivation, as I have faced similar challenges myself. I want to be a valuable member of society. As a foreigner who has lived in Croatia for 33 years, I understand how crucial it is for children arriving from other countries to receive support. I am happy and grateful that UNICEF and the Center for provision community services Zagreb-Dugave have designed and established this service”, she begins her story. As of February 2025, Center for provision community services Zagreb-Dugave employs two intercultural mediators, within the “Supporting protection and integration of children and families in migration in Croatia” programme.

"One of the most significant activities within our cooperation with UNICEF, which is supported by the Swiss State Secretariat for Migration is that, thanks to these resources, we have employed two intercultural mediators. This service has greatly contributed to providing much higher quality care for unaccompanied children. Through the role and work of intercultural mediators, we are able to facilitate communication and explain cultural differences much more effectively, bridging the gap between the world they come from and the world they are entering", explains Božo Vrkljan, Head of  Center for provision community services Zagreb-Dugave and continues:

"The cultural mediator plays a key role in supporting communication with children and acts as an intermediary between the children and various service providers. The adoption of the Protocol on Procedures for Unaccompanied Children marked a major step forward, from providing healthcare to regulating the obligations of special guardians working with these children. Now, with the inclusion of intercultural mediators, we are adding further quality and opening up much better prospects for unaccompanied children."

Sima agrees, remembering her professional experience in Opatovac and Slavonski Brod during the refugee crisis, during which she has witnessed many challenges faced by unaccompanied and separated children and migrant families. She recognizes the same challenges to the present day. “I have seen tears in the eyes of single mothers who hadn’t slept for days and children who literally didn’t have the strength to take another step. That feeling, that desire to help, to share knowledge, to be part of a change that brings hope - this is what drives me.”

Education as a necessary strength for the new role  

After completing the “Living Diversity” education, organized by the Open Academy “Step by Step” and "Mental Health and Psychosocial Support (MHPSS) in emergency situations" in-house training, both organized with the support of UNICEF, held within the “Supporting protection and integration of children and families in migration in Croatia” programme, she feels more prepared for the challenges ahead. “I am happy that after everything Croatia has given me, I can give something back to society. I am grateful to UNICEF and the Center for provision community services Zagreb-Dugave for the effort they have put into this initiative. It is an honor for me to be the first intercultural mediator.”

She has learned, she says, how important it is to actively listen and understand the circumstances in which unaccompanied, separated and migrant children find themselves. “If I listen carefully, I can show more empathy and provide better guidance. Thanks to the training, I now have more confidence and feel empowered to work with children and their families.”

Overcoming prejudices

One of the biggest challenges in working with unaccompanied and separated children is overcoming prejudices. “Prejudices exist in every society, but they are particularly strong when it comes to these children. People assume they don’t want to integrate, that they neglect hygiene, or that they refuse to speak. But behind all of this are their difficult journeys, exhaustion, and trauma.”

She explains that giving them time and understanding is key: “You can’t expect children who have traveled thousands of miles and come from different cultures to adapt instantly. They need patience and support to find their place in society.”

Božo Vrkljan agrees, emphasizing the importance of building mutual trust and respect between staff and unaccompanied children, which is now, as he says,  much easier. "Children have someone of their own who can much easily explain them the possibilities, perspectives, and rights available to them. This approach certainly leads to the building of trust much more quickly and helps the children make decisions about achieving their own goals."

A message of courage and empathy

The most important lesson Sima has taken from the education is the courage to face challenges. “It is crucial to fight for children's rights, not to be afraid of challenges, and to call out prejudices. If someone unintentionally makes mistakes, it's important to show understanding, but also to explain that we can’t generalize. By doing so, we not only improve in our work but also become braver and more confident moving forward.”

"The work of intercultural mediators at our Center has contributed to significantly better care and support for this very vulnerable group of children. Before the programme funding for intercultural mediators expires, the Center for provision community services Zagreb-Dugave will strive to obtain approval from the relevant ministry for the intercultural mediator to be included in the Center’s official staffing structure as an indispensable link in working with unaccompanied children. This is especially important given that the need for accommodating a larger number of unaccompanied children is expected in the future", concludes Božo Vrkljan optimistically, wishing to continue creating an environment where every child has the opportunity for a happy and safe childhood..