Afghanistan crisis – updates for operators

On this page you can find the latest updates and guidance on handling calls relating to the Afghanistan crisis.

Information for Afghan Refugees in the UK

A guide to life in the UK for people from Afghanistan, including information on British Red Cross services, support with health, wellbeing and family tracing.

Please use the table below as a guidance:

What is the call about?The caller is seeking
emotional support and
wants to talk to someone
about how they feel.
The caller enquires
about
connecting
with their family

in Afghanistan.
The caller is seeking
advice related to the situation.
What should you put in the case notes?‘Afghanistan – Emotional support’‘Afghanistan – Reconnect family’‘Afghanistan – Advice’ 
Where to signpost?Use CALMER framework
to handle the call.

If appropriate, signpost:

https://www.gov.uk/guidance/support-
for-british-and-non-british-nationals-
in-afghanistan


For non-British Nationals in
Afghanistan, or family members of
a non-British National in Afghanistan,
who are in need of assistance,
there is a phone line
available: +44 (0)2475 389980.

For British nationals, or family
member of a British national in
Afghanistan the phone line available:
+44 (0)19 0851 6666 and
select the option ‘Consular services
for British nationals’.
BRC International Family Tracing
local services
– if the
caller has no contact with their family,
don’t know where they are.

BRC Local Refugee Services
– if they know where their
family is and need help
with reuniting with them.
https://www.gov.uk/
guidance/support-for-
british-and-non-british
-nationals-in-afghanistan


For non-British Nationals
in Afghanistan, or family
members of a non-British
National in Afghanistan,
who are in need of assistance,
there is a phone line
available: +44 (0)2475 389980.

For British nationals, or
family member of a British
national in Afghanistan
the phone line available:
+44 (0)19 0851 6666
and select the option
‘Consular services for
British nationals’.

In case there is anything else they are calling about that is not covered in the above-mentioned categories, please mention “Afghanistan Query” in the start of the summary notes.