Intervention Department

Emergency Response and Crisis Support

Providing critical assistance in times of urgent need

Our Mission

The Intervention Department of Zomi Association of Malaysia is dedicated to providing emergency assistance and crisis support to Zomi refugees in Malaysia. We serve as first responders during arrests, accidents, medical emergencies, and other crisis situations, ensuring that community members receive timely help and protection during their most vulnerable moments.

In Malaysia, refugees face numerous risks including potential arrest, detention, accidents, and emergencies without adequate support systems. Our department works around the clock to provide immediate response, advocacy, translation services, and coordination with relevant authorities to protect refugees' safety, rights, and wellbeing during critical situations.

Department History

The Intervention Department was established in 2008 in response to the increasing incidence of refugee arrests and emergencies that required immediate, coordinated assistance. What began as an informal emergency response network has developed into a structured department with trained staff, established protocols, and 24/7 availability.

Over the years, we have assisted thousands of refugees during crisis situations, developing effective procedures and building relationships with authorities, hospitals, and other stakeholders to facilitate more efficient and humane responses to emergencies involving Zomi refugees.

ZAM Intervention Department Team

Our Intervention Department volunteers ready for emergency response

300+
Emergency interventions annually
24/7
Emergency hotline availability
15
Trained intervention volunteers

Our Intervention Services

Comprehensive emergency support for the Zomi refugee community

Arrest Intervention

We provide immediate assistance when refugees are arrested or detained, including translation, verification of UNHCR status, coordination with UNHCR, and support for families of those detained.

  • Immediate on-site response
  • Translation and communication
  • UNHCR verification coordination
  • Family liaison and support

Medical Emergency Response

Our team responds to medical emergencies, coordinating ambulance services, providing translation at hospitals, and ensuring proper medical care during critical situations.

  • Emergency transportation
  • Hospital translation
  • Medical coordination
  • Family notification

Accident Assistance

We provide support during accidents involving refugees, including on-site assistance, police report facilitation, insurance matters, and coordination with relevant authorities.

  • On-site accident support
  • Police report assistance
  • Insurance coordination
  • Legal guidance

Crisis Housing

For refugees facing housing emergencies due to eviction, fire, flooding, or other crises, we provide temporary shelter solutions and help with finding new accommodation.

  • Emergency shelter coordination
  • Temporary housing assistance
  • Relocation support
  • Basic necessities provision

Crisis Counseling

We provide immediate emotional and psychological support for refugees experiencing trauma or crisis, connecting them with longer-term mental health resources when needed.

  • Trauma first aid
  • Emotional support
  • Cultural sensitivity
  • Referral to continued care

Community Alerts

We maintain a communication system to alert the community about potential risks, immigration operations, scams targeting refugees, and other security concerns.

  • Timely security alerts
  • Safety information dissemination
  • Fraud and scam warnings
  • Preventive advisories

Our Emergency Response Process

How we handle crisis situations

1

Emergency Call Reception

Our 24/7 emergency hotline receives calls about crisis situations. Our trained operators collect essential information about the emergency, including location, nature of the crisis, and persons involved.

2

Rapid Assessment & Dispatch

The situation is quickly assessed to determine the appropriate response. Based on the emergency type and severity, we dispatch the appropriate intervention team and alert relevant partners (UNHCR, healthcare providers, etc.).

3

On-Site Response

Our intervention team arrives at the scene to provide immediate assistance, including translation, advocacy, emotional support, and coordination with authorities or emergency services as needed.

4

Stabilization & Coordination

We work to stabilize the situation by facilitating communication, ensuring proper procedures are followed, and coordinating with relevant stakeholders to address the immediate crisis.

5

Follow-Up Support

After the immediate crisis is addressed, we provide continued support including case monitoring, family assistance, referrals to other ZAM departments or external services, and documentation of the case.

Emergency Preparedness

Proactive measures to enhance community resilience

Beyond responding to emergencies, our Intervention Department works proactively to prepare the community for potential crises. We believe that education, preparation, and preventive measures are key to reducing the impact of emergencies when they occur.

Community Education

We conduct regular workshops on safety, legal rights, emergency procedures, and preventive measures. These sessions help community members understand what to do in various emergency situations and how to reduce risks.

Documentation Preparation

We help refugees organize and maintain important documents, including UNHCR cards, medical records, and emergency contact information, so these are readily available during crisis situations.

Emergency Contact Systems

We maintain a community emergency contact network, ensuring that vulnerable individuals have someone to call for help and that information can be quickly disseminated during widespread emergencies.

Preventive Security Measures

We provide guidance on reducing risks through safe housing selection, travel practices, document carrying protocols, and other preventive security measures tailored to the refugee context.

Emergency preparedness workshop

Community members participating in an emergency preparedness workshop

Intervention Success Stories

Real examples of lives impacted through emergency support

From Detention to Safety

"I was arrested while returning home from work, despite having my UNHCR card. The police didn't understand my documentation or recognize my refugee status. I was allowed one phone call, and I contacted ZAM's emergency hotline. Within hours, their intervention team arrived at the police station, explained my refugee status, coordinated with UNHCR, and secured my release. Without their quick response and knowledge of the system, I might have faced detention or even deportation. They not only helped in that moment but followed up to ensure I was safe and had proper documentation for the future."

Thang, assisted during arrest

Thang

Received intervention during arrest

Accident Emergency Response

"When my husband was involved in a serious traffic accident, I was terrified. We had only been in Malaysia for six months, and I didn't know how to get help or communicate with authorities. ZAM's intervention team responded immediately to my call. They came to the accident scene, arranged ambulance transport, accompanied us to the hospital, provided translation, and helped file the necessary police report. In the following days, they continued to support us, helping with insurance matters and coordinating with our employer. Their compassionate response made a traumatic situation manageable."

Nuam, received accident assistance

Nuam

Received assistance during accident emergency

Housing Crisis Resolution

"Our apartment building was severely damaged by a fire that started in another unit. In one night, my family and several other refugee families lost our homes and many belongings. ZAM's intervention team arrived quickly, worked with the fire department to ensure everyone was accounted for, and immediately arranged temporary shelter for all affected families. In the weeks that followed, they helped us find new housing, provided basic necessities, and connected us with resources for longer-term support. Their emergency housing response prevented homelessness during an already devastating situation."

Bawi, received housing crisis support

Bawi

Received housing crisis support after fire

Intervention Challenges & Solutions

Addressing the obstacles in emergency response for refugees

Limited Legal Protection

Malaysia is not a signatory to the UN Refugee Convention, creating legal uncertainties that complicate intervention during arrests and detentions.

Our Solution:

We build relationships with local authorities, provide education about UNHCR documentation, and work closely with UNHCR to facilitate recognition of refugee status during arrests.

Communication Barriers

Language differences create significant barriers during emergencies, particularly when communicating with authorities, healthcare providers, or other emergency responders.

Our Solution:

We maintain a team of multilingual volunteers, develop emergency translation materials, and provide basic language training for community members to use in emergencies.

Rapid Response Limitations

With limited resources and volunteers, responding quickly to multiple emergencies across different locations can be challenging, especially during peak times.

Our Solution:

We implement a zoned response system with volunteers assigned to different areas, develop triage protocols for prioritizing emergencies, and train community first responders to provide initial assistance.

Emergency Resource Constraints

Financial limitations affect our ability to provide comprehensive emergency support, particularly for costs related to medical emergencies, temporary housing, or legal assistance.

Our Solution:

We maintain an emergency fund, develop partnerships with service providers willing to offer reduced rates, and coordinate with other NGOs to share resources during major incidents.

Our Emergency Response Partners

Collaborations that enhance our intervention capabilities

The Intervention Department collaborates with various organizations and institutions to improve our emergency response capacity and provide more comprehensive support during crisis situations.

UNHCR Logo

UNHCR Malaysia

Coordination during arrests and detention cases, verification of refugee status.

Legal Aid Center Logo

Legal Aid Center

Pro bono legal assistance for refugees facing legal challenges during emergencies.

Hospital Logo

Local Hospitals

Coordination for medical emergencies and facilitation of care for refugees.

Red Crescent Logo

Malaysian Red Crescent

Collaboration during major emergencies and disaster response situations.

Join Our Intervention Team

The Intervention Department is looking for dedicated volunteers who can respond to emergencies, provide translation services, and support refugees during crisis situations. This role requires availability for emergency calls, emotional resilience, and a commitment to refugee protection.

We Need:

  • Emergency hotline operators
  • Translators for emergency situations
  • Volunteers with transportation for rapid response
  • Crisis support and advocacy volunteers
Learn About Volunteering Contact Us Today

Contact Our Intervention Department

Reach out for emergency assistance or information

Emergency Hotline

+60 12-345 6789

Available 24/7 for urgent situations

Office Phone

(603) 2142 6659 ext. 3

For non-emergency inquiries

Email

intervention@zam.org.my

For information and non-urgent matters

Department Head

Thang Bawi

Intervention Coordinator

Emergency Reporting Procedures

When contacting our emergency hotline, please try to provide the following information:

  • Nature of the emergency (arrest, accident, medical, etc.)
  • Location with as much detail as possible
  • Names and contact information of those involved
  • Any immediate risks or concerns
  • Whether authorities (police, ambulance, etc.) have already been contacted

Our team will respond as quickly as possible and provide guidance on immediate steps to take while they are en route.

Prepare Before Emergencies Happen

Join our emergency preparedness workshops and learn how to protect yourself and your family during crisis situations.

Register for Workshops