Glossary: words you will come across
The social system speaks in jargon. Here is what the words really mean — so nothing catches you off guard on the phone or at the counter.
A service that first clarifies what you need and then refers you to the right place. Nothing is treated there — only sorted. hülf:me does exactly that, just online.
Your health insurance card. Many services want to see it — but not all need it. Each entry says whether it is required. Not having an e-card is never a reason not to go.
A facility you go to and then go home from — not a hospital, you don’t stay overnight.
A note from a doctor so another service takes you. Some services need it, many don’t. It says so at each entry.
Some professions must act when they learn of acute danger — e.g. call the ambulance. Serious services tell you this before you start talking. With us it’s listed at each entry under “Good to know”.
Counsellors, doctors and social workers may not pass on what you tell them — not to your parents, not to the police. Exception: acute danger (see duty to report).
A place where you can sleep tonight, without registration and without papers. Usually open from the evening. Not a permanent solution, but a safe start.
The first appointment. Usually: a short wait, then a one-on-one conversation. You don’t need to bring anything but yourself — and you decide what you tell.
When the health insurance or the city pays instead of you. Often has to be applied for — the service helps you with the application, that’s part of their job.
You don’t have to say your name. “Anonymous” with us really means anonymous: no account, no registration, no callback you don’t want.