How Alight Is Guiding Ukrainian Refugees to Safe Havens

No matter who or where you are, becoming a refugee is overwhelming. It means navigating a new, complex, and evolving world of options, all while fleeing everything you’ve ever known. And for Ukrainian refugees, that trauma—and transition to a new kind of reality—is only just beginning.

For years, we have been talking with refugees all over the world—from Syrian refugees living in Turkey and Germany, to Somali refugees living in Kenya, to Congolese refugees in Uganda—to try to better understand the shared experiences and unique challenges they face. One of the insights that’s become clear through all those conversations: people need a guide through what is very often the most painful and confusing time of their lives. They’ve never been a refugee before, and the lack of information—and abundance of misinformation—can be dangerous.

Now, as the heartbreaking Ukrainian refugee crisis unfolds, people need those guides again. That’s why Alight is stepping up to guide Ukrainians to safety, bridging the gap between services offered by Silicon Valley and the sanctuary that people so desperately need.

A Historic Humanitarian Crisis

Since February 24th, the war in Ukraine has destroyed neighborhoods and lives, and has forced millions of people to flee increasing chaos and violence. Over four million Ukrainians have fled. Two million have crossed over to Poland. This is a historic humanitarian and refugee crisis.

Alight’s rapid response team has been on the ground at the Ukrainian-Polish border since the beginning. We’re meeting displaced Ukrainians at critical moments on their journey to help them process, re-orient, connect, and navigate. People are understandably distressed, traumatized, and in need of support both physical and emotional. Many people want to remain close by Ukraine, so that they can return quickly if the situation improves.

Our emergency response is focused on supporting Ukrainians—a human-centered effort that begins with deep listening in partnership with Kuja Kuja, our user feedback tool. Equipped with the data gathered by Kuja Kuja, we’re doing the doable, responding in real-time to the expressed needs of displaced Ukrainians. That looks like warm blankets, cots, heated tents, medical supplies, and more. We’re creating safe havens for some of the most marginalized and vulnerable, including short-term housing for LGBTQI+ refugees, child-friendly spaces so that children can play and heal, and volunteer rest stations so that first responders can take a minute to recharge. We’re also guiding families to safe housing with our Housing Guides, in partnership with Airbnb and other housing chains.

Being the Bridge: Connecting Refugees to Airbnb

Early on, Kuja Kuja helped identify housing as a top concern for new arrivals. And yet, our teams on the ground knew that there were housing options being made available through Airbnb—but Ukrainians didn’t know about them. Or if they did, they weren’t sure how to navigate those options.

So, we’ve launched Housing Guides, Alight Ukrainian team members who meet new arrivals where they are: at the border, train stations, and digitally by text or WhatsApp. The volunteer Guides work to connect people to safe, quality housing resources and can book accommodations directly using the Airbnb app (and other platforms).

We’re now one of just a few Airbnb partners with access to book families directly into temporary housing. The families that we interact with have two options: we can share Airbnb vouchers so that they can do their own booking, or we take care of the entire process for them. So far, we’ve booked nearly 200 families directly into temporary housing options through Airbnb – that’s 1,566 days of safe, reliable housing! …and $200,000 in donated lodging from Airbnb.

Some of the bookings are made in person at places like the Przemysl Train Station. Some are happening over WhatsApp, with people connecting to us through social media or online forms. Then our Guides take it from there, helping families determine what they need and what’s next.

When it’s safe and possible to return, many Ukrainian families will want to go back as quickly as they can. That’s why many have stayed in Poland or in neighboring countries rather than going further into Europe. Short stays in Airbnbs are the perfect solution. But housing is still a challenge. And Alight will continue to do everything we can – with partners like Airbnb – to help families into safe, flexible housing.

Powered by Ukrainians

Housing Guides are Ukrainians. All conversations are happening in Ukrainian—as refugees flee across the border, they’re put at ease when they encounter not just a friendly face but someone who has experienced the same challenges and fears that they have.

The role of the Guides is to help facilitate the housing arrangements, but it’s also to help answer any questions that refugees might have—they’re there to bridge the gap between people and the sometimes-confusing resources that exist to support them. We’re the connectors, making sure families get info and resources they need, when they need it.

Like many of our global initiatives, it’s all about Finding Others, bringing amazing people in and opening the doors to those who want to work alongside us. Even in times that feel dark and overwhelming, it’s those very people who shine the brightest, who remind us that the world is abundant—and that there are plenty of people who, when given the opportunity, will share their time and their talents to help.

Walking Alongside Refugees As They Face An Uncertain Future

No one is certain what the future will bring for Ukrainians—it’s impossible to predict what the coming months, weeks, or even days will look like. That’s why we’re still listening closely, talking to people about what they need most as things change—and then responding accordingly.

One of the ways in which we’ll continue to work is through our Insight Guides—volunteers who use Kuja Kuja to gather information and insights, which they then share with our response teams and Housing Guides. It’s that close-to-the-ground information that will allow our efforts to be nimble and responsive.

We’re also developing a Digital Guide, a shareable tool that has all the useful information in one place. The guide will start with how to navigate housing and build to resources for accessing legal support, education, healthcare, and other services. This Digital Guide will be available to refugees once they’ve crossed the border, but it will also be available to people still in Ukraine who are making the difficult decision to stay or leave.

Through 40 years working with displaced people, we know that emergencies are chaotic. And there is an ever-changing world of pathways and options, and things to think about when making every decision. A lack of information or disinformation can be life-threatening. That’s why we’re there to help new arrivals gain access to safe and trustworthy services—as a guide and a connector, a light to shine the way.

{Airbnb co-founder Joe Gebbia with Alight’s Nina Kachalenko and Andezu Orionzi at Przemysl Train Station in Poland}