📋 Workshop package overview
Workshop goals
Target group: ages 18–30 • 15–20 people • Format: in‑person
Time: 180 min (short version: 120 min)
KNOWLEDGE
Recognising the roles of institutions and channels of contact
SKILLS
Matching a case to an institution, writing an e‑mail
ATTITUDES
Proactivity and civic responsibility
Colour palette
#ff1d58
#f75990
#fff685
#00DDFF
#0049B7
🏛️ Map of institutions
Meet the key institutions and their roles in civic life:
City/Municipal Office
UM/UG
PESEL, Trusted Profile, registration of residence, municipal housing
Identity documents Housing mattersZUS
Social Insurance Institution
Contributions, benefits, pensions, allowances
Insurance BenefitsLabour Office
PUP
Unemployment registration, benefits, courses
Work TrainingSchool/University
Educational institutions
Enrollment, certificates, scholarships
Education DocumentsClinic/Primary Care
POZ
Family doctor, tests, referrals
Health PreventionMatching scheme: CASE → INSTITUTION → CHANNEL
1. CASE
Identify the issue
2. INSTITUTION
Choose the competent office
3. CHANNEL
Decide how to contact
📞 Communication channels
Phone
When to use: Short questions, urgent matters, verification
Advantages: Quick response, chance to clarify
E‑mail/Form
When to use: Complex cases, attachments, documentation
Advantages: Written record, attachments possible
In‑person visit
When to use: Matters requiring a signature, complex procedures
Advantages: Direct contact, easier explanations
📧 6‑part e‑mail template
1. SUBJECT
Example: Question about registration procedure at the Labour Office — Jan Kowalski
2. PURPOSE
Example: I am writing to request information regarding...
3. SHORT CONTEXT
Example: I am a graduate and would like to register as unemployed...
4. PERSONAL DATA
Example: Jan Kowalski, PESEL: XXX, phone: XXX
5. ATTACHMENTS
Example: I am attaching a scan of the diploma...
6. REQUEST FOR DATE/CONFIRMATION
Example: Please let me know when I can come in person...
📅 7‑day plan — action timeline
Sample schedule for handling an administrative matter:
🔍 Identification and research
Actions: Define the case, find the competent institution
Channel: Internet, office website
Time: 30–60 minutes
Preparation📞 First contact
Actions: Call the office, verify information
Channel: Phone
Time: 15–30 minutes
Verification📄 Preparing documents
Actions: Gather required documents, scans
Channel: Own work
Time: 60–90 minutes
Documentation📧 Sending the e‑mail
Actions: Write the e‑mail using the 6‑part template
Channel: E‑mail
Time: 20–30 minutes
Communication⏳ Waiting for a reply
Actions: Monitor inbox, prepare for visit
Channel: E‑mail
Time: Check twice daily
Monitoring🏢 Visit at the office
Actions: Handle the case in person
Channel: In‑person
Time: 60–120 minutes
Finalisation📖 Trainer guide
🎯 Learning goals and outcomes
💡 KNOWLEDGE
Participants recognise the roles of offices/institutions (City/Municipal Office, County Office, ZUS, Labour Office, Social Assistance, school/university, clinic/primary care) and 3 channels of contact (in person/phone/e‑mail/form) and netiquette rules.
🛠️ SKILLS
They match the case to the institution and identify the first proper step; write a concise e‑mail (6 elements); plan actions on a 7‑day horizon (what? when? which channel? with whom?).
❤️ ATTITUDES
Proactivity, responsibility, kind communication, sensitivity to language and cultural differences.
⏰ Workshop agenda (180 min)
🚀 Opening and group agreement
Present goals, set working rules
🤝 Integration “10 things in common”
Teams of 4, finding common points
📊 Mentimeter PRE
3 self‑assessment questions (1–5 scale)
🎲 Module 1: “Map the institutions” game
Matching CASE → INSTITUTION → CHANNEL
☕ Break
📚 Mini‑input: channels + e‑mail template
Communication with offices — essentials
✍️ Module 2: Writing the e‑mail
Individual work + peer feedback
📅 Module 3: “7‑day plan” + “Support map”
Action planning + identifying support
📊 Mentimeter POST + reflection
Repeat the questions + reflection
🎯 Closing
Summary, after‑session contact
♿ Accessibility (WCAG)
- Contrast: main text black on white; colour used as accent
- Typography: min. 14 pt on handouts; line‑height ≥ 1.5; left‑aligned
- Plain language: short sentences, bullet lists, bolded keywords
- Alternatives: alt text for graphics/QR; clear links
- Language sensitivity: allow fictional examples; mixed‑language pair work possible
📄 Workshop materials
📋 Card A: Map of institutions
Matching task CASE × INSTITUTION × CHANNEL
Decision game 35 minutes📧 Card B: E‑mail with blanks
Fill‑in template based on the 6‑part structure
Writing workshop 25 minutes📅 Card C: 7‑day plan
Action schedule with specific dates
Planning 35 minutes🤝 Card 1: Support map
Identify helpful people and organisations
Support network✅ Card 4: Checklist of matters
Checklist of the most important administrative matters
Tool📊 Slide deck
Full set of slides for running the workshop
Presentation⭐ Workshop evaluation
📊 PRE/POST questions (scale 1–5)
1. I know the first steps for matters: school/work/housing
2. I know where to find local information and contacts
3. I know at least one person/organisation I can turn to
📝 Success criteria
- Module 1: min. 7/10 correct matches; indicate the first step and a verification source
- Module 2: complete 6 elements, 6–8 sentences, clear purpose
- Module 3: specific date/time + a named person/support