Scenario 01 — Everyday Citizenship: rights, institutions, action

Module goal: build safety and make expectations realistic.
What should happen: participants know the working rules (voluntary participation, confidentiality, kindness, the right to take a pause) and what outputs will be created.
Trainer instruction: present the goal and plan (on a slide) and invite the group to add 1–2 additional rules on the flipchart.
Materials: slide “Goal and plan”, “Rules”, flipchart “Agreements”.
Most common difficulty: anxiety about an “official” topic → emphasise: these are exercises; we do not sign any official documents during the session.

Goal: loosen the atmosphere and activate cooperation.
Format: teams of 4.
Instructions for participants (on a slide/note): “In 6–7 minutes, find 10 things you have in common (e.g., music, memes, a favourite place in the city, sport). Write them down. Choose 1 item for a short presentation (30 seconds).”
Trainer’s note: do not judge answers; appreciate diversity and humour.

Goal: collect a baseline.
Instructions: share the code/QR, read each question, explain the 1–5 scale.
Evidence for reporting: photo/screenshot of results.

Module goal: participants match matters to an institution and a channel, and practise verifying information.
Format: table work in teams of 4–5.
Materials: Worksheet A for everyone + card decks (CASE/INSTITUTION/CHANNEL) on each table; markers; flipchart “Questions to check”.
Card set — examples:
CASE (min. 10 cards): PESEL number, Trusted Profile, Residence registration, Choosing a GP/Primary Care, Registering with the Labour Office, Certificate of income, Enrolling a child in school, Certificate of student status (university), Application for municipal housing, Social/academic scholarship.
INSTITUTION: Municipality/City Office; District Office; ZUS; Social Welfare Centre (OPS/MOPS); Labour Office (PUP); School/front office; University/dean’s office; GP clinic/Primary Care (POZ).
CHANNEL: In person; Phone; E‑mail/Online form.
Facilitation (step by step):
Explain the goal and rules (2’): “Match CASE → INSTITUTION → CHANNEL. Justify your choice in one sentence.”
Team work (15’): the trainer circulates and asks: “Who is responsible for this matter?”, “What will you do first?”
“Twist” after 10 minutes (5’): bring the card “Maksym — conflicting information online”. Task: write 3 verification steps (e.g., official website → phone → e‑mail requesting confirmation).
Quick presentations (8’): each table presents 2 selected matters and justifies the matching.
Wrap‑up (5’): the trainer writes 3 rules on the flipchart (e.g., PESEL/Trusted Profile → Municipality/City Office; school matters → front office; work/benefits → PUP/ZUS/OPS depending on the topic).
Success criteria: correct matching of at least 7/10 matters; ability to name the first step and where to verify information.
Typical mistakes and how to respond: confusing ZUS with OPS/MOPS → ask: “Is it a social benefit (OPS/MOPS), or insurance/pensions (ZUS)?”

Module goal: set a shared standard for communicating with an institution.
Materials: a slide with the three channels and the “6‑element rule”; examples of “good vs. weak e‑mails” (in the Appendices).
Content (explain in simple language):
Which channel when: a short question → phone; a complex case → e‑mail/online form + attachments; some matters require an in‑person visit.
The 6‑element rule in an e‑mail: Subject / Purpose / Brief description / Personal details / Attachments / Request for a date or confirmation.
Netiquette: polite tone, one topic per e‑mail, signature.
Evidence: photo of the slide for documentation.

Module goal: prepare a draft of your own e‑mail on a real topic.
Format: individual work + peer feedback in pairs.
Materials: Worksheet B (template with blanks); a mini rubric for assessment (in the Appendices).
Instructions:
Choose a real matter from Worksheet A (or your own).
Fill in the template (10’).
Pair exchange (10’): each person gives 2 compliments and 1 suggestion using the rubric (Specificity / Politeness / 6‑element structure / Request for a date).
2–3 examples in plenary (5’) — show “what we are looking for” (without judging people).
Success criteria: the e‑mail contains all 6 elements and fits into 6–8 sentences.

Module goal: turn knowledge into a concrete action plan for the coming week.
Format: individual work + short pair practice.
Materials: Worksheet C (7‑Day Plan), Worksheet 1 (Support Map), Worksheet 4 (Administrative checklist), timer.
Instructions:
Choose a matter (2’).
Fill in the plan: institution/contact person, channel, list of documents, date and time of action (15’).
Support Map (8’): add at least 1 person/NGO/online source you will contact (e.g., accompaniment at the office, translation).
Conversation practice (5’): in pairs, role‑play a short phone call: introduce yourself, state the purpose, ask about documents and dates — using prompts from Worksheet C.
Collecting “small steps” (5’): everyone marks their next step (sticker/dot on a specific day of the week on their worksheet).
Success criteria: the plan includes a specific date/time and a clearly named support person.

Goal: close the process and do a quick “before–after” check.
Instructions: repeat the 3 questions; ask for one sentence of reflection: “What will you use from today?”

What should happen: remind participants that trainer/volunteer support is available after the session; inform them about the next modules.
Documentation: collect consent to photograph outputs; take photos of flipcharts and worksheet examples (without personal data).