Frequently asked questions

Who, how, what?

> What is clarat?

clarat is an online platform where you can find help and support services. We can help you find the help you need. But we don't offer advising or counselling services ourselves. There are experts for that. And it's their support you will find here. On clarat family and on clarat refugees:

  • clarat family helps children, teenagers and families who have problems. And who are looking for help nearby. Here you can easily find help. Help for yourself, your family and your friends. Or for other children, teenagers and families you know. If you want to understand what clarat family is all about, you can watch this short video.
  • clarat refugees helps refugees who are looking for support nearby. You can easily find help here. Help for yourself, your family and your friends. You can also find help if you are not a refugee yourself, but know refugees who need help.

> Why does clarat exist?

In Germany, there are lots of support programmes and services. For people who really need help. However, these services can often be hard to find. Sometimes, for example, you might not be sure what you should look for. Or maybe it's not clear who you should contact. And this is what we want to change.

> How does clarat work?

First of all, enter your problem. And then tell us where you are. Then you'll find all the support services near you. Or support you can get using your phone or the internet. Have a look here for a more detailed explanation about how to get help. When you click on one of the support services, we'll tell you what to do next. For example, if you should make a phone call. Or just go by in person.

> Is clarat free of charge?

clarat is and always will be free of charge. Everyone can use clarat for free. Everyone can search on clarat family for help and support for children, teenagers and families for free. And everyone can search on clarat refugees for help for refugees for free.

> Can I search anonymously on clarat?

Searching on clarat is always anonymous. That means that no one at clarat will know your name or your address

> Is the information on clarat up to date?

We regularly check to see if the information on clarat is still up to date. Because this is the only way we can ensure that clarat is really helpful for children, teenagers, families and refugees. If the information is out of date, then we will update it.

> Is clarat available for all of Germany?

You can use some of the support services at clarat family and at clarat refugees from anywhere. No matter where you live. A lot of the support services help you over the telephone. Or over the internet. This could mean using e-mails, chat or online forums. But a lot of support services can help you right there, in your local area. At clarat refugees you'll soon find support services for lots of big cities in Germany. At the moment, this means Berlin, Hamburg, Munich, Dortmund, Dusseldorf, Cologne Nuremberg and Stuttgart. On clarat family we've started with Berlin. Here you can find a lot of support services. And we're collecting more and more. And soon we'll have support services for other large cities in Germany, too.

> What is special about clarat?

clarat shows you the help you can get in your local area. All the information you need is in one place. Our layout is simple and clear. And we tell you exactly what you need to do to get help. We write in a clear, simple language. So that everyone can understand what we've written. Because at clarat we want to help everyone who needs help. Even people who don't speak very good German. On clarat, you can read about the support services in other languages, too. If you want to know more, click here.

> Who is behind clarat?

clarat was founded in 2014 by the Benckiser Stiftung Zukunft. This is a family foundation which has been helping children and teenagers for a long time now. And now, with clarat refugees, refugees too. Watch this video to learn more about the foundation.

> Who finances clarat?

The money for clarat family and clarat refugees mostly comes from the Benckiser Stiftung Zukunft. However, we would like to have even more supporters on board in the future.

> How long will clarat exist?

clarat family and clarat refugees are intended to be long-term projects. This means that you'll be able to find help on clarat in the years to come. For now, the support services are mostly in Berlin. But we'll start adding other cities and regions to clarat soon.

> Is clarat’s programming code open source?

clarat’s programming code is open source. The link to our code can be found here.

> Does clarat offer an interface to download and edit data?

For the time being, clarat does not offer an interface to download and edit data. We may have an interface in the future, but this is not entirely certain. For now, we are primarily compiling and sorting data. If you are interested in such an interface, please contact us.

> Who can find help on clarat?

clarat is for everyone – with just one click you can decide whether you want to search on clarat family or clarat refugees:

  • clarat family is for children, teenagers and families who need help. It doesn't matter whether they have problems in their families, with friends, at school, or somewhere else.
  • clarat refugees is for all refugees in Germany: for children and teenagers, for men and women, and for families. For everyone who has fled their home country and now needs help.

clarat can also be useful for people who want to help others. People like teachers, neighbours and friends.

> Which issues can clarat family help me with?

On clarat family you can find different support services and programmes for all different kinds of problems. We have organized them for you by topic:

  • Family problems
    This is where you can find help if you have problems in your family. For example, problems because of arguments. You can also find help for many other problems. Things like parenting problems. Or children growing up. Any member of the family can find help here. There's support for children as well as for parents.

  • Health
    This is where you can find help if you have problems with your health. For example, if you don't feel well, because you are sick. Or if someone in your family is ill. Or if you or someone you know has problems with addiction. You can also find here if you have problems during your pregnancy.

  • Learning and working
    This is where you can find help if you have problems at school. Or in a vocational training programme. You'll also find help if you’re having trouble finding a vocational training placement. Or if you’re looking for a German language course.

  • Everyday worries
    This is where you can find help with day-to-day problems. They can be big problems or small problems. For example, if you have money problems or if you're living on the street. But you'll will also find help here if you are looking for something to do in your free-time. Or if you need support filling in forms and applications.
  • Violence
    This is where you can find help if someone has hit or abused you. You'll also find help here if you’re having trouble with aggression yourself. Or if you've committed a crime.

  • Emergency
    This is where you can find help if you are in a crisis situation. If a support service’s title says day and night that means you can reach someone at any time. No matter how late it is.

> Which issues can clarat refugees help me with?

On clarat refugees you can find different support services and programmes for all different kinds of problems. We have organized them for you by topic:


  • Family problems
    This is where you can find help if you have problems in your family. For example, problems because of arguments.You can also find help for many other problems. Things like parenting problems. Or children growing up. Any member of the family can find help here. There's lots of support for children here. And lots of support for adults, too.

  • Health
    This is where you can find help if you are ill. Or if you're pregnant. You can also find support services to help you if you have problems because of war or torture. Or if you have a disability. Here you will find doctors and psychologists who help refugees.

  • Learning and working
    This is where you can find help if you have questions about learning and working in Germany. Questions about nursery schools or childcare facilities. Or questions about schools. Or if you want to find out what you need to do to study at a university or college. Or how to find a job or a place in a vocational training programme. And you'll find lots of different German language courses here, too. And integration courses for refugees.

  • Living in Germany
    This is where you can find help if you’re having problems with public offices. For example, problems because you don’t speak German. Here you can find someone who can translate or interpret for you. Or someone who can come with you to appointments. But you'll also find other kinds of support here. too. We will show you places where you can get food. Or furniture and clothing. You’ll also find support services where you can meet other people. For example, at places like sports clubs or cooking classes.

  • Violence
    This is where you can find help if you have been hit or experienced violence. Or if you were tortured in your home country. But you can find other help here, too. For example, if you want to leave an extremist group.

  • Emergency
    This is where you can find help if you are in a crisis situation. If a support service's title says day and night that means you can reach someone at any time. No matter how late it is.

> How can I find help fast in case of an emergency?

On the right side of the main page you will see a flash or a lightning bolt symbol. If you click on the flash, you'll see support services for emergency situations. These support services can help you if you need help urgently. This means if you need help fast. If a support service says day and night, that means you can reach someone at any time. No matter how late it is. You can also find support services where you can get help over the telephone or online, if you prefer.

> How can I find the right kind of help?

There are two ways of looking for support services:

  • If you know the word describing your problem or the help you need, then enter the search term in the search field where it says What? on the main page. In the search field where it says Where? you can enter a location. You can also click on the word Where? first and then on the tab Use my location. Then click on the magnifying glass and press Enter. You will be shown all the support programmes in your area.
  • If you don’t know the exact word describing your problem you can try searching our categories. If, for example, you’re having trouble with your homework, you can click on the book. On the left side, you'll see a selection of terms on the topics of learning and working. Pick one. Enter a location in the field that says Where? You can also click on the word Where? and then on Use my location. Then click on the magnifying glass and press Enter. You'll be shown support services in your area.

> Will I find help that is free of charge?

Many of the support services that you'll find on clarat are free of charge. However, there are also some support programmes which you'll have to pay for. But that doesn’t necessarily mean you'll have to pay for them yourself. Sometimes your health insurance can pay the costs for you. Or a public administration office might cover the costs. Or a public authority. The best thing to do is always to ask the organization directly. That way, you can make sure the support service is free of charge for you.

> Will I find help where I can stay anonymous?

Some of the support services you'll find on clarat can be used anonymously. That means that you don’t need to tell anyone your name. If a service can be used anonymously, this will be stated under What do you have to do? If it isn't mentioned there, it'is best to ask the organization directly.

> Can I find help regarding disabilities on clarat family?

If you're a child or teenager, you can find help if

  • you have a mental disability. That means if you are suffering from long-term psychological or emotional problems.
  • you have a parent with a disability. It doesn't matter whether they have a mental or physical disability.
  • you have a brother or sister with a disability. It doesn't matter whether they have a mental or physical disability.

> How can I filter my search?

First of all, start looking for help. If you want to know how you can find the right kind of help, you can read about that here. Once you're on the results page, you'll see the button Show search options. If you click on it, you'll see different filters. You can use these filters to narrow down your search.

  • Child's age? You can enter your age here. Or the age of the child who needs help.
  • Language? You can enter your native language here. You will be shown the help that is offered in your language. If you don’t select a language, then you'll be shown support services where German is spoken.
  • Who is this help for?? You can choose who the help is for here. If you're looking for support for your whole family, click on for families. If you're a child and you are looking for help for yourself, click on for children and teenagers.
  • Gender? You can select whether you are looking for support only for boys and men or only for girls and women here. If you don't select anything here, you'll be shown both options.
  • How? You can decide what kind of help you want here. If you'd like to find support programmes where you get help in person, click on in person. But if you'd prefer to stay at home, click by telephone or online. Then you can choose between support services where you get help over the telephone or through e-mail, chat, an online forum, or online courses.

> Why can’t I find what I’m looking for?

There could be several reasons for this.

  • It could be that your search term can’t be found. In this case, you should try another search with a different word. If you can’t think of another word, try searching by clicking on our icons. On clarat that means: search by categories. You can read about it here.
  • If you live in the countryside and can’t seem to find any support services nearby, enter the name of the nearest city in the search box that says Where? Or try searching for help offered via telephone or online.
  • Another reason could be that we haven’t compiled any information on support services in your district or city yet.
  • Or we don’t yet have any matching support services in our database. In order for us to change that, we need your feedback. If you can’t find what you’re looking for, please send an e-mail to post@clarat.org.

> What can I do if I don’t know whether a support service or programme is the right one for me?

First of all, you should check what kind of problem the support service helps people with. You can find information in the description under What’s it about? If you don’t think that a support service provides the right kind of help for you, try a different one. If you’re still not sure, try contacting the organization. Usually there’s a number you can call or an e-mail address. You can find these contact details under How can you get in touch?

> How do I find help if I’m not looking for myself but for someone else?

On clarat you can also look for help and support for others. For example, you can look for help for a friend. Or if you're an uncle , help for your nephew. Or if you're a mother, help for your child. Or if you're a teacher, help for your student. However, we usually talk to the person who will be receiving the help. So often we're talking to the children and teenagers.

Do you have questions about the language used on clarat?

> Why does clarat use simple language?

Everybody looking for help on clarat should be able to find it easily. That’s why the clarat-language was created. And the clarat-language is easy to understand. Because it uses clear, simple language. And because clarat is for everybody, everybody should be able to understand the clarat-language. Children, teenagers. and families. People from different countries. People who were born here. And those who've just arrived. People who speak German well and those who don’t.

Do you have questions about using clarat in different languages?

> Which languages are available on clarat?

You can read all of clarat’s pages in German and English.

> How can I use clarat in my language?

You can select your language at the top of the page. Google Translate will then automatically translate everything into your language. Since it’s an automatic translation, there might be a few mistakes. The translation might sound a bit strange sometimes.

> Why do the texts sound so strange in my language?

Google Translate generates automatic translations. This is why there might be a few mistakes. This means that the translation might not always be entirely correct.

Do you have questions regarding your organization?

> Why are my organization’s support services listed on clarat?

Your organization provides help for children, teenagers and families. That’s why we’ve included your support services on clarat family. We want to people who need your support as quickly and easily as possible.
Or perhaps your organization’s support services provide help for refugees who have fled to Germany. That’s why we’ve included your services on clarat refugees. We want to give refugees quick and simple information about where they can find the help they need.

> What does clarat do for my organization?

clarat family helps children, teenagers and families find your organization’s support services. clarat refugees helps refugees find the support they need. Your organization’s support programmes can only be found if people know about your organization. To make sure that everybody really understands the kind of help your organization provides, we explain everything in clear, simple language. What's more, all the support services can be automatically translated into a variety of languages, too.

> How can I find my organization’s support services on clarat?

You can enter the name of your organization in the search field where it says What?. And your location in the search field that says Where? Then you'll be shown a list of support services provided in that location. If your organization is based in more than one location in Berlin, then just enter Berlin in the search field where it says Where?

> Why are the descriptions of our support services on clarat so different from the ones we have on our website?

All the support services on clarat are described in simple language so that everyone can find help as easily as possible. Using simple language means that complicated things sometimes need to be explained in a simple way. Some ideas need to be simplified. Doing this ensures that the automatic translation is much better. If you think that something should be explained differently, please let us know. You can send an e-mail to post@clarat.org.

> My organization offers just one support service. But on the clarat page this one service is listed as many. Why?

We want to help people find help as easily as possible. This is why we've split up your organization’s support services so that there is just one service for each specific problem. That way people looking for help can find exactly the help they need.

> Why can’t I find all of my organization’s support services on clarat?

In Germany, there are a lot of different support services for children, teenagers, families and refugees. But clarat is still under construction. So it's possible that we haven't been able to include all of your organization’s support programmes on clarat yet. Or we might have decided that not all of your organization’s programmes should be included on clarat at this time.

On clarat family you can only find:

  • services that help people with problems
  • services people have to pay for only if they are provided by charitable organizations

and you will not find any services that solely provide medical help

On clarat refugees you will not find:

  • refugee reception centres or refugee shelters
  • church asylum or sanctuary programmes
  • online platforms for donations or volunteering

> I found a mistake or I want something to be changed. What can I do?

Get in touch with us. You can tell us where we made a mistake and what you would like us to change. You can write us an e-mail at post@clarat.org or call us on +49 (0)30 55 57 96 00.

> Why isn’t my organization on clarat?

There are two possible reasons for this:

  • It could be that we haven’t started compiling information about offerings at your organization’s location. clarat is being developed gradually. It is thus possible that we haven’t had a chance to include your organization yet.
  • It is also possible that your organization’s offerings don’t match our criteria. clarat only includes offerings on very specific topics. You can find out what those topics are here. If you want us to include your organization’s offerings on clarat, let us know. You can send us an e-mail to post@clarat.org or call us at +49 (0)30 55 57 96 00.