A few kilometres from Foggia, the informal settlement of Borgo Mezzanone is home to thousands of migrants. In an environment where access to essential services remains a challenge, cultural mediators play a crucial role in bridging the gap between the migrant community and institutions. Souleye Wague, a cultural mediator with INTERSOS, shares his experience and daily commitment to supporting those living in this reality.
Can you tell us a bit about yourself? How did you become a cultural mediator with INTERSOS?
I have been working in Foggia for nine years. I came directly here from my home country, Senegal. Becoming a mediator was not really a choice – it feels like something I was born into. I speak many African languages and dialects, and when I arrived in Italy, I began helping people in reception centres, translating and explaining things they did not understand. When the pandemic hit in 2020, everything came to a standstill, and an organisation contacted me. I was already familiar with Borgo Mezzanone – I had friends there, and I visited often. INTERSOS saw that I was already part of that world and explained the role of a mediator to me. I immediately liked it. Supporting people, living close to them, being a point of reference – it all gives me great satisfaction.
What does a typical day look like for you?
My days do not always start in the settlement, and no two days are ever the same. Even outside working hours, I often receive calls for urgent support from people who know me. When I arrive in Borgo Mezzanone, people immediately come to find me. I am not just a mediator; I am someone they trust. I have seen many mediators working with INTERSOS, each with their own approach. I always try to be open, to never make promises I cannot keep, and to understand exactly what I can do for them. That is why they are happy when they see me – they know that if I can help, I will.
Who are the people living in Borgo Mezzanone? What are their main challenges and needs?
The people in the settlement come from many parts of Africa and beyond. Their needs are vast – food, legal documents, medical care. When we talk about health, we are also talking about documentation, because without a residence permit, everything becomes more difficult. I meet people who cannot sleep at night because they have no legal papers—they have been here for ten or twelve years and still have nothing. Some go days without eating; they are desperate. I cannot give money or buy food for them – it is not part of my role, and it would be impossible: if you do it for one person, you have to do it for everyone. But I can listen to them, arrange medical visits, and guide them. The legal aspect is particularly difficult, and we cannot always provide immediate solutions. This is the most delicate part of mediation – I do not just translate; I am also human, and I feel their pain. Sometimes, I feel powerless, as small as a grain of sand, because I cannot change things, and I do not even know who to direct my frustration towards.
What are the biggest challenges you face in your work?
There are many difficulties – linguistic, bureaucratic, and social. Often, we have to explain things that seem obvious to us but are completely new to them. I know we cannot solve everything and that we cannot help everyone, even if we want to. That is why we have to be very careful about how we work and how we move forward. Many people need support in other settlements as well, places where almost no one goes. We are now trying to visit these locations at least once every two weeks, and we currently reach four settlements.
How important is cultural understanding in your work?
Mediation is not just about translation. When I see a person, I immediately understand the difficulties they are facing. I come from the same background, I know how they think, I understand why they have certain fears and why some things are harder for them. If a doctor says something, I might take two minutes to explain it because I also have to convey cultural differences. For example, some people do not want to expose parts of their bodies during a medical examination because they feel ashamed. I have to explain the concept of privacy and why it is necessary to overcome this obstacle to receive treatment. I remember one patient who had spoken with several professionals but could not explain his problem. When he spoke with me, he overcame his embarrassment because I helped him understand the importance of the visit. The way information is delivered matters.
What is INTERSOS’ added value in Borgo Mezzanone?
Providing information is the most important part of our work. In Africa, if someone is unwell, they go directly to a hospital where they find everything they need – doctors, pharmacies, dentists. Here, the system works differently, and many migrants do not know how to navigate the Italian healthcare system. They do not realise they have the right to a general practitioner, with or without a residence permit. INTERSOS explains all of this. If they do not understand how the system works, they become frustrated and feel abandoned. For example, they go to the emergency room for every issue and then wait hours to be seen. After the pandemic, we paused some activities for two weeks just to focus on healthcare orientation and to explain the importance of vaccinations. I spoke in seven or eight languages, trying to reassure people, and little by little, they understood. This is an aspect that many other organisations rarely focus on.
What keeps you motivated?
I care deeply about my work. I have been here for a long time; people know me and trust me. I feel happy when I see someone we helped recover, when someone comes back to thank me. That is when I realise my work is meaningful. But I also know that it is not enough – many people still need support, especially in the more isolated settlements. That is why we keep working, because access to healthcare and information is a right that belongs to everyone.