Zagreb: inclusion as a long-term commitment
Zagreb, Croatia’s capital city with a population of around 767,000, is the gold winner of the European Capitals of Inclusion and Diversity Award 2024 in the category of ‘local authorities with more than 50,000 inhabitants’.
Long recognised for its progressive social policies, the city focuses on supporting five groups: women, persons with disabilities, LGBTIQ+ people, migrants and Roma, as well as homeless people and family carers.
A big city expanding inclusive policies
“Our city’s social policies are based on evidence and people’s needs – especially those of the most vulnerable. We see these policies as an investment and not a cost, an approach strongly reflected in our achievements,” said Lora Vidović, Director of Office for Social and Health Protection, Veterans and Persons with Disabilities at the City of Zagreb. She highlighted how Zagreb has increased the city budget for persons with disabilities by 80%, with the largest investments directed toward community-based services, resulting in a 240% increase in the number of beneficiaries.
Under the city’s Integrating Cities Charter for 2023-2024, Zagreb established a One-Stop Shop (OSS) to support the social integration and inclusion of foreign workers and refugees into Croatian society. Based in the city centre, these two welcome centres are unique in Croatia, offering information workshops, language courses, etc. in collaboration with NGOs.
Mental health is another priority, not least because Zagreb suffered a damaging earthquake in March 2020, during the coronavirus epidemic. This event damaged buildings and municipal infrastructure, leaving hundreds of people in damaged housing. So the city created several mental health counselling centres, which freely offer advice and support to young people, LGBTIQ+ people and persons with disabilities.
“In the last two years, we have increased and decentralised our health and social services, making them accessible city-wide,” said Vidović, citing daily programmes for people with psychosocial problems, autism and other needs. “Our approach is bottom-up and top-down, backed by city leaders who understand the importance of inclusion.”
More inclusion brings challenges
Measuring the impact of inclusion measures on beneficiaries is difficult, admits Vidović, because demand for services exceeds available provision. However, Zagreb takes account of public feedback and involves beneficiaries in creating and implementing inclusion policies, through open consultations and workshops. The city also works closely with relevant NGOs, to learn from their knowledge and experience, as well as to shape policies like Zagreb’s social plan.
Zagreb has also introduced the EU’s Easy-to-Read format, ensuring clear and accessible communication on the city’s policies and decisions. Unique in Croatia, this initiative helps people with intellectual disabilities, older people, those with low literacy and migrants struggling with complex official language.
Funding is a constant challenge, despite the city’s prioritisation of social investments. Awareness-raising campaigns are run regularly, including on Zagreb social media channels, to convey the message that social inclusion matters and positively impacts the whole community. Every December, on Human Rights Day, the city campaigns on the rights and inclusion of older people.
An award to inspire others
“Croatia’s society is now more inclusive, thanks to policies and programmes implemented by Zagreb and other cities. But we must all continuously fight for human rights and equality – especially for vulnerable groups,” noted Vidović. She also emphasised another recent local achievement to increase opportunities for all: free public transport for older persons and children.
Referring to the city’s 2024 Gold Award, Vidović said: “This was great recognition for the current administration’s work and long-term commitment to socially inclusive policies. Our mayor, Tomislav Tomašević, uses every opportunity to publicise this award and anything to do with diversity, equality and inclusion.” She added that Zagreb sees itself as a champion of progressive social policy, sharing its knowledge and experience with others, including through Croatia’s Four Cities Initiative.