Meet Laura, working as a Team Leader for Case Experts in Pournara, Cyprus
Laura works for the European Union Agency for Asylum as a Case Expert - Intermediate, operating as team leader for case experts, her main tasks are to review transcripts of interviews of case experts, and provide guidance and instructions as required. Also, Laura ensures helps manage the correct implementation of Standard Operating Procedures and of all EUAA quality guidance. Last, but not least, Laura is in charge of the preparation of the schedule and the allocation of cases to team members and is the focal point for creating/updating a case database.
Laura is currently deployed at the Pournara Examination Center, in Cyprus.
In the context of managing a team of case experts, what do you consider the most crucial qualities or skills that your colleagues need to possess?
Case experts assess asylum claims on applications for international protection: legal knowledge of the asylum instruments at international, EU and national level is crucial. This knowledge should be accompanied by empathy, resilience, and professionalism. Indeed, case experts deal with what I would define as the most challenging part of the asylum procedure, namely the interview of applicants for international protection, which represents the main chance for asylum seekers to explain and substantiate the persecution or violence they have faced in their home country. Depending on the interview, the applicants may obtain refugee status or subsidiary protection which, in turn can lead to access to legal protections, social services, and the chance to rebuild their lives in safety. Clearly, the interview is a source of anxiety and stress for asylum seekers, as it may involve revisiting traumatic experiences and facing the uncertainty of the outcome. The way in which the interview is conducted, including the professionalism and empathy of the case experts, can greatly impact the asylum seeker's experience and their chances of a fair assessment. Thus, cultural sensitivity, effective communication skills and a trauma-informed approach are key. At the same time, interviews can be physically, mentally, and emotionally draining for case experts as well – for this reason, one of the most important qualities for case experts to develop in my experience, is self-care. Given the emotional toll the work takes, it is fundamental to learn how not to “bring work home”, including and especially, emotionally.
Language barriers and cultural differences can pose challenges during your work. How does your team address these issues to ensure accurate communication and understanding?
The assistance of professional interpreters that are fluent in both the asylum seeker’s language and English is crucial to addressing language barriers. However, this is not enough to ensure accurate communication and understanding between the asylum seeker and the case expert. Indeed, the real challenge in the interview room is to build trust, and to ensure that asylum seekers feel comfortable sharing their experiences. The case expert should thus create a comfortable interview setting to ensure confidentiality and security, practice active listening by giving the asylum seeker their full attention, show empathy by acknowledging the former’s emotions and express understanding of the situation. It is key to use open-ended questions to encourage the asylum seekers to share their stories in their own words, and to avoid the use of confrontational verbal and non-verbal body language.
To develop and strengthen these skills, team members attend the EUAA training module on interview techniques, and are provided with feedback and guidance on a regular basis by the team leader, through ad hoc support by the Quality and Procedures team of the Cyprus Operations, as well as via the Quality Feedback reports issued by Quality and Procedures Tools Sector. Specific trainings and guidance are also provided to ensure the use a trauma-informed approach, in order to give the tools to create, in the interview room, a supportive and non-retraumatising environment. Case experts have also to be respectful of the asylum seeker's culture, customs, and values: cultural awareness is inter alia built up on the regular attendance of country briefings organized by the Agency’s COI sector-.
What inspired you to take on the role of Team Leader for Case Experts? Can you share a personal experience or moment that drove you to dedicate yourself to assisting asylum seekers?
While I don't have a specific personal experience that directly led me to this role, it's the collective experiences and voices of those who seek asylum and the values of empathy and fairness, as well as my passion for international and EU law, that continue to inspire me and drive my dedication to assisting refugees in their pursuit of safety and a better future. We often hear on TV and social media of how many people reached the EU borders and shores, very rarely we hear their stories on our screens. Regardless of our political opinions, we often feel, somehow entitled to judge asylum seekers’ lives, because they have always been represented in the media as numbers rather than individuals. I wanted to hear their stories. I wanted to meet the individuals behind the numbers. It is a privilege that, at least for now, only those working in the field and on the front line, have.
Working with asylum seekers is undoubtedly rewarding, but it comes with challenges. Could you highlight some of the most fulfilling aspects of your job that keep you passionate about what you do?
Our field is a very dynamic one, where the learning process is always ongoing due to the evolving nature of protection-related issues, the diversity of cases, and the need to uphold fairness and quality standards in decision-making. This makes my job extremely intellectually stimulating. Continuous learning is essential to provide the team with the tools to make informed assessments that impact the lives of asylum seekers. As a team leader, I engage in case reviews and feedback mechanisms, which require ongoing learning to identify areas for improvement, and I must stay updated on legal and jurisprudential developments to ensure that the teams' assessments align with current legal standards and interpretations. Furthermore, each asylum seeker's case is unique, and the circumstances that lead people to seek protection can be highly complex. For this reason, case experts need to adapt to new and diverse case scenarios daily, requiring ongoing learning from my side to support the team effectively in handling a wide range of situations. Last, but not least, building an efficient team is an ongoing process that requires attention, effort, and commitment from both team leaders and members. Creating a positive team culture and productive team environment, ensuring the progress of the team morale, requires constant development of effective communication, conflict resolution, and decision-making skills. Every day, I learn something new thanks to my team, and with my team.
Looking back on your journey, what advice would you give to someone who aspires to work for the EUAA in a similar capacity, offering assistance to asylum seekers and refugees?
You may consider acquiring skills that are valuable in the field of asylum, such as legal and COI research, language proficiency, and cross-cultural communication. Most importantly, make sure to have a strong motivation before taking this path. I believe that enthusiasm and dedication are key to succeed in this field in the long term.