Our Asylum Crisis Support Teams provide vital casework support and emergency assistance to people facing destitution and homelessness. Supporting people through crisis while navigating a complex asylum system requires dedication, empathy, and understanding.
Guest Editor of our Winter Newsletter, Liyana, recently sat down with Asylum Crisis Support Coordinator Hannah to discuss her role, what drives her work, and the importance of lived experience in supporting people seeking sanctuary in the UK.
Can you tell me more about your role at Refugee Action?
My role focuses on advocacy and casework, supporting people facing issues with the Asylum Support system. This includes helping people access housing and financial aid, as well as addressing problems with existing support, like payment amounts or housing conditions.
What motivated you to join Refugee Action?
My interest in supporting people seeking asylum was sparked by the awful media coverage around 2015. I volunteered with a charity while doing my master’s, and throughout that time, Refugee Action stood out to me for its impressive campaigning and policy work, particularly in challenging government systems, which is something I value deeply.
When me and my mother were stuck living in a hotel, the support you offered us meant a lot. When stories from people you work with are difficult to process, how do you handle the emotional impact of your role?
It’s natural to feel challenged and overwhelmed working in this area because you care about people. My colleagues and I support each other, so I’m never working alone. Acknowledging that you’re allowed to be affected is important.
In your role, you support people facing crises. How do you balance the challenges they face with the support you can provide?
One of the key things I focus on is preventing false expectations. From the start, I take time to explain the system, its limitations, and what options are available, so people can make informed decisions. It’s important that people feel empowered, not just have decisions made for them.
What is the most challenging part of your role?
One of the biggest challenges in my role is navigating the asylum system itself. We often have to explain Home Office policies that we don’t agree with, and it can be tough being the messenger.
How do you think volunteers with lived experience enhance the delivery of our services?
Our work simply wouldn’t be possible without the support of volunteers, especially those with lived experience. As much as I can empathise, there are things I’ll never truly understand. That’s why collaboration is so powerful. Our clients feel deeply connected when they’re supported by someone who truly understands their journey. That’s what makes our work so special and meaningful.
“It’s important that people feel empowered, not just have decisions made for them. I see the impact of our work every day, especially when small changes, like adjusting families’ financial support, make a big difference.”
Access the full edition of Your Action here.
*Please note names may have been changed to represent the people featured on this page. This is indicated by an asterisk. This is to protect the identity of our team and those our services reach.