In the first half of 2024, the Asylum Lived Experience Advisory Panel (LEAP) worked on a project of creating a new resource to supplement the training that staff on our Advice, Issue, Reporting & Eligibility service (AIRE) helpline receive. The aim of the resource is to raise awareness among helpline advisors of the day-to-day challenges encountered by our clients who call for help. 

Why is this project important? 

The LEAP recognised an opportunity to further empower helpline advisors by enhancing their understanding and empathy towards the experiences of our clients. This would enable them to offer improved assistance and support to those facing these challenges, which in turn will lead to an increase in client and staff satisfaction. 

What stages did we take in our approach to this project? 

Exploration: Firstly, the LEAP considered what they think cultural awareness and customer service training for helpline staff should include. They next reviewed the e-learnings that helpline staff complete and found these insightful and comprehensive and gave them some ideas on how to supplement them with client perspectives.  

Research: Three staff members then undertook co-production training and joined the LEAP meetings to form a Task and Finish group. The group created a survey for helpline staff to better understand their perspectives and find out what they would find useful from a resource created by people with lived experience.  

The survey had a good response rate and provided the group with some useful insights. Having analysed the feedback the group have decided to make a short video that covers: 

• client stories of life before coming to the UK, 

• the struggles they face once in the UK, 

• experiences of calling the helpline for support 

• examples of how helpline support can impact the individual 

Idea development & production stage: The group looked at other organisations’ videos for inspiration and thought about the content for each section of the video.

The group chose to depict two client stories in their video. We minimised the risk of re-traumatisation in this project by creating fictional characters as a group and journey mapping their storylines, this technique prevents anyone having to share their direct personal experiences.

Once the characters journeys were created the group wanted to share their top tips to staff for supporting people on the helplines, they shared tips such as making sure interpreter dialects are being understood and ensuring clients know how to follow the next steps given to them.

We explored options for the creation of the video and created it ourselves using online software. We included animated characters, subtitles and emotive instrumental music.

What has been the impact of this project?

Our helpline teams have reported that many people have found the insight into what it can be like to be on the other end of the phone useful as it’s not something they have had before. New starters coming into the role have reported that they found the video informative, and it gave them a better understanding of the journey people who they will be speaking to have taken and the struggles they have whilst in the UK.

A big thank you to staff members for joining the LEAP on this project and to our AIRE senior management team for their continued support.  

If you would like any more information about this project or any other co-production projects, please email [email protected].