The program management section focuses on setting up high quality legal services. This includes meeting client needs and setting realistic goals for your services. Many of these factors discussed in this section are crosscutting considerations for all refugee rights advocacy forms in this toolkit.
Working with refugee populations can present you with a range of ethical dilemmas, including conflict of interest, and challenges working with community interpreters. When you encounter these, the right course of action is not necessarily clear when providing legal services to refugees, a dedicated section about the Ethics in Legal Aid will guide you through different ethical obligations of legal advisors and how to deal with ethical dilemmas. You will also find information about the importance of adhering to the ethical code that applies in your country and/or the Nairobi Code, as well as resources on promoting gender sensitivity in programming.
The section on knowledge management provides information about setting up knowledge depositories that help create institutional memory and inform protocols and policies, identifying database needs and the duty to store case information. Furthermore, important considerations when working with interpreters are highlighted in the section about Interpreters.
The vulnerable population section guides you through considerations to keep in mind working with categories of particularly vulnerable individuals who are particularly vulnerable to exploitation, or whose vulnerabilities impede their ability to advocate for themselves or articulate their legal needs. In addition, the section considers the precautions your organization should take in consideration to respond to violent clients or individuals who threaten harm
Finally, consideration must be given from the outset to the way in which your organization will monitor and evaluate its legal services. This involves discussing what success means to you, and working out how the outcome of your work is to be recorded. These processes are integral to results-based management which enables you to calibrate your work based on feedback, successes and failures, in order to achieve greater protection for refugees and asylum seekers going forward. By setting up an effective monitoring and evaluation system of your individual legal aid services, you can also identify themes for advocacy or impact litigation.