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How to do casework

We do casework through our Asylum Links support centre.

In our support system, people contacting us are the users. People replying to messages, activist and coordinators are the agents. The messages are the tickets.

You register to our system and you can start immediately answer to messages from people.

You can do some research before answering each message.

We listen to people and we help in understanding their options.

Use information from official resources, like government or international governmental organisations, like the UNHCR. The information from this sources can be sometimes inaccurate as well, but at least people can see what governments say.

If you think that you missed something, you can send another message later.

Don’t be in a rush to answer, take your time.

If you feel overwhelmed, stop and take a break, talk with another volunteer and or just do something else.

How people send us messages

People send an email to advocacy@alinks.org, that email goes into our system, the Asylum Links support centre.

People visits alinks.org because they are searching for information about asylum, visas, job hunting, housing, healthcare, or other information about travel and living. People search mostly on Google.

When people are browsing on alinks.org, they might click on some of our ads that say “contact us” or “send us an email for help”. They can also leave comments on our pages.

You can start with the trainings for Asylum Links below.

First training

This is your first training, you want to do this with someone helping you.

This training lasts around two hours. It’s on Slack and on our support centre. You communicate with your peer trainer on Slack, or anywhere else you agree, by text or voice as you prefer.

The following steps are your checklist for this training.

You need to register into the Asylum Links support centre. You need another person to register you as an agent in our system.

You register with your own personal email or with a new asylumlinks.org email that we create for you. You can change your mind later about this. If you use your personal email, all other volunteers will be able to see your email. You’ll also receive notification when someone answer to your message on the system

You will receive an invitation in your email, from that you can log into our system.

Explore the Tickets area, so to give time to get used to the new environment and see how people answer.


Try to identify which email need reply, if you cannot, ask your trainer to find them for you.
Try to answer at least two emails and get feedback on how are you doing
Ok, you are done, now you can think about if this is something
add them on the advocacy channel talk to your day group for help, you can find them on the roster

Second training

You continue to answer two messages.

Find ‘where is what‘ on Slack, this is a post where you find everything: passwords, roster and rota, and trainings. Where is what is also bookmarked in the #casework channel.

Sometimes people send us many messages. Learn how to merge two messages.

Check on advocacy@alinks.org if some messages got stuck in the spam folder.

and after I would like you to manage to write on the roster in alinks.org/activists


training path

This your training path with Asylum Links, another coordinator will be your counterpart who will support you in focusing on your work and sharing the emotional burden that this work sometimes.

  • Training (2 hours when you can):
  • publishing your article,
  • setting up your email,
  • you registration to our Facebook Business,
  •  write a fb post about your article in one of our pages
  • Training (2 hours when you can):
  • casework on one of our inbox
  • Mentoring (30/40 mins 3/4 times a month for the first 3 months): you set your goals with your mentor