Just when I think I’ve seen it all, I encounter something new that surprises me.
There are four IND desks in the Netherlands. People can go there for support during the immigration process. For example, they can apply for or pick up a residence permit, obtain information about complex cases and get assistance with filling in forms. Laura works as an information service provider and day coordinator at the desk in Zwolle and the customisation desk that exists at all IND desks.
‘Just when I think I’ve seen it all, I encounter something new that surprises me,’ Laura summarises her work, laughing. ‘You never really know in advance what will happen on a day. This is one of the reasons why service provision at the desk is so much fun and so important.’
‘Recently, I had an appointment with two elderly people who needed assistance with our paper form of eighty pages,’ says Laura. ‘The woman had emigrated at a young age and in those days you lost your Dutch nationality if you married a non-Dutch husband. After being widowed, she returned to the Netherlands last year to say goodbye to the country where she was born and raised. But here she met her new love and now she wanted to move back to the Netherlands to still have a couple of nice years together and become at least a hundred years old.’
As information staff member, Laura is mostly responsible for answering questions about immigration. ‘This ranges from people who wish to bring their foreign partner to the Netherlands to students who want to learn about their options for residency after completing their programme or people who wish to become Dutch citizens. I also work as a day coordinator on some days. Then I am the contact for colleagues and I help with planning and organising the activities. In addition, I work for the so-called customisation desk. People can go there if they are not sufficiently self-reliant or are faced with several issues. Together with an involved counsellor I then go and talk to various authorities, such as the town hall or the UWV.’
‘My work is really diverse,’ continues Laura. ‘And that is what I appreciate the most: the diversity of people and situations I encounter on a daily basis. Each question brings a new story and a new challenge. This makes my job dynamic and enriches me. I meet people with all sorts of nationalities and cultures, which broadens my horizon. Especially when the appointment is less complex, there is time for a quick chat between things. You can always find a topic that connects people.’
Although Laura ended up with the IND by chance 12 years ago, she immediately felt she was in the right place. ‘The IND emphasises justice and humanity and these values align closely with my personal values,’ Laura explains. ‘I like being part of an organisation that plays an important social role, both nationally and internationally. Personally, I am grateful for the small successes that I affect directly. For example if I can give someone the right information at the desk, explain something that isn’t clear or help someone fill in a form. It seems small, but it is very valuable. You can then make a difference for someone.’
‘Of course it isn’t always easy,’ Laura admits. ‘Sometimes you have to say no, disappoint someone or are confronted with harrowing situations that you cannot change. For example, I had crying fathers at my desk after the earthquake in Syria and Turkey, who did not know whether their family were still alive. In those cases do my utmost to give clarity and peace. Or to listen, because even that can help.’\
According to Laura, the humanity of the IND does not nearly get the attention it deserves. ‘The IND works on very personal and human questions on a daily basis,’ she emphasises. ‘The situations are sometimes very complex and each decision we take has far-reaching consequences for people and their families. It is work that requires involvement and preparedness to really listen to people, so that we can help them within the legal frameworks. I see the IND as a place where lives are formed every day and are sometimes even saved, and I am proud to be part of it.’
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