Building a Stronger Advice Service: Da’aro’s Journey
Da’aro is a grassroots organisation based in Streatham, South London providing practical support, advice and a safe space for unaccompanied asylum-seeking youth and refugees from the Horn of Africa. Its work is rooted in a holistic approach, rather than treating an individual’s immigration situation in isolation, Da’aro considers the wider issues affecting the people who come through its doors.
The organization operates a busy drop-in service, supporting approximately 100 people each week. Casework is its busiest department, and the organization has had to develop its services while responding to increasingly complex needs and significant pressures on the wider immigration and support system.
For Da’aro, joining the Migrant Justice Greater London (MJGL) programme has been an opportunity to move beyond advocacy and signposting towards a more structured advice service, while building the knowledge, systems and professional standards required to do so safely.
Building an advice service from the ground up
When Da’aro joined the project in September 2024 it was not yet IAA accredited. The MJGL programme provided practical experience as well as theoretical learning for its staff. Through supervision and support from Asylum Aid, Da’aro’s caseworkers were able to gain experience of immigration casework and understand how to translate their learning to their day-to-day practice.
Da’aro currently has three immigration advisers, accredited to Level 1 Immigration and Level 1 Asylum and Protection. For a small organisation where staff wear a lot of “different hats” this has represented a substantial investment in knowledge and capacity.
From ad hoc casework to a structured model
The creation of the advice service has not only focused on accreditation. Da’aro has also transformed how it manages cases. Through the MJGL training and supervision, it has developed a more clearly defined casework model, with separate recording of initial assessments and a systematic approach to case management.
Yorsalem explained that “we structure it better, in a more professional way, it’s no longer ad-hoc, now we have a system in place.”
This development has also strengthened Da’aro’s approach to monitoring and safeguarding. Training in case management helped the organisation identify where changes were needed, while supervision provided an opportunity to review its systems and strengthen its client-care documentation, complaints procedures and document management.
A stronger and more effective triage system
Another key development has been the introduction of a more structured triage process.
Previously, Da’aro’s drop-in model meant that it primarily signposted clients to another organization. Now, caseworkers have a clearer framework for deciding what requires regulated advice, what they can do themselves and which matters need to be referred for specialist advice. This has changed the experience enormously for both clients and staff.
Where appropriate, Da’aro can now complete applications in-house under its Level 1 Immigration capacity rather than immediately referring clients elsewhere. This has reduced the burden on clients who might otherwise face lengthy waits for a solicitor or struggle to navigate the legal advice system.
Putting learning into practice
The development of Da’aro’s advice service has been underpinned by practical learning and supervision.
Sarah (who also works at Da’aro) said that supervision with Asylum Aid was critical to the organization’s progress, particularly because caseworkers were developing their regulated advice skills while continuing to manage a very busy frontline service. The support offered through MJGL has also increased the confidence of caseworkers.
Yorsalem expressed that “We are a lot more confident now and that radiates to the client, they are getting quick advice and guidance.”
A difference for clients
The development of Da’aro’s advice service is already changing what it can offer to clients.
One example involved an Ethiopian client whose initial asylum claim had been refused. The client was having problems with his solicitor and was struggling to understand his next steps. He was communicating through an interpreter and had doubts about the conduct and professionalism of the solicitor.
Yorsalem noted that previously Da’aro might have been reluctant to intervene in such a situation, particularly with making a complaint. But through the knowledge gained from supervision, staff were able to understand the options available and support the client to take action.
Da’aro supported the client and with his consent made a complaint regarding the solicitor’s conduct and professionalism, including a complaint to the Legal Ombudsman. The complaint resulted in the Legal Ombudsman taking action to monitor the solicitors in question regularly.
The case demonstrated the value of Da’aro’s developing expertise. Its role was not simply to provide an answer to an immigration question, but to help a vulnerable client understand his options, identify problems with the service he was receiving, navigate the complaints process and find another legal representative. With Da’aro’s support the young person was able to find an alternative solicitor and has had his case successfully finalised.
The next stage: from building capacity to using it
For Da’aro, the first stage of its development has been about building the foundations: completing training, progressing through IAA registration, establishing systems, strengthening case recording and developing confidence through supervision.
The next stage is to continue building on their expertise and gradually growing their advice service.
Sarah insists “Without MJGL support, we would not have been able to be where we are now.”
Going forward, there are hopes for caseworkers to move upwards to Level 2 accreditation in the future. Ultimately, the progress will benefit Da’aro’s clients who can already access advice and support more quickly and continue to receive the culturally responsive, holistic support that is at the heart of Da’aro’s advice model.
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Photo credit – Da’aro Youth Project