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Refugee worker empathy map - DClearwaters

an empathy map for a refugee case worker with a masters in International Relations struggling to make a living wage
by

DL Clearwaters

on 6 August 2013

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Transcript of Refugee worker empathy map - DClearwaters

If you were able to make any direct observations of the person you interviewed in action, here is where you describe what you observed (feel free to delete this once you copy the template)
Make inferences here about the person's thoughts, deriving from the SAY and DO sections
Make inferences here about the person's feelings, deriving from the SAY and DO quadrants
Makes notes here about all the things that surprised you from the interview, and those that challenged the assumptions you had.
The problem statement encapsulates the need for the stakeholder you will continue working on for next week
Lisa graduated in 2008 with an MA in international affairs, a family emergency delayed her job hunt, she ended up starting to look after the financial crash; Very difficult, positions usually funded by grants which dried up
Took temporary work for wages--concierge service for a wealthy family by day and at night worked wine bar. Got fed up
Went to Haiti after the earthquake to help refugees, payment was room and board for 3 months
left Haiti to take an internship in Ecuador with the UNHCR; step down in terms of hierarchy, but she was full on case worker; great need for her training and skills; funding ended, job ended
Refugee situation is immense! I have the skill set but no one to pay me.
How do I get these people help while creating a career? My father says, "why does my daughter keep taking non paying jobs?"
Lisa S
humanitarian case worker for refugees
Lisa is driven to continue pursuing a career
in her field of refugee aid. She has had amazing experiences in Haiti, Ecuador, Burma and is anxious to continue being useful to the people who need her most. She is not certain how to create the career she needs to survive financially on her own. She needs some support, in the form of guidance, funding, mentoring. Like an artist, she knows how to work hard, but may not have the resources to sell herself or find the market for her work
I work with Lisa (she is my temp assistant) and I know that she is currently volunteering as a caseworker with refugee cases here in the Bay Area. In this way she continues to pursue her career, gaining more experience, but with no pay
Lisa feels frustrated about her job prospects (ability to make a living doing what she loves)
She is passionate and committed to her calling
She feels guilt about the great needs of refugees around the world and her limited abilities to meet them, as well as the worry she causes family
Lisa told me she would have been more useful in Haiti if she had been a college drop out but experienced construction worker--humanitarian crises need hard skills to provide clean water, earthquake safe buildings, etc.
The political will for helping refugees is nearly non-existent, its not just lack of money. US only funds 3 positions at UNHCR for all of the Americas
There are many people with skills and not enough jobs, but there still needs to be more people trained in this work, the pent up need is so great

refugee humanitarian
aid case workers

make a livable wage
while helping others
survive
Full transcript