‘Applicants who can rely on us: that is what I want to work for’

Linda has been working at the IND for under a year, but already feels completely at home. ‘Everyone is friendly and helpful, and has attention for one another. Of course, I had to find my way in the beginning. For example, I didn’t always know whom I had to go to for what. It took some time. Fortunately I had a buddy; I learnt a lot from her. Twice a week the two of us discussed how my work was going. For instance, I looked at my emails together with her and we discussed what I could do better the next time. That helped me a lot.’

Every day is different

What Linda likes a about her work is that she supports many different projects. ‘It can concern far-reaching or less far-reaching changes. All changes are the result of changing legislation, court rulings, or decisions on objections by the IND. These lead to adaptations of our systems, work instructions and letters. But also of how we work and agreements between colleagues and our partners.’ Linda is also enthusiastic about cooperating with many different people. ‘I meet new colleagues on each project. This way, I broaden my network quickly and know how to find my way within the IND much better every time. Because of direct communication with fellow IND staff I can do my job well. And it’s just nice to know a lot of people,’ she laughs.

Carefulness above all

Explaining to colleagues what’s changing starts with the kick-off meeting. Linda explains: ‘In it, I discuss with the Strategy and Implementation Advice and Information Services departments which adaptations are needed to implement a change. Recently, countries were added to the list of countries. On it, it says per country whether you are allowed to keep your passport if you also have a Dutch passport. These additions had to be implemented in our computer system. And in such cases I make sure this is done well together with the stakeholders.’

Then, Linda explains to the commissioner – often a manager of the Regular Residency and Dutch Citizenship Department, or the Asylum and Protection Department – how much time it will take to make the changes. ‘I also determine together with the commissioner which professional expertise it requires and invite IND staff with this expertise to stakeholder meetings,’ she continues.  In these meetings we determine what needs to be done and who will do it. In retrospect, we evaluate our approach with these stakeholders. We use their feedback to do an even better job next time.’

Colleagues to brainstorm

Linda notices that it can be difficult for colleagues to free up time for the stakeholder meetings. The same goes for adapting work instructions and process descriptions, for example. ‘That’s because IND staff are very busy,’ she explains. ‘It can also happen that I run into a dilemma. For example when two stakeholders disagree and are unable to come to an agreement. As an implementation coordinator, I don’t know a lot about the substance of a change. In such a case, I ask other implementation coordinators for their input. How would they go about it? And what would they certainly not do? I really like it that my colleagues support me in that.’

Intervention Team Pilot in Ter Apel

Just recently, Linda started as project leader of the Intervention Team Pilot in Ter Apel. ‘A group causing nuisance in Ter Apel have sparked a lot of unrest in the reception centre and area. Often, these are people from safe countries who will very likely not be allowed to stay in the Netherlands. Together with IND colleagues in Ter Apel, we try to figure out how a court can take faster decisions in these nuisance cases. And how we can determine more quickly whether these nuisance-causing people may stay or not. This creates more peace in the reception centre.’ For Linda it is special to be in charge of this pilot. ‘Normally, I’m responsible for changes because of changing legislation. We then adjust an existing method in response. This pilot is about something new: how do we make sure peace returns to the reception centre in Ter Apel?’

Applicants who can trust us

‘Implementing changes is like doing a jigsaw,’ says Linda. ‘I figure out how we can do it as quickly, efficiently, and pleasantly as possible, so that our work becomes easier rather than more difficult. I also help colleagues to prepare as best as possible for the implementation of changes. This way, they can start right away without any serious bottlenecks arising. Eventually, it is important that our applicants can trust that we work according to up-to-date legislation. Contributing to this gives me satisfaction.’