Claire joined RAILS in July 2025 as part of her university law clinic, working in the Refugee Family Reunification team and assisting with visa cancellation matters.
“I was helping people reunite with their families by guiding them through the legal process of bringing loved ones from dangerous situations,” she says.
Cynthia began her journey in March 2025, volunteering in the area of family violence while studying law and completing her Practical Legal Training.
“I worked on real client matters, often for people who could not afford legal assistance, under supervision,” she explains.
Both remained at RAILS beyond their placements, transitioning into ongoing volunteer roles and more recently into paid paralegal positions.
What surprised them most
For Claire, early client conversations with clients revealed just how much could be understood beyond words.
“The first few times I spoke with a client and interpreter over the phone, I was surprised by what I understood just from the client’s tone and pacing, even before the interpreter spoke.”
For Cynthia, the biggest realisation was structural, the scale of demand compared to available resources.
“I came to understand how few lawyers RAILS has relative to its caseload and the number of people seeking assistance,” she says. “I now see why Community Legal Centres and RAILS rely heavily on volunteers, and how essential they are.”
Why they stayed
Both Claire and Cynthia describe their decision to stay at RAILS as an easy one.
Claire says the decision was grounded in both purpose and people.
“I wanted to be doing something positive that supports access to justice,” Claire says. “And the people here are all very kind. I’m happy to be part of this lovely community.”
For Cynthia, the motivation was both professional and personal.
“I've seen the compassion and the knowledge it takes to deal with and help these clients who have nowhere to turn to, and it has inspired me. “she says. “Watching how hard the solicitors work, and how many clients they assist with varying matters, keeps me inspired and motivated to assist them and learn from them.”
Growing into the role
Now working as paralegals, both have taken on greater responsibility.
Claire has developed confidence and independence in managing her workload, following up with clients, and adapting her approach to support people through difficult and uncertain circumstances. Cynthia has developed skills in managing competing priorities, supporting vulnerable clients, and navigating complex, often traumatic matters with empathy.
What drew them to this work
Both Claire and Cynthia describe early experiences or personal perspectives that shaped their interest in refugee and immigration law.
For Claire, it was a broader sense of injustice.
“The introduction of Operation Sovereign Borders in 2013 made younger me angry. I was struck by the injustice of it.”
Cynthia’s connection is more personal.
“Many of RAILS’ clients are from my home country, Papua New Guinea,” she says. “I studied law to contribute to and support women and men I’ve seen firsthand go through hell. I'm grateful to be part of a team that now assists them and many people like them.”
Moments that stay with them
Despite the challenges, it is the human moments that stay with Claire and Cynthia.
For Claire, it is what clients say at the end of conversations.
“They often don’t have questions. They just thank us and say they want to be safe and with their family. They request that I ask the Australian Government to please let them stay here. It humbles me every time.”
For Cynthia, the phone call informing a client that their visa had been granted remains unforgettable.
“You could hear the stress leave their voice,” she says.
Why this work matters
Both paralegals are clear about the broader importance of refugee legal assistance.
Claire reflects on the purpose of our work:
“Refugees should not be politicised for trying to stay alive, yet they are subject to an immigration system which is deliberately dehumanising and exclusionary. Our legal assistance can help keep vulnerable people safe from persecution and reunite children with their families. Of equal importance to the legal work itself is the way we do it. If we can do nothing else, we can be kind.”
Cynthia reflects on RAILS’ role in the system:
“RAILS’ work is vital,” Cynthia says. “We are often the last point of support for people facing complex systems alone. We ensure access to justice.”
A pathway that matters
Claire and Cynthia’s experiences reflect something central to RAILS’ work: volunteers are not just supporting the system; they are part of its future.
From first client calls to life-changing impacts, their stories show how access to justice is sustained, not only by legal expertise, but by commitment, compassion, and the willingness to step in and help.
Join us as a volunteer and support this work: Volunteer | Refugee and Immigration Legal Service