Hi, I’m Yvonne and I work as a Detention Engagement Officer in Immigration Enforcement. My work involves helping residents understand what’s happening with their immigration case, supporting them through difficult circumstances, and working with colleagues to resolve issues and progress cases.
There’s more to the role than people might think
People sometimes think we make all the decisions, or that it’s an easy job. In reality, there’s much more to it than people might expect.
I joined the Immigration Enforcement Detention Engagement Team in 2024. In my role, there is a particular focus on resident engagement and having more in-depth conversations.
This has challenged me to develop my investigative skills and look more closely at individual circumstances. I’ve also learned to use my initiative. In a busy environment, I often need to assess situations, gather information and use my judgement.
I wanted to understand the other side
Before joining the Home Office, I worked for Serco alongside Home Office colleagues. Serco is responsible for the day-to-day operation of the removal centre including services that support residents, while Home Office colleagues focus on immigration case progression and decision-making.
I wanted to understand the other side of immigration detention and make a positive difference to residents.
Being a familiar face can matter. It can help residents feel able to talk to me and open up about their circumstances.
I was also inspired to join the Home Office and Immigration Enforcement by a sense of pride to serve the country by working in public service. I wanted a role that would challenge me, give me opportunities to develop and offer variety.
No two days are the same
Every day is different. Some days I work with vulnerable people or deal with challenging situations, so I need to be professional, empathetic and informative.
Some conversations can be difficult or emotional and situations can escalate, so it’s important to know how to manage conflict and help de-escalate difficult situations. Helping people understand their situation and options is an important part of the role, and that’s what makes dealing with the challenges worthwhile.
Whether I’m de-escalating a difficult situation or finding the most suitable way forward on any particular issue, it’s rewarding to reach an outcome where I know I’ve helped someone through a difficult time.
We support each other
Teamwork is a big part of the role. We share the workload and communicate to make sure everything gets done.
When managing administrative elements of the role, I prioritise what needs to be done and make sure urgent work is completed on time.
It’s a compassionate team. People step in when you need support, including when you need to swap a shift. The team also keeps work moving while you’re away, so you don’t come back to a backlog waiting for your response.
For me, that makes a real difference to my work-life balance.
There are opportunities to keep developing
One of the things I enjoy most about my job is working with my colleagues. We’re a supportive team and help each other achieve our goals.
The Home Office offers lots of opportunities to learn new skills and gain experience in different teams.
I’ve been able to learn new skills, shadow different teams and explore secondments that have broadened my experience.
Within my own team, there are opportunities to take on temporary responsibilities that can help build confidence and support career progression.
Being open-minded matters
If you’re thinking about becoming a Detention Engagement Officer, it’s important to understand that this is a busy role in an Immigration Removal Centre.
You need to be adaptable and resilient, and able to communicate with empathy and professionalism in challenging situations. You also need to be security-conscious and aware of personal safety.
Strong communication and administration skills matter too. You need to think on your feet, pay attention to detail and keep accurate records.
Experience of working with different agencies, organisations and with members of the public can be useful because working with others is an important part of the role. It also helps to be personable, approachable and willing to learn.
Most importantly, you need to be open-minded and non-judgemental.
The people we work with come from many different backgrounds and have different experiences. Listening, understanding individual circumstances and treating everyone with respect are key parts of the role.
Think about why you want to do the job
My advice to anyone considering the role is to think about why you want to be here.
There’s a lot to learn, but once you understand the job, you can really enjoy it. Patience and understanding matter, as do equality and respect for residents and colleagues.
For me, there’s a good work-life balance and it’s a very inclusive workplace.
At the end of the day, I can leave work at work.
