With the support of the USAID Rule of Law Program, 17 specialists and operators of the Department of Citizen Service and Primary Response of the Public Defender’s Office of Georgia (PDO) received training on communication skills.

The members of the Department of Citizen Service and Primary Response serve as the frontline response for citizens seeking information and legal advice from the PDO, staffing a hotline that responds to inquiries from the public.

Led by the local expert Diana Chomakhashvili, the training enhanced the participants’ knowledge about their role and work, and provided them with practical skills on how to understand the problems of their service users and how to ensure adequate support. 

The Head of the Department, Mikheil Mindadze, expressed confidence that the training will help the staff to improve the Department's service standards.   

During the training, the participants analyzed aspects of service standards as well as theircompetence and knowledge of legislation. They also discussed challenges that may come up at different stages of communication (professionalism vs. emotional involvement) and refined their active listening skills. Through several practical role play activities, participants also came to understand the importance of teamwork and service universalization. 

The training is a part of the Rule of Law Program’s support to the PDO, which resulted in the creation of unified rules and procedures of case management for the PDO’s structural units and the reorganization of the communication system.

"We are pleased to see significant changes at the Service and Primary Response Center of the PDO made possible with the support of the USAID Rule of Law Program. I hope citizens will be able to get quality legal advice and service when addressing the PDO through its hotline. All of this will increase citizens' access to justice and enable them to better protect their rights." – said Access to Justice Advisor of the USAID Rule of Law Program Eka Bokuchava in her closing remarks.