Guidelines on communicating with veterans have been prepared for advocates

Guidelines on ethical and accessible communication between advocates and their clients — War veterans and their family members — have been prepared for advocates, their assistants, law firms and associations and staff members who organize client intake.

This publication was prepared by the UNBA Committee on the protection of victims of armed aggression against Ukraine, compensation mechanisms and European integration legal support for recovery in cooperation with the Ministry of Veterans Affairs of Ukraine.

One of the key approaches is to avoid drawing conclusions about a person’s needs based solely on their status. War veteran status alone does not indicate a disability, post-traumatic stress disorder, communication difficulties, or impaired decision-making ability. Therefore, it is recommended to begin the conversation by addressing the legal issue and the expected outcome, rather than by asking about combat experiences.

When gathering information, advocates are advised to distinguish legally relevant facts from details that do not affect the resolution of the case. If the necessary information is already contained in the documents, the client should not be asked to recount painful events again unless absolutely necessary. Questions regarding military service, injuries, captivity, health status, or the loss of loved ones should be asked only to the extent necessary to provide legal assistance, with an explanation of their legal significance.

Special attention is given to the client’s autonomy. The advocate should explain the available options, their risks, costs, timelines, and the consequences of inaction, without creating unrealistic expectations: veteran status does not guarantee a favorable decision by a court or government agency. Family ties or payment for services by another person also do not automatically grant the right to determine the legal position or to receive confidential information.

Accessibility encompasses physical, informational, digital, communicative, and organizational accessibility. Possible solutions include accessible premises or an equivalent alternative, remote consultations, extra time, breaks, text transcripts of verbal information, sign language interpretation, and documents compatible with assistive technologies. It is recommended to ascertain the need for such accommodations through neutral questions rather than by making assumptions based on outward appearances.

The document also provides a step-by-step guide for handling situations involving emotional distress or a decline in well-being. Advocates are advised to maintain a professional tone, reduce the intensity of the interaction, offer a break or an alternative format, respect personal space, and refrain from making assumptions about a diagnosis. If the consultation is interrupted, urgent actions, deadlines, document transfers and the resumption of contact should be agreed upon.

The practical section of the publication includes a checklist for the initial consultation, examples of appropriate and inappropriate phrasing, a nine-step algorithm for responding to emotional distress or a decline in well-being and a checklist for ensuring barrier-free legal aid.

These methodological recommendations are informational and instructional in nature. They do not establish new professional obligations and do not restrict an advocate’s independence. You can view them at this link.