LocationsSupport That Empowers Witnesses - In and Beyond the Courtroom
July 23, 2025
In war crimes proceedings, the role of witnesses is often crucial in clarifying crimes and securing justice for victims. In the absence of material evidence, it is the testimonies of witnesses that can confirm what happened, who the perpetrators were, and what the consequences of the crimes were. However, this process is not easy for witnesses. They may be overwhelmed by fear of confronting the past, uncertainty about procedures, and feelings of isolation. Many are unsure what to expect—what questioning will look like, whether they will see the accused, and whether someone will help them through the experience. Every courtroom can feel cold and unfamiliar, but those who come to testify are not alone.
Witnesses in proceedings led by the War Crimes Prosecutor’s Office in Serbia (JTRZ) are met as early as the investigation phase by staff from the Witness and Victim Information and Support Service (SIP). The task of SIP staff is to explain every step to the witnesses, answer all their questions, and ensure they do not go through the process alone.
“During the first contact, the victim and witness are given the opportunity to express their needs, concerns, expectations, and to ask any questions they consider important. SIP staff, in accordance with the principles of constructive communication, provide information to witnesses and victims about their rights and obligations in the criminal proceedings and related matters in a respectful, considerate, and professional manner. This includes practical and technical information such as access to JTRZ premises, working hours, dress code, reimbursement of expenses, and other useful details. SIP also responds to specific needs, such as conducting interviews outside JTRZ premises for health reasons, the need for an escort, provision of accommodation and transport, and assessment of threats or other security risks. If SIP assesses that protection measures are needed or if witnesses request them, the acting prosecutor is immediately informed, or in their absence, the SIP Coordinator,” the Service explains.
Witness and Victim Information and Support Service (SIP)
The SIP Coordinator is a public prosecutor responsible for managing and supervising the Service. The team includes prosecutors, prosecutorial assistants, investigators, a secretary, and a psychologist. All SIP staff are engaged ad hoc, depending on current needs and specific requirements.
Trust Is Built by Listening
The support provided by the Service is not just technical—it is above all human. Listening, understanding, and encouragement are key aspects of this work. SIP staff are often the first people to whom witnesses can tell their story without fear of judgment.
“We meet witnesses and victims who are sometimes in existentially threatening situations, living in very difficult conditions. Victims have often been exposed to extremely stressful events in the past and frequently suffer from post-traumatic stress disorder, which can lead to permanent and irreparable personality damage. In some cases, additional difficulties arise from giving testimony in different jurisdictions and/or before different bodies over many years, which due to repetition causes stress and exhaustion,” they explain.
War crimes trials can be long and exhausting for everyone involved. That’s why witnesses and victims—especially those in protection programs—often form strong emotional bonds with SIP staff.
“Through long-term contact, especially when communication with the outside world (even with family) is limited for safety reasons, SIP staff can become the most important psychological and emotional support for witnesses and victims. These human-based relationships often continue, although ideally, such support should eventually be provided by other social institutions,” SIP emphasizes.
Secondary Victimization Can Be Eased with Empathy
It is also important to adapt communication styles to avoid additional stress. Some witnesses want to finish their testimony as quickly as possible, while others need more information and time to prepare. Each witness is approached with care and empathy, because no two stories are the same.
“Additional trauma through investigation and trial cannot be completely avoided by any intervention from SIP, but our experience shows it can definitely be mitigated. We believe that ‘mitigation’ of trauma can be achieved through good and dedicated work. It is necessary to build human, warm, and sincere relationships with victims/witnesses. The relationship must not be a formal ‘vertical’ one, from a position of authority. It should be built patiently and with commitment,” SIP says.
In addition to the emotional pressure of trials, many witnesses carry other everyday burdens. Some travel long and uncertain distances to court because they live in remote areas without the means to travel often. Some worry about losing their jobs due to testifying. Others struggle with health problems they have no one to confide in.
“The greatest emotional challenge for us are the life problems witnesses and victims face—financial, health-related, housing... Although solving these problems is naturally outside SIP’s mandate, they inevitably influence the behavior of witnesses and victims and can significantly affect their traumatized and deeply wounded personalities,” our interlocutors emphasize.
Regional Cooperation Helps Both Experts and Witnesses
Support for victims and witnesses does not stop at national borders. Many war crimes cases—and other serious criminal offenses—have a regional dimension, requiring coordinated cooperation between institutions in different countries.
“Regional cooperation in supporting witnesses and victims is of exceptional importance in war crimes proceedings, considering that witnesses and victims often participate in proceedings conducted in another country. Cooperation involves almost daily and direct exchange of various information between services for specific cases, mutual updates on legal regulations and procedures, sharing experiences, and joint efforts to overcome work challenges,” our interlocutors explain.
Regional meeting of victim and witness support services, Ohrid 2024
Improving regional cooperation among institutions that support witnesses is one of the main goals of the project “EU Support to Confidence Building in the Western Balkans”, implemented by the United Nations Development Programme (UNDP) with support from the European Union. As part of this project, UNDP supported the signing of an agreement between the Prosecutor’s Offices of Serbia and Montenegro, which will enable more efficient information exchange and better coordination in supporting witnesses. A similar agreement has existed with the Prosecutor’s Office of Bosnia and Herzegovina since November 2022. UNDP is also actively working on training staff, which employees in these institutions recognize as important and necessary going forward.
Thanks to such initiatives, justice becomes more accessible, and witnesses receive the support they need—regardless of the country in which the court is located.
*This story was created as part of the regional project “EU Support to Confidence Building in the Western Balkans,” funded by the EU and implemented by UNDP. The views expressed in the text do not necessarily reflect those of the European Union.
