War compounds human suffering with every passing day. For millions of Ukrainians, the loss of loved ones, the loss of homes, the upheaval of forced evacuation have become a harrowing reality. In these most difficult times of life, people often need not just support but also clear legal guidance and ironclad protection of their rights. To meet this need, Ukraine’s Free Legal Aid system operates to ensure that every person can both exercise and defend their rights.

In 2025 alone, the lawyers of the free legal aid system delivered over 600,000 consultations. 

According to Nataliia Marchuk, Deputy Director of the Coordination Centre for Legal Aid Provision, people typically seek free legal aid when they find themselves in their most difficult life circumstances.

“Every request is not just a dry legal matter – it is a human story filled with emotion: pain, fear, anxiety and exhaustion,” Nataliia says. “Even before the full‑scale invasion, there were emotional situations, because people usually turn to us when they face problems or conflict situations. But the level of stress and anxiety has become much higher since 2022.” 

This led the centre to request additional training for free legal aid lawyers on effective communications with people affected by the war, including with survivors of conflict-related sexual violence (CRSV). 

“We conduct surveys among our staff,” says Nataliia. “First and foremost, we focus on their needs, because any training will be ineffective if the specialist does not actually need it.” 

One of these surveys showed that among free legal aid lawyers there is a need for training in empathetic communications with people affected by the war.

Between 2023 and 2025, with support from the United Nations Development Programme (UNDP) in Ukraine and the Government of Japan, a series of training sessions on effective communications was held, during which more than 2,000 lawyers of the Free Legal Aid system learned how to provide written and oral legal consultations in plain language. Additionally, from 2024 to 2025, over 500 lawyers completed training on communicating effectively with war-affected individuals, including CRSV survivors. This series of training sessions was organised with UNDP support as part of the “UN Action Against Sexual Violence in Conflict” network. 

“How to truly hear a person, how to understand them and how not to escalate tension that is already high,” Nataliia says. “How to maintain your own resilience when you yourself live with the daily reality of air attacks. This is also about the ability to work professionally during wartime, when the cost of a mistake, even if it’s just a single word or reaction, can be high.” 

Tetiana Kulishova, Head of the Rozdilnyanskyi Department of Free Legal Aid Provision of the South Division of the Free Legal Aid Provision of the South Interregional Center for Free Legal Aid Provision, conducted communication‑skills training from 2023 to 2025. “In this training programme, we didn’t focus on what exactly to say to the client,” she says.

“The main emphasis was on how to speak: the pace, intonation, sentence structure, supportive wording, techniques for stabilising the client. After all, even the most professional advice can lose its value if the person is in a state in which they are unable to process or hear it.”

The lawyers learned how to prevent re-traumatisation, which can occur when a person is forced to recount traumatic events. Because traumatic experiences vary and can have different consequences for each individual, lawyers must be equipped with the skills to avoid causing further harm.

During the training, the lawyers learned how to distinguish between empathy and sympathy. While working with survivors, it is essential for lawyers to demonstrate empathy – the ability to recognise and understand the consequences and emotions a survivor experiences – while maintaining a clear intention to effectively assist with the client’s request. 

Another vital principle is respecting a client’s “autonomy.” Even if the client’s decision seems unreasonable to the lawyer, every person has a right to make the choice they consider best for themselves. The lawyer’s responsibility is to provide comprehensive information rather than advising the client on what they should do based on the lawyer’s personal opinion. 

Additionally, throughout the training series, the Free Legal Aid lawyers learned how to provide legal consultations in plain language.

“For lawyers, a certain communication style is part of their professional identity, which is why some participants initially perceived the principles of plain language as a mere simplification,” Tetiana says. “In our training sessions, we stressed that a true professional is not the one who can quote the law, but the one who can explain complex subjects in plain, accessible language.” 

Often people seek help in various emotional states – stress, desperation, or feeling lost – and are unable to comprehend complex legal terminology or citations of law. For this reason, lawyers must be able to understand the client’s request and provide clear answers, avoiding bureaucratic jargon and excessive wording. 

“When we quote the law, we do not do so blindly but adjust it to each situation,” says Tetiana. “We speak and write in a language that is clear for clients. An individual approach is essential.” 

According to Tetiana, the training participants paid significant attention to professional standards, as they directly impact how lawyers feel, and how legal assistance is perceived by those seeking help. 

“When staff members understand that politeness, a structured approach, a calm tone and respect are not just institutional requirements but also tools for their own protection and for psychological balance, the observance of these standards and requirements stops being a formality and becomes natural,” adds Tetiana. 

“When the lawyer speaks clearly and calmly, it reinforces trust in the entire system,” concludes Nataliia. “This professional sustainability is our key resource – one we aim to strengthen continuously.” 

All citizens of Ukraine and people residing in Ukraine can receive free primary legal aid on any legal matter. Free legal aid can be obtained by phone, online, or by visiting a free legal aid bureau. Up‑to‑date contacts and information are available on the Free Legal Aid website https://legalaid.gov.ua/