Efficient public service delivery is a primary task of public administration within any governance model. The main theme of modern governance implies an integrated, effective and citizen centric practices of government and administration as a prerequisite for a long term positive development of the economy. Electronic public service delivery via e-government portal has become a convenient means for the customers – Citizens and Businesses- to fulfil their requirements. This thesis investigates public service integration practicality, technicality and applicability in Jordan, with special emphasis in applying a novel public service integration model to the Zaatari refugee camp in Jordan. The thesis has primarily identified areas of integration in the public service provision within the Zaatari refugee camp in Jordan. 168 hours of recorded interviews and focus groups resulted from an intensive four year field study has helped defining a very remarkable and rather agile service provision model with four identified stages, namely, manic phase, just in time bureaucracy phase, semi structured phase and structured and sustainable phase. Moreover, this thesis captures essential features of the dynamicity and versatility of service provision models in Zaatari refugee camp. It has also helped in identifying serious issues in the government services provided within the camp, especially in the context of medical and education services. The thesis also argues that humanitarian actors should develop a better provisional model for refugee assistance. The novel service integration model constructed within will contribute to wider range of humanitarian crisis applications, especially in the context of refugee camps. The research strongly suggests that Jordanian government must shift its response from emergency level service provision model represented by immediate humanitarian relief to a structured service provision model represented by self-sustainable and long-term development, and from building camps to supporting cities through a sustainable efficient service provision model. Public service integration within the camp is not only necessary but also critical and crucial to cope with the extensive and sever humanitarian crisis in Jordan. This thesis provides an interoperability integration framework that connects closely coordinated services based on Service Oriented Architecture, Enterprise Service Bus and Web services in an attempt to align the organizational structures and processes of different government departments. The suggested integration framework has been demonstrated on two realistic case examples of public service integration in the current electronic government project implementation in Jordan. The first example is integrating three services, namely, applying for a Tourism Agency License, applying for a Vocational License and applying for No Criminal Record Certificate in a highly interoperable manner and a high level of adaptability to existing government policies and priorities. The second example draws upon the existing dependency in the current public service structure, and it applies the integration framework to Custom Clearance Service, Vocational Licenses and No Criminal Certificate services. Finally, the thesis provides a set of recommendations on how to apply the suggested integration framework to the identified areas of integration in the refugee camp, education and medical services, within the Zaatari refugee camp, and use this as model for future crisis management scenarios such as refugee camps.

This thesis is concerned with first-person accounts of the needs and experiences of asylum-seeking and refugee individuals in European asylum countries. The aim of the research programme was twofold. Firstly, to explore how participating asylum-seeking and refugee individuals understand and make sense of their experiences and how societies can best support them through qualitative methods. Secondly, to determine the value of using a method based on George Kelly’s Personal Construct Theory (PCT) as a ‘working tool’ to elicit constructs that guide meaning-making and understanding in asylum-seeking and refugee individuals in European countries. An inherent goal throughout the research was to give voice to asylum-seeking and refugee children, youths and adults, whose voices are rarely heard. The research programme included two types of studies. There were two exploratory studies based on Interpretative Phenomenological Analysis, and three studies that examined the value of applying a method based on Kelly’s PCT method, where the resulting data were analysed using a thematic analysis. Overall, the studies focus on first-person accounts and personal constructs of asylum-seeking and refugee children, youth and adults, and highlight aspects of the social world that are perceived to be critical to these individuals. In all of the studies, the immense importance of social support and social relationships were found to be main themes, in addition to possibilities related to education, work and being able to make a positive contribution to the resettlement country. Furthermore, challenges related to language difficulties, isolation, stigmatisation and cultural clashes were identified as central themes. It is hoped that these findings may be implemented in theoretical and practical work, when seeking to develop intervention and support strategies for these groups. Additionally, it is hoped that the participants’ willingness to share their perspectives will lead to an increased understanding of the complexity of asylum-seeking and refugee experiences.

Self-settlement is not a new concept but has been emerging over the past decade. Academic literature has varied on its definition and has often caused confusion. It has previously been related to ‘spontaneous’ settlement, undocumented migrants, IDP migration and has been blurred amongst the vast literature on local integration. Self-settlement in the context of this research concurs with later academic literature (Bakewell, Hovil, and Polzer) where refugees have greater freedom of movement and may or may not be officially registered. This research refers to refugees who have been externally displaced as a result of conflict and settle outside refugee camps and formal settlements. They negotiate the terms of their settlement directly with host communities who dictate the rate of integration and subsequent access to resources. The Gambia has hosted Casamance refugees fleeing from low-level civil conflict in Southern region of Senegal for nearly 30 years. It is West Africa’s longest running civil conflict. Official registration figures (although ambiguous) estimate 11,000 Casamance refugees are permanently located within 56 rural Gambian communities (WFP 2012). In this context, international legalities are clearly set out as in any other refugee situation. Casamance refugees have taken flight across an international border and until they are able to return they have been granted refugee status and protection in The Gambia under the 1951 Geneva Convention. However, the parameters of refugee terminology is thus confused as refugees are self-settled in host communities instead of formally settled within refugee camps. Refugee literature tends to investigate the impact of camp-based refugees have on local communities. Rarely does this literature investigate local integration through the solution of self-settlement. In addition, the historical, cultural, socio-economic and ethnic ties between The Gambia and Senegal has caused repeated mobilisation across the international border, prior to the conflict and colonialism, and this is further facilitated as the conflict escalates and subsides. As a result of increased demographic pressures, there is increased competition for community resources such as land, ii shelter, water, and natural resources which affect the sustainability of existing livelihood strategies. Adopting the capital assets model from the Sustainable Rural Livelihood Framework, a conceptual framework was devised to understand the integration of Casamance refugees and how they are able to access community resources. As a result, six villages were subject to environmental, socio-economic and livelihood assessments using an extensive multi-method approach over a two phase fieldwork period. This was to understand the impacts of integration, the challenges communities face, and how communities access resources to implement livelihoods. The results from this study indicate that there is relatively equal availability of resources for both groups. However there is differential access to resources, which is based on traditional community structures and the shared cultural heritage between host and refugee. Results also highlighted that tensions did exist between groups as a result of integration and access to resources but these were not necessarily primarily between host and refugee groups and also existed within groups. These tensions however, have been adequately mediated and resolved as a result of the traditional community structures in place within these communities. The thesis presents three themes of discussion from the results of this case study. Firstly, the theme of self-settlement will be revisited and argued that it can be considered a temporary and durable solution in refugee situations given an understanding of traditional community structures and common characteristics shared between host and refugee groups. Secondly, it re-engages with the SRL Framework and adapts the capital asset model for self-settled refugee situations. Finally, self-settlement will be considered in relation to various levels of policy and how it can be adapted in order to understand self-settlement and meet the demands of both host and refugee groups.

This thesis examines the stories that young people tell about becoming refugees and seeking asylum. It is a qualitative study based on 42 single narrative interviews, conducted in schools, public libraries and advocacy settings. The participants originated from 19 countries and ranged in age from 12-23 years, with four participants over 18 years. Stories represent a significant resource for asylum seekers, since the process of seeking asylum relies heavily on providing narrative testimony. Whilst there is an established field of literature focusing on the experiences of young refugees, little attention has been paid to the storied aspects of their lives. Beyond this, there are also significant gaps regarding young refugees’ journey experiences and the role of time in shaping their lives. This research seeks to fill these gaps by providing an in-depth study of the stories that young refugees tell and the ways in which themes of journeys and time feature in their accounts. The findings of this thesis are divided across three substantive themes, journeys, stories and time. Firstly, by examining participants’ accounts of being uprooted and in transit, the analysis demonstrates how migration journeys can be highly significant experiences for young refugees, shaping their lives long after their physical journey has ended. Secondly, this thesis highlights the significance of stories within the asylum system and the ways in which young people’s narrative and embodied accounts can come under scrutiny. Finally, this thesis points to the ways in which young refugees can experience a sense of being governed through time as they seek asylum. This thesis has sought to provide insights for both academic and policy audiences about the multiple aspects of insecurity that young refugees negotiate. Beyond this, the findings of this thesis demonstrate the creative and adaptive ways in which young people seek to forge more secure futures within contexts of displacement.

This thesis is an analysis of the intersectionality of gender and citizenship on the livelihood strategies of protracted refugees, through a case study of Palestinians in a Governorate in Jordan. More specifically it looks at the intersectionality of gender and citizenship in shaping access to further education and private and public sector employment of protracted Palestinian refugees in Jordan. An interpretative research paradigm using multiple qualitative methods has been adopted. A single embedded case study design was used that included non-participant observation and interviews with Transjordanians, Palestinian Jordanians and ex-Gazans as well as policy makers, and training and employment service providers. The data set included a total of (44) individual interviews, (6) focus groups, and (48) days of field observations. The data were analysed thematically using NVIVO 10. The study extends knowledge empirically by exploring the livelihood strategies of protracted Palestinian refugees in and outside camps compared to their host population. The theoretical original contribution to knowledge extends understandings of how the intersectionality of gender and inclusionary and exclusionary citizenship of protracted Palestinian refugees impacts on their access to further education and employment at the macro, meso and micro levels. Structuration theory is used to examine enabling and disabling factors influencing the agency of women and men to develop livelihood strategies. This research highlighted the nuanced forms of disadvantage that different types of protracted Palestinian refugees experience in their access to further education and employment compared to their host population. While similar strategies are deployed to improve livelihoods, the intersectionality of gender and citizenship created different experiences for them. An analysis of the intersectionality of gender and citizenship provides a differentiated nuanced understanding of variations in livelihoods in a population often considered to be homogenous which has implications for other protracted refugee populations.

1.1 Background: Despite growing recognition of the negative impact of ever stringent asylum employed by western governments, psychological conceptualisations of distress in these populations remains dominated by traumamodels. 1.2 Literature Review: A systematic literature review was conducted to collate and critique findings from studies relating postmigratory stress to asylum seeker distress. The 44 reviewed studies suggested asylum seekers endure a range of postmigratory stressors relating to acculturative challenges, social isolation, material deprivation and restrictive asylum legislation. Difficulties associated with conducting research with these populations are acknowledged. It is concluded that restrictive asylum policies greatly inhibit asylum seekers’ abilities to negotiate challenges resulting from displacement. Smail’s (2005) social materialist perspective is suggested as a framework for findings. 1.3 Research Report: No known British empirical research has focused on exploring relationships between postmigratory-stress and asylum seeker mental health. Based on established methodologies (e.g. Silove et al.,1997) a cross-sectional study was undertaken to explore the relative relationship with distress of postmigratory-stressors and premigratory-trauma exposure. An opportunity sample of 98 asylum seekers completed measures of postmigratory-stress (the PLDC: Silove et al., 1997); premigratory-trauma exposure (HTQ-TE; Mollica et al.,1992) and distress (HTQ-PTSD: Mollica et al.,1992; HSCL-25: Hesbacher et al.,1980; Winokur et al.,1984). High levels of exposure to premigratory-traumatic events, postmigratory stress, and distress were reported. Regression analyses revealed ‘Feeling a burden to others’ and being denied asylum to be the strongest predictors of distress. It is concluded that a range of postmigratory stressors impact negatively on asylum seeker wellbeing. Those denied asylum experience more restrictions and poorer mental health. Limitations are acknowledged. 1.4 Implications: The literature review and research report conclude that present asylum determination processes are damaging to those seeking refuge. Psychotherapeutic interventions directed at the intra-psychic level may be of limited effectiveness given the more primary social and material needs of these clients. 1.5 Critical Appraisal: Reflections on the research process are presented alongside key learning points.

My original contribution to the body of knowledge is a portfolio of evidence which includes: • An evaluation of Reache (Refugee and Asylum seekers Centre for Healthcare professionals Education) North West using a PEST (Political, Economic, Social and Technological) analysis and Thematic Content Analysis of semi-structured interviews which led to the development of the Reache North West model of education and training for refugee healthcare professionals. • The development of a course entitled Safe and Effective Clinical Communication Skills and the dissemination of this course via conference posters, oral presentations and a published journal article. In the case of the conference posters, the course was identified as good practice on two occasions. • A business case which led to the development of the Salford Communication and Language Assessment Resource (SCoLAR). This thesis analyses and critically appraises the action research, ideas, reports and publications, from 10 years of organizational experience. This also includes over ten years of personal experience teaching and managing education programmes for international students, and over four years of working with refugee healthcare professionals, assisting them in returning to their professional role in the UK. The evaluation of Reache North West sought to answer the research question ‘Are we effectively preparing refugee doctors for work in the NHS?’ Although there were only 5 respondents the evaluation answered this question positively. Also discussed is the process for the development of the safe and effective clinical communication course and the difficulty in this course to other groups of internationally trained doctors. My observations and experience of working with International Medical Graduates who have encountered language and communication difficulties are also discussed with the acknowledgement that more robust research processes are needed for future research.

The present qualitative research investigates a wide range of psychosocial responses to nakbah across 3 generations of internally displaced Palestinian families living in Israel through intergenerational narratives. Situated in a context of political violence and internal colonialism, the research was conducted with a mixed method design bringing together Interpretive Phenomenological Analysis and Grounded Theory, and informed by a constructionist-systemic perspective that better accounts for the complexity of refugees’ experience (Papadopoulos, 2002), and for the social and cultural differences imbedded in resilience and trauma constructs as performed by individuals, families, and communities. The theory expands the “trauma grid” model (Papadopoulos, 2002, 2006, 2007) and shows its intergenerational validity and applicability to internally colonized native populations exposed to a historical trauma and subjected to attacks on their survivance (Vizenor, 1999) and cultural diversity (Samson, 2003, 2008, 2013). The analysis of retrospective and present time narratives of 3 generations of nakbah-related internally displaced Palestinian families within Israel led to the emergence of a theory of complex intergenerational resilience composed of 3 dimensions of AAD (Adversity-activated Development), 2 main dimensions of resilience and 2 additional trauma-spectrum negative responses which were identified as subordinate and unpervasive. The outcome of this research may inform a more culturally sensitive and resilience-oriented understanding, intervention and prevention in the field of mental health among Palestinians in Israel. On the collective level, such a comprehensive approach may produce new insights on Palestinian national identity and its connections with experiences of victimhood and resilience due to past and present conditions of political conflict and social adversity. Limitations and implications for future research, professional practice and policy initiatives are discussed.

The United Kingdom’s acceptance of lesbian, gay, bisexual, and transgender (LGBT) refugees has been heralded as a progressive shift in asylum law. Indeed, the scope for the protection of sexual minorities under the Refugee Convention has expanded. The interpretation of the Convention definition of refugee in Article 1A(2) has been continuously adapted, especially the “particular social group” (PSG) category as well as the recognised scope of “well-founded fear of being persecuted.” This thesis interrogates how “gay” refugees have been accepted under the Convention. The analysis considers the ways judicial decision-making has constructed the PSG and persecution of sexual minority asylum seekers. The sample consists of 22 appeals from 1999-2011 which were identified as major legal developments, beginning with the first significant recognition of “homosexual” refugees. Several additional tribunal determinations and key international cases are also considered. A socio-legal approach is taken to study the tensions between fluid sociological images of gender and sexuality and the fixed notions of identity found in the law (whether arising from individual cases, formal practice, or state imperatives). Through an examination of the legal discourse in the texts examined, the research deconstructs the jurisprudential debates in order to assess their impact on sexual minorities seeking asylum. This contextual, rather than doctrinal, approach reveals how the jurisprudence often obscures sociologically problematic assumptions made by adjudicators. This analysis offers an original contribution, concluding that UK protection is grounded on the assumption that sexual and gender identity are “immutable.” Far from opening the UK to persecuted sexual minorities, the prevalence of this assumption significantly narrows the apparently “inclusive” construct of the refugee. Building on the findings, the thesis proposes that adjudication should focus on the persecutory intent to suppress non-conforming acts and identities (or norm deviance) in order to identify sexual minority refugees rather than the categories of LGBT. Additionally, framing determination in the terms of relational autonomy develops a better understanding of the conditions necessary to realise a non-conforming sexual and gendered life free of persecution. The concept of norm deviance decentres the assumption of a knowable truth of identity, and relational autonomy asserts that the deprivation of self-determination and rights to relate may constitute a well-founded fear of persecution.

This thesis explores chronicity amongst a small group of migrants living with HIV and other illnesses in London. It elucidates their engagements and experiences with self-care, particularly in light of tenuous citizenship. Drawing on field work in London from 2010-2011 with support groups for persons with HIV, largely made up of refugees and asylum seekers, I look at how social vulnerability and frustrations of claims to citizenship are crucial factors in creating conditions for doubt – reservations that centre less on living normally with chronic illness, than living and pursuing a life. I suggest chronicity encompasses varying and contested temporalities that place pressure on what the body is expected to achieve and endure. The thesis argues the task is not only to identify sources of injury and suffering, but to consider different manifestations of how people carry on living, and the ordinary ethical orientations emerging therein. It makes a number of interdisciplinary contributions to studies of chronic illness, chronicity, HIV, ordinary ethics, and migration. It brings together subjects of migration and HIV in novel ways. In drawing attention to the accidental converging of HIV, pharmaceuticals and migration, it highlights the unpredictable forms in which citizenship claims take shape, and go adrift. The thesis thus highlights how the basis for social entry, as well as exclusion, is deeply troubled. Being sick with HIV initiates one into systems of care offered by hospitals and charities, and further services for some, without resolving the legal and political-economic barriers to employment and self-sufficiency. For scholars and practitioners working within areas of community and public health, this study adds to research on both the continued importance and limitations of support groups for HIV and chronic illness management. This thesis illustrates how multifaceted support groups are, in the activities and conversation that unfold, and how this diversity is also a matter of recognising the diversity of individuals and collectives within them. It contributes to ethnographies of HIV in terms of chronic illness and chronicity by focusing less on the integration and presence of HIV into everyday routine, than its lapsing into a wider ethos of wellness and optimism, common hardships and distractions. In considering not only how individuals suffer but also how they endure, this work contributes to the emerging body of scholarship on ordinary ethics, and the extent to which the pursuit of good is stitched into both everyday and extraordinary events and negotiations.