(a) Physical Environment UNHCR Offices must ensure that all stages of the RSD process, from reception through to the RSD interview, are conducted in a child-friendly and non-threatening environment. To ensure that child Applicants are at ease and to encourage their participation in the RSD process, areas dedicated to children should feel safe, secure and welcoming. This can be done in a variety of ways, including having a separate reception/waiting area for children, displaying age-appropriate information and materials, or making available play and learning materials. Special consideration should also be given to the interviewing environment, in particular the set-up of the room, the seating arrangements, and the materials in the room. For example, a more informal seating arrangement (such as a round table with lower chairs comfortable for both children and adults) and taking hand-written notes rather than using computers may create a less intimidating physical environment and an atmosphere of trust conducive to disclosure. Where present, the child’s legal representative, guardian or support person should be sitting close to the child. (b) Attitudes, Behaviors and Skills of RSD Staff Wherever possible, RSD procedures involving child Applicants should be carried out by trained staff who have the knowledge and experience in interviewing and assisting child asylum-seekers. This includes Eligibility Officers, interpreters, as well as other Protection staff involved in or supporting RSD procedures. Eligibility Officers must be attentive to child Applicants’ specific needs and vulnerabilities and be able to adapt the manner in which the interview is conducted to the child’s age, level of emotional and mental development and maturity, but also gender, disability, culture, education and socio-economic background and other relevant factors. Like Eligibility Officers, Interpreters should also be sensitive to child Applicants’ specific needs and vulnerabilities and be provided with specific training and guidance to enable them to work effectively with children. The Eligibility Officer’s and Interpreter’s gender, cultural and linguistic background should be considered when assigning an RSD case. All RSD staff, including Interpreters, should be given the opportunity to participate in child-specific training programmes. Resources permitting, UNHCR Offices should consider designating a focal point(s) within the RSD team to provide advice and support to Eligibility Officers when adjudicating claims by child Applicants (‘Children Focal Point’). The Children Focal Point may also assume responsibility for ensuring appropriate liaison with other Protection staff within the UNHCR Office to ensure the Applicant’s protection needs and vulnerabilities inform the RSD procedures and are appropriately addressed within the context of RSD procedures. Given the importance of creating an atmosphere of trust and building rapport with a child Applicant, the Eligibility Officer needs to remain alert throughout the interview to any signs of potential problems with the quality of the interpretation or the attitude and behaviour of the Interpreter, and address any concerns immediately (see § 2.5.4 – Concerns relating to the Participation of an Interpreter). Child Applicants and their legal representatives, guardians or support persons should be made aware of existing standard Office complaints procedures by which they are able to bring to the attention of UNHCR issues regarding the conduct and behaviour of RSD staff (see § 2.6 – Complaints Procedure and § 2.5.9 – Supervision and Oversight of Interpreters). 76 Procedural Standards for RSD under UNHCR’s Mandate