Effectiveness of Foreign Refugee Handling Services by Kupang Regional Government with the International Organization for Migration (IOM)


Ni Putu Tirka Widanti(1*), Charles Fernandes(2)

(1) Department of Public Administration, Universitas Ngurah Rai, Denpasar
(2) Department of Public Administration, Universitas Ngurah Rai, Denpasar
(*) Corresponding Author


This study aims to analyze the effectiveness of the service for handling the refugee from abroad in Kupang by the Regional Government of Kupang in collaboration with IOM after the delivery from the Kupang Immigration Detention Center and to examine the factors that cause the ineffectiveness of the foreign refugee handling services. This study uses qualitative research approach that focuses on analyzing the services for handling refugees from abroad in Kupang based on the concept of good service characteristics. The study found that the implementation of services for handling refugees from abroad in Kupang has not been effective due to: lack of participation by the Kupang Regional Government, lack of maintenance in the facilities and infrastructure in the shelter, lack of human resources officers at the shelter, local government feels not responsible for handling refugees, health services are less responsive, language barriers, Kupang local government does not have a database of refugees from abroad, lack of knowledge on refugee status and human rights enforcement by immigration officers, the reactive attitude of the refugees that reduce the trust of the Kupang Rudenim. In conclusion, the effectiveness of refugees from abroad handling services in Kupang which is managed by the Kupang Regional Government in collaboration with International Organization for Migration (IOM) is still not optimal if judged based on good service indicators.


IOM; Kupang regional government; public service; refugees; shelter

Full Text:



Abdi, I., Murphy, B., & Seale, H. (2020). Evaluating the Health Literacy Demand and Cultural Appropriateness of Online Immunisation Information Available to Refugee and Migrant Communities in Australia. Vaccine, 38(41), 6410–6417. https://doi.org/10.1016/j.vaccine.2020.07.071

Babbie, E. (2016). The Practice of Social Research. Teaching Sociology (14th ed.). Boston: Cengage Learning.

Bahar Özvarış, Ş., Kayı, İ., Mardin, D., Sakarya, S., Ekzayez, A., Meagher, K., & Patel, P. (2020). COVID-19 Barriers and Response Strategies for Refugees and Undocumented Migrants in Turkey. Journal of Migration and Health, 1–2(November), 1-12.

Briciu, B. (2020). “Anyone can become a refugee:” Strategies for Empathic concern in Activist Documentaries on Migration. Emotion, Space and Society, 37(September), 1-13.

Budiyanti, H., Yamin, A., & Patiro, S. P. siolemba. (2019). Public Service Motivation Measurement: A Test of Perry’s Scale in Indonesia. JKAP (Jurnal Kebijakan Dan Administrasi Publik), 23(1), 16. https://doi.org/10.22146/jkap.39653

Darmawan, O. (2016). Implementasi Norma Standard di Rumah Detensi Jakarta dalam Upaya Pencegahan Konflik antar Deteni. Jurnal Ilmiah Kebijakan Hukum, 10(1), 71–86.

Dewansyah, B. (2019). Indonesian Diaspora Movement and Citizenship Law Reform: towards “Semi-Dual Citizenship.” Diaspora Studies, 12(1), 52–63. https://doi.org/10.1080/09739572.2018.1538688

Dewansyah, B., Dramanda, W., & Mulyana, I. (2017). Asylum Seekers in a Non-Immigrant State and the Absence of Regional Asylum Seekers Mechanism: A Case Study of Rohingya Asylum Seekers in Aceh-Indonesia and Asean Response. Indonesia Law Review, 7(3), 341–366.

Domloboy, E. N. (2017). Peranan International Organization for Migration (IOM) dalam Menangani Permasalahan Refugees (Pengungsi) Rohingya di Indonesia. Jurnal PIR (Power in International), 2(1), 70–81.

Frounfelker, R. L., Mishra, T., Dhesi, S., Gautam, B., Adhikari, N., & Betancourt, T. S. (2020). “We are All under the Same Roof”: Coping and Meaning-Making among Older Bhutanese with a Refugee Life Experience. Social Science and Medicine, 264, 113311. https://doi.org/10.1016/j.socscimed.2020.113311

Harijanti, S. D., Dewansyah, B., Abdurahman, A., & Dramanda, W. (2018). Citizenship and the Indonesian Diaspora: Lessons from the South Korean and Indian Experiences. Border Crossing, 8(2), 297–310. https://doi.org/10.33182/bc.v8i2.447

Hendriks, M., & Bartram, D. (2019). Bringing Happiness Into the Study of Migration and Its Consequences: What, Why, and How? Journal of Immigrant and Refugee Studies, 17(3), 279–298. https://doi.org/10.1080/15562948.2018.1458169

Herawaty, O. A., & Sugiyo. (2020). Pendetensian dan Deportasi: Teknis Substantif Pengawasan keimigrasian (Vol. 15). Depok: BPSDM KUMHAM Press.

International Organization for Migration, I. (2017). Contribution to the Fifteenth Coordination Meeting on International Migration. In Fifteenth Coordination Meeting on International Migration (pp. 1–7). New York: Population Division Department of Economic and Social Affairs United Nations Secretariat.

IOM-Indonesia. (2020). Managing Migration for the Benefit of All. Indonesia: IOM Indonesia Headquaters.

Iskandar, J. (2012). Kapita Selekta Teori Administrasi Negara. Bandung: Puspaga.

Kasmir. (2005). Etika Customer Service. Jakarta: PT. Raja Grafindo Persada.

Khanifah, L. N. (2019). Determining Public Value of Infrastructure Projects: Case Studies in Yogyakarta Province, Indonesia. JKAP (Jurnal Kebijakan Dan Administrasi Publik), 23(2), 109–122.

Krzyżanowski, M., Triandafyllidou, A., & Wodak, R. (2018). The Mediatization and the Politicization of the “Refugee Crisis” in Europe. Journal of Immigrant and Refugee Studies, 16(1–2), 1–14. https://doi.org/10.1080/15562948.2017.1353189

Lergetporer, P., Piopiunik, M., & Simon, L. (2021). Does the Education Level of Refugees Affect Natives’ Attitudes? European Economic Review, 134(May).

Maharani, S., Mono, U., & Perangin-angin, A. B. (2022). Managing Cross Culture Diversity: Issues and Challenges in Workplace. Austronesian: Journal of Language Science & Literature, 1(2), 74–82.

Maher, D. (2020). The Professional Learning of Refugee Volunteer Teachers in Indonesian Refugee Learning Centres. Teaching and Teacher Education, 93(April), 1–10. https://doi.org/10.1016/j.tate.2020.103095

Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). United States of America: SAGE Publications, Inc.

Mudhofar, M. (2021). The Effect of Performance Allowances On Motivation, Employees’ Work Achievement and Organizational Performance in Government Offices. Jurnal Administrasi Publik: Public Administration Journal, 11(1), 101–110. https://doi.org/10.31289/jap.v11i1.4963

Muhidin, S., & Utomo, A. (2016). Global Indonesian Diaspora: How many are there and where are they? JAS (Journal of ASEAN Studies), 3(2), 93. https://doi.org/10.21512/jas.v3i2.847

Primawardani, Y., & Kurniawan, A. R. (2018). Penanganan Pengungsi dari Luar Negeri oleh Petugas Rumah Detensi Imigrasi di Provinsi Sulawesi Selatan. Jurnal Ilmiah Kebijakan Hukum, 12(2), 179–197.

Putra, D. G., & Zulkarnaini. (2016). Implementasi Standar Operasional Prosedure Rumah Detensi Imigrasi (Rudenim) di Kota Pekanbaru. JOM Fisip, 15(2), 1–23.

Rheindorf, M., & Wodak, R. (2018). Borders, Fences, and Limits—Protecting Austria from Refugees: Metadiscursive Negotiation of Meaning in the Current Refugee Crisis. Journal of Immigrant and Refugee Studies, 16(1–2), 15–38. https://doi.org/10.1080/15562948.2017.1302032

Rip, J., Zijlstra, E., Post, W., Kalverboer, M., & Knorth, E. J. (2020). “It can never be as perfect as home”: An Explorative Study into the Fostering Experiences of Unaccompanied Refugee Children, Their Foster Carers and Social Workers. Children and Youth Services Review, 112(March), 104924. https://doi.org/10.1016/j.childyouth.2020.104924

Ritchie, J., & Lewis, J. (2003). Qualitative Research Practice: A Guide for Social Science Students and Researchers. Journal of Social Intervention: Theory and Practice. London: Sage Publication Ltd.

Schlechter, P., Rodriguez, I. M., Morina, N., Knausenberger, J., Wilkinson, P. O., & Hellmann, J. H. (2021). Psychological Distress in Refugees: The Role of Traumatic Events, Resilience, Social Support, and Support by Religious Faith. Psychiatry Research, 304(October), 114–121.

Wahlbeck, Ö. (2019). To Share or Not to Share Responsibility? Finnish Refugee Policy and the Hesitant Support for a Common European Asylum System. Journal of Immigrant and Refugee Studies, 17(3), 299–316.

Law No. 6 of 2011 concerning Immigration.

Law No. 25 of 2009 concerning Public Services.

Presidential Decree No. 125 of 2016 concerning Handling of Refugees from Overseas.

DOI: https://doi.org/10.22146/jkap.70215

Article Metrics

Abstract views : 1932 | views : 1634


  • There are currently no refbacks.

Copyright (c) 2022 JKAP (Jurnal Kebijakan dan Administrasi Publik)

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.