The volunteer group, operating under the supervision of the Phuket Immigration Office, currently has about 20 active members across four service points, including Phuket Town, Patong and Blue Tree.
However, according to long-serving volunteer and spokesperson Gerar Teuben, finding suitable candidates has become increasingly difficult.
“We need people who are genuinely committed,” Mr Teuben explained to The Phuket News. “This is not something you do casually. It requires time, training and responsibility.”
Mr Teuben, who has lived in Phuket for 37 years, has served as a volunteer for 18 years. He helped establish the Immigration Volunteer programme following the 2004 tsunami, alongside fellow founder Kevin Moss.
Having experienced first-hand how complex visa processes were in earlier decades ‒ particularly when English-language support was limited ‒ he said the aim was simple: to give something back.
“At that time, the process was much more difficult. Many foreigners didn’t understand what to do,” he said. “We wanted to help people who had the same problems we had.”
First point of contact
Today, volunteers assist tourists, retirees, business owners and long-term residents with visa extensions and documentation requirements.
Operating as the first point of contact at Immigration offices, volunteers explain visa categories and extension options, check documentation before applicants see officers, help complete forms and provide guidance on requirements for tourist, marriage, retirement and business extensions.
“We provide information only,” Mr Teuben stressed. “We check papers and explain the process. We cannot change rules or make decisions.”
Volunteers receive no salary, visa benefits or special privileges. Members must maintain their own visas independently and, until recent years, even paid for their own uniforms.
Training is extensive. Applicants must receive Immigration approval, undergo background checks through their embassies, complete a six-month to one-year training period, pass a written examination and serve a probation period of at least one year.
“It can take up to a year before someone is fully qualified,” Mr Teuben explained.
The group is seeking long-term foreign residents who hold valid long-stay extensions ‒ such as retirement or marriage visas ‒ and who can commit at least two full days per week.
“They must have strong interpersonal skills and be able to remain calm under pressure,” Mr Teuben said.
Language skills are an advantage but are not mandatory.
‘Detailed guidance’
“We are the first people visitors see,” he added. “Sometimes they arrive frustrated or confused. You must be patient and professional.”
Fellow volunteer Carmen Keppler noted that many elderly foreigners ‒ particularly those who do not speak English fluently ‒ rely heavily on volunteer assistance.
“Older applicants often need detailed guidance. We go through everything step by step,” she said.
It can be very stressful at times as applicants don’t always receive the information they expect. “It’s about communication,” Mr Teuben said. “You must know how to explain things clearly and respectfully.”
Despite the challenges, he said the reward is straightforward. “People come in frustrated and worried,” he said. “They leave with a smile. That’s why we do this.”
Interested candidates can contact the Immigration Volunteers through their official website at PIV-Phuket.com or email piv.information@gmail.com, where enquiries are screened before formal applications are submitted for approval.
Mr Teuben stressed the role is not suited for everybody. “We are here to help,” he said. “That is the only reason to join.”