In Novi Pazar District Prison, rehabilitation work is grounded in understanding the people behind behaviour. For treatment officer Ilda Imamović, this means looking beyond actions to the stories behind them.

 “My job is not only to implement treatment programmes, but also to try to understand what lies behind a person's behaviour,” says Imamović, treatment officer at the District Prison in Novi Pazar, where she works directly with sentenced persons through individual and group rehabilitation programmes.

Her work is part of the action “Enhancing human rights protection for detained and sentenced persons in Serbia”, implemented under the European Union and Council of Europe joint programme “Horizontal Facility for the Western Balkans and Türkiye”, which supports the development of structured treatment approaches in prisons across Serbia.

For Imamović, the most important aspect of working with sentenced persons is the relationship that is built over time. “The most important aspect of working with sentenced persons is the relationship that is built- a relationship based on trust, consistency and mutual respect,” she explains. “Without trust, it is difficult to establish honest communication and expect meaningful change.”

She emphasises that every person enters the system with a different life story and internal conflicts, which makes an individual approach essential. “Every person comes with their own life story, experiences and internal conflicts,” she says. “When treatment is tailored to the individual, the results are more visible, more stable and longer-lasting.”

Continuous capacity building and professional support provided by the Administration for the Enforcement of Criminal Sanctions of the Ministry of Justice of the Republic of Serbia, as well as co-operation with the Council of Europe, have further strengthened this approach.

“This work requires constant reflection on one's own practice and the continuous acquisition of new knowledge and skills,” she says. “Through the training sessions, I have gained concrete tools that help me better understand the needs of sentenced persons, the processes they go through, but also to develop a more secure and structured approach to treatment.”

She adds that capacity building on modern treatment approaches, ethical standards and structured work have been particularly valuable, while exchange with colleagues contributes to a sense of professional support and shared learning.

Building on this approach, Imamović works to ensure active participation and personal responsibility among sentenced persons. “I strive to ensure that sentenced persons are active participants in the process, rather than merely passive recipients,” she says. “Change has a greater impact when it comes from within.”

She highlights motivational interviewing and cognitive-behavioural programmes introduced through the Council of Europe and EU-supported action as important tools that have strengthened both individual and group work.

The impact of these approaches can often be seen in gradual but meaningful changes. She recalls one participant who initially showed strong resistance and difficulties in controlling anger. Over time, through structured cognitive-behavioural work supported by the Council of Europe, he began to recognise and regulate his reactions. “An important moment came when he himself initiated a conversation about a situation in which he would previously have reacted impulsively, but this time he stopped and chose a more constructive response,” she notes.

Another participant, initially withdrawn and anxious, gradually became more engaged in group discussions and more confident in expressing himself. By the end of the programme cycle, he had become one of the most active participants in the group. “These are small steps, but they are the result of serious inner work,” Imamović says. “Such progress can be highly significant for a person's functioning after release from prison.”

She also emphasises the importance of continuous professional development. “This work requires constant reflection on one's own practice and the continuous acquisition of new knowledge and skills,” she says.

Looking ahead, Imamović sees the greatest value of these programmes in the internal changes they support- in how people begin to reflect on themselves and their choices. At the same time, she believes that support after release should be further strengthened to sustain progress. “Change is possible when a person has the opportunity to be heard, understood and supported,” she concludes.