These are people who will provide free services. These representatives must know about immigration law and the rules of practice in court. Law school students and graduates, and people with good moral character who have a personal or professional affiliation with you (a relative, neighbor, clergy, co-worker, or friend) are all examples of qualified representatives.
The respondent did not have money to pay for an attorney. But she was pleased that she received guidance from a qualified representative who was able to explain the court proceeding to her.
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