A group of Australian friends were on a guided tour of Europe when their tour stopped in Lisbon. They were not to know that it would be the last destination for one of their party.
Cristina, a dual Australian-Portuguese national, has been part of the consular team at the Australian Embassy in Lisbon for over two decades. When the Embassy was contacted about the unexpected death of an Australian citizen, she stepped in to assist the deceased's partner.
"The family member was clearly distraught, overwhelmed, and being in an unfamiliar country only complicated the situation," Cristina recalls.
"Although the couple was travelling with a friend, the bereaved partner felt anxious about what to do next."
The family member was unclear about the next steps when it came to arranging the release of their partner's body, and what needed to be organised for the return to Australia.
With her extensive experience handling cases where an Australian has passed away overseas, Cristina was well placed to advise the family member on what to do next.
"Each death leaves its mark not only on the family, but also on the consular officers," she said.
"While there are standard consular guidelines for death cases, I had to think out of the box to overcome some of the challenges presented.
"Obtaining autopsy results and other reports from local authorities quickly, requires experience and some special skills."
The family member was deeply appreciative of all of Cristina's efforts, as her quick actions helped the family member make arrangements for the repatriation of their deceased partner.
"Having ready access to current information and being able to relay it to clients is important," Cristina recalls.
As the couple had taken out travel insurance prior to their trip, their travel insurance provider then stepped in, ensuring all requirements were met for the return to Australia.
While the Australian Embassy in Lisbon is relatively small, it also has responsibility for Cabo Verde, Sao Tome and Principe and Guinea Bissau, assisting with Australian passport renewals, offering notarial services and building networks with local authorities through consular visits.
Among the cases Cristina is seeing more and more, are those relating to mental health issues.
"One of the main factors that has had an impact on me since commencing at the Embassy is the increase of Australians with mental health issues," Cristina said.
"I have seen how this health problem does not discriminate by social status or age. It can affect anyone, whether impacted by an emotional situation or a substance abuse scenario.
"I have also seen the importance of, and the positive impact that happens when a person has strong family unit available to provide support.
"My role liaising with external stakeholders is key to resolving situations that Australians may find themselves overseas. These include hospitals, local mental health associations and local police authorities.
"Many times, these stakeholders have tirelessly assisted us, such as locating the whereabouts of Australians who may be in danger of causing self-harm."
Despite dealing with intense consular cases such as these, Cristina feels supported by the Department, her Embassy colleagues and regional consular officers every step of the way.
"Advice is quickly made available, so I never feel at a loss when confronted by more complex situations," Cristina said.
"Clients may feel overwhelmed and are grateful when we can help mitigate the issue with our expertise and guidance."
Situations such as the death of a loved one can be highly emotional, but Cristina appreciates how rewarding it is to be able to help someone at their most vulnerable.
"These cases are always sensitive, and a level of empathy is always necessary," she reflects.
"It's interesting to see how quickly a professional bond can develop between the client and consular officer. Trust is quickly established, and it is rewarding to have the client's positive feedback once they return home to Australia."
Smartraveller
When an Australian dies overseas, their next of kin will probably experience more difficulties than if they'd died back home. This can be challenging and expensive. Travel insurance is essential and can ease the financial and administrative burden on loved ones.
Smartraveller provides information on what happens if an Australian dies overseas and what you should do before you travel.
Before you travel overseas, make Smartraveller your first destination.