Originally Posted by
thoglette
They are supposed to be competent at their job. If that means knowing how "Schengen states" is spelt in 26 languages they better bloody know all of them.
IMO, they don't need to know it off the top of their head. Where do you draw the line at knowing the translation in 26 languages but not knowing all the documentation rules to begin with? This is an AA problem for not providing employees with the proper tools to do their job correctly and for agents not being humble to know when they don't know something and seek assistance (from a document-support help line or something).