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Europe witnessed a mass influx of refugees in the last few years, challenging its capability to deal with this humanitarian crisis and calling upon the efforts of all professionals who work with/for refugees, to intervene under a demanding situation. This paper presents the results of four focus groups implemented in Portugal with professionals who work with/for refugees and refugees themselves, developed within two European projects: Advenus and ReGap. The focus groups aimed at understanding the participants' perceptions about key knowledge, competences and practices to work towards refugees' social inclusion. Thematic analysis was applied and the results of the Advenus and ReGap focus groups combined, allowed to identify three main themes: i. Fit the context and meet the needs with a multidisciplinary, pragmatic, and flexible approach; ii. Will to make the change through activism and advocacy; and iii. Embrace diversity by developing empathy, cultural and gender sensitivity and sense of belonging. These main themes promote a reflection about the key knowledge, competences and practices of professionals who work with/for refugees.