This opening chapter introduces UNHCR through a personal narrative that contrasts first impressions of the organisation’s headquarters with early field experiences. The stark architecture of the Geneva building—part fortress, part symbol of transparency—serves as a metaphor for the contradictions observed over decades of service. Initial encounters reveal both the passion and ethical conviction of dedicated colleagues, as well as the cynicism of insiders who highlight high levels of burnout, alcoholism, and family breakdown within the agency. These contrasting perspectives raise a central question: how can an organisation committed to protection and compassion often reproduce cultures of fear, stress, and neglect? The chapter frames this inquiry by defining organisational culture in the sense of Edgar Schein and by outlining the book’s theoretical foundations in ethics, psychodynamics, and organisational psychology. It establishes the guiding tension between UNHCR’s founding values and the lived reality of its internal culture.