In my opinion, these people are very well intentioned. Those that I have met—I do not know many—want to do their work well, but they do not have enough experience or enough life experience. I have the impression that they have learned a lot of fine theory at university, but, once they are on the front lines, they realize that it is not quite the same thing.
Since the officers do not meet the people seeking a PRRA, they have to rely on documentation. It is impossible to understand someone's situation simply by looking at documents, without having any contact except by sending out a refusal once the decision is made.
It seems to me that lack of experience is a problem. It is not the fault of the officers, who have the best of intentions. It is just that they are very young and they lack training and experience.