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RESPONDER TO CLIENT
How do I approach someone who is experiencing a disaster?

GO SLOW- Much has happened to these people (clients) in a short amount of time. They may have lost their home, loved one or pet. Do not walk right up to them. Wait and watch nearby until you make eye contact with the person(s). They will convey that they are approachable by returning eye contact with you and having an open body position.

CHILDREN- If it’s a child, try to wait until they come up to you. Do not assume everyone wants to see you or speak with you. If you quietly go up to a child or adult and they are not feeling up to a visit with you, DO NOT take it personally. There are probably many more people in that area that would be helped by your presence.

PSYCHOLOGICAL FIRST AID

The American Red Cross has developed a key card that their Staff and volunteers use when they attend a disaster. Below are some of the key points.

• Make a connection
• Help people be safe
• Be kind, calm and compassionate
• Meet people’s basic needs
• LISTEN
• Give realistic assurance
• Encourage good coping
• Help people connect
• GIVE ACCURATE and timely information
• If you feel someone is having a very difficult
• time, go to your shelter manager and make a report.
• End the conversation when appropriate
• Take care of YOURSELF
• This is NOT a party. It is NOT a happy occasion. The people you meet may have endured the unthinkable.
• Our job is to first CARE and LISTEN.
• They may be worried, angry scared or hurt.
• IF they are angry, it’s best not to approach. They may lash out at you or anyone in the vicinity verbally or physically. Let the shelter manager know about the situation as soon as possible.
• DO listen if they want to talk. Sometimes this skill is the most important tool you will ever use. It’s harder to do than you might think. Keep in mind, it is not about you.
• DO NOT share personal information. This moment is for the help of the people involved. Our personal stories do not have a place right now.
• DO NOT share personal information such as: address, phone number, place of work, religion and politics.
• DO NOT PROSELYTIZE. This means do not share your religious beliefs at all. If they would like to pray, you may sit next to them for comfort and bow your head. But, let them pray.
• CLERGY Sometimes at events there are clergy available. Your Shelter manager can let you know where to find them so you can let them know someone may need their help.
• INSTINCT Your instinct will tell you when it may be appropriate To take out a red nose, offer a sticker, or perform quiet clown skills that may help to give their mind a vacation from what is going on if only for a moment.

Your caring and entertaining is also bringing HOPE.

BE POSITIVE, HOPEFUL AND CARING.

Thank you to the American Red Cross for their assistance with this information.