Psychological First Aid Field Operations Guide PDF

PSYCHOLOGICAL FIRST AID Field Operations Guide 2nd Edition National Child Traumatic Stress Network National Center for PTSD National Child Traumatic Stress Network Established by Congress in 2000, the National Child Traumatic Stress Network (NCTSN) is a unique collaboration of academic and community-based service centers whose mission is to raise the standard of care and increase access to services for traumatized children and their families across the United States. Combining knowledge of child development, expertise in the full range of child traumatic experiences, and attention to cultural perspectives, the NCTSN serves as a national resource for developing and disseminating evidence-based interventions, trauma-informed services, and public and professional education. National Center for PTSD VA’s National Center for PTSD is a world leader in research and education programs focusing on PTSD and other psychological and medical consequences of traumatic stress. Mandated by Congress in 1989, the Center is a consortium of seven academic centers of excellence providing research, education and consultation in the ﬁeld of traumatic stress. The views, opinions, and content are those of the authors, and do not necessarily reﬂect those of SAMHSA or HHS. Copyright © 2006 Brymer M, Jacobs A, Layne C, Pynoos R, Ruzek J, Steinberg A, Vernberg E, Watson P, (National Child Traumatic Stress Network and National Center for PTSD). All rights reserved. You are welcome to copy or redistribute this material in print or electronically provided the text is not modiﬁed, the authors and the National Child Traumatic Stress Network (NCTSN) and National Center for PTSD (NCPTSD) are cited in any use, and no fee is charged for copies of this publication. Unauthorized commercial publication or exploitation of this material is speciﬁcally prohibited. Anyone wishing to use any of this material for commercial use must request and receive prior written permission from the NCTSN. Permission for such use is granted on a case-by-case basis at the sole discretion of NCTSN. If you would like permission to adapt or license these materials, please contact Melissa Brymer, Psy.D. at [email protected]. Other inquires can be directed to the NCTSN National Resource Center at [email protected] or (919) 682-1552. Psychological First Aid Table of Contents Acknowledgements ..............................................................................................................................1 Introduction and Overview .................................................................................................................5 Preparing to Deliver Psychological First Aid ..................................................................................13 Core Actions .......................................................................................................................................19 1. Contact and Engagement .....................................................................................................23 2. Safety and Comfort ..............................................................................................................27 3. Stabilization (if needed).......................................................................................................49 4. Information Gathering: Needs and Current Concerns .........................................................57 5. Practical Assistance ..............................................................................................................65 6. Connection with Social Supports.........................................................................................69 7. Information on Coping.........................................................................................................77 8. Linkage with Collaborative Services ...................................................................................93 LIST OF APPENDICES: ..................................................................................................................97 Appendix A: Overview of Psychological First Aid .............................................................................................99 Appendix B: Service Delivery Sites and Settings .............................................................................................103 Appendix C: Psychological First Aid Provider Care.........................................................................................109 Appendix D: Psychological First Aid Worksheets ............................................................................................119 Appendix E: Handouts for Survivors ................................................................................................................125 Appendix F: Duplicate Handouts to Copy and Distribute Psychological First Aid - Field Operations Guide I This page intentionally left blank. Acknowledgements Acknowledgements This Psychological First Aid Field Operations Guide was developed by the National Child Traumatic Stress Network and the National Center for PTSD. Members of the National Child Traumatic Stress Network and the National Center for PTSD, as well as other individuals involved in coordinating and participating in disaster response, have contributed to the current document. The principal authors (in alphabetical order) included: Melissa Brymer, Christopher Layne, Anne Jacobs, Robert Pynoos, Josef Ruzek, Alan Steinberg, Eric Vernberg, and Patricia Watson. Special contributors included: Steve Berkowitz, Dora Black, Carrie Epstein, Julian Ford, Laura Gibson, Robin Gurwitch, Jack Herrmann, Jessica Hamblen, Russell Jones, Robert Macy, William Saltzman, Janine Shelby, Merritt Schreiber, Betty Pfefferbaum, Rose Pfefferbaum, Margaret Samuels, Cynthia Whitham, Bonita Wirth, and Bruce Young. Additional material for this Psychological First Aid Field Operations Guide was drawn from an adaptation by the Medical Reserve Corps (MRC). Principal authors for the MRC adaptation (in alphabetical order) included: Abbe Finn, Jack Herrmann, John Hickey, Edward Kantor, Patricia Santucci, and James Shultz. Additional content was provided by members of the Clergy Adaptation Group, including from Fuller Theological Seminary (in alphabetical order): David Augsburger, Cynthia Eriksson, David Foy, Peter Kung, Doug McConnell, Kathy Putnam, Dave Scott, and Jennifer Orona; from the HealthCare Chaplaincy (in alphabetical order): Nathan Goldberg, George Handzo, Yusuf Hasan, Martha Jacobs, Jon Overvold, and Eun Joo Kim; and from the Adolescent Trauma Treatment Development Center of the North Shore Long Island Jewish Health System (in alphabetical order): Christine DiBenedetto, Sandra Kaplan, Victor Labruna, Ayme Turnbull, and Juliet Vogel. Additional content was also provided by the University of California, San Francisco (in alphabetical order): Chandra Ghosh Ippen, Alicia Lieberman, and Patricia Van Horn. A SAMHSA-supported expert review panel was convened on March 31-April 1, 2005. Participants made invaluable contributions. Those attending included: Miksha Nation, Cecilia Revera-Casale, Kerry Crawford, Rosemary Creeden, Daniel Dodgen, Darrin Donato, William Eisenberg, Mary Fetchet, Ellen Gerrity, Richard Gist, Ian Gordon, Susan Hamilton, Seth Hassett, Jack Herrmann, Stevan Hobfoll, Stacia Jepson, Sandra Kaplan, Susan Ko, Linda Ligenza, Steven Marans, Christina Mosser, April Naturale, Elana Newman, Bonnie O’Neill, Dori Reissman, Gilbert Reyes, Janine Shelby, and Robert Ursano. For citation: Brymer M, Jacobs A, Layne C, Pynoos R, Ruzek J, Steinberg A, Vernberg E, Watson P, (National Child Traumatic Stress Network and National Center for PTSD), Psychological First Aid: Field Operations Guide, 2nd Edition. July, 2006. Available on: www.nctsn.org and www.ncptsd.va.gov. Psychological First Aid - Field Operations Guide 1 This page intentionally left blank. 2 National Child Traumatic Stress Network National Center for PTSD Psychological First Aid Field Operations Guide 2nd Edition Introduction and Overview: � � � � � � � � What is Psychological First Aid? Who is Psychological First Aid for? Who Delivers Psychological First Aid? When Should Psychological First Aid Be Used? Where Should Psychological First Aid Be Used? Strengths of Psychological First Aid Basic Objectives of Psychological First Aid Delivering Psychological First Aid This page intentionally left blank. National Child Traumatic Stress Network National Center for PTSD What is Psychological First Aid? Psychological First Aid is an evidence-informed1 modular approach to help children, adolescents, adults, and families in the immediate aftermath of disaster and terrorism. Psychological First Aid is designed to reduce the initial distress caused by traumatic events and to foster short- and long-term adaptive functioning and coping. Principles and techniques of Psychological First Aid meet four basic standards. They are: 1. Consistent with research evidence on risk and resilience following trauma 2. Applicable and practical in ﬁeld settings 3. Appropriate for developmental levels across the lifespan 4. Culturally informed and delivered in a ﬂexible manner Psychological First Aid does not assume that all survivors will develop severe mental health problems or long-term difﬁculties in recovery. Instead, it is based on an understanding that disaster survivors and others affected by such events will experience a broad range of early reactions (for example, physical, psychological, behavioral, spiritual). Some of these reactions will cause enough distress to interfere with adaptive coping, and recovery may be helped by support from compassionate and caring disaster responders. Who is Psychological First Aid For? Psychological First Aid intervention strategies are intended for use with children, adolescents, parents/caretakers, families, and adults exposed to disaster or terrorism. Psychological First Aid can also be provided to ﬁrst responders and other disaster relief workers. Who Delivers Psychological First Aid? Psychological First Aid is designed for delivery by mental health and other disaster response workers who provide early assistance to affected children, families, and adults as part of an organized disaster response effort. These providers may be imbedded in a variety of response units, including ﬁrst responder teams, incident command systems, primary and emergency health care, school crisis response teams, faith-based organizations, Community Emergency Response Teams (CERT), Medical Reserve Corps, the Citizens Corps, and other disaster relief organizations. 1 Psychological First Aid is supported by disaster mental health experts as the “acute intervention of choice” when re sponding to the psychosocial needs of children, adults and families affected by disaster and terrorism. At the time of this writing, this model requires systematic empirical support; however, because many of the components have been guided by research, there is consensus among experts that these components provide effective ways to help survivors manage post-disaster distress and adversities, and to identify those who may require additional services. Psychological First Aid - Field Operations Guide 5 Introduction and Overview Introduction and Overview Psychological First Aid is a supportive intervention for use in the immediate aftermath of disasters and terrorism. Where Should Psychological First Aid Be Used? Psychological First Aid is designed for delivery in diverse settings. Mental health and other disaster response workers may be called upon to provide Psychological First Aid in general population shelters, special needs shelters, ﬁeld hospitals and medical triage areas, acute care facilities (for example, Emergency Departments), staging areas or respite centers for ﬁrst responders or other relief workers, emergency operations centers, crisis hotlines or phone banks, feeding locations, disaster assistance service centers, family reception and assistance centers, homes, businesses, and other community settings. For more information on the challenges of providing Psychological First Aid in various service settings, see Appendix B. Strengths of Psychological First Aid � Psychological First Aid includes basic information-gathering techniques to help providers make rapid assessments of survivors’ immediate concerns and needs, and to implement supportive activities in a ﬂexible manner. � Psychological First Aid relies on ﬁeld-tested, evidence-informed strategies that can be provided in a variety of disaster settings. � Psychological First Aid emphasizes developmentally and culturally appropriate interventions for survivors of various ages and backgrounds. � Psychological First Aid includes handouts that provide important information for youth, adults, and families for their use over the course of recovery. Basic Objectives of Psychological First Aid 6 � Establish a human connection in a non-intrusive, compassionate manner. � Enhance immediate and ongoing safety, and provide physical and emotional comfort. � Calm and orient emotionally overwhelmed or distraught survivors. � Help survivors to tell you speciﬁcally what their immediate needs and concerns are, and gather additional information as appropriate. � Offer practical assistance and information to help survivors address their immediate needs and concerns. National Child Traumatic Stress Network National Center for PTSD Introduction and Overview When Should Psychological First Aid Be Used? Connect survivors as soon as possible to social support networks, including family members, friends, neighbors, and community helping resources. � Support adaptive coping, acknowledge coping efforts and strengths, and empower survivors; encourage adults, children, and families to take an active role in their recovery. � Provide information that may help survivors cope effectively with the psychological impact of disasters. � Be clear about your availability, and (when appropriate) link the survivor to another member of a disaster response team or to local recovery systems, mental health services, public-sector services, and organizations. Delivering Psychological First Aid Professional Behavior � Operate only within the framework of an authorized disaster response system. � Model healthy responses; be calm, courteous, organized, and helpful. � Be visible and available. � Maintain conﬁdentiality as appropriate. � Remain within the scope of your expertise and your designated role. � Make appropriate referrals when additional expertise is needed or requested by the survivor. � Be knowledgeable and sensitive to issues of culture and diversity. � Pay attention to your own emotional and physical reactions, and practice self-care. Guidelines for Delivering Psychological First Aid � Politely observe ﬁrst; don’t intrude. Then ask simple respectful questions to determine how you may help. � Often, the best way to make contact is to provide practical assistance (food, water, blankets). � Initiate contact only after you have observed the situation and the person or family, and have determined that contact is not likely to be intrusive or disruptive. � Be prepared that survivors will either avoid you or ﬂood you with contact. � Speak calmly. Be patient, responsive, and sensitive. Psychological First Aid - Field Operations Guide 7 Introduction and Overview � � Speak slowly, in simple concrete terms; don’t use acronyms or jargon. � If survivors want to talk, be prepared to listen. When you listen, focus on hearing what they want to tell you, and how you can be of help. � Acknowledge the positive features of what the survivor has done to keep safe. � Give information that directly addresses the survivor’s immediate goals and clarify answers repeatedly as needed. � Give information that is accurate and age-appropriate for your audience. � When communicating through a translator or interpreter, look at and talk to the person you are addressing, not at the translator or interpreter. � Remember that the goal of Psychological First Aid is to reduce distress, assist with current needs, and promote adaptive functioning, not to elicit details of traumatic experiences and losses. Some Behaviors to Avoid 8 � Do not make assumptions about what survivors are experiencing or what they have been through. � Do not assume that everyone exposed to a disaster will be traumatized. � Do not pathologize. Most acute reactions are understandable and expectable given what people exposed to the disaster have experienced. Do not label reactions as “symptoms,” or speak in terms of “diagnoses,” “conditions,” “pathologies,” or “disorders.” � Do not talk down to or patronize the survivor, or focus on his/her helplessness, weaknesses, mistakes, or disability. Focus instead on what the person has done that is effective or may have contributed to helping others in need, both during the disaster and in the present setting. � Do not assume that all survivors want to talk or need to talk to you. Often, being physically present in a supportive and calm way helps affected people feel safer and more able to cope. � Do not “debrief” by asking for details of what happened. � Do not speculate or offer possibly inaccurate information. If you cannot answer a survivor’s question, do your best to learn the facts. National Child Traumatic Stress Network National Center for PTSD Introduction and Overview Guidelines for Delivering Psychological First Aid - continued � For young children, sit or crouch at the child’s eye level. � Help school-age children verbalize their feelings, concerns and questions; provide simple labels for common emotional reactions (for example, mad, sad, scared, worried). Do not use extreme words like “terriﬁed” or “horriﬁed” because this may increase their distress. � Listen carefully and check in with the child to make sure you understand him/her. � Be aware that children may show developmental regression in their behavior and use of language. � Match your language to the child’s developmental level. Younger children typically have less understanding of abstract concepts like “death.” Use direct and simple language as much as possible. � Talk to adolescents “adult-to-adult,” so you give the message that you respect their feelings, concerns, and questions. � Reinforce these techniques with the child’s parents/caregivers to help them provide appropriate emotional support to their child. Working with Older Adults � Older adults have strengths as well as vulnerabilities. Many older adults have acquired effective coping skills over a lifetime of dealing with adversities. � For those who may have a hearing difﬁculty, speak clearly and in a low pitch. � Don’t make assumptions based only on physical appearance or age, for example, that a confused elder has irreversible problems with memory, reasoning, or judgment. Reasons for apparent confusion may include: disaster-related disorientation due to change in surroundings; poor vision or hearing; poor nutrition or dehydration; sleep deprivation; a medical condition or problems with medications; social isolation; and feeling helpless or vulnerable. � An older adult with a mental health disability may be more upset or confused in unfamiliar surroundings. If you identify such an individual, help to make arrangements for a mental health consultation or referral. Working With Survivors with Disabilities � When needed, try to provide assistance in an area with little noise or other stimulation. � Address the person directly, rather than the caretaker, unless direct communication is difﬁcult. Psychological First Aid - Field Operations Guide 9 Introduction and Overview Working With Children and Adolescents 10 � If communication (hearing, memory, speech) seems impaired, speak simply and slowly. � Take the word of a person who claims to have a disability–even if the disability is not obvious or familiar to you. � When you are unsure of how to help, ask, “What can I do to help?” and trust what the person tells you. � When possible, enable the person to be self-sufﬁcient. � Offer a blind or visually impaired person your arm to help him/her move about in unfamiliar surroundings. � If needed, offer to write down information and make arrangements for the person to receive written announcements. � Keep essential aids (such as medications, oxygen tank, respiratory equipment, and wheelchair) with the person. National Child Traumatic Stress Network National Center for PTSD Introduction and Overview Working With Survivors with Disabilities - continued Psychological First Aid Field Operations Guide 2nd Edition Preparing to Deliver Psychological First Aid: � � � � � � Entering the Setting Providing Services Group Settings Maintain a Calm Presence Be Sensitive to Culture and Diversity Be Aware of At-Risk Populations This page intentionally left blank. National Child Traumatic Stress Network National Center for PTSD In order to be of assistance to disaster-affected communities, the Psychological First Aid provider must be knowledgeable about the nature of the event, current circumstances, and the type and availability of relief and support services. Planning and preparation are important when working as a Psychological First Aid provider. Up-to-date training in disaster mental health and knowledge of your incident command structure are critical components in undertaking disaster relief work. You may also be working with children, older adults and special populations, all of which require additional in-depth knowledge. In deciding whether to participate in disaster response, you should consider your comfort level with this type of work, your current health, your family and work circumstances, and be prepared to engage in appropriate self-care. See Appendix C for more guidance in regard to these topics. Entering the Setting Psychological First Aid begins when a disaster response worker enters an emergency management setting in the aftermath of a disaster (See Appendix B for descriptions of various service delivery sites). Successful entry involves working within the framework of an authorized Incident Command System (ICS) in which roles and decision-making are clearly deﬁned. It is essential to establish communication and coordinate all activities with authorized personnel or organizations that are managing the setting. Effective entry also includes learning as much as you can about the setting, for example, leadership, organization, policies and procedures, security, and available support services. You need to have accurate information about what is going to happen, what services are available, and where they can be found. This information needs to be gathered as soon as possible, given that providing such information is often critical to reducing distress and promoting adaptive coping. Providing Services In some settings, Psychological First Aid may be provided in designated areas. In other settings, providers may circulate around the facility to identify those who might need assistance. Focus your attention on how people are reacting and interacting in the setting. Individuals who may need assistance include those showing signs of acute distress, including individuals who are: � Disoriented � Confused � Frantic or agitated Psychological First Aid - Field Operations Guide 13 Preparing to Deliver Preparing to Deliver Psychological First Aid � Panicky � Extremely withdrawn, apathetic, or “shut down” � Extremely irritable or angry � Exceedingly worried Group Settings While Psychological First Aid is primarily designed for working with individuals and families, many components can be used in group settings, such as when families gather together for information about loved ones and for security brieﬁngs. The components of providing information, support, comfort, and safety can be applied to these spontaneous group situations. For groups of children and adolescents, offering games for distraction can reduce anxiety and concern after hours and days in a shelter setting. When meeting with groups, keep the following in mind: � Tailor the discussion to the group’s shared needs and concerns. � Focus the discussion on problem-solving and applying coping strategies to immediate issues. � Do not let discussion about concerns lapse into complaints. � If an individual needs further support, offer to meet with him/her after the group discussion. Maintain a Calm Presence People take their cue from how others are reacting. By demonstrating calmness and clear thinking, you can help survivors feel that they can rely on you. Others may follow your lead in remaining focused, even if they do not feel calm, safe, effective, or hopeful. Psychological First Aid providers often model the sense of hope that survivors cannot always feel while they are still attempting to deal with what happened and current pressing concerns. Be Sensitive to Culture and Diversity Providers of Psychological First Aid must be sensitive to culture, ethnic, religious, racial, and language diversity. Whether providing outreach or services, you should be aware of your own values and prejudices, and how these may agree with or differ from those of the community being served. Training in cultural competence can facilitate this awareness. Helping to maintain or reestablish customs, traditions, rituals, family structure, gender roles, and social bonds is important in helping survivors cope with the impact of a disaster. Information about the community being served, including how emotions and other psychological reactions are 14 National Child Traumatic Stress Network National Center for PTSD Preparing to Deliver Providing Services - continued Be Aware of At-Risk Populations Individuals that are at special risk after a disaster include: � Children, especially those: � Separated from parents/caregivers � Whose parents/caregivers, family members, or friends have died � Whose parents/caregivers were signiﬁcantly injured or are missing � Involved in the foster care system � Those who have been injured � Those who have had multiple relocations and displacements � Medically frail children and adults � Those with serious mental illness � Those with physical disability, illness, or sensory deﬁcit � Adolescents who may be risk-takers � Adolescents and adults with substance abuse problems � Pregnant women � Mothers with babies and small children � Disaster response personnel � Those with signiﬁcant loss of possessions (for example, home, pets, family memorabilia) � Those exposed ﬁrst hand to grotesque scenes or extreme life threat Especially in economically disadvantaged groups, a high percentage of survivors may have experienced prior traumatic events (for example, death of a loved one, assault, disaster). As a consequence, minority and marginalized communities may have higher rates of pre existing trauma-related mental health problems, and are at greater risk for developing problems following disaster. Mistrust, stigma, fear (for example, of deportation), and lack of knowledge about disaster relief services are important barriers to seeking, providing, and receiving services for these populations. Those living in disaster-prone regions are more likely to have had prior disaster experiences. Psychological First Aid - Field Operations Guide 15 Preparing to Deliver expressed, attitudes toward government agencies, and receptivity to counseling, should be gathered with the assistance of community cultural leaders who represent and best understand local cultural groups. This page intentionally left blank. 16 National Child Traumatic Stress Network National Center for PTSD Psychological First Aid Field Operations Guide 2nd Edition Core Actions: � � � � � � � � Contact and Engagement Safety and Comfort Stabilization Information Gathering: Current Needs and Concerns Practical Assistance Connection with Social Supports Information on Coping Linkage with Collaborative Services This page intentionally left blank. National Child Traumatic Stress Network National Center for PTSD Psychological First Aid Core Actions 1. Contact and Engagement Goal: To respond to contacts initiated by survivors, or to initiate contacts in a nonintrusive, compassionate, and helpful manner. 2. Safety and Comfort Goal: To enhance immediate and ongoing safety, and provide physical and emotional comfort. 3. Stabilization (if needed) Goal: To calm and orient emotionally overwhelmed or disoriented survivors. 4. Information Gathering: Current Needs and Concerns Goal: To identify immediate needs and concerns, gather additional information, and tailor Psychological First Aid interventions. 5. Practical Assistance Goal: To offer practical help to survivors in addressing immediate needs and concerns. 6. Connection with Social Supports Goal: To help establish brief or ongoing contacts with primary support persons and other sources of support, including family members, friends, and community helping resources. 7. Information on Coping Goal: To provide information about stress reactions and coping to reduce distress and promote adaptive functioning. 8. Linkage with Collaborative Services Goal: To link survivors with available services needed at the time or in the future. These core actions of Psychological First Aid constitute the basic objectives of providing early assistance within days or weeks following an event. Providers should be ﬂexible, and base the amount of time they spend on each core action on the survivors’ speciﬁc needs and concerns. Psychological First Aid - Field Operations Guide 19 Core Actions Core Actions This page intentionally left blank. 20 National Child Traumatic Stress Network National Center for PTSD Psychological First Aid Field Operations Guide 2nd Edition Contact and Engagement: � Introduce Yourself/Ask about Immediate Needs � Conﬁdentiality This page intentionally left blank. National Child Traumatic Stress Network National Center for PTSD Goal: To respond to contacts initiated by survivors, or to initiate contacts in a nonintrusive, compassionate, and helpful manner. Your ﬁrst contact with a survivor is important. If managed in a respectful and compassionate way, you can establish an effective helping relationship and increase the person’s receptiveness to further help. Your ﬁrst priority should be to respond to survivors who seek you out. If a number of people approach you simultaneously, make contact with as many individuals as you can. Even a brief look of interest and calm concern can be grounding and helpful to people who are feeling overwhelmed or confused. Culture Alert: The type of physical or personal contact considered appropriate may vary from person to person and across cultures and social groups, for example, how close to stand to someone, how much eye contact to make or whether or not to touch someone, especially someone of the opposite sex. Unless you are familiar with the culture of the survivor, you should not approach too closely, make prolonged eye contact, or touch. You should look for clues to a survivor’s need for “personal space,” and seek guidance about cultural norms from community cultural leaders who best understand local customs. In working with family members, ﬁnd out who is the spokesperson for the family and initially address this person. Some survivors may not seek your help, but may beneﬁt from assistance. When you identify such persons, timing is important. Do not interrupt conversations. Do not assume that people will respond to your outreach with immediate positive reactions. It may take time for some survivors or bereaved persons to feel some degree of safety, conﬁdence, and trust. If an individual declines your offer of help, respect his/her decision and indicate when and where to locate a Psychological First Aid provider later on. Introduce Yourself/Ask about Immediate Needs Introduce yourself with your name, title, and describe your role. Ask for permission to talk to him/her, and explain that you are there to see if you can be of help. Unless given permission to do otherwise, address adult survivors using last names. Invite the person to sit, try to ensure some level of privacy for the conversation, and give the person your full attention. Speak softly and calmly. Refrain from looking around or being distracted. Find out whether there is any pressing problem that needs immediate attention. Immediate medical concerns have the utmost priority. When making contact with children or adolescents, it is good practice to ﬁrst make a connection with a parent or accompanying adult to explain your role and seek permission. If you speak with a child in distress when no adult is present, ﬁnd a parent or caregiver as soon as possible to let him/her know about your conversation. Psychological First Aid - Field Operations Guide 23 Contact and Engagement 1. Contact and Engagement For example, in making initial contact, you might say: Adult/Caregiver Hello. My name is ___________. I work with __________. I’m checking in with people to see how they are doing, and to see if I can help in any way. Is it okay if I talk to you for a few minutes? May I ask your name? Mrs. Williams, before we talk, is there something right now that you need, like some water or fruit juice? Adolescent/Child And is this your daughter? (Get on child’s eye level, smile and greet the child, using her/his name and speaking softly.) Hi Lisa, I’m ___________ and I’m here to try to help you and your family. Is there anything you need right now? There is some water and juice over there, and we have a few blankets and toys in those boxes. Conﬁdentiality Protecting the conﬁdentiality of your interactions with children, adults, and families after a disaster can be challenging, especially given the lack of privacy in some postdisaster settings. However, maintaining the highest level of conﬁdentiality possible in any conversation you have with survivors or disaster responders is extremely important. If you are a professional who belongs to a category of mandated reporters, you should abide by state abuse and neglect reporting laws. You should also be aware of the Health Insurance Portability and Accountability Act (HIPAA) and the provisions related to disaster and terrorism. If you have questions about releasing information, discuss this with a supervisor or an ofﬁcial in charge. Talking to co-workers about the challenges of working in the post-disaster environment can be helpful, but any discussions organized for this purpose also need to preserve strict conﬁdentiality. 24 National Child Traumatic Stress Network National Center for PTSD Contact and Engagement Introduce Yourself/Ask about Immediate Needs - continued Psychological First Aid Field Operations Guide 2nd Edition Safety and Comfort: � Ensure Immediate Physical Safety � Provide Information about Disaster Response Activities and Services � Attend to Physical Comfort � Promote Social Engagement � Attend to Children Who Are Separated from their Parents/ Caregivers � Protect from Additional Traumatic Experiences and Trauma Reminders � Help Survivors Who Have a Missing Family Member � Help Survivors When a Family Member or Close Friend has Died � Attend to Grief and Spiritual Issues � Provide Information about Casket and Funeral Issues � Attend to Issues Related to Traumatic Grief � Support Survivors Who Receive Death Notiﬁcation � Support Survivors Involved in Body Identiﬁcation � Help Caregivers Conﬁrm Body Identiﬁcation to a Child or Adolescent This page intentionally left blank. National Child Traumatic Stress Network National Center for PTSD Goal: To enhance immediate and ongoing safety, and provide physical and emotional comfort. Restoration of a sense of safety is an important goal in the immediate aftermath of disaster and terrorism. Promoting safety and comfort can reduce distress and worry. Assisting survivors in circumstances of missing loved ones, death of loved ones, death notiﬁcation and body identiﬁcation is a critical component of providing emotional comfort and support. Comfort and safety can be supported in a number of ways, including helping survivors: � Do things that are active (rather than passive waiting), practical (using available resources), and familiar (drawing on past experience). � Get current, accurate and up-to-date information, while avoiding survivors’ exposure to information that is inaccurate or excessively upsetting. � Get connected with available practical resources. � Get information about how responders are making the situation safer. � Get connected with others who have shared similar experiences. Ensure Immediate Physical Safety Make sure that individuals and families are physically safe to the extent possible. If necessary, reorganize the immediate environment to increase physical and emotional safety. For example: � Find the appropriate ofﬁcials who can resolve safety concerns that are beyond your control, such as threats, weapons, etc. � Remove broken glass, sharp objects, furniture, spilled liquids, and other objects that could cause people to trip and fall. � Make sure that children have a safe area in which to play and that they are adequately supervised. � Be aware and ensure the safety of survivors in a particular subgroup that may be targeted for persecution based on their ethnicity, religion, or other afﬁliations. To promote safety and comfort for survivors who are elderly or disabled, you can: � Help make the physical environment safer (for example, try to ensure adequate lighting, and protect against slipping, tripping, and falling). � Ask speciﬁcally about his/her needs for eyeglasses, hearing aids, wheelchairs, walkers, canes, or other devices. Try to ensure that all essential aids are kept with the person. Psychological First Aid - Field Operations Guide 27 Safety and Comfort 2. Safety and Comfort � Ask whether the survivor needs help with health-related issues or daily activities (for example, assistance with dressing, use of bathroom, daily grooming, and meals). � Inquire about current need for medication. Ask if he/she has a list of current medications or where this information can be obtained, and make sure he/she has a readable copy of this information to keep during the post-disaster period. � Consider keeping a list of survivors with special needs so that they can be checked on more frequently. � Contact relatives, if they are available, to further ensure safety, nutrition, medication, and rest. Make sure that the authorities are aware of any daily needs that are not being met. If there are medical concerns requiring urgent attention or immediate need for medication, contact the appropriate unit leader or medical professional immediately. Remain with the affected person or ﬁnd someone to stay with him/her until you can obtain help. Other safety concerns involve: � Threat of harm to self or others–Look for signs that persons may hurt themselves or others (for example, the person expresses intense anger towards self or others, exhibits extreme agitation). If so, seek immediate support for containment and management by medical, EMT assistance, or a security team. � Shock–If an individual is showing signs of shock (pale, clammy skin; weak or rapid pulse; dizzy; irregular breathing; dull or glassy eyes; unresponsive to communication; lack of bladder or bowel control; restless, agitated, or confused), seek immediate medical support. Providing Information about Disaster Response Activities and Services To help reorient and comfort survivors, provide information about: � What to do next � What is being done to assist them � What is currently known about the unfolding event � Available services � Common stress reactions � Self-care, family care, and coping In providing information: � 28 Use your judgment as to whether and when to present information. Does the individual appear able to comprehend what is being said, and is he/she ready to hear the content of the messages? National Child Traumatic Stress Network National Center for PTSD Safety and Comfort Ensure Immediate Physical Safety - continued Address immediate needs and concerns to reduce fears, answer pressing questions, and support adaptive coping. � Use clear and concise language, while avoiding technical jargon. Ask survivors if they have any questions about what is going to happen, and give simple accurate information about what they can expect. Also, ask whether he/she has any special needs that the authorities should know about in order to decide on the best placement. Be sure to ask about concerns regarding current danger and safety in their new situation. Try to connect survivors with information that addresses these concerns. If you do not have speciﬁc information, do not guess or invent information in order to provide reassurance. Instead, develop a plan with the person for ways you and he/she can gather the needed information. Examples of what you might say include: Adult/Caregiver/ Adolescent From what I understand, we will start transporting people to the shelter at West High School in about an hour. There will be food, clean clothing, and a place to rest. Please stay in this area. A mem ber of the team will look for you here when we are ready to go. Child Here’s what’s going to happen next. You and your mom are going together soon to a place called a shelter, which really is just a safe building with food, clean clothing, and a place to rest. Stay here close to your mom until it’s time to go. Do not reassure people that they are safe unless you have deﬁnite factual information that this is the case. Also do not reassure people of the availability of goods or services (for example, toys, food, medicines) unless you have deﬁnite information that such goods and services will be available. However, do address safety concerns based on your understanding of the current situation. For example, you may say: Adult/Caregiver Mrs. Williams, I want to assure you that the authorities are re sponding as well as they can right now. I am not sure that the ﬁre has been completely contained, but you and your family are not in danger here. Do you have any concerns about your family’s safety right now? Adolescent We’re working hard to make you and your family safe. Do you have any questions about what happened, or what is being done to keep everyone safe? Child Your mom and dad are here, and many people are all working hard together so that you and your family will be safe. Do you have any questions about what we’re doing to keep you safe? Psychological First Aid - Field Operations Guide 29 Safety and Comfort � Look for simple ways to make the physical environment more comfortable. If possible, consider things like temperature, lighting, air quality, access to furniture, and how the furniture is arranged. In order to reduce feelings of helplessness or dependency, encourage survivors to participate in getting things needed for comfort (for example, offer to walk over to the supply area with the person rather than retrieving supplies for him/her). Help survivors to soothe and comfort themselves and others around them. For children, toys like soft teddy bears that they can hold and take care of can help them to soothe themselves. However, avoid offering such toys if there are not enough to go around to all children who may request them. You can help children learn how to take care of themselves by explaining how they can “care” for their toy (for example, “Remember that she needs to drink lots of water and eat three meals a day–and you can do that, too”). When working with the elderly or people with disabilities, pay attention to factors that may increase their vulnerability to stress or worsen medical conditions. When attending to the physical needs of these survivors, be mindful of: � Health problems, such as physical illness, problems with blood pressure, ﬂuid and electrolyte balance, respiratory issues (supplemental oxygen dependency), frailty (increased susceptibility to falls, minor injuries, bruising, and temperature extremes) � Age-related sensory loss: � Visual loss, which can limit awareness of surroundings and add to confusion � Hearing loss, resulting in gaps in understanding of what others are saying � Cognitive problems, such as difﬁculty with attention, concentration, and memory � Lack of mobility � Unfamiliar or over-stimulating surroundings � Noise that can limit hearing and interfere with hearing devices � Limited access to bathroom facilities or mass eating areas, or having to wait in long lines (A person who has not needed a wheelchair before the event may need one now.) � Concern for the safety of a service animal Promote Social Engagement Facilitate group and social interactions as appropriate. It is generally soothing and reassuring to be near people who are coping adequately with the situation. On the other hand, it is upsetting to be near others who appear very agitated and emotionally 30 National Child Traumatic Stress Network National Center for PTSD Safety and Comfort Attend to Physical Comfort Children, and to some extent adolescents, are particularly likely to look to adults for cues about safety and appropriate behavior. When possible, place children near adults or peers who appear relatively calm, and when possible, avoid putting them too close to individuals who are extremely upset. Offer brief explanations to children and adolescents who have observed extreme reactions in other survivors. Child/Adolescent That man is so upset that he can’t calm down yet. Some people take longer to calm down than others. Someone from our team is coming over to help him calm down. If you feel upset, it is impor tant for you to talk to your mom or dad, or someone else who can help you feel better. As appropriate, encourage people who are coping adequately to talk with others who are distressed or not coping as well. Reassure them that talking to people, especially about things they have in common (for example, coming from nearby neighborhoods or having children about the same age), can help them support one another. This often reduces a sense of isolation and helplessness in both parties. For children, encourage social activities like reading out loud, doing a joint art activity, and playing cards, board games, or sports. Attend to Children Who Are Separated from their Parents/Caregivers Parents and caregivers play a crucial role in children’s sense of safety and security. If children are separated from their caregivers, helping them reconnect quickly is a high priority. If you encounter an unaccompanied child, ask for information (such as their name, parent/caregiver and sibling names, address, and school), and notify the appropriate authorities. Provide children accurate information in easy-to-understand terms about who will be supervising them and what to expect next. Do not make any promises that you may not be able to keep, such as promising that they will see their caregiver soon. You may also need to support children while their caregivers are being located or during periods when caregivers may be overwhelmed and not emotionally accessible to their children. This support can include setting up a child-friendly space. Set Up a Child-Friendly Space � Help to create a designated child-friendly space, such as a corner or a room that is safe, out of high trafﬁc areas, and away from rescue activities. � Arrange for this space to be staffed by caregivers with experience and skill in working with children of different ages. � Monitor who comes in and out of the child area to ensure that children do not leave with an unauthorized person. Psychological First Aid - Field Operations Guide 31 Safety and Comfort overwhelmed. If survivors have heard upsetting information or been exposed to rumors, help to clarify and correct misinformation. � Stock the child-friendly space with materials for all age ranges. This can include kits with toys, playing cards, board games, balls, paper, crayons, markers, books, safety scissors, tape, and glue. � Activities that are calming include playing with Legos, wooden building blocks, or play dough, doing cut-outs, working on coloring books (containing neutral scenes of ﬂowers, rainbows, trees, or cute animals) and playing team games. � Invite older children or adolescents to serve as mentors/role models for younger children, as appropriate. They can do this by helping you conduct group play activities with younger children, or by reading a book to them or playing with them. � Set aside a special time for adolescents to get together to talk about their concerns, and to engage in age-appropriate activities like listening to music, playing games, making up and telling stories, or making a scrapbook. Protect from Additional Traumatic Experiences and Trauma Reminders In addition to securing physical safety, it is also important to protect survivors from unnecessary exposure to additional traumatic events and trauma reminders, including sights, sounds, or smells that may be frightening. To help protect their privacy, shield survivors from reporters, other media personnel, onlookers, or attorneys. Advise adolescents that they can decline to be interviewed by the media, and that if they wish to be interviewed, they may want to have a trusted adult with them. If survivors have access to media coverage (for example, television or radio broadcasts), point out that excessive viewing of such coverage can be highly upsetting, especially for children and adolescents. Encourage parents to monitor and limit their children’s exposure to the media, and to discuss any concerns after such viewing. Parents can let their children know that they are keeping track of information, and to come to them for updates instead of watching television. Remind parents to be careful about what they say in front of their children, and to clarify things that might be upsetting to them. For example, you might say: Adult/Caregiver 32 You’ve been through a lot, and it’s a good idea to shield yourself and your children from further frightening or disturbing sights and sounds as much as possible. Even televised scenes of the disaster can be very disturbing to children. You may ﬁnd that your children feel better if you limit their television viewing of the disaster. It doesn’t hurt for adults to take a break from all the media coverage, too. National Child Traumatic Stress Network National Center for PTSD Safety and Comfort Set Up a Child-Friendly Space - continued You’ve been through a lot already. People often want to watch TV or go to the internet after something like this, but doing this can be pretty scary. It’s best to stay away from TV or radio programs that show this stuff. You can also tell your mom or dad if you see something that bothers you. Help Survivors Who Have a Missing Family Member Coping while a loved one is missing is extremely difﬁcult. Family members may experience a number of different feelings: denial, worry, hope, anger, shock, or guilt. They may alternate between certainty that the person is alive—even in the face of contradictory evidence—and hopelessness and despair. They may blame authorities for not having answers, for not trying hard enough, or for delays. They may also feel vengeful against those that they consider responsible for locating their missing relative or friend. It is extremely important to reassure children that the family, police, and other ﬁrst responders are doing everything possible to ﬁnd the missing loved one. Assist family members who have a missing loved one by helping them obtain updated information about missing persons, direct them to locations for updated brieﬁngs, and tell them the plan in place for connecting/reuniting survivors. The American Red Cross has established a “Disaster Welfare Information System” to support family communication and reuniﬁcation, and a “Safe and Well” website located at www.redcross.org. It provides a variety of tools and services needed to communicate with loved ones during times of emergency. Try to identify other ofﬁcial sources of updated information (police, ofﬁcial radio and television channels, etc.) and share these with survivors. You may want to take extra time with survivors worried over a missing family member. Just being there to listen to survivors’ hopes and fears, and being honest in giving information and answering questions is often deeply appreciated. To help locate a missing family member, you can make an initial review with the family of any pre-disaster plans for post-disaster contact, including school or workplace evacuation plans; plans for tracking transport of students or co-workers for medical care; out-of-state telephone numbers to be used by schools, workplaces, or families in case of emergency; and any pre-arranged or likely meeting places (including homes of relatives), both within and outside the disaster perimeter. Some family members may want to leave a safe area to attempt to ﬁnd or rescue a missing loved one. In this case, inform the survivor about the current circumstances in the search area, speciﬁc dangers, needed precautions, the efforts of ﬁrst responders, and when updated information may be available. Discuss speciﬁc concerns they may have (for example, an elderly parent who recently had hip surgery, or a child who needs special medications), and offer to inform the appropriate authorities. In some cases, authorities may ask survivors to give information or other evidence to help the search. Authorities may have family members ﬁle a missing persons report or provide information about when and where the missing person was last seen, who else was there, and what he/she was wearing. It is best to limit the exposure of younger children to this process. Psychological First Aid - Field Operations Guide 33 Safety and Comfort Adolescent/Child It can be disturbing and confusing for a child to be present at a caregiver’s interview with authorities or to hear adult speculations about what might have happened to the missing person. Authorities may ask a family member to collect DNA from a loved one’s personal effects, for example, hair from a hairbrush. In rare cases, a child may need to be interviewed because he/she was the last one to see the missing person. A mental health or forensic professional trained to interview children should conduct the interview or be present. A supportive family member or you should accompany the child. Talk to the child simply and honestly. For example, you might say: Adolescent/Child Uncle Mario is missing. Everyone is working very hard to ﬁnd out what happened. The police are helping too and they need to ask you some questions. It’s okay if you do not remember something. Just tell them that you don’t remember. Not remembering some thing will not hurt Uncle Mario. Your mom will stay with you the whole time, and I can stay too, if you want. Do you have any ques tions? Sometimes in the case of missing persons, the evidence will strongly suggest that the person is dead. There may be disagreement among family members about the status of their loved one. You should let family members know that these differences (some giving up hope, some remaining hopeful) are common in a family when a loved one is missing, and not a measure of how much they love the person or each other. You can encourage family members to be patient, understanding, and respectful of each other’s feelings until there is more deﬁnite news. Parents/caregivers should not assume that it is better for a child to keep hoping that the person is alive, but instead honestly share the concern that the loved one may be dead. Parents/caregivers should check with children to make sure that they have understood, and ask what questions they have. Help Survivors When a Family Member or Close Friend has Died Culture Alert: Beliefs and attitudes about death, funerals, and expressions of grief are strongly inﬂuenced by family, culture, religious beliefs, and rituals related to mourning. Learn about cultural norms with the assistance of community cultural leaders who best understand local customs. Even within cultural and religious groups, belief and practices can vary widely. Do not assume that all members of a given group will believe or behave the same way. It is important for families to engage in their own traditions, practices, and rituals to provide mutual support, seek meaning, manage a range of emotional responses and death-related adversities, and honor the dead person. 34 National Child Traumatic Stress Network National Center for PTSD Safety and Comfort Help Survivors Who Have a Missing Family Member - continued � Treat acutely bereaved children and adults with dignity, respect, and compassion. � Grief reactions vary from person to person. � There is no single “correct” course of grieving. � Grief puts people at risk for abuse of over-the-counter medications, increased smoking, and consumption of alcohol. Make survivors aware of these risks, the importance of self-care, and the availability of professional help. In working with survivors who have experienced the death of a family member or close friend, you can: � Discuss how family members and friends will each have their own special set of reactions; no particular way of grieving is right or wrong, and there is not a “normal” period of time for grieving. What is most important for family members and friends is to respect and understand how each may be experiencing their own course of grief. � Discuss with family members and friends how culture or religious beliefs inﬂuence how people grieve and especially how rituals may or may not satisfy current feelings of each family member. � Keep in mind that children may only show their grief for short periods of time each day, and even though they may play or engage in other positive activities, their grief can be just as strong as that of any other family member. To emphasize how important is it for family members to understand and respect each other’s course of grief, you may say: Adult/Adolescent/ Child It is important to know that each family member may express their grief differently. Some may not cry, while others might cry a lot. Family members should not feel badly about this or think there is something wrong with them. What is most important is to respect the different ways each feels, and help each other in the days and weeks ahead. Psychological First Aid - Field Operations Guide 35 Safety and Comfort Acute Grief Reactions are likely to be intense and prevalent among those who have suffered the death of a loved one or close friend. They may feel sadness and anger over the death, guilt over not having been able to prevent the death

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