Contact and Engagement
Getting the first contact with a survivor right is crucial in building trust and rapport as this increases the likelihood that the person will be more open to help in future.
Demonstrating a calm, respectful, compassionate approach instils hope and can reduce overwhelming feelings helping people reconnect with their own abilities.
Respect the personal space of survivors.
Be aware of any cultural needs of survivors, for example physical contact from someone of the opposite gender may not be appropriate.
Respond to those who are seeking help first and engage with as many people as possible in the process.
Make people aware of your name and role and ask them about what they need now.
Ask people for their name and use their surname or ask what they would like you to call them.
Those who don’t seek support may be in need of it. Be sensitive in your approach, listening without interruption gives people an opportunity to talk if they want to. Be patient if they don’t immediately engage, and provide information about where and how they can access support later.
Seek permission from the adults and explain your role before speaking to any children or young people (CYP) and have an adult present if possible.
Provide people with the highest level of confidentiality and inform them about the limits of this. Don’t make promises you can’t keep or ask questions that could undermine any investigation relating to the incident. Always identify supervisors you can go to for support with any queries.
Some things to think about
- How do you feel about the likelihood of being involved in a responder or volunteer capacity to a major incident?
- Are you aware of what your organisation or community does to help you in this role?