NIKKI BELLAMY: Welcome to the Crisis Counseling Assistance and Training Program,
also known as the CCP.
Whether you're just starting out or are weeks into providing services,
this video is meant to help you understand the ins and outs
of individual and family crisis counseling.
Crisis counseling is a critical component of the CCP services you provide.
It helps survivors manage stress and develop coping strategies,
and it provides important resources and community services
directly to the individual.
Individual or family crisis counseling applies to individuals
living under the same roof, whether or not they are all related.
This includes adults and children.
These types of encounters are the lowest volume, but highest intensity.
This is because crisis counselors typically meet with one individual
or a handful of people at a time, often in person at the survivor's home.
Crisis counselors may also reach persons at community based locations
such as church, child care or youth centers.
Individual or family crisis counseling encounters last 15 minutes
or longer due to the depth and types of information discussed.
As a crisis counselor, you are deployed not only to collect information
but also to offer a listening ear and provide support; resources;
and, in some cases, referrals to outside services like food pantry,
employment, or prescription medication assistance.
In the CCP model, you will always conduct outreach with a partner.
Your role is to engage survivors and build a positive relationship that provides support
and actionable steps to help survivors cope and manage their stress.
The crisis counselor's role is to provide several types of support.
You should engage with survivors, identify their immediate needs,
and gather information.
The crisis counselor should also prioritize the survivor's needs
and provide practical assistance, as well as educate the survivor,
provide emotional support, determine next steps, and follow up.
Watch the following example crisis counseling session for guidance
and tips about how you can create an open and trusting relationship with survivors.
JERRY: Can I help you?
JACKIE: Hi there, my name is Jackie, and this is Lynn.
We are here with the State Recovery Project
to provide emotional support to disaster survivors.
We just wanted to check in with you and your family to see how you were doing
and to see if there's anything that you need.
Do you have some time to speak with us?
JERRY: Oh, I don't know . . .
LYNN: I hear you. It's been a tough few days here since the storm.
We just talked to a few families near the old elementary school
who were hit pretty hard, too.
We're just here to listen and to support you and see how we can help.
JERRY: My wife's been teaching down at that school almost 20 years now.
It's a shame it's all but gone now.
Well, she's been pretty upset… I'll call her over and y'all can talk with her.
LYNN: That would be great. Thank you . . .
JERRY: Jerry.
LYNN: Thank you, Jerry.
JERRY: Well, come on in.
NIKKI: What did you notice about this interaction?
You probably saw that Jackie and Lynn were both wearing
State Recovery Project shirts so it was clear that they were visiting
in an official capacity, and she identified her CCP.
Both made eye contact, established trust, and used open and friendly body language.
Lynn responded directly to the survivor's concerns
and was empathetic about his wife's situation.
She did not confront him with question after question,
but instead sought common ground to get him to open up.
She used compassionate words such as "I hear you."
Establishing a relationship with a survivor isn't always easy to do.
In times of crisis, survivors can be disoriented or withdrawn, frantic,
or even confrontational—especially those in high-risk populations such as children,
older adults, and people with lived experience of mental illnesses
and substance use disorders.
You can make several attempts to connect at different times of the day
or days of the week, leave behind tip sheets and other materials
if a person is not willing to talk, or see if another counselor
or another approach is more successful.
Remember, the CCP approach to encounters is anonymous and voluntary.
Not every encounter or attempted encounter can be successful,
and that's okay.
JERRY: Honey, these are, these are counselors.
MICHELLE: Hi
JACKIE: Hi, nice to meet you. I'm Jackie.
MICHELLE: Hi, I'm Michelle.
LYNN: Lynn, nice to meet you.
MICHELLE: Well, why don't you come on in to the living room.
Ok?
JACKIE: Oh, great.Thank you.
LYNN: . . . It's nice to meet you, too, Michelle.
We were just chatting with your husband about how you all are doing
since the hurricane and finding out how we can help.
My colleague Jackie and I are crisis counselors
with the State Recovery Project and we've been going door to door
to speak with storm survivors in the area.
JACKIE: That's right, and if it's okay with you both,
Lynn is going to ask you a few questions, while I take some notes.
We'll report back to the State Recovery Project what we're hearing in the field
and we want to be sure to note the resources that you need
so that we can follow through and get you exactly what you need.
MICHELLE: Oh, that's very nice.
But we didn't have much damage here as you can see.
It's just a couple of broken windows and missing roof shingles.
But the house is still in one piece, thank goodness, and so are the two of us.
We are just fine!
JERRY: Well…I wouldn't say just fine.
We've hardly got any groceries left; supermarket is gone.
I heard they closed the interstate.
I don't know how we're gonna get anywhere in my truck unless it's... down the road….
LYNN: That's right, Jerry; we're using access roads to get around
until they reopen the interstate in the next few days, we hope.
It sounds like the first thing we need to do is make sure you all have enough food.
We know of a food shelter set up in the community center on Nelson,
so let's talk about how you can get there.
Do you need any medications?
NIKKI: What did you notice about how Lynn and Jackie's interaction went
with Michelle and Jerry?
Lynn got things started by asking open-ended questions: "How are you doing?"
and "What do you need?"
By starting off with immediate needs, you can gather basic information
and assess which issues take priority.
Jackie explained her role and the purpose of her note-taking right away,
setting up expectations for how the encounter would go.
Michelle seemed to brush off having any issues,
and Jerry jumped in to tell the counselors about their food and transportation issues.
Lynn was then able to help them prioritize and problem-solve,
and she moved on to related questions.
MICHELLE: . . . I just don't know how long it's going to take, you know?
I loved those kids like they were my own, and I can't stand not knowing
whether they're all okay.
And it all happened so fast, you know?
Where are they gonna go?
Where am I going to find work at my age?
I can't imagine starting all over again.
LYNN: . . . It's perfectly normal to feel this way, Michelle.
You worked at that school for 17 years, and it probably felt like a second home.
A lot has happened here, and we can help you.
I have some materials that provide tips on how to manage stress,
and you can keep those.
There's also information in there about a group meeting Jackie and I
are holding tomorrow night.
Do you think you and Jerry could join us?
Sometimes people see neighbors they haven't seen in years
at these kinds of meetings, and you might learn more about your students
or even see some of the families there.
LYNN: . . . And some of those activities we talked about that can help you feel better—
like knitting to help you relax, and playing cards with Jerry in the evenings—
we'll write those activities into this action plan.
So, let's go over some of the goals we came up with, okay?
Is making it to a group meeting with Jerry this week
still a goal that seems doable for you?
MICHELLE: Yes, yes it is.
I think that it will be a good idea for us to see others and see how they're doing.
I know we don't have it so bad, and that makes me feel even worse
for the ones who do.
It's just so much to deal with. . .
LYNN: Remember how we talked about taking small steps, right?
We can focus on one positive step today,
and when we visit you again in a few days you can share
how this first part went and talk about the next step . . .
NIKKI: What did you notice about this encounter?
When Michelle began to get distraught and overwhelmed,
Lynn comforted her and normalized her reaction.
She read the situation and offered a caring gesture by taking Michelle's hand,
which may not be appropriate in all situations—
especially when taking into account various cultural practices
and do's and don'ts for males and females.
Lynn offered an actionable solution to Michelle's concern
and fear about her students by asking the couple to join a group session.
She felt that as Michelle was opening up, she wanted to talk to others
and could benefit from a group dynamic.
Later, Lynn recapped an action plan that she helped the couple
develop to help manage their stress.
You'll want to keep the following steps in mind
as you build your crisis counseling skills.
Normalize the survivor's reactions and provide reassurance.
Remind survivors to use successful coping skills they used in the past
to address their distress.
And finally, decide next steps with the survivor, develop an action plan,
and determine if follow-up visits are needed.
LYNN: Now Michelle, remember the plan we talked about,
and don't hesitate to call the hotline if you need help right away.
JACKIE: We'll see you both again real soon!
Take care!
JACKIE: . . . That went really well.
I've got some good notes that I'm going to input into our data collection mobile app
on the way to the next stop.
LYNN: Great!
NIKKI: In this video, we've shown you how an individual
or family encounter might take place.
You can revisit these ideas online or discuss them with your team members.
As you work with survivors following a disaster,
keep in mind that you are there to help people recover.
It may not be easy, and it may take time, but it will have a positive impact.
Visit this website to find additional agencies and tools such as helplines,
treatment locators, and many resources available at the state and federal level.
Thank you for watching this training video,
and thank you for the important work you do.
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