International Critical Incident Stress Foundation, Inc.
International Critical Incident Stress Foundation, Inc.
By: Sandra Menges
Intercultural Coach and Psychosocial First Aid Provider
Ludwigsburg, Germany
Hi, my name is Sandra. I am here because today is the worst day of your life. I came to be alongside you as it unfolds.
I am part of a group of 50+ Psychosocial First Aid volunteers in the region of Ludwigsburg, Germany (population: 90,000). We call ourselves ‚Notfallseelsorge‘, literally meaning ‚Emergency Soul Care‘/‘Emergency Counselling‘. Right through Germany each region has its own system. Here, the Red Cross, Catholic and Protestant churches have partnered to fill this needed role in society.
When the police, fire brigade or ambulance arrive at an emergency and they see that our services are needed, they inform the 112-Dispatch Centre (our 911). Each one of us has a pager and are on call 24/7. An alarm is being set off and if we are available and ready to go right away, we respond in a WhatsApp group with our current location. Dispatch Centre then chooses among those available: the most suitable person(s) for the job – depending on the kind of emergency, the amount of people needed, the distance the volunteer needs to travel to the emergency and the experience level of the volunteer. Sometimes other factors like language ability, religious background, culture and gender also determine who will be dispatched.
Within 3 – 4 minutes after the alarm went off, it is clear who will respond. While we get ready, we receive a phone call, informing us of the location and the type of emergency. Within approx. 15 – 30 minutes we’re on the scene, touching base with the emergency personnel or police. They give us the latest update of the situation and the people involved.
No two situations are the same. Suicide, shootings, train accidents, drownings, car accidents, heart attacks, fires, informing family about the death of a loved one, infant deaths … the list is endless. Each situation is a life changing situation, the worst day of their lives, an irreversible traumatic event. The emergency workers continue to do their job while we take care of any relatives, friends, neighbors or passers-by of those seriously injured or dead. When we notice that we need extra hands on deck, we inform the Dispatch Centre.
After a basic introduction, our first task is stabilization. The news is fresh, they are shocked, and their reactions are unpredictable – both for us and for themselves. We listen, we hear, we watch, we comfort, we protect, and we assist. Sometime or the other they are ready to enter the next phase. They start to ask questions: Where is he? Why are there so many people here? What are they all doing? What am I supposed to do now? Our role changes. We inform, we help think through practicalities, we make suggestions and answer questions. We help them understand why their behavior is normal under these circumstances and we inform them about how it will affect them in the coming days/weeks. We are simply there. During this phase we also try and find out how the social support system of the person works. Do they have family or friends close by? How close is the relationship? Do they belong to a religious group? What is their relationship with their work colleagues or neighbors like? Who would they like to call to come and support them? We listen carefully and try and help them sift through their personal relationships. Our goal is to help activate this social support system before we leave. When these persons have been identified, we help establish contact to inform and ask for support. Usually, when these significant others have arrived, a clear shift happens in the process and we are free to leave. The bridge has been built. We are not needed anymore.
How longer we stay at an emergency, depends on the situation. Sometimes an hour is enough. Sometimes we stay 4 – 6 hours. At the end of our deployment we give those we served a business card with our names and a number where they can ask for a follow-up visit, if needed. Out of our own we do not contact them again. However, they are free to reach out to us. This can be to accompany when they tell family members what happened, assisting at a funeral, speaking to a school class about a classmate that died or to revisit the accident scene at a later stage.
All our volunteers go through a thorough certification training: A 5-day course, learning the basics of Psychosocial First Aid (PFA) and learning how to work with the other professional services, a 9-month practical phase where trainees are being sent out with experienced workers and another 4-day course to cover self-care and handling specific types of emergencies more in depth. After their certification is completed, they can be dispatched on their own or in teams.
Our concern is not just for the person in need. We are well aware of the fact that the emergency services and the police often need help themselves. Even though they are in tough situations daily and are trained to keep their professional distance, it happens that a certain situation touches a team or a person deeply for personal reasons or through the accumulation of events. Therefore, we have a team of 28 more experienced volunteers trained in CISM. We work in teams – usually one person who is a peer (policeman/fireman/paramedic) themselves and one who is not. Together they have more to offer since one knows the profession inside out and the other has emotional distance. This service is also available 24/7.
Also, our volunteers are covered with a 24/7 availability of leaders who are ready to debrief anyone who has been shaken by their experience. Monthly supervision is also offered to all. It is a great opportunity to process your own and learn from the other’s experience. The complete system has about 90 volunteers involved.
Each volunteer chooses, according to their life circumstances, when and how often they are available. Each volunteer covers their own costs so that this service can be offered to all free of charge. Some pastors are given the freedom to do this as part of their work and ministry, but most volunteers simply do it to serve their community.
Being involved in ‘Notfallseelsorge’ is very fulfilling and I am thankful that I can be part of a highly professional and competent team. Each situation is individual. I can make a significant contribution in the lives of individuals at a point where they are most vulnerable. I can see the progress within the course of a short time and even though I cannot undo the tragedy they are experiencing, I can simply be there, alongside – supporting, caring and helping. We create space for a highly individual process to take place. We also help them connect with support groups that might be helpful at a later stage. It has been proven that people who get this kind of immediate support in a traumatic situation, often do not need any psychological help to process the experience at a later stage in life. For me, this is very motivational.
I also notice that, as I am giving, I am receiving too. No two situations are the same. No two persons respond the same. Each time, I learn and grow in my understanding of people and systems in one or the other way. A clear mind-shift has taken place inside of me. Things that I have found previously hard to deal with, I now feel comfortable with. I can enjoy life more now that I face death regularly. I see the beauty of being alive instead of focusing on petty things I wish were different. My focus has shifted to what is truly important in life. In the process I can enjoy more and live more vibrantly. I have so much to be thankful for!
So yes, I am here on the worst day of your life. Thank you for letting me in and for the gift allowing me to see your deepest needs. I am thankful that we can share this moment of your deepest need and pray that you too, will be blessed through my presence.
Sandra Menges
Intercultural Coach and Psychosocial First Aid Provider
Ludwigsburg, Germany
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