FLS – Phases of Support

Overview

  1. Preparatory measures and risk assessments
  2. First contact
  3. Delivering difficult news
  4. Ongoing support
  5. Ending support – exit strategies.

(1) Prepare

WHAT:

  • Type of incident – what is the situation & type of content will the FLR be dealing with?
  • Evaluate circumstances– is the event/situation over or ongoing?
  • What resources are available – Understand the availability and contact details for additional support that can be referred to.

WHO:

  • Who requires FLR support?: NOK? One person, family, family & friends?
  • FLR Selection/Assignment: Are you an appropriate fit for the needs & situation?
  • Ethics of accepting FLR Role: Are you the right person to be providing support?

HOW, WHEN & WHERE:

  • How – By what means will you be providing support (Face to face, telephone etc);
  • Where will you be providing support from?
    • How can you adequately mange the environment?
    • Is there adequate privacy?
    • Will you be alone in the family’s home?
  • When will you be meeting – are all parties agreed the time and location etc.?

RISK:

  • Consider Physical safety – are there any risks to be managed?
    • Lone worker policy and RA
    • Location of meeting considered safe?
  • Consider psychological safety
    • How will you manage this for FLR?
    • For handling any concerns identified wrt family?

MEETING OBJECTIVES (outline beforehand), example*:

  • Establish a good relationship with family.
  • Ensure you pass on all relevant information.
  • Obtain information from the family about the individual concerned, if required.
  • Gain permissions, for example to share information with a third party, if required.
  • Ensuring the family know where to reach out to for extra support
  • Ensuring the family are clear about the organisation’s role and managing expectations of what happens next?
  • Ensure they understand your role and the boundaries of that.

(2) First Contact

  • Introduce yourself, so they are clear about who you are, where you are from & your role
  • Establish NOK identity & provide overview of why you are there
  • Be containing, provide boundaries, a sense of calm and safety and address any concerns
  • Confidentiality – explain relevant information provided will be shared with the org.
  • Discover what they know already* (Optional – situation specific)

(3) Delivering Difficult News

Part 1: Divulging Information:

  • Be clear and direct with the information, use straightforward language
  • Provide complex or voluminous information in short bursts – to allow people to assimilate each section of information at a time.
  • Listen if they raise concerns – you will need to address these as they arise, or people shut off from new information and focus internally on the concern they have.
  • Avoid minimising, prevarication, use of euphemisms, avoiding eye contact or moving away from person (body language), or over promising.

Part 2: Supportive dialogue:

  • Listen, allow silence, respond to questions and the persons reactions to the news.
  • Repetition – you can expect to repeat the news, often several times.
    • Respond to the family’s feelings – by acknowledging them.
    • Normalize their reactions.
    • Explore their usual coping strategies and support mechanisms – Reinforce helpful strategies.
    • Identify who else do they have who they trust and can reach out to and the benefits of utilising that.
    • Provide signposting to adjunctive support services
    • Be prepared to take breaks – do they have any basic or special needs?

(4) Ongoing support

A plan is important, as it acts as an emotionally stabilising anchor in difficult times.

1. Agree the plan together: How often will you be in touch? How/when can you and they be contacted? Ensure you agree your next point of contact before finishing – follow up is important!*

2. Summarise the session: Current state of play with situation. Agreed next steps.

3. Check if they have any final questions before you leave

(5) Ending Support – exit strategies

  • Anticipate the ending sooner rather than later.
  • Introduce it from the beginning.
  • Explain what happens.
  • Ensure they have support options if they need to speak with someone.