SUMMARY VERSION

Psychological First Aid

for People Managers
 DISCUSSION FLOW
I. What is PFA
II. Remote PFA
III. 5 Components of PFA
IV. Action Principles of Remote PFA
V. Removing Bias
VI. Calming Techniques
VII. Ending the Conversation
VIII. Additional Do’s and Don’ts
IX. Q&A
What is PFA?
Psychological First Aid is a method of
helping people in distress so they
feel calm and supported to cope
better with their challenges.
 PFA is...
❏ Providing non-intrusive, practical care
and support
❏ Assessing needs and concerns
❏ Helping people address basic needs
❏ Listening to people
❏ Comforting and helping them feel calm
❏ Helping people connect to info,
services, and social support
❏ Protecting people from further harm
PFA is not...
❏ Something that only professionals can do
❏ Counselling or therapy
❏ A detailed discussion of an event
❏ Pressuring people to talk or tell you their
feelings and reactions
❏ Asking someone to analyze what
happened or to put time and events in
order
❏ Having all the answers to questions /
being able to provide ALL the things
someone needs
Remote PFA
PFA can be offered either through
communication tools that allow for
visual or only auditive contact.

When offering PFA without visual

contact, it is even more important to:
● speak slowly, clearly and calmly
● communicate with empathy and warmth
through modulating the voice.
 5 COMPONENTS OF PFA
1. Create a sense of safety
2. Create calm
3. Create Self and Collective Efficacy
4. Create connection
5. Create hope

Adapted from NOLS Wilderness Medicine 6th Ed (See Ch 28, “Stress and the Rescuer”)
1. Create sense of safety
❏ Mitigate the scene by reducing chaos and
removing colleagues from perceived threats.
❏ Reflecting evidence of safety.
2. Create calm
❏ Calming yourself first
❏ Emphasizing the present, the
practical, and the possible.
3. Create self and
collective efficacy
❏ Involving the person in
problem-solving, self-care, and rescue
❏ Recognizing and reminding of
personal, existing strengths
4. Create connection
❏ Building an on-scene relationship
❏ Helping connect with friends, family,
and loved ones, including pets!
5. Create hope
❏ Reflecting specific, accurate,
positive facts, and predictable,
realistic steps
❏ Personally maintaining and
communicating hope
 Prepare
ACTION Engage
PRINCIPLES OF
REMOTE PFA
Listen

Link
PREPARE
Gathering tools for
communication and resources
#SELFCARE
● Preparing yourself for PFA
PLAN
● Determine all possible options of communication
● Choose a communication method
● Make sure clients consent to the method of
communication and understand any privacy limitations.
ORGANIZE
● Educate yourself about COVID 19
● Try to gather contacts, referral pathways, sources of
information in your own context
Let’s practice!
MENTI CODE:
ENGAGE
Assessing needs and
planning considerations
CONTACT
● Think about how you will initiate contact, or respond
to contact, in a way that helps build trust and rapport!
ASSESSMENT
Questions for consideration

● What are the practical and emotional support

they might need?
● What is their current situation?
● What are the risks that they are experiencing?
Let’s practice!
MENTI CODE:
LISTEN
Having tough
conversations
CALM & STABILIZE
● Utilize active listening skills to calm and orient people
who may be overwhelmed or fearful.
○ Common listening techniques that you can
use include: Silence, Paraphrase, Validate,
Anticipatory Guidance, Recognize
SAFETY
● Pay attention to immediate and ongoing safety issues,
including if the person is not able to function at this
time.
○ A key is often to look at the Intensity,
Frequency, and Duration of a common
reaction
○ You can ask things like: What does this look
like for you? How often is this happening ?
How long has this been happening ?
Let’s practice!
MENTI CODE:
LINK
Referrals and next steps
SOCIAL SUPPORT
● Encourage brief or ongoing contacts with primary
support persons and other sources of support,
including family members, friends, and community
helping resources.
POSITIVE COPING STRATEGIES
● Help clients identify coping skills and/or strategies to
reduce distress and promote adaptive functioning.
Let’s practice!
MENTI CODE:
MINDING YOUR LANGUAGE
 Our negative responses to COVID-19 are
normal reactions to an abnormal situation.
REMOVING BIAS
Be aware of one’s own
background and beliefs and try
to set aside biases when
working and helping others.
Offer help in ways that are
suitable and comfortable for the
people in distress.
FROM CHAOS TO CALM

Deep Breathing
FROM CHAOS TO CALM

Walking / Exercise
FROM CHAOS TO CALM

Audio / Visual Recos

 Goodbye for now!
1. Summarize the conversation by
highlighting the key issues discussed and
any action points.
2. Agree if a follow up conversation is
needed, and if so, find a suitable time.
3. End the call by thanking the person you
have spoken to for the conversation.
Questions?
BE WELL!