nasa eap response to hurricane katrina. nasa eap response event and impact of hurricane katrina on...
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NASA EAP ResponseNASA EAP Responsetoto
Hurricane KatrinaHurricane Katrina
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NASA EAP ResponseNASA EAP Response Event and Impact of Hurricane Katrina on Event and Impact of Hurricane Katrina on
employee populationemployee population
Cultivation & Preparation of a CISM TeamCultivation & Preparation of a CISM Team
EAP response immediately before, during EAP response immediately before, during
and after Hurricane Katrinaand after Hurricane Katrina
EAP outreach to the employee populationEAP outreach to the employee population
Lessons Learned: future hurricane Lessons Learned: future hurricane
preparationpreparation
Long-term outreach: hurricane-affected Long-term outreach: hurricane-affected
and vulnerable populationand vulnerable population
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Aug 29th
6:15 a.m.
Aug 29th 7:30 a.m.
Hurricane track turns north to La./Miss. Gulf Coast
Hurricanemakes landfallon Gulf Coast
Levees breachin New Orleans
Aug 26th
11 p.m.
The EventThe Event
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Aug 29th
– Sept. 5th
Aug 29th – Sept.1
Immediate ImpactImmediate ImpactMichoud Facility
saved from floodingby Ride-Out Crew
Stennis Space Center sheltered thousands
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Sept. 5th – 15th
Sept. 1st – Sept. 8th
Immediate ImpactImmediate ImpactStennis sets up call center to account for employees
Michoud Operations critical skill employees return to work
MichoudFacility
becomes makeshiftmilitary
base
Sept. 15th – Oct. 2nd
Oct. 3rd
Michoud employees located; satellite offices open
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Impact on EmployeesImpact on EmployeesMAF Employee Homes (2,200)MAF Employee Homes (2,200)
Total loss/unlivableTotal loss/unlivable 31.9% 31.9%
Repairable/unlivable 15.3%Repairable/unlivable 15.3%
Damaged/livable*Damaged/livable* 44.8% 44.8%
No damage/livableNo damage/livable 6.3% 6.3%
UnknownUnknown 1.7% 1.7%
Stennis Employee Homes (4,500)Stennis Employee Homes (4,500) Total loss/unlivable 25%Total loss/unlivable 25%
* Subjective definition of “livable”* Subjective definition of “livable”
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Impact on EmployeesImpact on Employees InjuriesInjuries 1.5%1.5%
DeathsDeaths
•MAF family membersMAF family members 1.8%1.8%
•SSC family membersSSC family members .09%.09%
employees employees (tenant residence agency) (tenant residence agency) (1)(1)
Other lossesOther losses
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Hurricane Preparation: CISM TeamHurricane Preparation: CISM Team
Cultivating/Preparing a CISM TeamCultivating/Preparing a CISM TeamPolicyPolicy• PurposePurpose• ServicesServices• CoordinationCoordination
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Hurricane Preparation: CISM TeamHurricane Preparation: CISM Team
Cultivating/Preparing a CISM TeamCultivating/Preparing a CISM TeamDevelopment of Internal TeamDevelopment of Internal Team•Buy inBuy in•Selecting to diversitySelecting to diversity•TrainingTraining•PracticePractice•Utilization/seasoning Utilization/seasoning (large and small (large and small incidents)incidents)
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Hurricane Preparation: CISM TeamHurricane Preparation: CISM Team
Cultivating/Preparing a CISM TeamCultivating/Preparing a CISM Team
Development of Agency TeamDevelopment of Agency Team• Proximity mutual aid planProximity mutual aid plan• Concept training (conference)Concept training (conference)• Supporting the impacted CenterSupporting the impacted Center
PartnershipsPartnerships• Internal - first responders, EOC, clinicInternal - first responders, EOC, clinic• Community - other teams, resourcesCommunity - other teams, resources
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Hurricane Preparation: CISM TeamHurricane Preparation: CISM Team
Cultivating/Preparing a CISM TeamCultivating/Preparing a CISM TeamEducation/outreachEducation/outreach•Part of hurricane preparednessPart of hurricane preparedness activitiesactivities•Inclusion in hurricane response plan/Inclusion in hurricane response plan/ ERP'sERP's•Media/home page utilization Media/home page utilization
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Hurricane Preparation: CISM TeamHurricane Preparation: CISM Team
Cultivating/Preparing a CISM TeamCultivating/Preparing a CISM TeamCare for the caregiversCare for the caregivers•Debriefing the teamDebriefing the team•Time off/rotationTime off/rotation•Resources: trainer, MHP’sResources: trainer, MHP’s
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EAP Response: ImmediateEAP Response: ImmediateLarge-scale DisasterLarge-scale Disaster•Disaster as a process - not an eventDisaster as a process - not an event•ChallengesChallenges
Evacuation (transportation, shelter, Evacuation (transportation, shelter, medication, aging relatives)medication, aging relatives)
CommunicationCommunicationLoss/griefLoss/griefDealing with the unknownDealing with the unknown
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EAP Response: ImmediateEAP Response: ImmediateImmediate Monitoring &CoordinationImmediate Monitoring &Coordination•NASA Occupational Health OfficeNASA Occupational Health Office
Monitored development and progress of Monitored development and progress of Hurricane KatrinaHurricane Katrina
Support personnel placed on stand-bySupport personnel placed on stand-byFlew in assessment team from MSFCFlew in assessment team from MSFCFlew in CISM trained EAP supportFlew in CISM trained EAP supportDaily updates with HeadquartersDaily updates with HeadquartersNASA call center at MSFC (CISM team)NASA call center at MSFC (CISM team)
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EAP Response: ImmediateEAP Response: ImmediateImmediate Monitoring &CoordinationImmediate Monitoring &Coordination•Stennis Space Center EAP TeamStennis Space Center EAP Team
Joined Medical Clinic Ride-Out CrewJoined Medical Clinic Ride-Out CrewNotified EOC of arrivalNotified EOC of arrivalNotified shelter managers of availabilityNotified shelter managers of availability
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EAP Response: ImmediateEAP Response: ImmediateImmediate Monitoring &CoordinationImmediate Monitoring &Coordination•Michoud Assembly Facility EAP TeamMichoud Assembly Facility EAP Team
Flew to site to support EOC Team/Ride- Flew to site to support EOC Team/Ride- Out CrewOut Crew
Provided consultation for call center in Provided consultation for call center in Denver (corporate)Denver (corporate)
Set up satellite EAP office in HoustonSet up satellite EAP office in HoustonTraveled to multiple locations to provide Traveled to multiple locations to provide
CISM servicesCISM services
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EAP Response: ImmediateEAP Response: ImmediateImmediate CISM/EAP ServicesImmediate CISM/EAP Services•Medical clinic triageMedical clinic triage
Included mental health componentIncluded mental health componentClinic staff debriefingClinic staff debriefing
•ConsultationConsultationAvailability to medical clinic, Availability to medical clinic,
management and EOCmanagement and EOCHandouts on trauma reactions, coping Handouts on trauma reactions, coping
and available counselingand available counselingBriefings at resident agency staff Briefings at resident agency staff
meetingsmeetings
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EAP Response: ImmediateEAP Response: ImmediateImmediate CISM/EAP ServicesImmediate CISM/EAP Services•Emotional Support (on-site & Emotional Support (on-site & telephone)telephone)
Grief and Trauma counselingGrief and Trauma counselingFirst responder supportFirst responder supportShelter visitsShelter visitsBereavement supportBereavement supportInformation disseminationInformation disseminationResource networking and referralResource networking and referral
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EAP Response: OutreachEAP Response: Outreach
ConsiderationsConsiderations
Employee/family member needsEmployee/family member needs
Levels of functioningLevels of functioning
Timing and implementation of Timing and implementation of interventions based on community interventions based on community conditions & location circumstancesconditions & location circumstances
CISM models as frameworkCISM models as framework
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EAP Response: OutreachEAP Response: Outreach
CISM Framework ModelsCISM Framework ModelsCrisis Intervention, Acute Stress Crisis Intervention, Acute Stress
Management, PTSD preventionManagement, PTSD prevention
• Maslow’s Hierarchy of NeedsMaslow’s Hierarchy of Needs
• Disaster Mental HealthDisaster Mental Health
• Psychological First AidPsychological First Aid
• ICISF CISMICISF CISM
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EAP Response: OutreachEAP Response: Outreach
CISM Framework ModelsCISM Framework ModelsCrisis Intervention, Acute Stress Crisis Intervention, Acute Stress
Management, PTSD preventionManagement, PTSD prevention
•CODE-C (protracted event model)CODE-C (protracted event model)Phase I (short-term, 0-3 mo.)Phase I (short-term, 0-3 mo.)
Phase II (mid-term, 4 mo.-1 yr.)Phase II (mid-term, 4 mo.-1 yr.)
Phase III (long-term, 1 yr. +)Phase III (long-term, 1 yr. +)
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EAP Response: OutreachEAP Response: Outreach
CISM Framework ModelsCISM Framework Models
Treatment/ReferralsTreatment/Referrals
• Peer Support GroupsPeer Support Groups
• Referrals for counselingReferrals for counseling
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EAP Outreach: Wheel of ResponseEAP Outreach: Wheel of Response
Ongoing Outreach•Hurricane Season Preparedness Briefings
•Hurricane Season Letter to Families& Emergency Contacts Card
- Anticipatory Anxiety- Anniversary Reaction
•On-going leadership initiatives•Wellness activities ●EAP Advisory Group
•Mutual Aid Relationships, Coverage & Self-Care•On-going Future planning
Ongoing Outreach•Hurricane Season Preparedness Briefings
•Hurricane Season Letter to Families& Emergency Contacts Card
- Anticipatory Anxiety- Anniversary Reaction
•On-going leadership initiatives•Wellness activities ●EAP Advisory Group
•Mutual Aid Relationships, Coverage & Self-Care•On-going Future planning
Attrition•New employee orientation
•Leader training/conversations•Stay Interviews
•Disaster cost-of-living increase
Attrition•New employee orientation
•Leader training/conversations•Stay Interviews
•Disaster cost-of-living increase
Education/Training•Leading the Workforce After a Disaster I & II
•Full-Spectrum Leadership•Essentials for New Leaders
•Fatigue Awareness Workshop for Leaders•Recognizing signs of impact & productivity problems
•Workplace Violence Prevention•Handling the Holidays after a Disaster
•Coping Workshops
Education/Training•Leading the Workforce After a Disaster I & II
•Full-Spectrum Leadership•Essentials for New Leaders
•Fatigue Awareness Workshop for Leaders•Recognizing signs of impact & productivity problems
•Workplace Violence Prevention•Handling the Holidays after a Disaster
•Coping Workshops
Media/Communication•External access websites
•Center newsletters•Electronic communications
•S&HF Fair•NASA websites•EAP websites
Media/Communication•External access websites
•Center newsletters•Electronic communications
•S&HF Fair•NASA websites•EAP websites
CISM•Briefings/All-Hands Mtg./Town Hall Mtgs.
▪Departmental Briefings•Targeted CISD groups (trauma/exposure)
•Individual CISD’s & Counseling•Peer Support Seminars
•EMDR Option ●Support Groups•Leadership Facilitated Discussions
•S&HF “Stress” Questionnaire
CISM•Briefings/All-Hands Mtg./Town Hall Mtgs.
▪Departmental Briefings•Targeted CISD groups (trauma/exposure)
•Individual CISD’s & Counseling•Peer Support Seminars
•EMDR Option ●Support Groups•Leadership Facilitated Discussions
•S&HF “Stress” Questionnaire
Leadership•Shelter management
•Daycare ▪Hotlines/Call Centers•Payroll continuation
•Katrina Funds ▪Critical Ops. Housing •RTW Scripts ▪TDY Assignments
•Transportation Assistance•Flex-time ▪Personal LOA
•Summer Camp for ee’s kids•Employee Volunteer Groups
•Housing Fairs•Industry partnerships
Leadership•Shelter management
•Daycare ▪Hotlines/Call Centers•Payroll continuation
•Katrina Funds ▪Critical Ops. Housing •RTW Scripts ▪TDY Assignments
•Transportation Assistance•Flex-time ▪Personal LOA
•Summer Camp for ee’s kids•Employee Volunteer Groups
•Housing Fairs•Industry partnerships
First Responders•EOC/Ride-Out Crews
•Safety ▪Medical Clinics•Fire ▪Security•Recovery Crews
First Responders•EOC/Ride-Out Crews
•Safety ▪Medical Clinics•Fire ▪Security•Recovery Crews
Hurricane KatrinaResponse
- EAP -Interface
Hurricane KatrinaResponse
- EAP -Interface
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Lessons Learned - Future Lessons Learned - Future Hurricane PreparationHurricane Preparation
Communication ProcessesCommunication Processes
• EmployeesEmployees
• CISM Team MembersCISM Team Members
• External SupportExternal Support
• Prior to & immediately following Prior to & immediately following hurricanehurricane
RecommendationsRecommendations
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
Communication ProcessesCommunication ProcessesEmployeesEmployees• Obtain emergency contact information Obtain emergency contact information in routine database (personal phonein routine database (personal phone numbers/e-mail addresses)numbers/e-mail addresses)
• Provide access to EAP 800 numberProvide access to EAP 800 number
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
Communication ProcessesCommunication ProcessesCISM Team MembersCISM Team Members• Obtain emergency contact numbers & Obtain emergency contact numbers & personal e-mail addressespersonal e-mail addresses
• Determine which members are close Determine which members are close to facility for immediate and short- to facility for immediate and short- term interventionsterm interventions
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
Communication ProcessesCommunication ProcessesExternal SupportExternal Support• Pre-establish communication and Pre-establish communication and support options with contractor support options with contractor agencies’ and corporate EAP as well agencies’ and corporate EAP as well as potential community resourcesas potential community resources
by locationby locationensure trained in CISMensure trained in CISMfamiliarity with Center populationfamiliarity with Center population
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
Communication ProcessesCommunication Processes Prior to HurricanePrior to Hurricane::• Confirm emergency contact info. for Confirm emergency contact info. for all employees prior to evacuationall employees prior to evacuation
• Obtain list, location and CISM Obtain list, location and CISM experience of ride-out personnel to be experience of ride-out personnel to be included in first responder supportincluded in first responder support
• Obtain on-site Emergency Operating Obtain on-site Emergency Operating Center (EOC) contact informationCenter (EOC) contact information
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
Communication ProcessesCommunication ProcessesPrior to HurricanePrior to Hurricane (cont’d.): (cont’d.):• Confirm current external support Confirm current external support options (contractor agencies EAP,options (contractor agencies EAP, corporate EAP, community corporate EAP, community resources)resources)
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
Communication ProcessesCommunication ProcessesImmediately following hurricaneImmediately following hurricane::• Upon implementation of ride-out, Upon implementation of ride-out, open communication with medical/ open communication with medical/ occupational health support occupational health support personnelpersonnel
• EAP communication with EOC during EAP communication with EOC during and immediately following landfall of and immediately following landfall of hurricanehurricane
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
Communication ProcessesCommunication ProcessesImmediately following hurricane (cont’d.):• EAP updates with leadership personnel and CISM Team members
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsTransportation
• Pre-arrange transportation for EAP personnel to meet with EOC/Ride-Out crew immediately after hurricane/ event
Mutual-aid plan for agency center-to- center support
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsDevelop agency-wide comprehensive Develop agency-wide comprehensive plan for large scale incidents to plan for large scale incidents to include:include:
• triage mobilization plan for response triage mobilization plan for response 24-48 hours post-incident24-48 hours post-incident• list of key personnel to lead EAP list of key personnel to lead EAP effortsefforts• contingency plans based on each contingency plans based on each center’s needs center’s needs
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsAgency-wide comprehensive plan:Agency-wide comprehensive plan:
• evacuation POC for all EAP personnelevacuation POC for all EAP personnel
• “ “EAP Hurricane Kit” containing critical EAP Hurricane Kit” containing critical information to be kept in office; update information to be kept in office; update annually prior to hurricane seasonannually prior to hurricane season
• company/corporate plan for long-term company/corporate plan for long-term mutual aid for large scale/high acuity mutual aid for large scale/high acuity incidentsincidents
• periodic “table-top drill” of planperiodic “table-top drill” of plan
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsConsider NIMS protocol as a model Consider NIMS protocol as a model for EAP stafffor EAP staff
Ongoing support, training and Ongoing support, training and resources for CISD teamsresources for CISD teams (budget/labor: quarterly meetings/ (budget/labor: quarterly meetings/ drills, educational books/audio drills, educational books/audio supplies, team identifying badges/ supplies, team identifying badges/ shirts, etc.)shirts, etc.)
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsLeadershipLeadership
• Establish a company-wide Emergency Establish a company-wide Emergency Business Continuity Plan (all depts.)Business Continuity Plan (all depts.)
• Establish clear lines of responsibilities Establish clear lines of responsibilities for tasks, personnel and back-upsfor tasks, personnel and back-ups
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsLeadership Leadership (cont’d.)(cont’d.)
• Train executive leadership and EOC Train executive leadership and EOC leaders on:leaders on:
CISM/EAP Disaster Response PlanCISM/EAP Disaster Response PlanPsychological impact & recovery Psychological impact & recovery from disaster, including long-term from disaster, including long-term phases of supportphases of supportLeading a Workforce After DisasterLeading a Workforce After Disaster
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsLeadership Leadership (cont’d.)(cont’d.)
• Establish protocols for inability to Establish protocols for inability to RTW and templates for RTW scriptsRTW and templates for RTW scripts
• Teach themTeach them “mosey leadership” “mosey leadership”
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsTrain key personnel Train key personnel (Center/Contractor (Center/Contractor Management, EOC/Ride-Out Crew,Management, EOC/Ride-Out Crew, First Responders)First Responders) in:in:
●●Psychological First AidPsychological First Aid ●●Death notificationDeath notification ● ●Signs to look forSigns to look for ● ●Self-CareSelf-Care
Discuss with medical support team Discuss with medical support team potential need for various psychiatric potential need for various psychiatric medical care, including chemical restraintmedical care, including chemical restraint
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Lessons Learned-Future Hurricane PreparationLessons Learned-Future Hurricane Preparation
RecommendationsRecommendationsEquipment:Equipment:
• EAP cell phone with non-local area EAP cell phone with non-local area codecode• Laptop computer with wireless cardLaptop computer with wireless card• Flash drive/CD: critical CISM info.Flash drive/CD: critical CISM info.
Pre-set online/teleconference mtgs. Pre-set online/teleconference mtgs. date/time for EOC/Leadership/HR date/time for EOC/Leadership/HR teams update, CISM Team, etc.teams update, CISM Team, etc.Prepared disaster specific handoutsPrepared disaster specific handouts
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EAP Response: Long-TermEAP Response: Long-TermInterventions/TreatmentInterventions/Treatmentfor a Vulnerable Populationfor a Vulnerable Population
Large-scale Disaster•Disaster as a process; not an eventDisaster as a process; not an event
•ChallengesChallengesCommunity factorsCommunity factors Health factorsHealth factorsFamily factorsFamily factors ResiliencyResiliency
•Assessing symptomsAssessing symptoms•Specific interventions and treatment Specific interventions and treatment modalitiesmodalities
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Large-scale Disaster•ChallengesChallenges
Community factors:Community factors: City/state infrastructure City/state infrastructure (levees, roads/ (levees, roads/
bridges, community overcrowding, bridges, community overcrowding, police/fire, etc.)police/fire, etc.)
Community/logistical support Community/logistical support (lack of (lack of daily living resources)daily living resources) Housing decisions Housing decisions (temporary housing, (temporary housing,
buy/build/rebuild, new elevation buy/build/rebuild, new elevation requirements, etc.)requirements, etc.)
EAP Response: Long-TermEAP Response: Long-Term
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Large-scale Disaster•Challenges Challenges (cont’d.)(cont’d.)::
Family factorsFamily factors Long-distance relationshipsLong-distance relationships Loss/grief Loss/grief (living space, personal (living space, personal
belongings, financial, spouse’s job, belongings, financial, spouse’s job, community, support systems,community, support systems, death of loved ones)death of loved ones)
Loss/lack of psychosocial supportLoss/lack of psychosocial support Personal financesPersonal finances
EAP Response: Long-TermEAP Response: Long-Term
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Large-scale Disaster•Challenges Challenges (cont’d.)(cont’d.)::
Family factors Family factors (cont’d.)(cont’d.) Insurance/FEMA/SBA, etc.Insurance/FEMA/SBA, etc. Legal issues/decisionsLegal issues/decisions Living conditions Living conditions (FEMA trailer, multiple (FEMA trailer, multiple family members/families in single home)family members/families in single home)
EAP Response: Long-TermEAP Response: Long-Term
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EAP Response: Long-TermEAP Response: Long-TermLarge-scale Disaster•Challenges Challenges (cont’d.)(cont’d.)::
Health factorsHealth factors physical healthphysical health mental Healthmental Health
suicidessuicides in domestic violencein domestic violencemajor symptoms of “stress” reportedmajor symptoms of “stress” reported
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EAP Response: Long-TermEAP Response: Long-TermAssessing symptoms:Assessing symptoms:
Annual MAF Safety & Health FairAnnual MAF Safety & Health Fair• EAP booth on “Relaxation”EAP booth on “Relaxation”
Joint effort with on-site contractorJoint effort with on-site contractor Major symptoms of stress reportedMajor symptoms of stress reported
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EAP Response: Long-TermEAP Response: Long-TermLarge-scale Disaster•Challenges Challenges (cont’d.)(cont’d.)::
How to keep going … “resiliency fatigue”How to keep going … “resiliency fatigue” tired of coping/optimismtired of coping/optimism daily reminders of loss (debris, closed daily reminders of loss (debris, closed stores, long lines)stores, long lines) grounding elements unavailable or grounding elements unavailable or
transienttransient what can be controlled is very little and what can be controlled is very little and
shifts oftenshifts often
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EAP Response: Long-TermEAP Response: Long-TermLarge-scale Disaster•ChallengesChallenges
How to keep going …“resiliency fatigue”How to keep going …“resiliency fatigue”Strategy - adaptive copingStrategy - adaptive coping
focus on small stepsfocus on small stepsday by day approachday by day approachrecognizing daily gainrecognizing daily gain
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EAP Response: Long-TermEAP Response: Long-Term Interventions/TreatmentInterventions/Treatment
On-going education and awareness
Peer support
Treatment models/Referrals:
• EMDR, PTSD, CBT, Experiential Therapy, etc.
• Supportive counseling: individual/ couples/family
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EAP Response: Long-TermEAP Response: Long-Term
Interventions/Treatment Interventions/Treatment (cont’d.)(cont’d.)
Wellness activitiesWellness activities
Resiliency strategies Resiliency strategies
On-going leadership initiatives
““Mosey therapy”Mosey therapy”
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SummarySummary
CISM Team members:CISM Team members:
As victims too
Potential for secondary trauma
Self-care
•mutual aid relationships/coverage
•listen to feedback
•share/talk, rest
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SummarySummaryEvery disaster is differentEvery disaster is different
Response requires both planning Response requires both planning and flexibilityand flexibility
• Focus on what works – the key is Focus on what works – the key is the peoplethe people
Learn/stay current on: Learn/stay current on: crisis intervention, CISM, disaster crisis intervention, CISM, disaster mental health, traumatic stress, etc.mental health, traumatic stress, etc.
• Flexibility vs. sticking to any Flexibility vs. sticking to any specific modelspecific model
Flexibility, creativity, resiliency!Flexibility, creativity, resiliency!