The Effective Helper
(Five factors to be aware of in the aftermath of a disaster or major emergency)

Following a disaster or major emergency in a community or workplace, a wide range of people may be called upon to assist those involved. Emergency workers, health professionals, clergy, counsellors, employee assistance providers, OH&S personnel and welfare workers may all be asked to provide assistance. While good intentions abound, it's crucial for those offering assistance to be aware of some key factors relating to those they are intending to help. Criticism of helpers in the aftermath of a disaster rarely relates to their skill or expertise, but more to their lack of knowledge or appreciation of the situation. As we learn more about the most appropriate ways to assist people, the need to be aware of the following five factors becomes increasingly important.

1. The people involved in a disaster or major emergency are part of the "normal" population.
   In the wake of disasters it's not uncommon to see the pathologising of all involved, with references to everyone being "traumatised" and strong implications of persistent mental dysfunction. Normal populations have a normal range of reactions, with most being totally understandable and expected, given the events those involved have been subjected to. In the early stages of giving assistance, helpers are advised to accept behaviours observed as reactive to the situation and avoid assuming deep underlying problems, or conferring clinical labels on those affected.
2. There is usually a great deal of diversity in the population of those involved.
   The media, government agencies and others often suggest a high degree of commonality of impact, reactions and needs, when referring to those involved in a disaster or emergency eg. the people of the town have all been devastated, or the workers at the mine are all traumatised. While many may show the reactions mentioned, helpers need to be aware they are more likely to be dealing with a population of great diversity, not just restricted to the demographics of age, gender, cultural origin and educational background. More powerful are the personality variables of temperament or anxiety reaction, and the situational variables, such as perceived degree of victimisation, physical injury, property loss and damage. These diverse variables can have a powerful impact on the needs of those involved.
3. People don't always panic and communities don't disintegrate in the wake of a disaster or major emergency.
   Most of our images of people following disasters come from the media, who tend to highlight distress, suffering, panic, damage and despair. In reality, it's the minority of people who show extremes of emotion. In most circumstances, helping behaviours increase and the sense of community, or mateship, is highlighted. Those giving assistance from the outside are advised to co-ordinate their actions with community or organisational initiatives. It's important to avoid doing anything which fragments or interferes with the self-help efforts being made. Reports of outside helpers down playing local efforts and bluntly telling those involved what they "should be doing" have detracted from the genuine value outside assistance can provide to those affected.
4. Practical support is the basis of psychological stability.
   More than 30 years ago, Abraham Maslow observed that people have survival and safety needs which need to be met before inter-personal and ego needs can even be considered. Helpers are advised to remember that in a crisis situation, practical support and reassurance becomes even more crucial to the psychological well-being of those affected. People are more likely to share with, and trust, the person who makes coffee, passes around food, makes phone calls for them, and does the best to make them comfortable, than the helper who wanders around asking if people want to talk about anything. Hopefully, not too many people actually do this, however, such behaviour has been reported following a number of major community crises.
5. Rumours and speculation are commonplace around disasters and emergencies.
   Knowledge and information give people a sense of control, therefore, in times of crisis rumours are rife. Although many speculations are harmless, unsubstantiated rumours can increase anxiety, or create false hope. People need accurate and timely information to assist them to cope with the realities of their situation. When appropriate, helpers can assist people by providing clear, factual information about what is happening.

Important rules for helpers are:

• Don't join in the spreading of rumours.
• Don't speculate with personal theories.
• Give out only information which you are authorised to pass on.
• Be honest, but supportive.
• Whenever possible, offer to find out or confirm information people need.
• Avoid speaking to the media. Leave that to an official spokesperson.