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Library Volunteers Training Module 4 – Connection Methods and Techniques

Library Volunteers Training Module 4 – Connection Methods and Techniques. Connecting with The Veteran. The “First Responder” Role Listening and Assessing Responsive Care Direction and Re-Direction Keeping it Simple but Meaningful Build on/Share Your Experiences. A Veteran’s Visit.

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Library Volunteers Training Module 4 – Connection Methods and Techniques

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  1. Library Volunteers Training Module 4 – Connection Methods and Techniques

  2. Connecting with The Veteran • The “First Responder” Role • Listening and Assessing • Responsive Care • Direction and Re-Direction • Keeping it Simple but Meaningful • Build on/Share Your Experiences

  3. A Veteran’s Visit • 1st things 1st: • Quick assessment for serious issues • Listen and ask questions • Does the veteran appear “stressed?” • Know some signs of PTSD, TBI, Contemplating Suicide • IF VETERAN IS IN CRISIS, CALL 911 ASAP • If no immediate crises, then continue interacting

  4. Responsive Care • Sharing basic benefits info in response • Try to classify the request into one or more of the 4 Benefits Categories • Healthcare, Employment, Housing, Education • Sometimes the request is outside of the 4 • In all cases, the Resource Book and/or CVSO will be your “Go-To Tools.” • Get a feel for what “info mode” the veteran likes • Print, Online, Spoken, Combination • It’s OK to learn alongside your veteran • You’ll see as many variations of need as there are veterans coming to you for help

  5. Direction and Re-Direction • Some veterans will have difficulty expressing themselves • Active Listening will help • Offering “The Store Shelf” is an alternative • Use this technique sparingly…can get frustrating • Let veteran choose broad category, if possible • Be mindful of the wandering storyteller • Your time is valuable, as was their service (be flexible, if possible) • Ask questions to get things back on track • Don’t be afraid to “call for reinforcements”

  6. KISS - ME • “Keep It Simple, Server” • Less confusion than when veteran came in • Let them do some homework • Give all paperwork with a short explanation • Remind veteran that this is just their first stop…they will get into details with others • Meaningful Experience • Review with the veteran • Discover what else they might need • Ask for feedback

  7. Help Others to Help Vets • Note what you’re doing that works • Note what didn’t work so well • Share with fellow volunteers/other providers • Give regular feedback to library staff and CalVet

  8. What do I need to Remember? • 1st Responder Role • Active Listening will lead to good benefits delivery • Provide simple, accurate info…don’t get too deep! • Get some feedback • Share your experiences with other volunteers and providers • Strive to improve with each veteran visit

  9. Going Live - Quiz • What are some good techniques to use when making initial contact with a veteran at your site? • Which forms of print media are best to present to any veteran as a first offering? • T/F? You should keep some kind of log or tally of veteran visits and specific assistance you’ve rendered.

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