1. Module 3 Direct Service Issues This curriculum is intended to be a tool to assist domestic violence service providers offering victim services (such as those outlined in California Penal Code §13823.15-13823.16) for the purpose of ensuring advocates working with survivors meet the requirements of a “Domestic Violence Counselor” pursuant to Evidence Code §1037.1(a)(1).

2. Objectives To understand the role of the DV Advocate. To learn basic counseling skills and how to apply them in such a way as to facilitate change. To understand the key points necessary in making a successful referral. Module 3 Direct Service Issues Published 2012 Slide 2

3. Crisis The Chinese word for crisis wei ji combines two elements: Danger and Opportunity Module 3 Direct Service Issues Published 2012 Slide 3

4. Case Study Assume that the information in this case study was gathered during the intake process. Read the vignette and answer the questions that follow. Module 3 Direct Service Issues Published 2012 Slide 4

5. Activity “Web of Services” Module 3 Direct Service Issues Published 2012 Slide 5

6. Guiding Principles Module 3 Direct Service Issues Published 2012 Slide 6

7. What are Guiding Principles? Fundamental truths or methods of operation that link, direct and show the way. An anti-oppression approach with a social justice analysis Module 3 Direct Service Issues Published 2012 Slide 7

8. Guiding Principle Client Centered Module 3 Direct Service Issues Published 2012 Slide 8

9. Guiding Principles Safety Module 3 Direct Service Issues Published 2012 Slide 9

10. Guiding Principle Empowerment Module 3 Direct Service Issues Published 2012 Slide 10

11. Guiding Principle Advocacy Module 3 Direct Service Issues Published 2012 Slide 11

12. Guiding Principle Hope Module 3 Direct Service Issues Published 2012 Slide 12

13. Advocacy Module 3 Direct Service Issues Published 2012 Slide 13

14. What is Advocacy? To do something for someone that they cannot do for themselves To speak on someone’s behalf when they cannot do it for themselves Module 3 Direct Service Issues Published 2012 Slide 14

15. Group Discussion What are some examples of advocacy? Module 3 Direct Service Issues Published 2012 Slide 15

16. Advocacy Language Access Acquire Income Assist with Social Service System Refer to Legal Assistance Secure Childcare Criminal Justice Advocacy Obtain Adequate Housing Facilitate Healing Module 3 Direct Service Issues Published 2012 Slide 16

17. Role of the Domestic Violence Advocate Advocacy Crisis Counseling/Intervention Peer Counseling Module 3 Direct Service Issues Published 2012 Slide 17

18. Crisis Counseling/Intervention Module 3 Direct Service Issues Published 2012 Slide 18

19. What is a Crisis? A stage in a sequence of events at which the trend of all future events, for better or for worse, is determined; turning point. A condition of instability or danger, as in social, economic, political, or international affairs, leading to a decisive change. A dramatic emotional or circumstantial upheaval in a person's life. ("crisis." Dictionary.com Unabridged (v 1.1). Random House, Inc. 14 Apr. 2007..) http://dictionary.reference.com/browse/crisis Module 3 Direct Service Issues Published 2012 Slide 19

20. Characteristics of Someone in Crisis Physical: – Shock – Numbness – Frozen – Fight, flight or freeze – Hyperventilation – Slow motion – Adrenaline rush – Heart rate increase Module 3 Direct Service Issues Published 2012 Slide 20

21. Characteristics of Someone in Crisis Emotional: – Shock – Disbelief, Denial – Terror – Confusion – Guilt – Relief – Grief – Loss of Trust Module 3 Direct Service Issues Published 2012 Slide 21

22. Crisis Intervention Module 3 Direct Service Issues Published 2012 Slide 22

23. Crisis Intervention Empathy vs. Sympathy Short Term Listen and Understand Danger and Opportunity Address Safety Identify Options Module 3 Direct Service Issues Published 2012 Slide 23

24. Basic Crisis Intervention Skills Take a moment to create a clear space externally and internally Remain calm and centered Regulate your own feelings and the survivor’s anger and agitation. Encourage survivor to make decisions for her/his future. Let the survivor decide her or his own pace for change. (Source: Missouri Coalition Against Domestic Violence Training Manual) Module 3 Direct Service Issues Published 2012 Slide 24

25. Basic Crisis Intervention Skills Be mindful about not imposing your personal values or feelings regarding the situation Minimize educational, social, and economic differences as much as possible. Allow the survivor to discuss negative feelings about an abusive partner, but do not reinforce general stereotypes about abusers Module 3 Direct Service Issues Published 2012 Slide 25

26. Basic Crisis Intervention Skills Do not convey disappointment or rejection if a survivor elects to return to an abusive relationship. Explain all kinds of information thoroughly. Module 3 Direct Service Issues Published 2012 Slide 26

27. Peer Counseling Module 3 Direct Service Issues Published 2012 Slide 27

28. Group Discussion: Peer Counseling What is it? What does it look like? Module 3 Direct Service Issues Published 2012 Slide 28

29. Peer Counseling Active Listening Reflective Listening Open Questions Feedback: Paraphrasing, Summarizing Building Self-Esteem Identifying and Prioritizing Needs Reviewing Options/Establishing Realistic Goals Module 3 Direct Service Issues Published 2012 Slide 29

30. Social Justice Context Recognition of social, economic, cultural, ethnic, racial, and familial influences on a client’s life and choices. Subordination is identified and sexism in society is explored in relation to domestic violence. Module 3 Direct Service Issues Published 2012 Slide 30

31. Active Listening Empathy Non-Judgmental Be Aware of Your Body Language Non-Verbal Cues from Survivor Module 3 Direct Service Issues Published 2012 Slide 31

32. Reflective Listening Listen Understand Respond – Reflection – Restate or Paraphrase – Question – Summarize Module 3 Direct Service Issues Published 2012 Slide 32

33. Reflective Listening Questions – Clarifying – Open-Ended – Hypothetical – Consensus Module 3 Direct Service Issues Published 2012 Slide 33

34. Reflective Listening Clarifying Question – I’m not really clear; could you explain that some more? – What does that mean to you? – Do you mean…..? Module 3 Direct Service Issues Published 2012 Slide 34

35. Reflective Listening Hypothetical – Suppose you did it that way… what would happen? – If that didn’t work, what other ways would you explore? – What is the worst thing that could happen? Module 3 Direct Service Issues Published 2012 Slide 35

36. Reflective Listening Consensus – Does this seem to be the problem? – Which of these concerns is more important right now? – Do we agree on what happens next? Module 3 Direct Service Issues Published 2012 Slide 36

37. Reflective Listening Summarize: come to a consensus about the issues at hand and next steps. Module 3 Direct Service Issues Published 2012 Slide 37

38. Principles of Reflective Listening Listen more, talk less Respond to what is personal rather than to what is impersonal. Clarify and summarize/paraphrase. Understand the feelings contained in what the other says. Develop the best possible sense of the other’s frame of reference. Respond with acceptance and empathy. Module 3 Direct Service Issues Published 2012 Slide 38

39. Open Questions Allows Client to Explore Emotions and Situation – Aware of Self – Take Control – Advocate Cares Closed vs. Open Avoid “why” Module 3 Direct Service Issues Published 2012 Slide 39

40. Feedback: Paraphrase, Summarize Counselor/Advocate check, do you understand the client? Assures client you are listening Validates survivor’s experience Allows the survivor to hear their own feelings expressed Module 3 Direct Service Issues Published 2012 Slide 40

41. Building Self Esteem Believe in the survivor’s ability to problem solve Remember the survivor’s situation and dynamics Reaffirm the survivor’s strengths Ask the survivor to identify their own strengths Module 3 Direct Service Issues Published 2012 Slide 41

42. Identify & Prioritize Needs Immediate Needs - Long-Term goals Safety - Comfort Personal - Family Obtainable - Desirable Module 3 Direct Service Issues Published 2012 Slide 42

43. Review Options/Establish Realistic Goals Check in Assess the survivor’s resources Review other resources available Be aware of your own need and your pace Module 3 Direct Service Issues Published 2012 Slide 43

44. Incorporating an Empowerment Approach All work must be empowering – Avoid – Embrace Module 3 Direct Service Issues Published 2012 Slide 44

45. Making a Referral Know your referral agencies What do you need to know? Warm vs. Cold Referral Module 3 Direct Service Issues Published 2012 Slide 45

46. Role Play Module 3 Direct Service Issues Published 2012 Slide 46

47. Documentation Good documentation is critical. Documentation can help the survivor in court. – Use survivor’s own words in quotes – Document extensively Module 3 Direct Service Issues Published 2012 Slide 47

48. Documentation Organization Policies Module 3 Direct Service Issues Published 2012 Slide 48

49. This project was supported by Grant Number G-1101CAFVPS from the Administration on Children, Youth and Families, Family and Youth Services Bureau, U.S. Department of Health and Human Services (HHS) through the California Emergency Management Agency (Cal EMA). The opinions, findings, and conclusions in this publication are those of the author and not necessarily those of HHS nor Cal EMA. Cal EMA reserves a royalty-free, nonexclusive, and irrevocable license to reproduce, publish, and use these materials and to authorize others to do so.