De-escalation is the process of calming a tense or emotionally charged situation. This skill protects everyone’s safety—yours, your team’s, and the person or family you’re serving.

Core Practices:

• Remain calm and grounded. Your tone, body language, and pace of speech should convey patience and safety. Avoid crossing your arms, pointing, or speaking loudly.

• Listen actively. Often, people need to feel heard before they can calm down. Nodding and saying “I hear you” or “That sounds really frustrating” helps.

• Give people physical space. Respect personal boundaries, especially when emotions are high.

• Avoid arguing or power struggles. De-escalation is about connection, not correction. If someone feels disrespected or unheard, defensiveness may increase.

• Acknowledge feelings without judgment. Say things like:
  “It sounds like today’s been really hard.”
  “I want to help. Let’s figure out what we can do.”

If someone becomes aggressive, always prioritize safety. Step away if needed and alert your team lead or designated safety person.

Cultural humility is a practice—not a skill to be mastered. It’s an ongoing commitment to recognizing our own perspectives and making room for others’.

We serve a diverse population with varied cultural, racial, religious, and personal identities. Cultural humility helps avoid assumptions and fosters trust and mutual respect.

Core Practices:

• Self-awareness: Notice your reactions and ask: Am I making assumptions based on my own lens?

• Curiosity over certainty: You don’t have to have all the answers. Ask open-ended questions to learn about someone’s experience.

• Flexibility: Respect cultural norms, boundaries, and communication styles different from your own.

• Power-sharing: Be mindful of your position of privilege as a volunteer. Approach each interaction as a partnership, not a transaction.

Trauma-informed care recognizes that trauma—whether from violence, loss, systemic oppression, or chronic stress—affects how people navigate the world, including interactions with service providers.

Core Practices:

• Safety first: Create a physically and emotionally safe space. Use gentle voices, avoid startling movements, and respect when someone doesn’t want to talk or be touched.

• Trustworthiness & transparency: Be honest about what you can and cannot offer. Don’t make promises you can’t keep. Follow through whenever possible.

• Empowerment, voice, and choice: Ask permission before touching an animal or person’s belongings. Provide options whenever possible.

• Sensitivity to triggers: Understand that certain phrases, smells, or even uniforms can cause distress. If someone seems withdrawn or upset, check in gently without prying.

Even small actions—like asking how someone prefers to be addressed or respecting their silence—build trust by word-of-mouth.