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Practical Support and Problem-Solving Without Taking Over

Capítulo 6

Estimated reading time: 9 minutes

From “Support” to “Next Steps” (Without Taking Over)

In Psychological First Aid, practical support means helping someone regain a sense of control through small, doable actions. The goal is not to “fix” their situation or make decisions for them; it is to reduce immediate barriers, restore choice, and help them take the next step. A helpful rule: you provide structure and options; they keep ownership.

What “Taking Over” Looks Like (and Why to Avoid It)

Taking over often happens with good intentions: you start calling people, making plans, or deciding what they “should” do. This can backfire by increasing helplessness or resistance. Instead, aim for collaborative problem-solving: you help them think, choose, and act—at a pace they can manage.

Supportive: “Would it help to list what needs to happen in the next hour and pick one thing to start?”
Taking over: “Here’s what we’re going to do. First you’ll call your boss, then I’ll arrange transport…”

(1) Needs Assessment: “What Would Help in the Next Hour?”

When someone is distressed, long-term planning can feel impossible. Narrow the time frame to the next hour to make the problem solvable. Use concrete, present-focused questions that translate distress into needs.

Quick Needs Assessment Questions

Time-box: “What would help most in the next hour?”
Body needs: “Have you eaten or had water today?”
Practical barriers: “What’s the biggest obstacle right now—transport, money, phone, paperwork?”
Responsibilities: “Is there anyone you need to check on—kids, pets, someone expecting you?”
Communication: “Is there someone you want to contact or update?”
Environment: “Where would you feel safest or most settled for the next couple of hours?”

Micro-Summary to Confirm

Reflect back what you heard in one sentence and ask for confirmation. Example: “So the main things are getting somewhere safe, getting your child picked up, and charging your phone—did I get that right?”

(2) Prioritize Immediate Needs (Stability First)

Once needs are named, prioritize what will stabilize the situation quickly. A simple way is to sort needs into: must do now, should do soon, and can wait. Keep the list short—ideally 1–3 items.

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Common Immediate Needs Checklist

Food / water (low blood sugar and dehydration worsen distress and decision fatigue)
Transport (getting to a safe place, home, a clinic, or to pick up a child)
Childcare / dependent care (who is responsible, who can step in)
Safe place (somewhere calm, warm/cool, with privacy if possible)
Contacting someone (a trusted person, family member, employer, school, landlord, service provider)

Prioritization Script

“If we could solve just one thing in the next 30–60 minutes that would make everything else easier, what would it be?”

If they can’t choose, offer a gentle structure: “Would it be okay if we start with basics—water/food, then a safe place, then calls?”

(3) Collaborative Problem-Solving: Small Choices + Stepwise Plans

Problem-solving works best when it is broken into small steps with visible progress. Your role is to help generate options, reduce overwhelm, and turn a vague goal into a sequence of doable actions.

Step-by-Step Method: “Name → Options → Choose → Steps → Check”

Name the target (one problem only). “Let’s focus on transport to your sister’s place.”
Generate 2–4 options (not 10). “We could call a friend, use public transport, request a ride service, or ask staff about a shuttle.”
Choose one option with the person. “Which feels most doable right now?”
Break it into steps that take 1–10 minutes each. “First: find your phone. Second: plug it in. Third: text your sister.”
Check feasibility and adjust. “What might get in the way? How can we make it easier?”

Use “Small Choices” to Restore Control

When someone feels powerless, even minor choices rebuild agency. Offer choices that are real and manageable.

“Would you rather sit by the window or closer to the door?”
“Do you want to call first, or send a text?”
“Would it help to write this down, or keep it verbal?”

Example: Turning Overwhelm into Steps

Situation: A person says, “I can’t deal with anything. I don’t even know where to start.”

Supporter response: “Let’s pick one thing for the next hour. Would water, contacting someone, or getting transport help most?”

Person chooses: “Contacting my partner.”

Stepwise plan:

Find phone (1 minute)
Charge phone (plug in now)
Draft a simple message together (30 seconds)
Send message
Set a 10-minute check: “If no reply, we try a call or an alternate contact.”

(4) Support Decision-Making Without Directing

In distress, decision-making can be slowed or rigid. You can support it by offering options, clarifying trade-offs, and confirming consent—without pushing your preferred choice.

Offer Options (Not Orders)

Use neutral language and keep the number of options small.

Neutral: “Some people choose A; others choose B. Which fits you best right now?”
Too directive: “You need to do A.”

Clarify Trade-Offs Briefly

Help them compare options in a practical way.

“If you take the bus, it’s cheaper but slower. If you call a friend, it may be faster but you’d need to ask for help. Which matters more right now?”

Confirm Consent Before Acting

Before you call, text, drive, speak to staff, or share information, ask permission. This protects autonomy and trust.

“Would you like me to do that, or would you prefer to do it while I sit with you?”

“Is it okay if I speak to the receptionist with you here, or would you rather talk yourself?”

Support “Do-It-With-Me” Instead of “Do-It-For-Me”

When possible, shift from rescuing to coaching.

Task	Taking Over	Collaborative Support
Making a call	You call and explain everything	You help them write 2–3 bullet points; they call while you stay nearby
Filling a form	You complete it for them	You read questions aloud; they answer; you write only if they request
Planning transport	You decide the route and timing	You show two routes; they choose; you confirm the first step

Language That Builds Self-Efficacy

“You’re making clear choices even though this is hard.”
“Let’s make this the smallest possible next step.”
“You’ve already handled the first part by identifying what you need.”

(5) Follow-Through and Handoffs: Who Will Do What, By When

A plan only helps if it becomes action. Distress can disrupt memory and follow-through, so make the plan visible, time-bound, and shared. End each problem-solving cycle with clear roles and a check-in point.

The “Who / What / When” Check

Who is doing it? (person, you, a third party)
What exactly will happen? (one observable action)
When will it happen? (a time or trigger)

“Just to make sure we’re aligned: you’ll text your sister now. I’ll ask staff about a charger. In 10 minutes we’ll check whether she replied.”

Handoffs to Others (Warm Transfers)

When another person or service needs to take over, aim for a “warm handoff”: the distressed person stays informed and involved, and the transition is clear.

Explain the purpose: “This person can help with transport options.”
Ask permission: “Is it okay if I share a brief summary?”
Keep it minimal: share only what is needed for the task
Confirm understanding: “What did you hear as the next step?”

Common Follow-Through Supports

Write it down (paper or phone notes) in the person’s words
Set a timer for the next check-in (5–15 minutes)
Reduce friction: gather documents, find phone numbers, locate chargers, identify the nearest resource
One-step rule: if energy is low, do only the next step, not the whole plan

Templates: Simple Action Plan (Copy/Paste)

Template A: “Next Hour” Action Plan

GOAL (next 60 minutes): _______________________________  Time: ________  Date: ________  Location: ________  Priority: (Must / Should / Can wait) ________  What I need right now (circle): food / water / transport / childcare / safe place / contact someone / other: ________  OPTION 1: ____________________  OPTION 2: ____________________  OPTION 3: ____________________  My choice: ____________________  Step 1 (1–5 min): ____________________  Who: ________  When: ________  Step 2 (5–10 min): ___________________  Who: ________  When: ________  Step 3 (10–20 min): __________________  Who: ________  When: ________  If this doesn’t work, Plan B is: _________________________  Check-in time: ________  What would make this easier? ___________________________

Template B: “Who/What/When” Mini-Plan (Ultra Short)

1) WHO: ________  WHAT: ____________________  WHEN: ________  2) WHO: ________  WHAT: ____________________  WHEN: ________  3) WHO: ________  WHAT: ____________________  WHEN: ________  Next check-in: ________

Examples That Build Self-Efficacy (Realistic Scenarios)

Example 1: Immediate Needs + Small Choice

Person: “I haven’t eaten, and I can’t think.”

You: “Food and water can make thinking easier. Would you prefer water first or something to eat first?”

Plan: Step 1: drink water now. Step 2: choose a snack/meal option. Step 3: reassess the next task after 10 minutes.

Self-efficacy message: “You noticed what your body needs—that’s a strong first step.”

Example 2: Transport Problem-Solving Without Directing

Need: Getting home safely.

You: “We have a few options: call a friend, use public transport, or request a ride. Which feels most doable?”

Person: “I can’t ask a friend.”

You: “Okay, let’s compare the other two. Public transport is cheaper but slower; a ride is faster but costs more. What matters most right now?”

Follow-through: “You’ll check the route; I’ll look up the pickup point. In 5 minutes we decide.”

Example 3: Childcare Coordination With Consent

Need: Child pickup in 45 minutes.

You: “Would it help to contact the school, or would you rather contact a family member first?”

Person: “Can you call the school?”

You: “Yes. Before I call, what would you like me to say, and is it okay if I mention you’re dealing with an urgent situation without details?”

Plan: You call school with agreed wording; person texts family member; check-in in 10 minutes to confirm pickup plan.

Example 4: When the Person Can’t Choose

Person: “I don’t know. I can’t decide anything.”

You: “That makes sense when things feel heavy. Would it be okay if I offer two simple options, and you can pick one—or we can flip a coin and you can tell me if it feels wrong?”

Options: “Option A: we write a 3-line message to your contact. Option B: we find a quiet place and then write it.”

Self-efficacy message: “Even choosing between two options is decision-making—you’re doing it.”

Example 5: Warm Handoff to a Service

Need: Housing/transport assistance from staff.

You: “There’s a coordinator who can help with transport vouchers. Is it okay if we go together and you tell them what you need, and I can fill in details only if you want?”

Handoff script: “This is ____. They’re looking for transport to __ today and need to know the options. They prefer to decide after hearing costs and timing.”

Who/What/When: Coordinator provides options now; person chooses; you help note the plan; check-in after the appointment.

Now answer the exercise about the content:

In Psychological First Aid, which approach best provides practical support without taking over?

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Practical support restores control by providing structure and options while the person keeps ownership. Use collaborative problem-solving, focus on small doable steps, and confirm consent before acting.