What is an essential skill for CACOs to utilize when working with families in distress?

Active listening and empathy are essential skills for Casualty Assistance Calls Officers (CACOs) to effectively support families in distress. When working with families who have experienced a loss, CACOs must create a safe and supportive environment where the bereaved can express their emotions and concerns. Active listening involves fully concentrating on what the family members are saying, understanding their emotional state, and validating their feelings without interrupting or judging. This fosters trust and communication.

Empathy goes beyond mere understanding; it involves connecting with the family's emotions and demonstrating compassion for their situation. By actively listening and showing empathy, CACOs can reassure families that their feelings are legitimate and help them navigate through their grief and challenges. This supportive approach can significantly ease the burden on families, making them feel valued and understood during a difficult time.