What should a CACO do if the family expresses anger or frustration?

When a family expresses anger or frustration, it is vital for a Casualty Assistance Calls Officer (CACO) to listen actively and validate their feelings while providing support. This approach acknowledges the emotional turmoil that the family is experiencing and demonstrates empathy and understanding, which is crucial during such a difficult time.

Listening actively means being fully present in the conversation, showing that you are attentive and care about what they are expressing. Validating their feelings involves recognizing that their emotions are legitimate responses to an incredibly challenging situation. This can help establish trust and open lines of communication, allowing the CACO to provide the support and resources that the family may need.

Offering standard responses or ignoring their feelings would likely escalate the situation and could be perceived as dismissive. Suggesting they speak to a counselor without first addressing their immediate emotions might seem like an avoidance of their concerns. Asking them to leave is an inappropriate response and can further alienate the family during a vulnerable moment. Therefore, actively listening and supporting them is the most appropriate and effective action in such scenarios.