OneHope Refuge Volunteer Training
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Code of Conduct
Onehope Refuge is a faith-based organization and our Code of Conduct is rooted in our religious beliefs and values. All staff and volunteers are expected to conduct themselves in a manner consistent with Biblical standards, values, and character. The use of common sense, good ethical standards, and discretion shall guide all decisions. Please refer to the Christian Code of Conduct document received in your onboarding paperwork for a comprehensive review of conduct expectations.
Confidentiality Expectations
For the safety of all women, children, staff, and volunteers, all individuals who reside, work, or volunteer at Onehope Refuge are required to sign a confidentiality agreement.
Information that must remain confidential includes:
- The location of the safehouse.
- Any identifying information regarding the women and children who live here.
- Any personal information about any of the women and children, including their stories.
The following measures are taken to protect confidentiality and privacy:
- All personal information regarding any woman or child who resides at Onehope Refuge is locked and protected.
- In order to disclose any information with a third party, there must be a specific signed Release of Information form.
Duty to Report and Inform
All staff members and volunteers at Onehope Refuge are required to report any suspected abuse or neglect to the local Department of Social Services office and to inform their task supervisor.
Client Interaction Policy
All staff members and volunteers are expected to follow the below principles in all interactions with the women and children who reside at Onehope Refuge, regardless of the actions or behaviors of the woman and/or child:
- Treat individuals with respect
- Provide empathy and compassion
- Listen without judgement
- Remain calm in all circumstances
- Utilize a trauma-informed perspective*
*Please note that you will receive further training and information on trauma-informed care later in this training
Appearance and Attire
All staff and volunteers are expected to be clean, well-groomed, and aware of the way they present themselves.
We teach the women and children who reside here that dressing appropriately and comfortably is an early step towards increasing one's self-esteem and self-worth, so it is imperative that our staff and volunteers model this with their own appearance and attire. Anything that is revealing, inappropriate, or triggering for the women and children is not permitted. If an individual is dressed inappropriately, they will be asked to change and/or leave.
When getting dressed, please avoid the following:
- Rips, holes, and tears
- Offensive language and/or profanity
- References to drugs and/or alcohol
- Excessive cleavage, buttocks, or midriff
- Shorts or skirts shorter than mid-thigh
Additional Policies
Smoking
Reporting Misconduct
Health & Safety
Onehope Refuge is committed to ensuring a safe and healthy space. All staff and volunteers must be able to identify and resolve potential safety hazards.
Onehope Refuge is a smoke-free property. To maintain a healthy environment, we kindly ask that all volunteers refrain from smoking anywhere on the premises.
All staff and volunteers are expected to report misconduct (examples: theft, violence, fraud, etc.), and there will be no retaliation against those who report misconduct.
Drugs and Alcohol
Fraternization
Personal Belongings
Personal and/or sexual relationships between residents and volunteers/staff members are expressly forbidden.
Individuals are responsible for their own personal belongings, such as cell phone and keys. Although we strive to maintain a safe home, Onehope Refuge is not responsible for any lost or stolen items.
Onehope Refuge is a drug- and alcohol-free property. In order to promote a safe environment, substances and related materials are not permitted.
Ground Rules Specific to Volunteers
In addition to following our Code of Conduct and general policies, there are a few rules that are specific to volunteers that you will be asked to follow:
- Do not ask the survivors about their experiences in sex trafficking or other forms of trauma.
- Do not talk about sex, violence, abuse, drugs, alcohol, or other topics that are likely to be associated with traumatic experiences. This includes conversations with the survivors, their children, other volunteers, staff, etc.
- Do not initiate any physical contact, such as hugs, with the women and children.
- Do not go upstairs in the home. This space includes the women and children's private living spaces, and volunteers are not to enter or approach.
- Do not allow a survivor or child to use your phone.
- Do not show a survivor or child anything on your phone.
Ground Rules Specific to Volunteers
In addition to following our Code of Conduct and general policies, there are a few rules that are specific to volunteers that you will be asked to follow:
7. Do not smoke on Onehope Refuge property. 8. Do not give yours or any other cell phone numbers to the mentees. 9. Do not bring your cell phone into the house. 10. Do not talk to a mentee about staff or other mentees. 11. Ring the door bell when you arrive to the safehouse. 12. Do not show up at Onehope Refuge property without being properly scheduled.
Knowledge Check 1/5
Incorrect, please try again!
False
True or False: All staff members and volunteers should report any suspicions of abuse or neglect.
True
Knowledge Check 2/5
Incorrect, please try again!
Reporting misconduct such as theft or violence
Personal or sexual relationships between residents and volunteers
Which of the following are prohibited at Onehope Refuge?
Using a trauma-informed perspective
Knowledge Check 3/5
Incorrect, please try again!
Jeans without holes
A shirt with a liquor brand logo
Which of the following is appropriate to wear when volunteering at Onehope Refuge?
A very short dress
Knowledge Check 4/5
Incorrect, please try again!
Treat others with respect
Keep identifying information about residents confidential
Which of the following is *not* expected of volunteers at Onehope Refuge?
Hide suspicions of abuse
Knowledge Check 5/5
Incorrect, please try again!
False
True or false: It is okay for you to tell your friends and family stories about the women and children at Onehope Refuge?
True
Trauma and How to support traumatized individuals
Objectives
01
Understand trauma and triggers
02
Understand the impact that trauma has on individuals
03
Understand what a strengths-based perspective is and what a trauma-informed care perspective is
04
Understand the basics of how to and how not to interact with survivors of sex trafficking
Defining Terms
Trauma
A pervasive problem that results from exposure to an incident or series of events that are emotionally disturbing or life-threatening with lasting adverse effects on the individual's functioning and mental, physical, social, emotional, and/or spiritual well-being.
Triggers
A psychological stimulus that prompts involuntary recall of a previous traumatic experience. These are based in personal perception and lead to a set of emotional, physiological, and behavioral responses in the pursuit of real and/or perceived safety.
https://www.traumainformedcare.chcs.org/what-is-trauma/
The Three E's of Trauma
Trauma can be understood through the following three "E" concepts:
Effects
Trauma has lasting adverse effects on the individual's physical, social, emotional, mental, and spiritual well-being.
Experience
Trauma can be experienced by an individual as physically or emotionally harmful or threatening.
Event
Trauma can be caused by a single event or by repeated events.
Note that trauma is an individual-specific experience. Everyone experiences trauma differently, even if they have the same event that caused it! Effects of trauma are based on personal perception and personal experience of the event.
Effects of Trauma
Cognitive
Emotional
Physical
May include chronic illnesses, hyperarousal, sleep disturbances, substance use disorders, etc.
May include guilt, idealization of the perpetrator, hallucinations, cognitive distortions, dissociation, skewed view of self and world, etc.
May include anger, irritability, depression, anxiety, emotional dysregulation, numbing, etc.
Behavioral
Social
Developmental
May impact development, negatively affecting critical neural growth and adverse brain development.
May lead to relationship issues, distrust and betrayal, difficulty developing attachments, etc.
May include reenactments, self-destructive behaviors, substance use, self-medication, avoidance, etc.
Office for Victims of Crime, Training & Technical Assistance Center
Trauma Responses
Freeze
Fight
Shut down to block out the threat.
Confront the threat.
Anger Rage Confrontation High Energy
Dissociation Numbness Shutdown Low Energy
Fawn
Flight
Appease the threat.
Run away from the threat.
People-pleasing Codependency Lack of boundaries
Anxiety Panic Avoidance High Energy
https://psychcentral.com/health/
Long-Term Effects of Trauma
Trauma can...
- Make an individual more vulnerable to developing mental health problems.
- Directly cause post-traumatic stress disorder (PTSD) or complex post-traumatic stress disorder (C-PTSD).
- Lead some people to misuse drugs, alcohol, or self-harm to cope with difficult memories and emotions.
- Lead people to have low self-esteem and a skewed sense of self-worth.
- Make it harder to trust people, which can make relationships and friendships more difficult to maintain.
- Lead some people to struggle to look after themselves, hold down a job, or take pleasure in things they used to enjoy.
- Make it harder for an individual to manage their emotions.
- Lead some people to react in ways that feel illogical or over-the-top.
- Increase the risk of developing physical health problems, including long-term illnesses
https://www.mentalhealth.org.uk/explore-mental-health/a-z-topics/trauma
So how do we best support individuals who have experienced trauma?
Two Guiding Perspectives
Onehope Refuge bases our organization, our processes, and our interactions with others on two key perspectives:
- Strengths-Based Perspective
- Trauma-Informed Care Perspective
Strengths-Based Perspective
This is an approach that builds on an individual's personal strengths instead of focusing on weaknesses or deficits. It puts the strengths and resources of an individual at the center of the helping process.
It involves empowering clients to identify and apply their strengths to achieve their goals. These strengths may be held by the individual, their family, their environment, etc., but they are all an asset to the individual!
Individual Strengths
Opportunities for Growth
Family Strengths
What is wrong with this person?
From:
Environmental Strengths
A strengths-based perspective should underlie all interactions with the survivors and their children
Applying a Strengths-Based Perspective
Individual Strength Examples:
- Personal qualities - kind, resilient, empathetic, funny, loyal, courageous, etc.
- Knowledge and skills - leadership, computer literacy, reading, painting, etc.
- Passions and interests - art, dance, exercise, reading, gardening, cooking, etc.
Family Strength Examples:
- Appreciation and affection
- Dedication to each other's wellbeing
- Positive communication
Environment Strength Examples
- Supportive people around you
- Medical and social services available
- A safe place to live
How to take a strengths-based perspective:
- Actively look for and point out strengths in the survivors
- Encourage the survivors to use and build upon their identified strengths
- Focus conversations away from deficits and towards strengths
Types of strengths to consider:
What is wrong with this person?
From:
A strengths-based perspective should underlie all interactions with the survivors and their children
Trauma-Informed Care Perspective
Understands, considers, and recognizes the pervasive nature of trauma, and promotes environments of healing and recovery as opposed to practices and services that may inadvertently re-traumatize individuals.
Requires a shift in thinking:
To...
From...
What happened to this person?
What is wrong with this person?
What is wrong with this person?
From:
*Remember - this is a shift in thinking, we don't want to actually ask these questions.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
Trauma-Informed Care
Please watch this short video on the importance of using trauma-informed care. Note that additional videos will pop up at the end of the video. You do not need to watch these, but you can navigate to YouTube and watch additional videos on Trauma-Informed Care if you would like to!
Why Practice Trauma-Informed Care?
A trauma-informed perspective can...
- Provide a sense of safety for the survivor
- Actively avoid re-traumatizing the survivor
- Empower the survivor
- Create a safe physical and emotional environment
- Improve the social environment
- Create and sustain opportunities for choice, power, control, and autonomy
- Facilitate healing and resilience
https://www.aquilarecovery.com/blog/benefits-of-trauma-informed-care/
Four R's of Trauma-Informed Care
Resist re-traumatization by actively shaping the survivor's environments to avoid triggers and protect the survivor from further trauma,.
Resist Re-traumatization
Respond in a compassionate and respectful way by making adjustments to the survivor's environment and safety.
Respond
Recognize the symptoms of trauma and how it manifests in how an indivdual acts and engages.
Recognize
Somos seres visuales
Realize the widespread impact of trauma and understand how it impacts the emotional, social, behavioral, cognitive, physical, and mental health of individuals.
Realize
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
Key Principles of Trauma-Informed Care
4. Collaboration
2. Trustworthiness and Transparency
- Safety
6. Cultural, Historical, and Gender Issues
3. Peer Support
5. Empowerment, Voice, and Choice
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
1. Safety
Providing a physically safe setting and encouraging safe interpersonal interactions.
Examples of how Onehope Refuge encourages safety:
- We provide a safe home with appropriate security measures
- We monitor who is coming and going from the property
- We keep all personal information regarding the survivors and children locked, safe, and confidential
Examples of how you as a volunteer can encourage safety:
- Maintain confidentiality and refrain from telling other people stories about the women and children at Onehope Refuge
- Do not show up unscheduled to the property
- Engage in respectful and compassionate communication with the survivors and children
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
2. Trustworthiness & Transparency
Operations and interpersonal interactions are conducted with transparency with the goal of building and maintaining trust.
Note on how to interact with survivors
Don't tell them "You can trust me". Instead, show them with your actions that they can trust you. As survivors often have a history of being lied to and manipulated, it can be difficult for them to know who they can trust. Understand that their trust may not come quickly or easily.
Examples of how Onehope Refuge encourages trustworthiness:
- Listen actively to the needs of the survivors and children in our care and work to address them
- Clearly communicate our processes and procedures to ensure there are not surprises regarding expectations
- Admit when we are wrong about something and make amends
Examples of how you as a volunteer can encourage trustworthiness:
- Show that you care by showing up when you commit to do so
- Admit if you make a mistake in an interaction with a woman or child, take accountability, and apologize
Why is this important? Survivors need to know that the individuals seeking to help them are trustworthy in order to effectively engage.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
3. Peer Support
Peer support involves creating opportunities for survivors to interact with others who have experienced trauma so that they can seek mutual support from one another.
Note on how to interact with survivors
This type of interaction focuses on shared experiences with trauma. As a volunteer, we ask that you do not share your personal traumas with the survivors, as the space is intended to be a healing environment for them.
It is all about valuing lived expertise and working together to promote healing!
Examples of how Onehope Refuge encourages peer support:
- Provide a collective space for survivors to heal together
- Provide opportunities for survivors at Onehope Refuge to engage with other survivors at partner organizations
Examples of how you as a volunteer can encourage peer support:
- Refrain from discussing your own traumatic experiences
- Encourage positive interactions among survivors
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
4. Collaboration
Examples of how Onehope Refuge encourages collaboration:
- Include the desires and goals of survivors in case management and individual support planning
- Work together with the survivors on maintaining the home
Examples of how you as a volunteer can encourage collaboration:
- Work together with the survivors in whatever engagement you have with them
- Treat the survivors as partners who can benefit from your teamwork instead of victims who need your direction
- Understand that positive, collegial interactions can have a therapeutic effect for the survivors
Staff, volunteers, and survivors have shared goals and level out power differences. All individuals act with mutual respect for one another.
Why is this important? A common lasting effect of trafficking is feelings of powerlessness and discomfort with authority. Collaboration helps create a safe and healing environment where the survivors can feel heard and supported in their own recovery.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
5. Empowerment, Voice, & Choice
Provide opportunities for the survivors to exercise choice and speak for themselves, and ensure that the survivor's strengths and experiences are recognized and built upon.
Why is this important? Making choices and having a voice can help the survivors to regain a sense of control and build their resilience.
Examples of how Onehope Refuge encourages empowerment, voice, and choice:
- Support survivors in shared decision-making and provide opportunities for survivors to make choices regarding their own recovery
- Treat all survivors as the expert on their situation
- Check in regularly to ensure the survivors are feeling supported and heard
Examples of how you as a volunteer can encourage empowerment, voice, and choice:
- Avoid speaking or making decisions on behalf of the survivors - whenever possible, get their input on something that impacts them
- Point out when you notice the strengths of a survivor. Examples: "That painting is beautiful!" or "You did a great job communicating with your child just now, it's clear that you really love them!"
Note on how to interact with survivors
Be aware that decision fatigue can also occur! As many survivors have not been able to make decisions for themselves in the past, the sudden opportunity to do so can be overwhelming. Do not pressure a survivor to make a decision if she does not want to/feel ready to.
The goal is to facilitate recovery, not to control recovery
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
6. Cultural, Historical, & Gender Issues
Examples of how Onehope Refuge addresses cultural, historical, and gender issues:
- Incorporate policies and processes that are responsive to racial-, cultural-, and gender-specific needs of the survivors
- Recognize historical trauma that the survivors have experienced and seek to address it
Examples of how you as a volunteer can address cultural, historical, and gender issues:
- If the survivor wants to share about her culture, listen respectfully
- Check biases at the door - try not to make assumptions about the survivors due to their gender, race, age, or even their identification as a survivor of sex trafficking. Treat them each as the unique individual they are!
Be aware of and move past stereotypes and biases based on race, ethnicity, sexual orientation, age, religion, gender, etc.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
Dos and Don'ts of Interacting with Survivors
Do
Don't
Talk to the survivor about appropriate topics
Ask the survivor about what happened to them
Do
Don't
Respect their personal space
Initiate physical touch (hugs, hand holding, etc.)
Do
Don't
Point out strengths you observe in the survivor
Point out shortcomings you observe in the survivor
Do
Don't
Show through your actions that you can be trusted
Tell the survivor to trust you
Do
Don't
Give the survivor the opportunity to make choices
Pressure the survivor to make a choice they aren't ready for
Do
Don't
Follow through on commitments you make
Show up without being scheduled to do so
Dos and Don'ts of Interacting with Survivors
Do
Don't
Ring the doorbell when you arrive at the safehouse
Walk in unannounced
Do
Don't
Leave your cell phone in your car
Share yours or any phone numbers with the mentees
Do
Don't
Bring questions or concerns about staff or other mentees to the appropriate staff member.
Talk to mentees about staff or other mentees
These are just a few examples, if you have any questions about specific situations, please ask an OHR staff member!
Intent vs. Impact
Intent
Impact
Impact is what we achieve. It is the results of what we do or what we say - it is how our actions or words are perceived.
Intent is what we mean to do. It is the motivation or purpose of our actions or conversations.
vs.
Even if we have good intentions, our words and actions may have a harmful impact to the survivors and their children. So, it is important that we keep in mind both our intent and the potential impact of the things we say and do at all times.
Examples of Intent vs. Impact
It is common to experience instances where someone had good intentions but there was a harmful impact. Here are a few examples to highlight this phenomemon:
- Spilling hot coffee on someone. Your intent was good, as you were trying to be helpful and give them coffee; however, the impact was harm, as the coffee burned the individual.
- Offering unsolicited parenting advice. Your intent could be good, as you were trying to teach the parent a new, and potentially better way to approach an issue; however, the impact could be experienced as a judgmental, controlling, or rude.
- Sharing a personal story. Your intent could be good, as you were trying to be empathetic and relate to a struggle someone else has experienced; however, the impact could be experienced as triggering to the listener.
Ultimately, everything we do is in support of the women and children, so the impact of our words and actions always matters.
Responding to Unintentional Harm Caused
Remember: you cannot always be aware of how someone will experience/react to your words and actions. So, it is important that you are prepared to respond to unintentionally harmful impacts. This is about accountability and trustworthiness, not blame or punishment. You are not a bad person or bad volunteer if this happens. Instead, it is an opportunity for you to learn and grow as an advocate and supporter of the survivors and their children!
Lets take the example of providing unsolicited parenting advice and look at how someone can go about effectively communicating after causing unintentional harm:
- Attempt to understand the other person’s perception - "Can you explain to me why this upset you?"
- Acknowledge that the result of our action didn’t match the intent - "My intention was not to upset you, but I understand that it did."
- Take responsibility for the inadvertent consequence of our actions - "I understand that me providing unsolicited parenting advice made you feel like I'm judging you or that I think you're a bad mother."
- Offer a straightforward apology - "I apologize for providing unsolicited advice like that. I see now how that upset you and I will work to avoid doing that again."
Strategies for Avoiding Re-Traumatization
Be Mindful
Be Prepared to Adapt
Be Aware
Be Willing to Repair
Be prepared to adjust your words and behaviors to better support the survivors.
Be aware of potential unintended impacts of the interactions you have with a survivor.
Be mindful of what you say and do and how it may be received by the survivors.
If you make a mistake, be willing to take accountability, apologize, and work to repair the relationship.
Each individual is unique and has their own unique needs and triggers. As much as we would love to tell you one way to act that would be experienced as supportive by all survivors, that isn't reality. So, we ask that you remain flexible and open to adapting as needed to fit the needs of our survivors and their children.
Remember the difference between intent vs. impact. We believe you have pure intentions and a true desire to support these women and children, so we ask that you remain aware that despite this pure intent, your words and/or actions may lead to a negative impact at some point. By remaining aware of this possibility, you will be able to pay closer attention to the impact of your interactions.
Think about the potential consequences of things you say to the survivors. Be mindful of the fact that their past likely has many traumatic experiences, so avoid asking questions about their past in general. Instead, try to focus your conversations on the present or the future, and stick to positive concepts.
We're all human! You may say or do something that a survivor experiences as triggering or coercive. If that happens, we ask that you remain open to engaging in conversation about the incident, apologize to the survivor, and work to repair the relationship with the survivor. Onehope Refuge's staff is always happy to help support in this.
Adapted from Office for Victims of Crime, Training & Technical Assistance Center
Tips for Interacting with Traumatized Individuals
Practice supportive interaction techniques.
Do not force the survivor to talk about it.
Some people may wait years to speak about trauma.
Healing takes time and is unique to the individual.
Everyone heals differently and has their own ways of coping.
Respect multiple coping styles. This could include humor, venting, self-distraction, or other coping mechanisms.
Survivors who choose not to talk about trauma can be just as healthy as those who do. Remember - do not ask a survivor about their trauma!
Reasons might include fear of being labeled a victim or a past experience of being blamed.
Avoid saying that a trauma survivor should just "let it go" and move on.
Strive to be nonjudgmental. Point out the person's strengths. Try not to minimize. Allow for silence. Reflect the emotion being described ("It sounds like...", "No wonder you feel...""). Join in enjoyable activities to help establish a normal routine.
https://nnedv.org/spotlight_on/understanding-importance-trauma-informed-care/
Section 3 Knowledge Check 1/5
Incorrect, please try again!
Guilt
Idealization of the perpetrator
Which of the following can be a symptom of trauma?
Self-destructive behavior
All of the above
Section 3 Knowledge Check 2/5
Incorrect, please try again!
Flight
Failure
Which of the following is NOT a trauma response?
Fawn
Section 3 Knowledge Check 3/5
Incorrect, please try again!
Tell them everything they need to do and when to do it.
Collaborate with them to figure out their strengths, goals, and desires.
Which of the following is an appropriate way to interact with a survivor?
Ask them a lot of questions about their traumatic experiences.
Section 3 Knowledge Check 4/5
Incorrect, please try again!
True
True or False: All sex trafficking survivors have the same experience and effects of trauma.
False
Section 3 Knowledge Check 5/5
Incorrect, please try again!
Sheltering
Safety
Which of the following is NOT a key principle of trauma-informed care?
Empowerment, Voice, & Choice
What's Next?
Click here to open in new window and then download
Please download this Certificate of Completion, add your name on the award line, and return it to volunteer@onehoperefuge.org so we can document your completion of this training. If you are unable to download the certificate, send us an email asking for the certificate and we can send you a copy. Once you confirm to Onehope Refuge that you have completed this training, we will schedule an in-person onboarding session for you to attend. Then you will be ready to start volunteering!
Congratulations! You have completed the Onehope Refuge volunteer online training. We are so excited to get you started as a volunteer!
CR Volunteer Training 2026
Onehope Intern
Created on March 11, 2026
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Transcript
OneHope Refuge Volunteer Training
START
How to Navigate This Presentation
To navigate between slides, you can use the buttons on the top of the screen, or you can use the arrows that show up on the right and left of the screen.
Show interactive content
Note that throughout the presentation there will be interactive features. When you come across an icon that looks like this please click on it to see the interactive feature in the lesson. You can also select the Show Interactive Content button in the top right to see whether there is any interactive content.
Great job!
Code of Conduct
Onehope Refuge is a faith-based organization and our Code of Conduct is rooted in our religious beliefs and values. All staff and volunteers are expected to conduct themselves in a manner consistent with Biblical standards, values, and character. The use of common sense, good ethical standards, and discretion shall guide all decisions. Please refer to the Christian Code of Conduct document received in your onboarding paperwork for a comprehensive review of conduct expectations.
Confidentiality Expectations
For the safety of all women, children, staff, and volunteers, all individuals who reside, work, or volunteer at Onehope Refuge are required to sign a confidentiality agreement.
Information that must remain confidential includes:
- The location of the safehouse.
- Any identifying information regarding the women and children who live here.
- Any personal information about any of the women and children, including their stories.
The following measures are taken to protect confidentiality and privacy:Duty to Report and Inform
All staff members and volunteers at Onehope Refuge are required to report any suspected abuse or neglect to the local Department of Social Services office and to inform their task supervisor.
Client Interaction Policy
All staff members and volunteers are expected to follow the below principles in all interactions with the women and children who reside at Onehope Refuge, regardless of the actions or behaviors of the woman and/or child:
*Please note that you will receive further training and information on trauma-informed care later in this training
Appearance and Attire
All staff and volunteers are expected to be clean, well-groomed, and aware of the way they present themselves.
We teach the women and children who reside here that dressing appropriately and comfortably is an early step towards increasing one's self-esteem and self-worth, so it is imperative that our staff and volunteers model this with their own appearance and attire. Anything that is revealing, inappropriate, or triggering for the women and children is not permitted. If an individual is dressed inappropriately, they will be asked to change and/or leave.
When getting dressed, please avoid the following:
Additional Policies
Smoking
Reporting Misconduct
Health & Safety
Onehope Refuge is committed to ensuring a safe and healthy space. All staff and volunteers must be able to identify and resolve potential safety hazards.
Onehope Refuge is a smoke-free property. To maintain a healthy environment, we kindly ask that all volunteers refrain from smoking anywhere on the premises.
All staff and volunteers are expected to report misconduct (examples: theft, violence, fraud, etc.), and there will be no retaliation against those who report misconduct.
Drugs and Alcohol
Fraternization
Personal Belongings
Personal and/or sexual relationships between residents and volunteers/staff members are expressly forbidden.
Individuals are responsible for their own personal belongings, such as cell phone and keys. Although we strive to maintain a safe home, Onehope Refuge is not responsible for any lost or stolen items.
Onehope Refuge is a drug- and alcohol-free property. In order to promote a safe environment, substances and related materials are not permitted.
Ground Rules Specific to Volunteers
In addition to following our Code of Conduct and general policies, there are a few rules that are specific to volunteers that you will be asked to follow:
Ground Rules Specific to Volunteers
In addition to following our Code of Conduct and general policies, there are a few rules that are specific to volunteers that you will be asked to follow:
7. Do not smoke on Onehope Refuge property. 8. Do not give yours or any other cell phone numbers to the mentees. 9. Do not bring your cell phone into the house. 10. Do not talk to a mentee about staff or other mentees. 11. Ring the door bell when you arrive to the safehouse. 12. Do not show up at Onehope Refuge property without being properly scheduled.
Knowledge Check 1/5
Incorrect, please try again!
False
True or False: All staff members and volunteers should report any suspicions of abuse or neglect.
True
Knowledge Check 2/5
Incorrect, please try again!
Reporting misconduct such as theft or violence
Personal or sexual relationships between residents and volunteers
Which of the following are prohibited at Onehope Refuge?
Using a trauma-informed perspective
Knowledge Check 3/5
Incorrect, please try again!
Jeans without holes
A shirt with a liquor brand logo
Which of the following is appropriate to wear when volunteering at Onehope Refuge?
A very short dress
Knowledge Check 4/5
Incorrect, please try again!
Treat others with respect
Keep identifying information about residents confidential
Which of the following is *not* expected of volunteers at Onehope Refuge?
Hide suspicions of abuse
Knowledge Check 5/5
Incorrect, please try again!
False
True or false: It is okay for you to tell your friends and family stories about the women and children at Onehope Refuge?
True
Trauma and How to support traumatized individuals
Objectives
01
Understand trauma and triggers
02
Understand the impact that trauma has on individuals
03
Understand what a strengths-based perspective is and what a trauma-informed care perspective is
04
Understand the basics of how to and how not to interact with survivors of sex trafficking
Defining Terms
Trauma
A pervasive problem that results from exposure to an incident or series of events that are emotionally disturbing or life-threatening with lasting adverse effects on the individual's functioning and mental, physical, social, emotional, and/or spiritual well-being.
Triggers
A psychological stimulus that prompts involuntary recall of a previous traumatic experience. These are based in personal perception and lead to a set of emotional, physiological, and behavioral responses in the pursuit of real and/or perceived safety.
https://www.traumainformedcare.chcs.org/what-is-trauma/
The Three E's of Trauma
Trauma can be understood through the following three "E" concepts:
Effects
Trauma has lasting adverse effects on the individual's physical, social, emotional, mental, and spiritual well-being.
Experience
Trauma can be experienced by an individual as physically or emotionally harmful or threatening.
Event
Trauma can be caused by a single event or by repeated events.
Note that trauma is an individual-specific experience. Everyone experiences trauma differently, even if they have the same event that caused it! Effects of trauma are based on personal perception and personal experience of the event.
Effects of Trauma
Cognitive
Emotional
Physical
May include chronic illnesses, hyperarousal, sleep disturbances, substance use disorders, etc.
May include guilt, idealization of the perpetrator, hallucinations, cognitive distortions, dissociation, skewed view of self and world, etc.
May include anger, irritability, depression, anxiety, emotional dysregulation, numbing, etc.
Behavioral
Social
Developmental
May impact development, negatively affecting critical neural growth and adverse brain development.
May lead to relationship issues, distrust and betrayal, difficulty developing attachments, etc.
May include reenactments, self-destructive behaviors, substance use, self-medication, avoidance, etc.
Office for Victims of Crime, Training & Technical Assistance Center
Trauma Responses
Freeze
Fight
Shut down to block out the threat.
Confront the threat.
Anger Rage Confrontation High Energy
Dissociation Numbness Shutdown Low Energy
Fawn
Flight
Appease the threat.
Run away from the threat.
People-pleasing Codependency Lack of boundaries
Anxiety Panic Avoidance High Energy
https://psychcentral.com/health/
Long-Term Effects of Trauma
Trauma can...
https://www.mentalhealth.org.uk/explore-mental-health/a-z-topics/trauma
So how do we best support individuals who have experienced trauma?
Two Guiding Perspectives
Onehope Refuge bases our organization, our processes, and our interactions with others on two key perspectives:
Strengths-Based Perspective
This is an approach that builds on an individual's personal strengths instead of focusing on weaknesses or deficits. It puts the strengths and resources of an individual at the center of the helping process.
It involves empowering clients to identify and apply their strengths to achieve their goals. These strengths may be held by the individual, their family, their environment, etc., but they are all an asset to the individual!
Individual Strengths
Opportunities for Growth
Family Strengths
What is wrong with this person?
From:
Environmental Strengths
A strengths-based perspective should underlie all interactions with the survivors and their children
Applying a Strengths-Based Perspective
Individual Strength Examples:
- Personal qualities - kind, resilient, empathetic, funny, loyal, courageous, etc.
- Knowledge and skills - leadership, computer literacy, reading, painting, etc.
- Passions and interests - art, dance, exercise, reading, gardening, cooking, etc.
Family Strength Examples:- Appreciation and affection
- Dedication to each other's wellbeing
- Positive communication
Environment Strength ExamplesHow to take a strengths-based perspective:
Types of strengths to consider:
What is wrong with this person?
From:
A strengths-based perspective should underlie all interactions with the survivors and their children
Trauma-Informed Care Perspective
Understands, considers, and recognizes the pervasive nature of trauma, and promotes environments of healing and recovery as opposed to practices and services that may inadvertently re-traumatize individuals.
Requires a shift in thinking:
To...
From...
What happened to this person?
What is wrong with this person?
What is wrong with this person?
From:
*Remember - this is a shift in thinking, we don't want to actually ask these questions.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
Trauma-Informed Care
Please watch this short video on the importance of using trauma-informed care. Note that additional videos will pop up at the end of the video. You do not need to watch these, but you can navigate to YouTube and watch additional videos on Trauma-Informed Care if you would like to!
Why Practice Trauma-Informed Care?
A trauma-informed perspective can...
https://www.aquilarecovery.com/blog/benefits-of-trauma-informed-care/
Four R's of Trauma-Informed Care
Resist re-traumatization by actively shaping the survivor's environments to avoid triggers and protect the survivor from further trauma,.
Resist Re-traumatization
Respond in a compassionate and respectful way by making adjustments to the survivor's environment and safety.
Respond
Recognize the symptoms of trauma and how it manifests in how an indivdual acts and engages.
Recognize
Somos seres visuales
Realize the widespread impact of trauma and understand how it impacts the emotional, social, behavioral, cognitive, physical, and mental health of individuals.
Realize
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
Key Principles of Trauma-Informed Care
4. Collaboration
2. Trustworthiness and Transparency
6. Cultural, Historical, and Gender Issues
3. Peer Support
5. Empowerment, Voice, and Choice
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
1. Safety
Providing a physically safe setting and encouraging safe interpersonal interactions.
Examples of how Onehope Refuge encourages safety:
- We provide a safe home with appropriate security measures
- We monitor who is coming and going from the property
- We keep all personal information regarding the survivors and children locked, safe, and confidential
Examples of how you as a volunteer can encourage safety:SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
2. Trustworthiness & Transparency
Operations and interpersonal interactions are conducted with transparency with the goal of building and maintaining trust.
Note on how to interact with survivors
Don't tell them "You can trust me". Instead, show them with your actions that they can trust you. As survivors often have a history of being lied to and manipulated, it can be difficult for them to know who they can trust. Understand that their trust may not come quickly or easily.
Examples of how Onehope Refuge encourages trustworthiness:
- Listen actively to the needs of the survivors and children in our care and work to address them
- Clearly communicate our processes and procedures to ensure there are not surprises regarding expectations
- Admit when we are wrong about something and make amends
Examples of how you as a volunteer can encourage trustworthiness:Why is this important? Survivors need to know that the individuals seeking to help them are trustworthy in order to effectively engage.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
3. Peer Support
Peer support involves creating opportunities for survivors to interact with others who have experienced trauma so that they can seek mutual support from one another.
Note on how to interact with survivors
This type of interaction focuses on shared experiences with trauma. As a volunteer, we ask that you do not share your personal traumas with the survivors, as the space is intended to be a healing environment for them.
It is all about valuing lived expertise and working together to promote healing!
Examples of how Onehope Refuge encourages peer support:
- Provide a collective space for survivors to heal together
- Provide opportunities for survivors at Onehope Refuge to engage with other survivors at partner organizations
Examples of how you as a volunteer can encourage peer support:SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
4. Collaboration
Examples of how Onehope Refuge encourages collaboration:
- Include the desires and goals of survivors in case management and individual support planning
- Work together with the survivors on maintaining the home
Examples of how you as a volunteer can encourage collaboration:Staff, volunteers, and survivors have shared goals and level out power differences. All individuals act with mutual respect for one another.
Why is this important? A common lasting effect of trafficking is feelings of powerlessness and discomfort with authority. Collaboration helps create a safe and healing environment where the survivors can feel heard and supported in their own recovery.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
5. Empowerment, Voice, & Choice
Provide opportunities for the survivors to exercise choice and speak for themselves, and ensure that the survivor's strengths and experiences are recognized and built upon.
Why is this important? Making choices and having a voice can help the survivors to regain a sense of control and build their resilience.
Examples of how Onehope Refuge encourages empowerment, voice, and choice:
- Support survivors in shared decision-making and provide opportunities for survivors to make choices regarding their own recovery
- Treat all survivors as the expert on their situation
- Check in regularly to ensure the survivors are feeling supported and heard
Examples of how you as a volunteer can encourage empowerment, voice, and choice:Note on how to interact with survivors
Be aware that decision fatigue can also occur! As many survivors have not been able to make decisions for themselves in the past, the sudden opportunity to do so can be overwhelming. Do not pressure a survivor to make a decision if she does not want to/feel ready to.
The goal is to facilitate recovery, not to control recovery
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
6. Cultural, Historical, & Gender Issues
Examples of how Onehope Refuge addresses cultural, historical, and gender issues:
- Incorporate policies and processes that are responsive to racial-, cultural-, and gender-specific needs of the survivors
- Recognize historical trauma that the survivors have experienced and seek to address it
Examples of how you as a volunteer can address cultural, historical, and gender issues:Be aware of and move past stereotypes and biases based on race, ethnicity, sexual orientation, age, religion, gender, etc.
SAMHSA’s Concept of Trauma and Guidance for a Trauma-Informed Approach
Dos and Don'ts of Interacting with Survivors
Do
Don't
Talk to the survivor about appropriate topics
Ask the survivor about what happened to them
Do
Don't
Respect their personal space
Initiate physical touch (hugs, hand holding, etc.)
Do
Don't
Point out strengths you observe in the survivor
Point out shortcomings you observe in the survivor
Do
Don't
Show through your actions that you can be trusted
Tell the survivor to trust you
Do
Don't
Give the survivor the opportunity to make choices
Pressure the survivor to make a choice they aren't ready for
Do
Don't
Follow through on commitments you make
Show up without being scheduled to do so
Dos and Don'ts of Interacting with Survivors
Do
Don't
Ring the doorbell when you arrive at the safehouse
Walk in unannounced
Do
Don't
Leave your cell phone in your car
Share yours or any phone numbers with the mentees
Do
Don't
Bring questions or concerns about staff or other mentees to the appropriate staff member.
Talk to mentees about staff or other mentees
These are just a few examples, if you have any questions about specific situations, please ask an OHR staff member!
Intent vs. Impact
Intent
Impact
Impact is what we achieve. It is the results of what we do or what we say - it is how our actions or words are perceived.
Intent is what we mean to do. It is the motivation or purpose of our actions or conversations.
vs.
Even if we have good intentions, our words and actions may have a harmful impact to the survivors and their children. So, it is important that we keep in mind both our intent and the potential impact of the things we say and do at all times.
Examples of Intent vs. Impact
It is common to experience instances where someone had good intentions but there was a harmful impact. Here are a few examples to highlight this phenomemon:
Ultimately, everything we do is in support of the women and children, so the impact of our words and actions always matters.
Responding to Unintentional Harm Caused
Remember: you cannot always be aware of how someone will experience/react to your words and actions. So, it is important that you are prepared to respond to unintentionally harmful impacts. This is about accountability and trustworthiness, not blame or punishment. You are not a bad person or bad volunteer if this happens. Instead, it is an opportunity for you to learn and grow as an advocate and supporter of the survivors and their children!
Lets take the example of providing unsolicited parenting advice and look at how someone can go about effectively communicating after causing unintentional harm:
Strategies for Avoiding Re-Traumatization
Be Mindful
Be Prepared to Adapt
Be Aware
Be Willing to Repair
Be prepared to adjust your words and behaviors to better support the survivors.
Be aware of potential unintended impacts of the interactions you have with a survivor.
Be mindful of what you say and do and how it may be received by the survivors.
If you make a mistake, be willing to take accountability, apologize, and work to repair the relationship.
Each individual is unique and has their own unique needs and triggers. As much as we would love to tell you one way to act that would be experienced as supportive by all survivors, that isn't reality. So, we ask that you remain flexible and open to adapting as needed to fit the needs of our survivors and their children.
Remember the difference between intent vs. impact. We believe you have pure intentions and a true desire to support these women and children, so we ask that you remain aware that despite this pure intent, your words and/or actions may lead to a negative impact at some point. By remaining aware of this possibility, you will be able to pay closer attention to the impact of your interactions.
Think about the potential consequences of things you say to the survivors. Be mindful of the fact that their past likely has many traumatic experiences, so avoid asking questions about their past in general. Instead, try to focus your conversations on the present or the future, and stick to positive concepts.
We're all human! You may say or do something that a survivor experiences as triggering or coercive. If that happens, we ask that you remain open to engaging in conversation about the incident, apologize to the survivor, and work to repair the relationship with the survivor. Onehope Refuge's staff is always happy to help support in this.
Adapted from Office for Victims of Crime, Training & Technical Assistance Center
Tips for Interacting with Traumatized Individuals
Practice supportive interaction techniques.
Do not force the survivor to talk about it.
Some people may wait years to speak about trauma.
Healing takes time and is unique to the individual.
Everyone heals differently and has their own ways of coping.
Respect multiple coping styles. This could include humor, venting, self-distraction, or other coping mechanisms.
Survivors who choose not to talk about trauma can be just as healthy as those who do. Remember - do not ask a survivor about their trauma!
Reasons might include fear of being labeled a victim or a past experience of being blamed.
Avoid saying that a trauma survivor should just "let it go" and move on.
Strive to be nonjudgmental. Point out the person's strengths. Try not to minimize. Allow for silence. Reflect the emotion being described ("It sounds like...", "No wonder you feel...""). Join in enjoyable activities to help establish a normal routine.
https://nnedv.org/spotlight_on/understanding-importance-trauma-informed-care/
Section 3 Knowledge Check 1/5
Incorrect, please try again!
Guilt
Idealization of the perpetrator
Which of the following can be a symptom of trauma?
Self-destructive behavior
All of the above
Section 3 Knowledge Check 2/5
Incorrect, please try again!
Flight
Failure
Which of the following is NOT a trauma response?
Fawn
Section 3 Knowledge Check 3/5
Incorrect, please try again!
Tell them everything they need to do and when to do it.
Collaborate with them to figure out their strengths, goals, and desires.
Which of the following is an appropriate way to interact with a survivor?
Ask them a lot of questions about their traumatic experiences.
Section 3 Knowledge Check 4/5
Incorrect, please try again!
True
True or False: All sex trafficking survivors have the same experience and effects of trauma.
False
Section 3 Knowledge Check 5/5
Incorrect, please try again!
Sheltering
Safety
Which of the following is NOT a key principle of trauma-informed care?
Empowerment, Voice, & Choice
What's Next?
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Please download this Certificate of Completion, add your name on the award line, and return it to volunteer@onehoperefuge.org so we can document your completion of this training. If you are unable to download the certificate, send us an email asking for the certificate and we can send you a copy. Once you confirm to Onehope Refuge that you have completed this training, we will schedule an in-person onboarding session for you to attend. Then you will be ready to start volunteering!
Congratulations! You have completed the Onehope Refuge volunteer online training. We are so excited to get you started as a volunteer!