[KYHAM] KEN Training for March 31: Operational Stress

[Ron Dodson]

Operational Stress - An Educational Experience
Pat Spencer, KD4PWL

	In February of 2003, Lexington, KY faced a severe ice
storm.  For 8 days, amateur radio operators worked to help
the local government with communications to the electric
utility, shelters, and other locations.  Because of the
level of the disaster, available manpower was slim, and the
brunt of the operation fell on the shoulders of a few. 
Please accept the following lessons learned from that
incident that may help you cope with the unique
circumstances that will confront you in a disaster
operation.
One of the keys to successfully responding to a disaster is
the management of operational stress.  The lower you can
keep your stress level, the better you can handle the rigors
of working in a disaster and respond to changing
conditions.  Let's look at five ways to reduce operational
stress.  Understanding the concepts of "Home and family
first," preparing for the response, having understanding,
having patience, and knowing your limits will serve you
well.

"Home and family first," has always applied to all types of
disaster response personnel.  There are two reasons for
this.  First and foremost persons whose human needs who are
not met are part of the disaster.  Secondly, if you do not
know your family is safe, you will most likely become a
liability to the operation.  Your concern is with them, and
your energies are targeted towards trying to secure their
needs and not your task.  Mistakes made during emergencies
can adversely affect a large number of people. Never feel
shame if you need to take time and secure the needs of your
family.  Let your amateur radio coordinator know, and if you
can secure their safety, offer your assistance later in the
crisis.  Relief operators are as important as first response
operators.  Coming out later and relieving someone who has
been there for too many hours will make you a Godsend.

Another important way to prevent operational stress is to
prepare for your response, and do so intelligently.  Let's
stray from the concept of the good idea of ready kits
slightly, and accept the reality that many do not keep a
stocked ready kit, and everyone's needs and the needs of
every operation is different.  Let's prepare you for your
response.  The first thing you need to do is ask questions. 
Find out where you will be, what facilities exist at that
location, and what you will be doing.  That will be the
first step in understanding what you need.  If the location
has facilities that will take care of your human needs, you
will not need to take food and water.  This is no guarantee,
however, that the status of that facility will not change. 
Take what you need, and in your judgment is "needed extra." 
Packing 200 pounds of equipment around is stressful. 
Remember your human needs first, then move onto equipment.
Never shortchange yourself, and understand what you need to
do, and what to take.

Understanding has three themes within it.  First of which is
understand what your role is.  Unless you are an initial
responder, you can usually observe the person you are
replacing for a short time, ask questions and understand
what you are doing.  If you are the first responder being
relieved by someone, please consider their inexperience at
the task, and give the benefit of yours.  Taking 10 minutes
to do this will lower the stress level of both parties.  The
person relieving you will understand the task, and you will
be confident that the important job you have been doing will
continue being performed well.
Understanding also extends to knowing you are part of a team
that is assigned to accomplish something.  Understand that
the person or facility you are performing communications
duties for has a defined role and responsibilities. 
Especially understand that if you are working with
government officials, that they have a legal responsibility
to accomplish the goal of restoring the infrastructure of
the area to as normal as possible.  Whether it is a
government official, a shelter manager or whoever is in
charge of the facility you are at respond to and respect
their responsibilities and authority.  Do not hesitate to be
a team member, and help educate them about the methods, and
abilities, and restrictions of amateur radio.  Helping them
understand your job and you understanding theirs will reduce
the level of stress on both sides.
If you can do a little something extra to help them, do so. 
However, do not let them assign you major tasks that will
take you away from your communications duties.  Use your
judgment when saying yes or no to special requests.  If the
task will take only a moment, but help a good deal, by all
means help if you are not busy on the radio.  Your doing a
little extra will pay dividends to you when you need help or
understanding.  Again, reducing your stress.

Another understanding to have is that disasters are
high-stress environments.  We as individuals react in
different ways to these environments.  Understand that even
people you have known all their lives may act in ways that
are not characteristic with their personalities.  There will
be reactions you don't expect, negative reactions, and
downright surprising circumstances.  Keep these in
perspective, and navigate them carefully.  99.9% of the time
it is nothing personal, it is a person responding to
stress.  Keep your focus on your task, and respond
accordingly.  

Most of all, understand the needs of the community you
serving.  Sometimes, you may have to answer a phone call
from, or interact directly with a citizen who is in distress
and needs help, or just wants to "vent."  Keep your cool,
and using your firm grasp of your role with the agency you
are working with, offer what assistance you can to that
person.  Relate to them on a personal level, and if you have
something in common with them use that to build a bridge. 
Remember the person on the other end is someone that you are
serving as a representative of the facility you are working
with.  Sometimes just letting them tell you their problems,
and relating your understanding to them will help them more
than you would expect.  People who are part of a disaster,
including you can become frustrated with the lack of
normality without knowledge they may be acting in a not so
normal fashion.  

Patience is a virtue, but even more so in a disaster. 
Remember that disasters are situation where nothing works as
it normally would.  Be patient when trying to complete a
task, and it takes longer than normal for whatever reason. 
Many things will not work, routine methods may not apply, or
some things may simply not be available.  Consider your task
as something for you to complete to the best of your
ability, but some things may not be possible.  If you are
unable to complete an assignment after giving your 100%
effort, explain that to the person that gave it to you, and
the reason it is not possible.
Patience also includes understanding.  If you are a
coordinator of the operation, understand that volunteers
need relief, and have their own particular problems to solve
at home.  From the volunteer viewpoint, understand that
coordinators are working as hard as they can to find a warm
body to take the place of yours.  Sometimes it is very
difficult.  Please don't abandon your post unless it is
absolutely necessary and always inform the manager at the
site, and the amateur radio coordinator if you must do so.

One of the most forgotten concepts of avoiding operational
stress is a result of the adrenalin, and sense of urgency. 
"Know your limits," and keep them in mind when you are
working.  As stated earlier, disasters are stressful
environments.  Know that you may encounter things you would
not have expected in your wildest imagination.  A healthy
dose of common sense, and perspective will help you react
to, and navigate these circumstances.  Very important to
knowing your limits is pacing yourself.  Common sense or the
manager of the facility will dictate what is important. 
Accomplish your tasks as effectively as possible with regard
to priority, and conserve your energy if possible.  Sure,
some operating positions are slower than others, but long
hours of work can have its own consequence on you if you
don't work steadily and smartly.  Keep in mind that mistakes
at this level can affect others, and ask to be relieved if
you are beyond your limits.
Also observe your psychological limits.  Remember all the
strange things you see in a disaster?  Deal with them with
common sense, and don't be afraid to discuss them with those
who may be able to help you better understand them.  Also
realize that working in such a situation can affect you in
ways you never expected.  Listen to the input of others if
they are expressing that you take a break, and watch out for
those around you who may be having difficulty dealing with
the situation.  Reach out to them, or request the manager of
your facility do so 
Common sense and training is your best tool in working any
disaster.

Lastly, "Home and Family First."  Remember that your family
is going through this disaster as well, and they are
supporting your efforts.  Recognize that they may need you
home and awake during your relief periods in a protracted
operation.  Initiate that contact yourself.  Don't wait
until they express it.  Know your family's limits, and
prevent them from reaching that limit.