By Ray Lapine, Northwest Region

“I've got this rule that I tell everybody: Treat people right.”

That's John Jonckers talking about the most tragic situations the American Red Cross responds to. No matter what happens, if there is a need, the Red Cross will be there to help families pick up the pieces, and that includes supporting the family of someone who has died in a home fire.

John is the Disaster Health Services Regional Program lead for the Northwest Region. That means he helps provide support to families when someone unfortunately dies in a fire. Most often in the form of mental health counseling, spiritual care, and sometimes financial assistance to help with immediate needs. Jonckers uses his more than thirty years’ experience as a paramedic and nurse to bring empathy and understanding to each unique situation.

“People are not going to say anything to you for trying to do the right thing. They will say something to you if you don't do anything,” said Jonckers.

The team that steps up during these hard moments is called the Integrated Care and Condolence Team (ICCT). Many are like Jonckers and spend their professional lives in health care, mental health or providing pastoral counseling. Beyond having those credentials, team members are specialized in Red Cross training for their role.

Team members meet families where they are and will only get involved if the family says it would like Red Cross help. The team provides emotional and spiritual support with an emphasis on each family member’s need.

That support is structured by Red Cross guidelines the team will follow. For example, while there may be four members of a team assigned to an incident, not all will meet with the family. The Red Cross does not want to have family members overwhelmed by having to deal with questions from four people all at once.

One of the hard and fast rules for ICCT teams is - they must not be the first ones to tell a family someone they love has died. That notification relies on a fire department or law enforcement agency. “It's too hard on us. It's too hard on anyone,” said Jonckers.

This work embodies the Red Cross mission to alleviate human suffering in times of crisis.  It's a process that deeply impacts our volunteers. Jonckers goes back to his number one rule. “Treat people right.”