Methods and forms of psychological support for members of the SMO and their families in the "112 Emergency сall service"

The Psychological Support Department of the "112 Emergency call service" has been operating for more than eight years. The key feature of his activity is to provide emergency psychological assistance exclusively in a remote format.

Since the beginning of 2026, the department's psychologists have conducted about 1,600 psychological consultations for citizens who have applied, as a result of which more than 190 incident cards have been sent to emergency services, which confirms the high demand and effectiveness of rapid response. In their work with the participants of the SMO and their family members, the department's specialists rely on a deep understanding of the clinical symptoms of post-traumatic stress disorders characteristic of combat veterans.

In telephone counseling, psychologists use a wide range of methods adapted to work without visual contact. The basic method is rational psychocorrection, which is based on a logical and accessible interpretation of the nature and causes of traumatic stress. In case of acute stress reactions, when the subscriber is in a state of panic, fear or confusion, crisis psychological assistance using grounding techniques is used. Specialists also train subscribers in self-regulation skills.

 A special place in working with war veterans who are injured and experiencing chronic pain is occupied by specialized psychocorrective techniques, which the psychologist explains in detail over the phone for self-application. 

To deal with nightmares, which are one of the most common problems among veterans and lead to chronic sleep deprivation and nervous exhaustion, techniques aimed at recognizing and transforming the traumatic content of dreams are used. When receiving calls with suicidal thoughts and intentions, specialists use algorithmic assistance based on clear protocols for risk assessment and keeping a person in contact until emergency services arrive. 

Psychologists inform subscribers about the existing forms of support in the republic, based on information provided by relevant departments. Psychological support for the participants of the SMO and their families is a complex, multifaceted task that requires highly qualified specialists, empathy and knowledge of a wide range of modern techniques. Only by joining forces and applying various forms of work can we help our heroes and their loved ones return to a full, harmonious life.