If you are someone that can help

Wheter you are a friend, family, a volunteer, or work for an organisation or authority, these are some tips when you speak to flooded people:

• Uninterrupted listening - is the person upset, tense, or angry, this is not directed at you, it is just their frustration
• Validate people's feelings
• Put yourself in their shoes 
• Try and identify what their issues are, take notes, and process the information you received
• Don’t just signpost – tell people why you are suggesting alternative contacts or places for getting help
• Make sure you follow up and that the person is contacted back if this was agreed
• If you pretend to help but never contact people back, they will feel even more lost and frustrated