EDR and VT! Woo!

At work we are developing a small course on emotional responses to disasters for our casualty and catastrophe teams. We lovingly call it Emotional Disaster Response. It has to do with how to talk to Insureds who have just been affected by a catastrophe (house burning down, severe car wreck with major trauma or a fatality, etc.) and help them to focus on their insurance claim and getting their lives back together. I've been reading through a lot of papers on vicarious trauma looking for tools that our claims adjusters can use to prevent themselves from becoming too emotionally overwhelmed by what they see and hear when working with these Insureds. Fascinating stuff if you're into psychology, which I am not.