On 30 May and 2 June, the Polaris Programme “Supporting Multilevel Governance in Ukraine” organised a two-day online training titled “Ethics of Interaction and Communication with Veterans in the Provision of Administrative Services at ASCs”. The training gathered 30 participants – staff members of Administrative Services Centres (ASCs) and local self-government bodies from various communities across Ukraine. The trainer was Kateryna Timakina, a mental health specialist, psychotherapist, and trainer at Veteran Hub.
The aim of the training was to strengthen stress resilience, introduce trauma-informed and ethical communication skills, improve understanding of the psychological state of clients affected by the war, and provide guidance on offering psychological first aid when delivering administrative services.
Two Days – Deep Dive into Crucial Topics
The training programme covered two sessions of two hours each. Participants explored the socio-demographic portrait of veterans of the Russian-Ukrainian war, common myths and stereotypes, key needs of former service members, and the different stages of their journey from military service to reintegration into civilian life.
Particular attention was paid to the mental health of Ukrainians during wartime – including the challenges, changes, and the growing need for support. The trainer presented practical self-regulation models (such as the “Traffic Light” model and Polyvagal Theory) and detailed response algorithms for acute stress reactions – from panic and flashbacks to shutdowns.
Practical Tools and Open Discussion
Both sessions included hands-on exercises focused on self-care, active listening, and “containering” of emotional client experiences. A dedicated block was devoted to principles of ethical interaction – including respect, autonomy, informed consent, transparency, hospitality, and clear understanding of professional boundaries.
A Meaningful Step Towards More Sensitive Services
Overall impressions of the training were very positive. Participants noted the relevance of the topics, the value of practical tools, and the inspiring delivery by Kateryna Timakina. The webinar marked an important step toward more sensitive and human-centred administrative services, especially in front offices where veterans and their families are often among the clients.
The Polaris Programme will continue supporting capacity-building activities for professionals who work daily with people affected by war. Knowledge, empathy and attentiveness are essential to building trust in communication with those who have been to the frontline.
