How can you provide peer support to customers experiencing domestic violence?

1 Listen empathically

One of the most important skills you can use to provide peer support is active listening. This means paying attention to what the customer is saying, reflecting back their feelings and needs, and validating their experiences. Avoid interrupting, judging, or giving advice unless they ask for it. Listening empathically can help the customer feel heard, understood, and respected.

2 Respect their choices

Another key aspect of peer support is respecting the customer's choices and autonomy. Remember that they are the experts of their own lives and know what is best for them. Do not pressure them to do something they are not ready or willing to do, such as leaving their partner, reporting the abuse, or seeking professional help. Instead, offer them information and resources that they can access if they want to, and support them in making their own decisions.

3 Maintain confidentiality

A third skill you need to provide peer support is maintaining confidentiality. This means protecting the customer's privacy and personal information, and not sharing it with anyone else without their consent. Confidentiality is essential for building trust and safety with the customer, and for respecting their rights and dignity. Be aware of the limits of confidentiality, such as when there is a risk of harm to the customer or others, and inform the customer about them.

4 Set boundaries

A fourth skill you need to provide peer support is setting boundaries. This means being clear about your role, responsibilities, and limitations as a customer service representative, and not taking on more than you can handle. Boundaries can help you avoid burnout, stress, and compassion fatigue, and also protect the customer from becoming dependent on you or expecting more than you can offer. Communicate your boundaries respectfully and assertively, and refer the customer to other sources of support if needed.

6 Learn and improve

A sixth skill you need to provide peer support is learning and improving. This means seeking feedback, training, and guidance on how to provide effective and ethical peer support to customers experiencing domestic violence. Learning and improving can help you enhance your knowledge, skills, and confidence, and also identify and address any gaps or challenges in your practice. You can learn and improve by participating in workshops, webinars, courses, or mentoring programs on peer support and domestic violence, and by keeping up to date with the latest research and best practices.