Introducing the Integrated Care Condolence Team (ICCT) for the American Red Cross Minnesota and Dakotas Region, a collective that embodies the organization’s mission to prevent and alleviate human suffering in emergencies by mobilizing the power of volunteers and the generosity of donors.
Tonya Peterson, the Regional Recovery Manager, leads the ICCT for the region. This dedicated team supports families who have lost loved ones due to disasters. Reflecting on her experience, Tonya shares, “It is rewarding when we can help families going through challenging situations. These are some extremely difficult and stressful times.”
Approximately 70 volunteers are trained to perform the specialty services integrated care condolence provides. These volunteers have met qualifications to serve in health services, mental health services, spiritual care services, or casework and undergo further training to participate in the ICCT. When an ICCT is needed, volunteers from each of these services are requested by the coordinator. Each team consists of individuals from the four service lines, and efforts are made to involve local volunteers from the disaster area so that families can meet some of the team members in person.
Disaster Health Services includes licensed health professionals such as nurses, MDs and DOs, PAs, EMTs, and paramedics. Disaster Mental Health encompasses licensed mental health professionals like counselors, psychologists, psychiatrists, and social workers. Recovery caseworkers have extensive experience and provide resources and guide clients through the recovery process.
To break things down further: the Disaster Health Services team is composed of registered nurses, licensed practical nurses, EMTs, medical doctors, physician assistants, and nurse practitioners. The Disaster Mental Health team includes licensed mental health professionals, school psychologists, counselors, and retired professionals. The Disaster Spiritual Care team comprises board-certified/professional chaplains and local faith leaders. Experienced caseworkers help families navigate recovery while coping with the death of a loved one. Volunteers trained in their respective lines of service also receive additional training to handle these sensitive cases.
Highlighting a team member, Bruce Norgaard, an ICCT team member and spiritual care provider, explains his role:
“I am both the Regional Spiritual Care Team lead for the Minnesota and Dakotas Region and the North Central Division Advisor for Spiritual Care. I respond with the ICCT team both regionally and during national disaster responses. One memorable local response was for a family fire where one parent died, and the other was hospitalized. The fire, caused by one of the children involved with meth, also damaged four adjacent units. Providing comfort for the surviving parent as they began their recovery and connecting them with their local faith community was both fulfilling and satisfying.”
On a national level, Bruce recounts, “One memorable interaction was with our team consisting of a mental health care provider and myself. We worked with a survivor who had isolated themselves in their room for days, not even coming out for meals. As a team, we convinced them to come out, get a meal, and receive healthcare for wounds suffered while their spouse was pulled through a window during a tornado. The survivor then opened up to our mental health counselor, who discovered a faith background. This allowed me, as a spiritual care provider, to help them work through issues of self-blame and lack of self-worth. We prayed using their faith traditions, and the ensuing hugs and clinging grasps provided comfort for both of us.”
Katie Gilmore, a volunteer, serves as the regional ICCT coordinator. Her role involves reaching out to volunteers with specific specialties to create teams that assist families. For instance, if a fire occurs in northern Minnesota, she recruits volunteers from that area; if it happens in western North Dakota, she seeks volunteers there. Katie also organizes virtual team meetings to discuss needs and coordinate efforts. Tonya attends these meetings when available. During these discussions, the team identifies which services are necessary for each family. Additionally, the meetings determine support in cases with fatalities. Regional leads in the three specialty areas and casework areas support Katie in finding suitable volunteers.
Tonya and Katie are notified when a disaster-related fatality occurs. They gather information, such as whether the Red Cross responded to the scene. If not, they obtain the identity of the deceased and names of next of kin, generally through law enforcement. If the family wishes to receive Red Cross services, a member of the mental health services initially contacts them. This mental health person remains on the newly formed ICCT and provides an initial assessment to the other team members. If the Red Cross responded to the scene, all information is obtained by those on-site. Tonya and Katie are informed, and a new ICCT is formed.
Volunteering for this team requires more than professional training; compassion plays a large role. The compassion and care that Red Cross volunteers are known for is part of their mission to alleviate human suffering. For example, a client may be assigned a caseworker who provides community resources, financial assistance, and more. If a death occurred in the fire, a caseworker with ICCT training will be assigned to the team. All needed services, including health, mental health, and spiritual care, will be provided by the ICCT. If the death is confirmed to be disaster-related, the mental health or health service team member can provide fatality assistance of $1,000 for each person who perished in the disaster. Most local cases are closed in 30 days, but those involving a death may remain open much longer to meet the client’s needs.
Since January 1, 2024, there have been multiple fire cases in St. Paul, surpassing the total number of cases in 2023. One such case involved the loss of four children. The ICCT supported this family every step of the way. The volunteers were invited by the family to a gathering before one of the memorial services. At the family’s request, the Red Cross provided food and beverages for the gathering to support those in attendance.
The Integrated Care and Condolence Team leads with humility and dedication. We deeply appreciate each member of this special Red Cross team, who provides invaluable support to the communities they serve. Thank you to all ICCT team members!
Story by Lisa and Andrea,
Minnesota and Dakotas Red Cross Region Volunteers
American Red Cross Minnesota and Dakotas Region 