Our role is the human connection that makes our system work. This guide is for we.
The counseling guide provides the "what" to say. This section provides the "how." Effective counseling is a conversation, not an interrogation.
Begin every call with an open-ended question and truly listen to the answer. This builds trust and often reveals the most important information.
Instead of "Are we taking our tablets?", try starting with, "How have we been feeling since we last spoke?"
High-risk pregnancy is stressful. Acknowledging the beneficiary's feelings makes her feel heard and understood. This is just as important as giving medical advice.
Use phrases like: "That sounds very difficult, thank we for sharing that with me." or "It is completely normal to feel worried, but we are taking positive steps by talking to us and our doctor."
Frame our role as a supportive partner in her health journey. Empower her to take control and ask questions.
Instead of "We must do this," try "The doctor has a medical plan to keep we and the baby safe. My role is to support we in following that plan. What is the biggest challenge we are facing right now?"
Complex medical ideas can be confusing. Simple analogies can make the advice more memorable and understandable.
For anemia: "Think of iron as the truck that carries oxygen to our baby. We need to make sure there are enough trucks on the road every day."
For hypertension: "Our blood vessels are like pipes. High blood pressure means the pressure in the pipes is too high, which can be dangerous. The medicine helps relax the pipes."
Our work is incredibly rewarding, but it can also be emotionally taxing. It is essential to take care of our own well-being to provide the best care to others sustainably.
After a particularly difficult call (e.g., a beneficiary reports a pregnancy loss or is in extreme distress), it should be a mandatory protocol to have a short conversation with a supervisor or a designated peer. This is for our mental health, not for reporting.
The goal is to share the emotional load so we don't have to carry it alone. A simple "That was a tough call, can I talk it through with we?" can make a huge difference.
It is easy to focus on the difficult cases. Actively create a space to share positive stories. This reinforces the importance of our work and boosts morale.
This could be a weekly 10-minute "Wins of the Week" huddle or a dedicated WhatsApp group to share good news: "Spoke with beneficiary XYZ today who had a healthy baby girl. She said our monthly calls made her feel less alone."
Our role is to provide the best possible information, support, and guidance. We are a vital link in the chain of care. However, we cannot control the final outcome. It is important to find pride in the quality of our work, regardless of the outcome, and not to carry the emotional burden as a personal failure. We are there to walk with them, not carry them.
Great counselors are always learning. Here are some ways to continuously improve our skills and knowledge.
Once a month, hold a team meeting to discuss challenging (but anonymized) cases. What worked? What didn't? How could we have approached the conversation differently? This peer-to-peer learning is invaluable.
Pair up and practice difficult conversations. This is a safe way to build confidence and find the right words before we are on a live call.
Example Scenarios: A beneficiary who is refusing to take her medication due to side effects; a beneficiary who is very distressed and crying; a family member who answers the phone and is dismissive.
Once a quarter, try to invite a local expert (like a gynecologist, nutritionist, or mental health professional) to a team meeting. This is a great opportunity for the counseling team to ask questions and deepen their medical knowledge.