This profession is designed to help demobilized military personnel adapt to civilian life and access the necessary services. During the training, participants discussed the key principles of this work: a trauma-informed approach, ethical interaction, creating a safe space for communication, using accessible language, and the specific challenges of communicating with veterans who may experience both visible and “invisible” consequences of war.
On March 6, “The League of the Strong” organized a training session in Cherkasy titled “Veteran Support Specialist: A New Profession for Today. Specifics of Organizing Work (with People with Disabilities) by Demobilized War Veterans” for representatives of local government, social service professionals, and representatives of veteran communities.
The training was led by Lyudmila Berezovskaya, deputy director of the Regional Center for Social Services, a social services expert, and a trainer for numerous international programs. She has over 20 years of practical experience.
A veteran support specialist is an authorized professional who helps war veterans and demobilized military personnel adapt to civilian life and access necessary services. Their role is to provide counseling, coordinate interactions with government agencies, and assist veterans in obtaining social, medical, rehabilitation, and administrative services. The primary goal of this work is to facilitate the social adaptation and reintegration of veterans into their communities.
A trauma-informed approach to working with veterans
One of the key principles of our work is a trauma-informed approach, which involves creating a safe environment that does not re-traumatize the individual.
For veterans, especially those with disabilities, two types of safety are important: physical and psychological. Physical safety refers to the accessibility of the environment, while psychological safety refers to the predictability of processes and respectful communication.
A specialist’s work must take into account three components of safety:
- safety of the space,
- communication security,
- clear and predictable procedures.
The basic principle of interaction is the rule of the “PTS”:
- Predictability — explaining what is happening;
- Transparency — explaining why certain actions are taken;
- Support — asking how best to help someone.
Key ethical guidelines stipulate that assistance to veterans must not be coercive: it is offered, but not imposed. It is also important to maintain confidentiality — the veteran must understand where their information is being shared and for what purpose. In this work, it is important to manage expectations honestly: it is better to say “I don’t know, but I’ll find out” than to promise something that cannot be delivered. The professional must maintain an appropriate distance and not touch the person or their prosthesis without permission. It is equally important to acknowledge the veteran’s contribution and treat them with respect.
What should a “safe space” for a veteran look like?
Among the practical recommendations for working with veterans is the creation of a comfortable and predictable environment.
- Observation area (entrance control): A veteran should never sit with their back to the door.
Place the visitor’s chair so that the person can see the entrance and part of the hallway. This helps alleviate the subconscious instinct to “check their back.”
- The absence of “barriers” (equality): a massive desk piled high with papers creates a “boss-subordinate” divide; to a person with a disability, it can seem like an impregnable fortress.
Don’t sit “at the table”; sit “at the corner” of the table instead. This fosters a sense of partnership in your communication. Make sure there’s enough space under the table for the footrests of a wheelchair.
- Sensory quiet (reducing sensory overload): Loud noises or visual stimuli (bright posters, flashing lights) can overwhelm the nervous system, especially after a concussion.
Turn off the sound on your work phone (leave it on vibrate) if you’re seeing clients. Remove any overly bright or jarring images from the walls. Make sure you can close the curtains if the sun is too bright.
- The Zone of Predictability (algorithm): Trauma is chaos; clarity is the cure.
Explain the procedure and give a rough timeline.
- Resource Corner (Physical Comfort): For veterans with disabilities or chronic pain, physical discomfort can quickly turn into emotional distress.
Keep water, tissues, and perhaps a cushion for their back on the chair in your office. If the person wears a prosthesis, offer them the chance to walk around a bit during the conversation.
Accessibility Glossary
Inclusive language is language that avoids words and phrases that reflect biased, stereotypical, or discriminatory attitudes toward certain people or groups. It is language that does not alienate people — whether intentionally or unintentionally. It is language whose guiding principle can be summed up in a single phrase: respect for the dignity of others.
Language also plays an important role in working with veterans. Words shape our attitudes toward people — they can reinforce stereotypes or, conversely, demonstrate respect and equality. That is why it matters how the government drafts documents, how the media writes headlines, and how officials address citizens.
As a reminder, on March 2, 2026, Ukraine unveiled its first national language standard, “Terminology of Accessibility,” developed as part of First Lady Olena Zelenska’s “Without Barriers” initiative — as reported by “The League of the Strong”. The document identifies words that should be removed from official use and establishes over 100 correct terms related to the rights and opportunities of people with disabilities, veterans, parents with children, and other groups that may face prejudice.
The approved guidelines are expected to gradually become the standard for official documents, educational materials, legal literature, government administration, and the media.
Communicating with veterans who have “invisible” injuries
Veterans who have suffered concussions or traumatic brain injuries (TBI) may experience slowed reactions, difficulty finding the right words, rapid fatigue, irritability caused by noise or light, and forgetfulness. Therefore, communication with them should be attentive, calm, and predictable.
What to keep in mind when communicating:
- Slowed speech. Do not interrupt or finish the veteran’s sentences for them. Pause and wait patiently for them to finish their thought.
- Forgetfulness. Don’t say, “I already explained this to you.” It’s better to provide a written summary of the key information — in the form of a memo, a checklist, or a message in a messaging app.
- Difficulty concentrating. Don’t give them too many tasks at once. It’s better to explain the steps one by one: “First we do A, then B.”
- Light or noise (sensory overload). Avoid having a conversation in a noisy room. Suggest a quiet place: “Is it comfortable for you to talk here, or should we find a quieter room?”
- Irritability. Don’t take it personally and don’t get into an argument. It’s better to lower your voice, pause, and offer some water.
Simple phrases can also help the specialist during the conversation. For example, to structure the conversation, you can say:
“Let me write down the main steps for you so you can review them later in a calm setting.”
To check for understanding:
“I want to make sure I’ve explained this clearly. Are there any points we should go over again?”
If the veteran gets distracted or tired, it’s appropriate to suggest a break:
“I can see there’s a lot of information today. Maybe we should take a 5-minute break?”
It’s also important to keep in mind the concept of “invisible injuries.” Avoid downplaying a person’s condition with phrases like “You look fine,” since pain or disorientation may not be immediately apparent. It’s important to explain your actions to avoid causing anxiety: for example, say, “I’m going to come over to you now to hand you the documents.” It’s also worth remembering that even simply filling out a form can be a huge effort for a veteran with a traumatic brain injury, so the specialist should be a source of support, not an examiner.
If an inappropriate word slips out during a conversation, it’s best to follow the “Acknowledge — Correct — Move On” rule. Don’t ignore the mistake; offer a brief apology without making excuses, and get back to the heart of the conversation. Sincerity and respect in communication are often more important than perfectly chosen terminology.