De-escalation in Practice: Strategies for Supporting Newcomers Experiencing Crises

This webinar is presented by Switchboard, a one-stop shop for refugee service providers in the United States. Learn more about Switchboard at www.SwitchboardTA.org. Hosted on September 4th, 2025, the training was delivered by ​​Jenna Christie-Tabron, LMSW, MFT, Senior Training Officer, Switchboard​ and ​​Megan Rafferty, MA, LPC, LAC, Mental Health and Wellness Training Officer, Switchboard. While filled with hope and possibility, resettlement can be an extremely stressful process. Newcomers often face unfamiliar systems, new employment, high living costs, cultural adjustments, and the emotional toll of loss and isolation. These pressures during this formidable time of change can sometimes become overwhelming, resulting in heightened emotions and potential escalation. Not every crisis is avoidable, but many can be prevented through trauma-informed approaches to client care. This webinar will explore prevention strategies and the four core actions of de-escalation so you can respond calmly and effectively when tensions rise. You will learn how to support clients through high-stress moments in ways that promote safety, connection, and trust. By the end of this webinar, you will be able to: Describe escalation and recognize early warning signs in newcomer clients Explain trauma-informed approaches to crisis preparation at the client, staff, and organizational levels Apply the four core actions of de-escalation in resettlement settings