“After shelling, people forget even their loved ones’ phone numbers. Our job is to help them regain stability.”

When a missile or drone hits a residential building, it may seem that the worst is already over. In reality, however, the hardest part often begins after the explosion—shock, disorientation, and the loss of a sense of safety. It is at this moment that the mobile teams of the NGO Responsible Citizens deploy to support people in the Dnipropetrovsk, Donetsk, and Zaporizhzhia regions.

“People are in such a state of shock that they may forget even the phone numbers of their loved ones, emergency medical services, or rescuers. It seems that an adult should know what to do, but at that moment, it is as if their memory simply shuts down. They become completely disoriented,” says Nataliia, a social worker with a mobile team.

Since February this year, she has been responding alongside a psychologist to the sites of attacks on residential buildings in Zaporizhzhia. Nataliia explains that the role of the mobile team is not only to assess the needs of those affected but also to help people regain a sense of control over the situation.

“We introduce ourselves and explain that we are there and ready to help. If needed, we provide water, help people locate their relatives, and coordinate with other services. The psychologist works with the person’s emotional state, while I gather information about the family’s needs, especially if children have been affected.”

The work of the mobile team does not end after the initial contact. The specialists help people access the support they need, connect them with relevant professionals, or arrange legal assistance. Psychologists work with children and parents, while social workers continue supporting families for as long as necessary.

According to Nataliia, every deployment carries a different human story. The one that has stayed with her the most was a woman sitting beside the ruins of a house where people were trapped under the rubble.

“The strike hit the house directly. There were hardly any walls left standing. The woman was sitting there, staring into the distance. We approached her, gave her some water, and began helping her come out of that state by talking to her. She told us she had a ten-year-old son. He would usually stay with his grandmother, but fortunately, that day he had remained at home. I told her, ‘There is nothing you can change here now. But your child is alone. He is only ten years old, and right now he needs you more than anyone.’ After those words, it was as though she returned to reality. She called her husband, and they immediately left to be with their son.”

Nataliia admits that it is impossible to help others without taking care of yourself. That is why the specialists regularly receive training in Psychological First Aid, self-care, and recovery.

“Our organisation provides many training sessions where we learn how to recover and manage our own emotional state after difficult deployments. We use the same techniques that we teach people—breathing exercises and grounding techniques. This helps us stay resilient and remain by people’s side when they need us most.”

Despite witnessing human suffering every day, Nataliia says it is people themselves who help her hold on to hope.

“After attacks, we see neighbours helping one another and strangers supporting those around them. It reminds us that even in the darkest moments, humanity does not disappear.”

For Nataliia, this is the core mission of the mobile teams—to support people in their darkest moments, help them regain a sense of stability, and remind them that they are not alone in facing their hardship.

Support is provided within the framework of the UNICEF project “Protection Services for the Most Vulnerable Children and Parents (or Their Caregivers) in the Communities of Donetsk, Dnipropetrovsk, and Zaporizhzhia Regions,” implemented by the NGO Responsible Citizens with financial support from the United States Government and UNICEF.

If you or your child need psychosocial support, please call the hotline at +380 66 567 00 16
(hotline hours: Mon–Fri, 9:00 a.m.–6:00 p.m.)