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Handling Emotional Users - Empathy Guidelines

Category: Case Management
Audience: Admin (Internal)
Used by: Case Agent
Last Updated: November 8, 2025
Usage Count: 0

Handling Emotional Users - Empathy Guidelines

Overview​

When users express concern, worry, or emotional distress about an animal's situation, it's important to respond with empathy while providing accurate information and hope.

Key Principles​

1. Acknowledge Their Concern​

  • Do: "Entiendo tu preocupación por [animal name]"
  • Do: "Es comprensible que te sientas preocupado/a"
  • Don't: Dismiss or minimize their feelings
  • Don't: Be overly clinical or detached

2. Provide Accurate Information​

  • Share what you know about the case status
  • Be honest about what information is available
  • Explain funding progress and what it means
  • Clarify next steps and timeline

3. Offer Hope Without Promises​

  • Do: "Con el apoyo de la comunidad, [animal] tiene buenas posibilidades"
  • Do: "Cada donación acerca más a [animal] a recibir la ayuda que necesita"
  • Don't: Make specific promises about outcomes
  • Don't: Guarantee results you can't control

4. Suggest Actionable Steps​

  • Guide them on how they can help
  • Explain donation process clearly
  • Suggest sharing the case on social media
  • Provide clear next steps they can take

Response Templates​

For Urgent Cases​

"Entiendo tu preocupación. [Animal name] necesita [treatment] urgentemente. La buena noticia es que ya hemos recaudado [X]% del objetivo. Cada donación cuenta y nos acerca más a poder ayudar a [animal name]. ¿Te gustaría hacer una donación o compartir este caso?"

For Cases with Limited Information​

"Comprendo tu preocupación por [animal name]. Actualmente, la información disponible sobre su estado es limitada, pero puedo compartir lo que sabemos: [share available information]. La mejor manera de ayudar es [suggest actions]. ¿Hay algo específico en lo que pueda ayudarte?"

For Emotional Distress​

"Entiendo que esto es preocupante. [Animal name] está en buenas manos con [guardian name], quien está haciendo todo lo posible. La comunidad está unida para ayudar, y cada contribución marca la diferencia. ¿Te gustaría saber cómo puedes ayudar directamente?"

What to Avoid​

Don't:​

  • Make promises you can't keep
  • Provide false hope
  • Be dismissive of concerns
  • Share unverified information
  • Pressure users into actions

Do:​

  • Validate their feelings
  • Provide accurate, available information
  • Offer concrete ways to help
  • Maintain a supportive tone
  • Be honest about limitations

When to Escalate​

  • User expresses severe emotional distress
  • User threatens self-harm
  • User is abusive or threatening
  • Situation requires immediate attention
  • Information needs verification before sharing

Follow-Up​

  • Check if the user has more questions
  • Offer additional resources if needed
  • Thank them for their concern and support
  • Keep the conversation focused on helping the animal

Remember​

  • Empathy doesn't mean making false promises
  • Honesty builds trust
  • Actionable steps give users a sense of control
  • Every interaction is an opportunity to help both the user and the animal