This is an important distinction. We never want someone receiving care to feel that the only person who knows or cares about them and their situation is the individual reaching out.

Whenever appropriate, communicate that:
- You're reaching out on behalf of Island Church.
- The Pastor and Elders are aware of their needs, and are praying for them.
- Their church family loves them and wants to walk alongside them.

Example: "I wanted to reach out on behalf of Island Church and let you know that you're on our hearts. Pastor Isaac and the Elders are aware, and we're praying for you. We love you and want to make sure you know you're not walking through this alone."

Note: Only communicate that specific leaders are aware or praying when that has been confirmed. Respect the person's privacy and avoid sharing sensitive details unnecessarily.

DO's
- Listen first. Often times, people simply need someone to listen.
- Seek to understand before offering advice.
- Be an active listener. Be warm, patient, encouraging, and genuinely present.
- Pray with people and point them toward Jesus and His Word.
- Ask how you can help rather than assuming what someone needs.
- Follow through on commitments and communicate with the Care Coordinator.
- Respect people's dignity, privacy, and personal boundaries.

DON'Ts
- Don't assume you know what someone is experiencing.
- Don't make promises about outcomes, healing, finances, or assistance.
- Don't offer medical, psychological, legal, or financial advice beyond your qualifications.
- Don't turn someone's difficult situation into a theological debate.
- Don't share personal information with others who aren't involved in providing care.
- Don't take responsibility for ongoing care without coordination and leadership support.

Remember: Our responsibility is to love people well, not to have all the answers.

Healthy care requires healthy boundaries. We want people to experience genuine love and connection while protecting both those receiving care and those providing it.
- Keep communication appropriate, respectful, and ministry-focused.
- Respect personal boundaries and ask permission before praying with physical contact.
- Use appropriate accountability safeguards, such as a second person, when meeting privately, particularly with minors, vulnerable adults, and the opposite sex.
- Avoid relationships that create unhealthy dependence, secrecy, or personal obligation.
- Communicate concerns to leadership rather than carrying difficult situations alone.

Note: Those providing care should never promise absolute confidentiality. Information may need to be shared with appropriate leaders or authorities when safety or legal reporting requirements are involved.

The Care Coordinator helps ensure care is coordinated, supported, and followed through.

Those providing care are expected to:
- Confirm they have connected with the person.
- Provide brief, appropriate updates to the Care Coordinator in Slack.
- Communicate when additional support is needed.
- Notify the Care Coordinator when the need has been addressed or ongoing care is required.

Note: Share only what leadership needs to know to coordinate care. Sensitive details should not be placed in Slack discussions.

One of the greatest opportunities we have in caring for people is helping them encounter Jesus and take their next step in following Him.

- Be attentive to opportunities to share the Gospel and invite someone into a personal relationship with Jesus.
- If someone expresses a desire to receive Jesus as their Lord and Savior, explain salvation through repentance and faith in Him (Romans 10:9–10; Ephesians 2:8–9).
- Offer to lead them in a simple prayer of repentance, surrender, and faith in Jesus.
- Encourage them to pray from their own heart, understanding that salvation comes through faith in Jesus, not simply repeating a prayer.
- Celebrate their decision and communicate it to the Care Coordinator so pastoral leadership can help them take their next steps in discipleship.
- If someone expresses interest in water baptism, encourage them! Explain that baptism is a public declaration of their faith and identification with Jesus in His death and resurrection (Romans 6:3–4).
- Connect them with the Care Coordinator to help arrange a baptism conversation and next steps.

Remember: Our heart isn't simply to lead someone through a prayer. It's to help them begin and grow in a lifelong relationship with Jesus.

Here is a great micro-lesson on Baptism. 

Some situations require immediate professional assistance, specialized support, or involvement from pastoral leadership.

These include emergencies, threats of harm, suicidal concerns, suspected abuse or neglect, domestic violence, and other serious safety concerns.

The safety of individuals always comes first.
- For immediate danger or a life-threatening emergency, call 911.
- For a suicide or mental health crisis, call or text 988. Call 911 if there is immediate danger.
- For suspected abuse or neglect, follow applicable reporting requirements and contact the appropriate authorities promptly.
- Notify the Senior Pastor and Elders as soon as safely appropriate.

Do not delay emergency assistance or a legally required report while waiting for pastoral approval or a response in Slack.

For additional direction, refer to the companion document: Sensitive Care & Emergency Response Guidelines. ***link coming soon

Offer prayer, encouragement, and practical support.
- Ask whether a visit, phone call, meal, or other assistance would be helpful.
- Respect medical needs, visiting restrictions, and family preferences.
- Keep the Care Coordinator informed of ongoing needs.
- Hospital visits are best kept to 15-20 minutes to allow rest.

Don't offer medical advice or suggest discontinuing prescribed treatment.

Be present, listen, pray, and offer comfort.
- Give people space to grieve without rushing the process.
- Offer practical assistance when appropriate.
- Remember that grief often requires continued care beyond the initial event.

Don't minimize someone's pain, encourage them to move on, or assume every situation needs an immediate spiritual explanation.

Provide a safe, compassionate environment where people feel heard and supported.
- Listen without judgment.
- Offer prayer and biblical encouragement.
- Encourage professional support when appropriate.
- Inform the Care Coordinator when additional pastoral support is needed.
- If inner healing or deliverance ministry is needed, communicate back to the Care Coordinator for next steps.

Don't attempt to diagnose mental health conditions, independently counsel complex situations, or walk the person through inner healing or deliverance.

Listen with compassion and encourage healthy, biblical relationships.
- Pray for wisdom, healing, and restoration.
- Encourage appropriate pastoral or professional counseling.
- Refer complex situations to pastoral leadership.

Don't take sides, attempt to mediate serious conflict without authorization, or pressure someone to remain in an unsafe environment.

Offer encouragement and help identify the need.
- Communicate benevolence requests to the Care Coordinator.
- Allow the Operations Director to guide financial assistance.
- Help coordinate practical support when approved.

Don't promise church funds, independently authorize financial assistance, or create ongoing financial commitments on behalf of Island Church.

We believe in the power of the Holy Spirit to bring freedom, healing, and restoration.
- Listen with compassion and offer prayer of encouragement and peace.
- Encourage people to continue seeking Jesus, His presence, and His Word.
- Refer requests for inner healing or deliverance back to the Care Coordinator for next steps.

Don't independently conduct deliverance ministry.