Brunswick resident lends ear to those in need

BRUNSWICK — Brunswick's Jackie Otte has been providing those in need with emotional support and connecting them with outlets to get needed resources following a disaster since 1992 through her work with the American Red Cross. Otte, a licensed independent social worker, has been volunteering with the Red Cross since third grade. Now, nearly one year after the COVID-19 pandemic hit Ohio and the United States, Otte is providing that same emotional support and psychological first aid to those dealing with loss, lack of resources or other disasters due to the pandemic. Otte said unlike when someone experiences a house or apartment fire — a common event that the Red Cross would typically have an in-person response to — during the pandemic, the plan has had to become much different. "When they're burned out of their house or we have a multi-family fire like an apartment building, we used to open shelters," Otte said. "We try very hard not to do that, these days, for congregate living. We try to put people up in a motel for a short period of time." Otte, who officially serves as the head of disaster mental health for the Northern Ohio Region of the Red Cross, said when one of those families also has a loved one that has been affected by COVID-19, it can make the disaster even worse. "We know that when people have had loss or grief, another event is going to rip open those wounds," Otte said. "It becomes very intense." The main way she has been assisting individuals dealing with disasters is by working the phones with the Virtual Family Assistance Center (VFAC), a national, interdisciplinary group made up of disaster-related health services, mental health and spiritual care workers. VFAC was initially designed to help those who had lost someone to COVID-19. As the last year as gone by, Otte said the differing subjects of the calls has dramatically increased. "Many of those people were not with their loved ones when they died. They were alone," Otte said. "The calls we get, however, are all over the board. Most of them are COVID related, not all, but most. Unfortunately, most of them are that they have no resources. "They have no money to pay rent, they have no money to do whatever for food. They're pretty sad stories. In addition to providing emotional support to them, we try to find them resources." Mike Parks, Northern Ohio Region CEO, said in a press release Friday that volunteers like Otte working with VFAC exemplify the care and compassion the Red Cross is all about. "The past year has been overwhelming for many in our community and yet, through it all, people are caring for one another," Parks said. "When help can't wait, they provide families with the support they need during emergencies." Renee Palagyi, Northern Ohio regional senior disaster program manager, said the work that Otte has been doing has been "invaluable" and said her dedication to VFAC is something that not everyone is ready or willing to do. "It's a very labor-intensive program and you have to be available for hours upon hours every single day," Palagyi said. "She was willing to take that on. I think that's just in her to go the extra mile." Though Palagyi said "the hug (and) the arm around the shoulder are gone," due to COVID-19 restrictions, she has been pleasantly surprised at how grateful their clients remain to at least have someone to talk to, even if it's not in person. Whether it's over the phone or face-to-face, Otte said sometimes, that's all a person needs. "Sometimes, it's just talking to people," Otte said. "They need to tell their story when they've lost someone. The stories get overwhelming. I've been doing this on-and-off since July. (Sometimes) you need to take a break from this." Otte said the call center has handled over 2,000 calls relating to loss from COVID since July. Dealing with all of the stories of sadness and loss that come with that positions, Otte said she tries to keep herself active most days. Be it walking, biking – something she's anxiously waiting to do again when the weather is warmer – kayaking or snowshoeing in her backyard, spending some time outside gives her a chance to bring herself back down to earth and, in a sense, reset her brain after a day of calls. Of course, she also credits the morale and work ethic of her co-workers for making what can be an incredibly mentally-draining job, at least a little more manageable. "I work with an incredible group of people, both volunteer and paid staff," Otte said. "I don't think people realize that the majority of the people working for the Red Cross are volunteers. When you work around a group of people that are that committed, it becomes contagious." Contact reporter Jack Kopanski at (330) 721-4063 or jkopanski@medina-gazette.com.