Andrea Plut-Sauer is a qualified nurse and holds a degree in dementia studies. She leads the platform »Pflegende An- und Zugehörige« (informal caregiver and family members) in Vorarlberg.

ERSTE Foundation As an online counsellor at »Alles Clara«, you support family caregivers digitally via chat, guide them through the healthcare and social systems, and empower them in their role. What does it take to provide good online counselling, and what characterizes your work as an online counsellor?

Andrea Plut-Sauer It requires the same attention and presence as face-to-face counselling: a protected environment, dedicated time, reliable technology, and the attitude: »I’m here for you, I’m listening, and I’m by your side as you face your challenges.« Ultimately, it’s also about finding everyday structures that fit the lives of the people seeking advice.

What impressed me most is that »Alles Clara« offers a joint training course in online counselling—even for experienced professionals—before the advisory work begins. I consider this essential and a strong starting point if quality and practice are to be continuously reviewed and developed.

EF Family caregiversare often heavily burdened—physically, emotionally, socially, financially, and time-wise. What kinds of questions do people bring to you at »Alles Clara«?

AP Family caregivers are grateful when they can confide in someone who listens to them. They want their exhaustion to be acknowledged. Role conflicts and the constant effort to juggle everything drain personal energy. One daughter told me that the caregiving situation was getting on her nerves and that sometimes she just wanted to drop everything and run away.

Beyond that, the focus it is mostly on organisational and caregiving questions, as well as dealing with people who, for example, are experiencing cognitive changes. We provide clarification and offer alternative behaviours that help defuse everyday situations.

EF And what does a typical online counselling session look like?

AP Family caregivers download the secure »Alles Clara« app from the Play/App Store and create a profile. They are then connected with an counsellor.

A trusting relationship is quickly established, and the specific concern is identified. The questions are addressed in a person-centred way, relevant information is shared, and alternative strategies are presented. A central focus is on supporting family caregivers in their individual situations and providing emotional support. Once they have found suitable solutions, the counselling session is considered complete and the advisory space is closed. They can review the session at any time and start a new one if needed.

Header image: Ian Ehm