Introducing the Online Course on Crisis Communication and Stress Resilience for CNAP Employees
A new free online training program designed to enhance crisis communication skills and build stress resilience for staff at Ukraine’s Centers for Administrative Services (CNAP) has officially begun. Developed by the Swiss-Ukrainian EGAP Program in collaboration with Ukraine’s Ministry of Digital Transformation and the Eastern Europe Foundation, this course aims to better equip CNAP employees to handle emotionally charged situations effectively.
The Ministry of Digital Transformation has been leading the development of the CNAP network for over six years, currently managing more than 9,000 administrators nationwide. CNAP centers offer access to nearly 700 different administrative services, serving as key points of interaction between citizens and the government.
“CNAP represents the frontline where citizens often arrive feeling uncertain, anxious, or stressed. In these moments, the calm demeanor and thoughtful communication of the administrator are crucial to defusing tension and guiding emotions toward constructive action.” – Anna Kinash
Course Overview
This comprehensive course features 10 lectures that empower CNAP professionals to respond with confidence in crisis scenarios, understand their own stress responses, identify signs of post-traumatic stress disorder (PTSD), maintain personal resilience, and prevent burnout. Participants who complete the program will receive a certificate equivalent to 0.2 ECTS credits or 6 academic hours, recognized as part of their continuing education.
Designed specifically for CNAP personnel who frequently engage with visitors under high emotional pressure, the course addresses the unique challenges of this role.
“The nature of this work is highly complex and multifaceted: CNAP provides access to up to 700 services through a single window. Specialists support citizens during some of the most significant moments in their lives.” – Maryna Bobranitska
The curriculum combines practical guidance, step-by-step procedures, communication scripts, and interactive exercises. Leading experts including Anna Kinash, Maryna Bobranitska, Anna Kushneruk, Denys Kravchenko, and Yevheniia Kursyk serve as instructors.
“For the Swiss-Ukrainian EGAP Program, administrative service centers hold a special place among community support initiatives,” emphasized Aliona Lichmanenko, highlighting the importance of strengthening CNAP teams amid difficult circumstances.
Interested professionals can register for the course via the link provided in the program details. This initiative marks a significant advancement in enhancing the communication and stress management capabilities of CNAP employees, ultimately improving the quality of citizen services during challenging situations.
Implementing this course represents a crucial step in advancing professional development for CNAP staff, especially given today’s demanding environment. Strengthening stress resilience and communication skills will enable administrators to respond more effectively to citizens’ needs and reduce the likelihood of conflicts. This progress will contribute to higher standards of administrative service and foster greater public trust in government institutions.
In addition to the newly launched course for CNAP staff, there is also an opportunity to enhance skills in organizational development through another free online program specifically tailored for civil society organizations. This course, which provides 0.2 ECTS certification, focuses on essential strategies for improving operational effectiveness and fostering growth within organizations. For more details, you can explore the online course on organizational development.