Like any therapeutic encounter, first impressions count.

This includes every contact that the Team makes with a young person and their family/network, so that within the Team there needs to be a strong sense of shared responsibility for any "Front of house" work, such as answering telephones.

The model this manual adopts suggests that it is the rapid provision of a "Secure Base" for the young person and their family/network which then allows for the restoration of Mentalization, exploration of the true nature of their experiences, and learning from these experiences.

All Team members therefore need to adopt a culture of hospitality, which is a word that has been hijacked over the past decades by the marketing world, but which has its roots in the welcome of strangers.