Logo Egap
Design-system

Online Course for ASC Staff

Daily work at Administrative Service Centres (ASCs) involves constant interaction with citizens, and these interactions are not always easy. To support frontline service professionals, the Swiss-Ukrainian EGAP Program, implemented by East Europe Foundation in partnership with the Ministry of Digital Transformation of Ukraine, has launched a free online course, “Crisis Communication and Stress Resilience for ASC Staff.” The course is designed to help administrative service professionals navigate difficult and conflict situations more confidently, manage stress more effectively, and maintain their own wellbeing. The course is available on the Zrozumilo! Educational Online Platform.

“For more than six years, the Ministry of Digital Transformation has coordinated the development of Ukraine’s network of Administrative Service Centres. ASCs are an integral part of a broader service-oriented state ecosystem that consistently delivers high-quality services and maintains citizen satisfaction rates above 90 percent. Today, this community includes more than 9,000 administrators across Ukraine. The nature of this work is highly demanding and multifaceted. Citizens can access up to 700 services through a single ASC office, and specialists support people through some of life’s most important moments, from residence registration and social services to land issues, construction matters, and digital services. Every ASC administrator represents the state directly, and the way you communicate with citizens plays a vital role in shaping trust in public institutions. This course is our digital tool for supporting you. The knowledge and practical skills in crisis communication and stress resilience are intended to provide reliable guidance, practical action frameworks, and protection against emotional burnout,” said Maryna Bobranitska, Director of the Directorate for E-Government and Public Services at the Ministry of Digital Transformation of Ukraine.

The course features contributions from:

  • Anna Kinash, certified trainer;
  • Maryna Bobranitska, Director of the Directorate for E-Government and Public Services at the Ministry of Digital Transformation of Ukraine;
  • Anna Kushneruk, psychoanalyst, TV presenter, and mental health expert;
  • Denys Kravchenko, Director of the Administrative Services Department of Odesa City Council;
  • Yevheniia Kursyk, Director of the Department of Digital Transformation and Administrative Services Delivery of Rivne City Council.

“Administrative Service Centres have always been a priority area of support for the Swiss-Ukrainian EGAP Program. In times of uncertainty and ongoing challenges, our focus is especially on ASC teams, the people who work every day with residents’ requests, emotions, concerns, and needs while ensuring continuity, reliability, and quality of public services, even under the most difficult circumstances. This course is dedicated to those who help others every day. It is about building inner strength, resilience, and effective collaboration among professionals who are the most valuable asset of every community,” said Alona Lichmanenko, Local Service Development Coordinator and Project Manager of the EGAP Program.

The course combines practical guidance, ready-to-use frameworks, communication scripts, and interactive exercises that participants can immediately apply in their daily work. Across 10 lectures, learners will discover how to:

  • respond more confidently to crisis and conflict situations using practical algorithms and communication techniques;
  • better understand their own stress responses and apply self-regulation methods in the workplace;
  • recognize signs of PTSD and communicate appropriately with people who have experienced traumatic events;
  • maintain personal wellbeing and prevent emotional burnout using self-help tools and peer-support practices.

“Administrative Service Centres are often the first point of contact between citizens and the state. People frequently seek assistance when they are experiencing uncertainty, anxiety, or stress. In these situations, an administrator’s calm approach and thoughtful communication can help prevent conflict escalation and redirect emotions toward constructive solutions. Conscious communication helps people feel supported and can turn even difficult interactions into productive dialogue. Through this course, ASC professionals will gain practical tools for managing their emotions, de-escalating tension, and communicating effectively,” emphasized Anna Kinash, the course host.

The course is intended for professionals who interact with visitors daily, work under significant pressure, and regularly face emotionally challenging situations.

The course is available [via this link]. Participants who successfully complete the course will receive a certificate worth 0.2 ECTS credits (six academic hours), recognized as self-directed professional learning.

The course was developed by the EGAP Program, implemented by East Europe Foundation with support from Switzerland in partnership with the Ministry of Digital Transformation of Ukraine.