job description for hospitality staff in e.r. for rapes

I have recently started a SANE program in our
E.R. (So far I'm the only nurse). I gave an
inservice to the staff which went very well.
One of our hospitality staff was there and
asked what they could and should do when a
rape victim comes in. Their job is to make
patients/visitors comfortable and assist
them with other non-medical issues.
I am giving them an inservice in a couple weeks
and wonder if there are any suggestions?

I already told her NO drinks, and their primary
job would be to comfort family etc while they're waiting for me and the rape advocate to arrive.
(They are usually taken to a special waiting room until I get there.) Anything else?

Thanks...Pennie