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Managing Threat of Self-harm Calls
Guidelines

These calls can be extra challenging and anyone who talks about suicide needs to be taken seriously.

Remember
Avoid
•  Your caller’s problems will often be longstanding
•  Making promises you can’t keep
and complex
•  Getting personally involved
•  It’s OK to agree to do everything you can to assist,
•  Counselling the caller or making judgments
i.e. find out more information and/or call them back
•  Putting the call on hold while you find information
1.  Remain Calm – Control your breathing (standing up can help).
2.  Clarify the threat – if you believe a threat has been made by saying something like: “I’m sorry I missed
that, could you please repeat what you said?” – Asking the person to repeat what they’ve said is often sufficient
to get the person to re-consider.
3.  Confirm the threat – say: “We take comments like this seriously. Are you sure about what you have said?” –
Often, people will say something when emotional that they don’t necessarily mean.
4.   Get your manager or a colleague's attention so they can help you arrange support for the person if
needed.
5.  Log the caller’s details: Full name, claim number, phone number, address, current location and briefly capture
what has been said by the caller that has made you concerned so that this information can be provided to the
Police or Crisis team.
6.  Ask: “Are you with anyone at the moment that I could talk to?”
If they answer yes:
7.  Ask: “Can I speak to that person and let the know about the conversation we’ve been having?” - Relay back to
the support person what’s been said
8.  Ask if they can look after the client
9.  Let the support person know that “ACC’s guidance is that [client’s name] should be seen by a professional who
can help figure out what a support plan looks like
10. Let them know that the options they have are to either to call the persons GP, call the Crisis Team, or take the
person to the Emergency Department.
11. Agree a plan of action based on one of the above steps with this support person.
If they answer no:
12. Let the caller know that you are going to contact someone who can support them.
13. Arrange for your manager or colleague to contact the Police or the Crisis Assessment Team, pass on the details
of the person including where they are currently located and the background of the conversation that has been
had with them that has made you concerned.
14. Tell the caller that you’ll contact their GP and local mental health crisis team.
15. Ask that they stay on the phone with you in the meantime. Keep them talking by asking questions like:
“What are some of the things that help when you are feeling this way?”
16. Have your manager or colleague contact the Police or Crisis Team and take guidance on next steps.
17. After a threat of self-harm call, immediately talk to your manager and log an incident in Te Kahu – to get
support and discuss whether further action is required.

18. Take care of yourself – following a critical event, you might have an acute or delayed reaction
•  Take time out, away from your desk
•  Continue debriefing with your manager / colleagues
•  Consider EAP
19. Contact the Wellbeing, Health and Wellbeing team for advice on available support.

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Respond to Threats of Self Harm by a Client  v9.0

Outputs
ACC
f members
6.0
Check on the  staf wellbeing
Threat of -Harm Incident
4.0
Log a  Self in HR Self Service
5.0
Follow up on the outcome
3.0
Manage direct conversation with the client
2.0
Assess the level of risk based on clarification of client information
-
riggers & Inputs
T
1.0
Receive Information of Client Self  Harming
ACC Staff Member
Team Leader
ACC > Claims Management > Manage Claims > Gather Additional Information or Advice > Respond to Threats of Self Harm by a Client
Uncontrolled Copy Only : Version 9.0 : Last Edited Friday, 21 March 2025 9:49 am : Printed Tuesday, 19 August 2025 2:58 pm
Page 1 of 3

Respond to Threats of Self Harm by a Client v9.0

NOTE What if there is an immediate risk of self
Summary
harm?
1) Call the police, contact the health provider and
Objective
conduct a welfare check.
To respond to threats of self-harm by clients.
2) If the client is not an immediate risk but has
clearly expressed ideas of suicide, explain to the
Background
client that you will need to inform their GP and/or
When a client has self-harm thoughts it is a serious situation
counsellor and/or some other appropriate person
that cannot be ignored.
or agency so that they can get appropriate sup-
If you think a client may harm themselves; you need to handle
port.
the situation carefully while you try to find out more about their
3) Record details in EOS.
level of intent and decide what to do.
4) Submit an incident report.
There are a number of ways in which information about a
NOTE What if the call terminates and you are
client’s self-harm thoughts or plans may be revealed to ACC. It
unable to contact the client?
may be conveyed in a report from a provider and/or the client
1) If there is an immediate risk contact Police.
may let you know you by email, in a face-to-face meeting or
2) When risk is not immediate contact GP and/or
during a telephone call.
counsellor and/or some other appropriate person
or agency.
Owner
[Out of Scope]
Expert
[Out of Scope]
Procedure
1.0 Receive Information of Client Self - Harming
ACC Staff Member
a Attract the attention of a team leader or another staff
member to make them aware of the situation while you
are on a call or in person.
NOTE Remember that the client’s safety is your pri-
mary focus. If you are in a meeting, stay with
the client. If they’re on the phone, keep them
on the line.
Guidelines for case owners when client shows signif-
icant suicidal risk
NOTE What do you do if the report is received from
an ACC provider
Ask the provider if they have reported the threat
of self-harm to the client’s GP, health provider or
the Police? Ask the provider to confirm what ac-
tions were taken - record these actions on the
claim using EOS. Ask the provider to report the
incident in the Online Provider Portal. This
process ends.
2.0 Assess the level of risk based on clarification of
client information
ACC Staff Member
a Seek advice to determine the level of risk from your Team
Leader.
ACC > Claims Management > Manage Claims > Gather Additional Information or Advice > Respond to Threats of Self Harm by a Client
Uncontrolled Copy Only : Version 9.0 : Last Edited Friday, 21 March 2025 9:49 am : Printed Tuesday, 19 August 2025 2:58 pm
Page 2 of 3

3.0 Manage direct conversation with the client
Complete health information privacy rules
ACC Staff Member
b Get assistance from your team leader or team member to
a Manage the conversation using the following points:
help you deal with the call.
c In EOS, record actions taken.
How to Behave Toward the Client:
• Be yourself. Let the client detect your concern through
d Talk to your Team Leader to ensure welfare assistance
your voice and manner.
has been considered.
• Listen and let the person talk about their distress, it’s a
Critical Incident - Debrief Guide
positive sign that the client has contacted you.
• Be sympathetic, non-judgmental, patient, calm and ac-
Complete health information privacy rules
cepting.
What to Say to the Client:
4.0 Log a Threat of Self-Harm Incident in HR Self
• Case owners are generally not trained mental health
Service
professionals. You should let the client know this and
tell them you can facilitate but not provide assistance for
ACC Staff Member
them.
a Inform your team leader about the call.
• If the client is on the phone, try to get their name and
b Log a threat of self-harm in Te Kahu Incident Reporting
details if you don’t know them. Find out where the
tab:
client is located and who is around them.
• Log into Te Kahu *Log into Incident Reporting
• Avoid arguments, problem solving, giving advice and
• Log an incident report
asking clients why they feel this way. The important
issue is how badly the client is affected by their problem
(s), not how bad their problem(s) are.
5.0 Follow up on the outcome
Ask Open Questions That Encourage the Client to Give
Team Leader
You More Information:
a Follow up on the outcome as described in the Debrief
• If the client alludes to feeling so low that they cannot go
Guide.
on, ask them what they mean?
• If they say they’re feeling they want to self-harm, try to
Critical Incident - Debrief Guide
get an idea of their level of urgency and what
they’re intending to do. This will help you determine who
you need to notify.
6.0 Check on the ACC staff members wellbeing
• Don’t ask leading questions.
Team Leader
a Check with the staff member whether they need further
What to Remember:
support.
• Your caller’s problems will often be longstanding and
complex.
Critical Incident - Debrief Guide (Te Whāriki)
• It’s ok to agree to do everything you can to assist ie find
Supporting Each Other
out more information and/or call them back.
• If there is an immediate threat contact the police to
check on the person
• If there is not an immediate threat contact the doctor of
Timeframes
the client / person or other appropriate person.
• Remain calm.
None Noted
What to Avoid:
• Making promises you can’t keep.
• Getting personally involved.
• Counselling the caller or making judgements.
• Putting the call on hold while you find information.
How Do I Clarify the Threat?
“I’m sorry I missed that, could you please repeat what
you said”
Ask the person to repeat what they’ve said. Often this is
sufficient to get the person to re-consider what
they’ve said.
How Do You Confirm the Threat?
"We take comments like this seriously. Are you sure
about what you said”
Often people will say something when emotional that
they don’t necessarily mean.
NOTE Maintaining client confidentiality in situations
where the client is expressing suicidal
thoughts can have tragic consequences.
When clients are at serious and imminent
risk of harming themselves, we can break
client confidentiality to ensure that the client
receives appropriate assistance. See Health
information privacy code, Rule 11.
ACC > Claims Management > Manage Claims > Gather Additional Information or Advice > Respond to Threats of Self Harm by a Client
Uncontrolled Copy Only : Version 9.0 : Last Edited Friday, 21 March 2025 9:49 am : Printed Tuesday, 19 August 2025 2:58 pm
Page 3 of 3

Document Outline