Released under the Official Information Act 1982
CRISIS CALL TRAINING
Released under the Official Information Act 1982
What is a crisis call?
A crisis call can be distinguished from a
regular call as there is an expressed
feeling of harm. The risk of harm to self
or others is credible and imminent.
Released under the Official Information Act 1982
We need to gather the following information from
the caller:
Do they have a plan?
How do we
Do they have the means to carry out their plan?
assess risk?
(pills, gun etc)
Do they know when they would carry out their plan?
Do they intend to take their own life or someone
else’s?
Released under the Official Information Act 1982
There can be a perception that by asking the
questions on the previous slide you may trigger
them into carrying out their plan?
NO – There is no
Myth Buster
evidence to support this.
These questions would not increase the likelihood
of someone carrying out their plan.
Released under the Official Information Act 1982
You’ve assessed there is a risk, so
what next?
You have established the risk of harm is credible and imminent.
• Alert someone near such as your buddy, team leader, senior case
manager or RA by holding up your yellow card
• Gather information such as assessed risk, the persons location,
their proximity to others (especially if the risk is harm to others),
and what is around them (i.e gun, pills etc)
• The person in the office you have alerted should call the Police or
appropriate emergency service. This person should sit with you
throughout to provide support
• Continue to engage with the person. Be yourself as much as you
can
Released under the Official Information Act 1982
•
Be yourself. Let the person know you are
worried and you care about them. The ‘right’
words are often unimportant. Your concern will
be conveyed in your voice.
•
Listen. Let the person express their despair and
vent their anger. No matter how negative the
conversation may seem, talking is positive.
•
Be sympathetic, non‐judgemental, patient, and
Continuing to
calm. The person is vulnerable and doing their
best to express how they are feeling.
engage,
•
Offer hope. Reassure the person that there is
help is available and that their feelings are
Do’s…
temporary. Let them know their life is important
to you.
•
Take the person seriously. If the caller expresses
things like, “I am so depressed, I can’t go on,”
acknowledge them and that they may be feeling
suicidal.
•
Encourage them to speak with a family/friend,
health professional, and refer to agencies.
Released under the Official Information Act 1982
•
Argue with the caller. Avoid saying things like:
“you have so much to live for,” “you will hurt
your family,” or “look on the bright side.”
•
Act shocked, lecture on the value of life, or
voice your opinion on whether you feel suicide
is right or wrong.
Don’t…
•
Promise confidentially. Refuse to be sworn to
secrecy. A life is at stake and you may need to
speak with a mental health professional, GP or
the Police in order to keep them safe.
•
Offer ways to fix their problems or give advice.
It’s not about how bad the problem is, but how
badly it is hurting your friend or loved one.
Released under the Official Information Act 1982
Help them find support
Help them find and access support
Don’t leave them alone. Try and
Support them to access
they need from those they trust.
stay on the phone with them until
professional help, like calling their
Encourage them to speak with
they get help if you can.
GP or a counsellor. Offer to assist
friends, family, community or
them to make an appointment.
cultural leaders, or a professional
Released under the Official Information Act 1982
Documentation
Create a contact note in VSS. This is extremely
important. Include:‐
• What the person said and the points that made
you believe there was a credible and imminent risk
of harm
• Who you contacted as response to the call
• How the situation was resolved
• Note your buddy’s name, your buddy can assist
you with documentation
• Complete an incident report
Released under the Official Information Act 1982
Looking after yourselves
• Know that it is okay to feel whatever you
are feeling
• Take sometime out. Go for a walk
around the block.
• Whatever outcome. IT IS NOT YOUR
FAULT.
• Discuss what happened with a trusted
colleague.
• Refer yourself to Vitae for EAP
• You are able to ask for external
supervision
Released under the Official Information Act 1982
Potential referral points NZ & AUS
• Need to Talk ‐ Free call or text 1737 any time for
services/crisis‐assessment‐teams
support from a trained counsellor
• No Duff 022 307 1557 or [email address]
• Lifeline 0800 543 354
• 0800 NZDF4U (0800 693 348) confidential helpline
• Suicide Crisis Helpline 0508 828 865 (0800 Tautoko)
staffed by trained mental health professionals (from
overseas +64 9 414 9914)
• Healthline 0800 611 116
• Police and Emergency Services 111
• Samaritans 0800 726 666
• Depression Helpline 0800 111 757
Potential Points of Referral: Australia
• Alcohol and Drug Helpline 0800 787 797
• Lifeline Australia 13 11 14
• Are You OK Family Violence Helpline 0800 654 655
• Mensline Australia 1300 78 99 78
• SHINE 0508 744633 – Domestic abuse helpline 9 am
to 11pm 7 days
• Suicide Call Back Service Australia 1300 659 467
• Anxiety Help Line 0800 269 4389
• Relationships Australia 1300 364 277
• Women’s Refuge Crisisline 0800 733 843
• Police and Emergency Services 000
• Mens helpline 0800 636 754
• Rape Crisis 0800 883 300
• Outline for sexuality or gender help 0800 688 5463
• www.health.govt.nz/your‐health/services‐and‐
support/health‐care‐services/mental‐health‐
Released under the Official Information Act 1982
Scenario:
Jim, a 35‐year‐old contemporary Afghanistan
veteran. He is currently impacted by PTSD and
depression. He has called through for support from
VANZ. You as the case manager pick up Jim’s call. He
expresses thoughts about how tough life is for him
at the moment, his relationship is breaking down,
and that he doesn’t wish to be here.
• What will you do?
• What steps would you take?
