Supporting Other Staff in Crisis Intervention

In work areas where more than one staff member is present, it is necessary for staff teams to discuss and commit to a common strategy for assisting as a third party support to staff dealing with an escalated client.

Below is an effective model for third party assistance:

• Ensure all staff understand the process for assistance.
• Ensure all staff are committed to the process, and  all staff accept the responsibility of their role in support to other staff.
• Engage only your co-worker who is directly involved in the crisis event.
• Speak only to your co-worker, do not engage the other party.
• Do as your co-worker requests.
• If altercation is in an open area, approach from the side, stop and address your co-worker by name from a distance of 2 – 3 meters.
• Example: Knock on the office door, open the door and address your co-worker by name…“Sheila, I heard yelling. Is everything okay?”