Crisis Workflow

CRISIS RESPONSE PROCESS

• 1. Maintain the Connection

  • Keep the caller engaged and talking.

  • Never place the caller on hold or mute them during a crisis.

• 2. Assess Immediate Risk

  • Listen closely to determine intent, capability, and timeframe.

  • Ask direct, clear questions (e.g., "Are you safe right now?" or "Do you have a plan?").

• 3. De-escalate & Stabilize

  • Use a calm, steady, and unhurried tone.

  • Validate their emotions without judging (e.g., "I hear how overwhelming this is").

  • Focus on the immediate present and work together to find a small, manageable coping step.

• 4. Safety Planning

  • Identify immediate, internal coping strategies the caller can use right now.

  • Identify trusted personal contacts or safe environments they can access immediately.

• 5. Escalate (If Imminent Danger)

  • If the caller cannot contract for safety, initiate emergency protocols.

  • Seamlessly involve a supervisor or emergency services while keeping the caller on the line.

• 6. Document & Debrief

  • Log clear, objective factual notes of the crisis, risks, and actions taken in the client record.

  • Take a mandatory operational break to debrief with a supervisor before taking the next call.