An easy to use framework is the IDEAS action plan used by CQUniversity in managing a mental health crisis situation.

• I – Identify immediate dangers to yourself, others and the person at risk
• D – Deal with the initial situation; approach, assess and assist where possible with the initial crisis situation
• E – Engage in conversation and listen non-judgmentally
• A – Assist with information and advice about support services available. Encourage the person to see professional help
• S – Implement self-care practices following the crisis situation

Source: CQUniversity Mind Waves Mental Health Strategy, 2018.

Identify and Manage Immediate Dangers

Check for hazards and danger to:

• Yourself
• Others
• And the casualty.

Nothing should stop you from calling 000 if you think the scene is not safe.

Approach, assess and assist where possible in the initial stages of a crisis situation, the following list outlines some steps to take during the situation:

• Call 000 in an emergency
• Make a plan
• De-escalation techniques
• Offer support
• Assist with basic tasks
• Do not make promises you cannot keep
• Remind the person that they have taken a big step asking for help.

Engage in conversation

• Engage with the casualty
• Introduce yourself
• Ask if you can help?
• Ask what is happening?
• Has it happened before?
• Engage in conversation and listen non-judgmentally.

Listen

• Don’t panic!
• Listen to the casualty
• Use empathy
• Use appropriate eye contact
• Use non-verbal communication
• Do not to talk too much.

Assist with information

For non-emergency situations provide information about services available:

• Mental health professionals
• Employee assistance programs
• Helplines, websites, written resources.

Source: CQUniversity Mind Waves Mental Health Strategy, 2018.