Helping someone in distress

Government of Western AustraliaMental Health Commission

How to assist people experiencing mental health, alcohol or other drug issues

acknowledge

refer

listen

support

• OneinfiveAustraliansexperiencementalhealthissues each year.

• ThreemillionAustraliansarelivingwithanxietyordepression.

• SuicideistheleadingcauseofdeathamongAustralians aged between 15 and 44.

• 16%ofAustraliansmisusepharmaceuticalsoruseillicitdrugs.

• OfthoseAustralianswhodrink,over37%dosoatriskylevels.

Helpisavailable.Andpeoplewhoseekhelp,can,anddo,recover.

the good news

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the basicsMental health, alcohol and other drug issues are more common than you may think

• Take them seriously, and be warm and non-judgemental.

• Givethemyourfullattentionanddon’tinterruptwhen they are speaking.

• Summarisewhattheyhavesaidtoshowyouare listening and to work out what type of help they need. For example, “it sounds like you are feelingXYZandthatyouwant/plantoXYZ.HaveIunderstood correctly?”

• Iftheyareonthephone,askiftheyaresafe,andifthere is someone with them or close by that they can contact for support.

• Reassure them that there are solutions to problems and that things can get better. Tell them you would like to help them access support.

• Request their name, address and current location. Iftheyareonthephone,writedowntheirphonenumberifit’savailableoncallerID.Alsorecordthetime and date.

• Discusstheoptionstheyhaveforseekinghelpandencouragethemtomakecontactwiththerelevantsupportservices.

• Don’tgiveopinionsoradvice,agreeordisagreewithwhat they are saying, or ask too many questions. Unlessyouareaqualifiedprofessional,youshouldonlyprovidereferralinformation.

• Ifyouareableto,transferthemdirectlytoasupportservicewithouthavingtohangup.

• Iftheyrefusetogethelpandyoubelieveit’sacrisis, tell them you are concerned about them and that you are going to contact the Mental Health Emergency Response Line or Rurallink for help. Forexample:“itsoundslikethingsaredifficultforyouatthemomentandI’mconcernedforyourwellbeing.I’mgoingtocontactasupportserviceandask how they can help you.”

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helping someone in distress

listen • acknowledge support • refer

Ifsomeoneisindistressandyoubelievetheyareexperiencingmentalhealth,alcohol or other drug issues, these tips can help reduce anxiety and risk

• Discreetlycallanothermemberofstafftoassist.

• Trytoestablishsomerapport.Speakinacalm,eventone and use their name if you know it.

• Adoptanopen,non-aggressivestance–feethip-width apart, arms at sides and palms facing outwards.

• Don’trushintosuddenactionsandneverapproachthem from behind without warning.

• Stayatleastanarm’slengthawayfromthemandgivethemroomtobreathe.Donottouchthem.

• Tell them what you are about to do before you do it –neverleavethemtoguessyourintentions.Speakclearlyandmakeonepointatatime.Donotoverloadthemwithinformationanddon’tusejargon.

• Givethemtimetothinkbeforerespondingtoanyquestions.Considersteppingbacktoprovideanon-verbalcueofnopressure.

• Continue to reassure them about what is happening, but do not be patronising.

• Donottrytocontradictorreasonlogicallyagainstadelusion.Discreditingtheirrealitycouldaggravatethem.

• Trytonegotiaterealisticoptionstoresolvethesituation.Forexample:“Iwanttohelpandwecantalkaboutthis,butIamhavingtroubleunderstandingyou while you are shouting”.

• Explain your position and what you are obliged to dotoassist.Forexample:“I’mconcernedaboutyouandwanttokeepyousafe,soIamgoingtocallthepolice to come and check you are ok.”

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if approached in person by someone who is aggressive, or who is experiencing psychosis

Ifconcernedforyourownsafety,removeyourself,andothers,fromtheareaimmediatelyand call 000

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• Setboundaries.Informthemwhatyourrolecanandcan’tdo.

• Warnthemthatabusivebehaviourisnotokay,andthatyouare within your rights to terminate their call or walk away if theycontinuetobeabusive.Examples:

• “Canyoutryandloweryourvoiceabitplease.I’mfindingithardtomakeoutwhatyouaresaying.”

• “Iwanttohelpyou,butifyoucontinueraisingyourvoice Iwillhavetoendthiscall.”

• “I’mnotabletocontinuetolistentoyoubecauseyouareswearing/yellingandI’mgoingtohangupnow.Feelfreeto call back when you are ready to speak to me without swearing/yellingandIwillhappilyhelpyouthen.”

• Youmaybenefitfromadebriefingsessionafterinvolvementinacrisissituation.Thisinvolvesdiscussingresponsestotheincident,andemotional,physiologicalandbehaviouralreactions.Adebriefisusuallydonewithyoursupervisororline manager.

• Don’tbeafraidtoaskforhelpyourself.

• Remember that you are not responsible for the situation or forsavinganyone.

if approached in person by someone who is aggressive, or who is experiencing psychosis

look after yourself

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where to get help in Western Australia

Urgent mental health assistanceMental Health Emergency Response Line (MHERL)Foranyoneinvolvedinamentalhealthemergencyinthecommunity–bothmembers of the public and health professionals. Callers referred to acute response teamsMetro:1300555788(24/7) Peel:1800676822(24/7) TTY:1800720101(24/7)

RurallinkSpecialist after-hours mental health telephoneserviceforruralcommunitiesinWesternAustralia1800552002(afterhoursandweekends.Atothertimes,contactalocalmentalhealthservice) TTY:1800720101

Alcoholandotherdrugssupport

Alcohol and Drug Support Line For anyone concerned about their own or anotherperson’salcoholordruguse0894425000(24/7) Countrycallers:1800198024(24/7) www.mhc.wa.gov.au/alcoholanddrugsupportline Parent and Family Drug Support LineForanyoneconcernedaboutalovedone’salcoholordruguse0894425050(24/7) Countrycallers:1800653203(24/7) www.mhc.wa.gov.au/parentandfamilydrugsupportline

Wungening Aboriginal Corporation Aboriginalalcoholanddrugreferralservicethatprovidesculturallyappropriateservices0892211411(businesshours) www.aads.org.au

Mental health supportBeyondblue24/7freecounselling 1300224636(24/7) www.beyondblue.org.au

LifelineInacrisissituation 131114(24/7) www.lifelinewa.org.au

Suicide Call Back ServiceFreetelephone,videoandonlinecounselling for people 15 years and over,fromprofessionalcounsellorswithspecialistskills.Isespeciallysuitedto people who are geographically or emotionally isolated1300659467(24/7) www.suicidecallbackservice.org.au

Life threatening emergencies: Call 000Threatstoselforothers–askforPoliceandtellthemifit’samentalhealthissue.Inthecaseofphysicalharm–askforanambulance

1800RESPECTNational sexual assault, domestic family violencecounsellingservice1800737732(24/7) www.1800respect.org.au

Crisis Care Helpline For urgent assistance with child welfare, domesticviolence,homelessnessandother crisis situations 0892231111(24/7) Countrycallers:1800199008 Translatingandinterpretingservice:131450www.dcp.wa.gov.au/crisisandemergency

Derbarl Yerrigan Health Service Inc. HealthandmedicalsupportforAboriginalpeople, including counselling0894213888(MontoFri:8:30am–7pm; Sat:8:30am–12pm) www.dyhs.org.au

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Detailsoffurthermentalhealth,alcoholorotherdrugsupport servicescanbefoundatwww.mhc.wa.gov.au/gettinghelp

Additional support1800RESPECTNational sexual assault, domestic family violencecounsellingservice1800737732(24/7) www.1800respect.org.au

Crisis Care Helpline For urgent assistance with child welfare, domesticviolence,homelessnessandother crisis situations 0892231111(24/7) Countrycallers:1800199008 Translatingandinterpretingservice:131450www.dcp.wa.gov.au/crisisandemergency

Derbarl Yerrigan Health Service Inc. HealthandmedicalsupportforAboriginalpeople, including counselling0894213888(MontoFri:8:30am–7pm; Sat:8:30am–12pm) www.dyhs.org.au

Headspace Supportforyoungadultsaged12–25,and their families. Four core areas: mental health, physical health, work and study support, and alcohol and other drug services

eheadspace:1800650890(7days:9am–12:30amEST).Telephoneandwebchat. www.headspace.org.au (detailsoflocalheadspacecentres)

Kids Helpline Freequalifiedcounsellingserviceforkidsandyoungpeopleagedfiveto251800551800(24/7) www.kidshelpline.com.au

MensLine Australia SupportandinformationforAustralianmen with family and relationship concerns emergency 1300789978(24/7)www.mensline.org.au

QLife Counsellingandreferralserviceforpeoplewho are lesbian, gay, bisexual, trans, and/orintersex(LGBTI)1800184527(7days:3pm–12am) www.qlife.org.au

Wellways Helpline Apeer-lednationalhelplinestaffedbytrainedvolunteerswithpersonalexperience of mental health issues. Mental health information, support and referrals, for people experiencing mental health issues and their family and friends 1300111500(MontoFri:9am–9pmEST)www.wellways.org/helpline

GeneralPractitioners(GPs)canconnectpeopletomentalhealthandalcoholandotherdrugtreatmentandrecoveryresources

© 2019 Mental Health Commission, Government of Western Australia

This publication may be copied in whole or part, with acknowledgement to the Commission.

Additional copies of this document can be downloaded and printed at www.mhc.wa.gov.au

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Mental Health Commission Levels 1 and 2, 1 Nash Street, PERTH WA 6000 PO Box X2299, Perth Business Centre, PERTH WA 6849

T: 08 6553 0600 E: ContactUs@mhc.wa.gov.au

www.mhc.wa.gov.au

@mentalhealthwa

@mentalhealthwa

MentalHealthCommissionofWesternAustralia

MentalHealthCommissionofWesternAustralia