Patrons in Crisis

On rare occasions, AskAway service providers may find themselves dealing with a patron in crisis. A patron in crisis may talk about suicide, feelings of distress, or indications of abuse.

Examples

  • "I am going to kill myself"
  • "I am going to KMS" (kill myself)
  • "I want to give up"
  • "My boyfriend punches me"
  • "My father was touching me"

Some of these calls may be pranks, but we should always assume that the call is real and take the situation seriously.

It can be hard to know what to say to someone who appears to be in crisis, particularly in the online environment, where you are unable to see or hear the patron.

While AskAway service providers are not trained counsellors, we can refer patrons to the Suicide Crisis Helpline and the BC Crisis Centre to seek professional help.

 

How to respond to a patron in crisis

The following guidelines are intended to help prepare service providers for the possibility of a crisis call and provide appropriate steps to take in the event of a crisis call.

Treat the crisis call as serious:

  • Always treat suicide or other crisis calls as serious until proven otherwise.

Answer calmly, professionally, and non-judgmentally:

  • Strike a balance between professional and supportive behaviour.

  • If the patron is in trouble, we want to be friendly, supportive, and approachable, as with all of our patrons. However, remain professional and give resources rather than advice. 

Ask questions:

  • Do a reference interview.

    • One or two clarifying questions will determine if they are in crisis or looking for help with a scholarly question (e.g., from a student researching criminology, social work, or psychology). 

  • Ask open-ended questions like "How would you like me to help you?" 

  • If you think someone might be considering suicide, it’s usually better to ask them directly.

Send the Problem – Crisis Lines script:

  • "If you’re having thoughts of suicide, call or text 9-8-8. If you’re experiencing a mental health crisis or want to talk to someone confidentially about a personal issue, call the BC Mental Health Support Line 310-6789 (no area code needed). Help is available 24 hours a day: https://www.crisiscentre.bc.ca/"
  • Type crisis in LibraryH3lp to bring this script up quickly using the typeahead feature.

Avoid providing institution-specific information unless it is requested:

  • Providing links to institution-specific information may actually cause more harm than good if there is any question as to the patron's affiliation or location, or the accuracy/currency of the information you are sending. 

  • Sending the national and provincial information via the Problem - Crisis Lines script will give the patron immediate access to help no matter where they are.

Don't be afraid to let them know you are listening and acknowledge their pain:

  • You can use variations of the statements below as a way to open a dialog in which you can make a referral:

    • I'm glad you connected with me today.

    • That must be so hard. How can I help?

    • I'll do my best to get the information you need.

    • Let's work together to figure something out.

    • I want to help you.

    • It makes me sad to hear that.

    • I might have resources to help you. 

If it’s an emergency, call 911:

  • If you feel that the person is a real danger to themselves or others, you may ask for their contact information so you can alert the authorities to their situation. For example, if you think the person has already tried to seriously hurt themselves or end their life, please call 9-1-1 right away.  

  • Do whatever you feel you need to do in an emergency situation, don't worry about policies in that case!

Follow-up and take care of yourself:

  • Take care of yourself and reach out for support following a crisis call. You can contact the Suicide Crisis Helpline at any time for advice and support. Call or text 9-8-8.

 

About the Suicide Crisis Helpline (9-8-8)

The 9-8-8 Suicide Crisis Helpline follows a network model with partners across Canada. When you call or text 9-8-8, you reach a responder at one of nearly 40 local, provincial and territorial, and national crisis lines, who co-deliver the service. 9-8-8 is available 24 hours a day, every day of the year.

About the BC Crisis Centre

The BC Crisis Centre provides immediate, barrier-free, confidential support through 24/7 phone lines and online services. Responders have received over 100 hours of training. They provide emotional support through risk assessment, collaborative safety planning, and short-term follow-up by phone. They also engage emergency services as needed. In general, they want to create connection and help people feel less alone with whatever they are dealing with. If someone is in crisis, distress, or having thoughts of suicide, help is available. They answer calls from a variety of services including 9-8-8 and 310-6789.