1. Purpose
This policy sets out how Prior Mindset responds to crisis situations arising during the delivery of online or remote services. A crisis is defined as any situation in which a client presents with, or is reasonably assessed to be at, immediate or serious risk of harm to themselves or others.
The purpose of this policy is to:
protect life, safety, and wellbeing
ensure timely and proportionate responses to risk
clarify roles and responsibilities during crises
support lawful information sharing where risk is present
ensure compliance with safeguarding, data protection, and professional standards
protect both the organisation and practitioners through clear escalation pathways
This policy operates alongside the Safeguarding Policy, Technology and AI Use Policy, Recording and Images Policy, and Confidentiality and Data Protection provisions.
2. Scope
This policy applies to:
all Prior Mindset practitioners, employees, associates, and contractors
all services delivered remotely (video, telephone, or other online platforms)
all clients, including adults, children, and young people
3. Legal, Regulatory and Professional Framework
This policy is informed by and aligned with the following legislation, guidance, and standards:
Children Act 1989 and 2004
Care Act 2014
Working Together to Safeguard Children (statutory guidance)
Mental Capacity Act 2005
Human Rights Act 1998 (Article 2 and Article 8)
Data Protection Act 2018
UK General Data Protection Regulation (UK GDPR)
Common law duty of confidentiality
Information sharing guidance for practitioners
Professional ethical standards applicable to psychological therapy
NHS safeguarding and crisis response guidance (used as best-practice reference)
These frameworks support proportionate information sharing where there is risk of harm and provide legal justification for overriding confidentiality where necessary to protect life.
4. Policy Statement
Client safety is the overriding priority at all times.
Practitioners must act promptly, proportionately, and lawfully when risk is identified.
Confidentiality may be overridden where there is a real or imminent risk of harm.
Actions taken during a crisis must be defensible, documented, and aligned with safeguarding duties.
Practitioners are not expected to manage emergencies alone and must escalate concerns appropriately.
5. Roles and Responsibilities
5.1 All Practitioners
Practitioners must:
confirm the client’s current physical location and emergency contact details at the start of online work
remain alert to verbal, behavioural, and contextual indicators of risk
respond immediately to disclosures or indicators of self-harm, suicide risk, or harm to others
maintain a calm, supportive, and non-judgemental approach
follow the crisis response procedure set out below
record all actions, decisions, and rationales accurately and promptly
seek supervision and debriefing following serious incidents
5.2 Designated Safeguarding Lead (DSL)
The DSL is responsible for:
providing advice and guidance to practitioners during or after crisis situations
supporting decision-making around escalation and information sharing
liaising with statutory safeguarding agencies where required
reviewing incidents to identify learning and system improvements
ensuring safeguarding records are maintained securely
5.3 Management Responsibilities
Management must:
ensure staff receive appropriate safeguarding and crisis-management training
ensure access to supervision and post-incident support
monitor compliance with this policy
review incidents and implement service improvements
6. Crisis Response Procedure
Step 1: Immediate Risk Assessment
Practitioners must:
remain calm and supportive
ask clear, direct questions to assess:
suicidal or homicidal intent
presence of a plan
access to means
immediacy and timeframe
assess protective factors and supports
Risk should be categorised as:
Immediate and life-threatening, or
Serious but not immediate, or
Low but present
Step 2: Maintain Engagement and Safety
Keep the client engaged in conversation wherever possible
Avoid ending the session unless unavoidable
If connection is lost, attempt to re-establish contact immediately
Use known contact details and location information where necessary to support emergency response
Step 3: Emergency Escalation
Where risk is immediate or life-threatening:
Contact emergency services (999) and request police and/or ambulance attendance
Provide the client’s known location and relevant risk information
Inform the client of actions being taken unless doing so would increase risk
Where risk is serious but not immediate:
Encourage contact with local crisis services or NHS 111 (option 2)
Contact the client’s nominated emergency contact where consent exists
Escalate to local authority safeguarding teams where required
For children or adults at risk, referrals must be made to the relevant Local Authority Safeguarding Team in line with statutory guidance.
7. Information Sharing and Confidentiality
Confidentiality may be overridden where there is a lawful and proportionate need to protect the client or others from serious harm.
Information sharing will:
be limited to what is necessary and proportionate
be shared only with relevant emergency or safeguarding agencies
be recorded with clear justification
comply with UK GDPR, Data Protection Act 2018, and safeguarding guidance
8. Recording, Documentation and Audit
All crisis-related actions must be documented in the client record as soon as practicable
Records must be factual, objective, and contemporaneous
Times, dates, agencies contacted, and advice received must be recorded
Safeguarding logs must be updated where applicable
Records are retained in line with organisational retention schedules and statutory guidance.
9. Follow-up and Aftercare
Where clinically appropriate, follow-up contact should be arranged to check wellbeing
Ongoing risk should be reviewed and care plans updated
Clients should be provided with appropriate crisis and support resources
Learning from incidents should inform supervision and service development
10. Self‑Referral to Emergency and Support Services
Prior Mindset is not an emergency or crisis response service. Clients are encouraged to seek urgent or immediate support directly from appropriate statutory or voluntary services if they are experiencing distress, feel unsafe, or are at risk of harm.
The services listed below are provided to support self‑referral and help clients access timely assistance outside of therapy sessions. Accessing these services does not affect a client’s ability to continue therapy with Prior Mindset.
Emergency services
If you or someone else is in immediate danger, contact:
999 (UK emergency services)
112 (alternative emergency number)
These services should be used where there is an immediate risk to life or serious harm.
NHS urgent mental health support
NHS 111 – Mental Health OptionAvailable 24 hours a day. Calling 111 and selecting the mental health option will connect you to your local NHS urgent mental health service.
Local NHS Crisis TeamsAccessible via NHS 111 or local NHS services, providing urgent assessment and support.
Clients are encouraged to remain registered with a UK GP, who may also provide support or referrals when needed.
Voluntary and third-sector support services
The following organisations provide confidential emotional support, advice, and signposting. They are independent of Prior Mindset and can be contacted directly by clients:
Samaritans – 116 123 (24 hours, free)Confidential emotional support for anyone experiencing distress.
Shout Crisis Text Line – Text SHOUT to 85258Free, confidential text-based support available 24/7.
PAPYRUS HOPELINE247 – 0800 068 4141Support for children and young people under 35 experiencing suicidal thoughts, and for those supporting them.
Childline – 0800 1111Confidential support for children and young people under 19.
NSPCC Helpline – 0808 800 5000Advice and support for adults who have concerns about a child’s safety or wellbeing.
Mind Infoline – 0300 123 3393Information, guidance, and signposting to local mental health services.
SSAFA (Soldiers, Sailors, Airmen and Families Association) – 0800 731 4880Practical and emotional support for serving personnel, veterans, and their families.
Combat Stress – 0800 138 1619Specialist mental health support for veterans and former service personnel.
Important notes
These organisations operate independently from Prior Mindset.
Clients may contact any of the above services directly without informing their therapist.
Contacting emergency or support services does not replace therapy but may provide immediate assistance when needed.
If a client is unable to keep themselves safe, they should seek urgent help using the services listed above.
10. Training and Competence
All practitioners must complete safeguarding and crisis management training at induction
Refresher training must be completed at least annually
DSLs must hold enhanced safeguarding training appropriate to their role
11. Review and Governance
This policy will be reviewed annually or sooner if legislation, guidance, or service delivery changes
Compliance will be monitored by the Designated Safeguarding Lead
Updates require approval by the Senior Management Team
12. Policy Ownership
Owned by: Designated Safeguarding LeadApproved by: Senior Management TeamApplies to all Prior Mindset services and staff