1. Purpose
This policy sets out how Prior Mindset practitioners must respond to a crisis during online or remote sessions. A “crisis” is defined as any situation where a client expresses intent to harm themselves, harm others, or is otherwise at immediate risk of significant harm. The policy ensures consistent, safe, and legally compliant action in line with safeguarding legislation, professional ethical codes, and the duty of care owed to clients.
2. Scope
This policy applies to all:
Prior Mindset practitioners, staff, contractors, and associates.
All services provided remotely (video, telephone, or other online platforms).
All adult and child clients.
3. Policy Statement
Client safety is the overriding priority in a crisis situation.
Practitioners must act promptly, proportionately, and lawfully to protect life and wellbeing.
Practitioners must balance confidentiality with the duty to act where there is imminent risk of harm.
4. Responsibilities
All Practitioners
Verify the client’s location and emergency contact details at the start of each online session.
Remain alert to verbal and non-verbal indicators of crisis.
Respond immediately to disclosures or behaviours that suggest imminent risk.
Record all actions factually and accurately in client notes within 24 hours.
Designated Safeguarding Lead (DSL)
Provides guidance to practitioners during or after a crisis.
Liaises with statutory safeguarding authorities where required.
Reviews crisis incidents to identify lessons learned.
Management
Ensures staff receive annual training in crisis management, suicide prevention, and safeguarding.
Provides access to supervision and debrief support for staff following incidents.
5. Crisis Response Procedure
Step 1: Immediate Risk Assessment
Stay calm and adopt a supportive, non-judgemental tone.
Ask clear, direct questions to assess risk (e.g. intent, plan, means, timeframe).
Determine whether risk is immediate and life-threatening or serious but not immediate.
Step 2: Maintain Client Engagement
Keep the client engaged in conversation while support is arranged.
Do not end the call unless unavoidable (e.g. technical failure).
If connection drops, immediately attempt to reconnect and contact emergency services using the client’s known location if needed.
Step 3: Activate Emergency Protocols
If risk is immediate:
Call 999 and request police/ambulance to attend the client’s location.
Inform the client of your actions, unless doing so would escalate risk.
If risk is serious but not immediate:
Contact the client’s nominated emergency contact (if consented).
Escalate to local Mental Health Crisis Team or GP.
Where children or vulnerable adults are involved, escalate to the Local Authority Safeguarding Team.
Step 4: Escalation and Reporting
Notify the DSL as soon as practicable.
Record the incident factually in the safeguarding log and client record.
If statutory agencies are involved, document names, times, and advice given.
6. Information Sharing
Practitioners may override confidentiality where there is risk of serious harm to the client or others.
Information will only be shared with relevant emergency responders, safeguarding authorities, or nominated contacts.
All disclosures must be recorded with justification for why information was shared.
7. Follow-Up Actions
The practitioner must arrange follow-up contact (where safe and appropriate) to check on the client’s wellbeing.
The DSL will review the incident and, where needed, update safeguarding and risk management protocols.
Clients will be offered signposting to crisis helplines (e.g. Samaritans, NHS 111 option 2, local crisis services).
8. Training
All practitioners must complete crisis management and suicide prevention training at induction and at least annually thereafter.
DSL must hold Level 3 safeguarding training with crisis management modules.
9. Policy Ownership
Owned by: Designated Safeguarding Lead
Approved by: Senior Management Team
Applies across all Prior Mindset services.