Handling High-Risk Calls

Overview

🕮 Off the shelf (OTS)

This course is designed for professionals who provide frontline or crisis support, including those working in call centres, helplines, healthcare, social services, or community-based mental health settings. It is ideal for individuals who engage directly with clients in emotional distress, especially where suicide risk or severe mental health concerns may be present. The training is suited for both new practitioners seeking foundational knowledge and experienced staff aiming to strengthen their approach in high-pressure scenarios.

A foundational understanding of mental health principles or experience in a support or care-based role is recommended. Participants should be comfortable engaging in discussions around emotional distress and suicide risk.

This essential and practical training equips participants with the knowledge, language, and emotional readiness to support individuals experiencing acute psychological crises. Rooted in compassion and evidence-based best practices, the course helps learners navigate high-risk conversations with clarity, empathy, and professionalism. Emphasis is placed on recognising risk indicators, responding appropriately, and using psychologically safe and stigma-sensitive language. Participants will also explore strategies for maintaining their own wellbeing while offering support.

Course Objectives
• Recognise early warning signs and key risk factors associated with suicidal ideation and acute emotional distress.
• Respond effectively and compassionately to mental health crises, employing de-escalation techniques to reduce immediate risk and utilising referral pathways to ensure appropriate ongoing support.
• Communicate using language and tone that are supportive, non-judgmental, and de-stigmatising, with an emphasis on how nuanced communication can influence an individual’s willingness to seek help and engage with support.
• Create and maintain a psychologically safe environment for individuals in distress by fostering empathy, trust, and emotional safety.
• Recognise professional boundaries and apply self-care practices that are essential for sustainably supporting others in high-stress or emotionally intense contexts.