When a crisis happens in your workplace you can turn to us for assistance in managing the fallout. Our response model distinguishes between individual crisis counselling, a planned team defuse and critical incidents.
Individual crisis counselling is handled through our
EAP service and involves immediate support by phone and face to face follow-up support where required.
General defusing is provided through our
Mental Health and Wellbeing consulting service. It is planned in advance, although we may be able to conduct a general defusing on relatively short notice. This is useful following announcements of major organisational change or restructure or in situations where a team is experiencing challenging behaviour from a colleague or client.
Critical Incidents are unplanned events, usually occurring in or around the workplace, that impact on a team or individual. Critical Incidents can include robberies, fatalities, assault, major accidents or natural disasters.
When you call our 1300 number, night or day, your call is assigned to a Rapid Response Senior Consultant to be triaged, to work with you to develop a critical incident plan and provide you with information and immediate strategies to best support your people until our Consultant arrives onsite. If the event is a mass disaster or is still unfolding, we mobilise a team and project manage the response centrally.
Within 2 hours (in metro areas) to 24 hours (remote locations) we can have a consultant onsite to support your team with psychological first aid. While we are geared up to mobilise this fast, our experience is that the optimal critical response time is not always 2 hours. Where an incident has happened at 1am, for example, it can be much better for someone’s recovery for them to have a brief phone conversation with a consultant, get safely home as quickly as possible, sleep and then meet face to face with a consultant the next morning. Our consultants discuss this with the referring manager during the initial notification of the incident and together they plan an appropriate response time.