If a child is in immediate danger or risk of harm you must act, and a delegate must call 000. If you have concerns about a child’s safety, conduct the risk and referral process.
If a customer is harming themself or someone else right now you must act, and a delegate must immediately call Triple Zero (000).
This document outlines what all Services Australia staff need to do when a customer talks about suicide or harm to themselves or others. Some customers may talk openly about their thoughts of suicide or self-harm, while others may make less direct statements or provide nonverbal cues. It is important agency staff show compassion to people experiencing distress and refer them for support.
Note: it is acknowledged that each interaction with a customer talking about suicide or self-harm or harm to others is different. Therefore, Service Officers must follow the steps outlined below to the best of their ability. If unable to follow the steps in order because of the customer’s presentation and needs, the Service Officer is expected to undertake each action in an order that best meets the needs of the customer or others, to make sure they are safe.
Centrelink and Medicare
On this page:
Customer contacts by phone including smart centres
Customer contacts via a service centre
Customer contacts via Payments and Integrity
Customer contacts via correspondence
Customer contacts using Personalised Services
Customer contacts Service Officer working in the community
Incident reporting and staff support after a difficult situation
Releasing information in the public interest
Customer contacts by phone including smart centres
Table 1: this table describes the steps for referral when customers talk about suicide or self-harm harm on the phone.
Expand tableStep | Action |
1 | A customer talks about suicide or harming themselves
Remain calm: - listen carefully and do not dismiss any information they share
- allow the customer time to express themselves
- say 'I would like to connect you to a social worker' then:
- for an interpreter, phone an 'on demand' interpreter then go to Step 2. For contact details, see Language Services
- if the customer ends the call before they can be transferred to a social worker or says they do not want to speak to a social worker, go to Step 3
- if the call is after 5pm in the customer’s local time zone, go to Step 4
- for all other customers, go to Step 2
If the Malicious Call Handling (MCH) button is available, follow the Malicious call trace process before the caller ends the call. Note: Not all statements about suicide or self-harm are obvious or direct. See the Resources page for: |
2 | Refer the customer to Social Work Services
Warm transfer the call to a social worker on the Social Work Line. - Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
- If the warm transfer is successful, the social worker will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support
- If no social workers are available:
- go to Step 5, following the in-queue message telling the service officer to consult a Team Leader to determine next steps
- if the customer is overseas, go to Step 5
- all other customers, go to Step 4
|
3 | Customer ends the call or declines social work referral
Consult with a social worker on the Social Work Line, who will help determine next steps and attempt to re-contact the customer if appropriate: - Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
- If the social worker:
- successfully contacts the customer, they will conduct a risk assessment and professional intervention. This includes releasing information, if required. Go to Table 7 for incident reporting
- is unable to contact the customer, they will promptly advise the Service Officer and their Team Leader of the unsuccessful outbound contact. The Service Officer’s Team Leader will undertake a release of information, if required. Go to Step 5
- assesses that social work contact is not required or not appropriate, they will advise the Service Officer to notify and discuss next steps with a Team Leader. Go to Step 5
- is unavailable, an in-queue message will play advising the Service Officer to contact a Team Leader to determine next steps. Go to Step 5
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4 | Consider transferring to Triple Zero (000)
Ask the customer for consent to contact police or ambulance by calling Triple Zero (000). Does the customer consent? - Yes, ask them for:
- their location
- phone number, and
- their consent to share this information with police or ambulance
- When transferring the call to police or ambulance, give the customer’s location and phone number. See Table 7 for incident reporting
- No, go to Step 5
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5 | Escalate to Team Leader/Manager
Notify a Team Leader or Manager of any interaction involving warning signs or statements about suicide or self-harm. Contact a Team Leader or Manager immediately to consider a release of information or other steps if a customer may be at risk of suicide or self-harm and: - a social worker is unavailable, and the customer declines a referral to police or ambulance (or withholds consent to release their location and phone number), or
- the customer ends the call before they can be warm transferred to a social worker or does not want to talk to a social worker, and
- a social worker is unavailable to help determine next steps or assesses that social work contact is not required or not appropriate
For incident follow-up: See Table 7. Team Leaders and Managers: See Table 8. |
Customer contacts via a service centre
Table 2: this table describes the steps for referral when customers are talking about suicide or harming themselves when contacting a service centre.
Expand tableStep | Action |
1 | A customer talks about suicide or harming themselves
Remain calm: - listen carefully and don’t dismiss any information that they share
- allow the customer time to express themselves
- say 'I would like to connect you to a social worker', then:
- for an interpreter, phone an 'on demand' interpreter. See Language Services for contact details. Go to Step 2
- if the customer leaves the service centre before they can be referred to a social worker or says they do not want to speak to a social worker, go to Step 3 to consult with a social worker to determine next steps
- for all other customers, go to Step 2
Note: Not all statements about suicide or self-harm are obvious or direct. See the Resources page for: |
2 | Refer the customer to Social Work Services
Contact the service centre social worker and ask them to see the customer immediately. If a social worker is unavailable onsite: Connect the customer to another social worker, using a phone in a private area. This may be: - another social worker in the area - follow local arrangements
- a social worker from the Social Work Line by warm transfer:
- using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
If the warm transfer is successful, the social worker will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support If the customer cannot be referred to a social worker by phone because: - there is no social worker available:
- an in-queue message will play telling the service officer to consult a Team Leader to determine next steps
- go to Step 4
- it is after 5pm in the customer’s local time zone, go to Step 4
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3 | Customer leaves the service centre or declines social work referral
Consult with a social worker, who will help determine next steps and attempt to re-contact the customer if appropriate. Contact: - the onsite social worker if available, or
- a Social Work Line social worker:
- using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - choose 'option 1' from the IVR list for priority access to a social worker
If the social worker: - successfully contacts the customer, they will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting
- is unable to contact the customer, they will promptly advise the Service Officer and their Team Leader of the unsuccessful outbound contact. The Service Officer’s Team Leader will undertake a release of information, if required. Go to Step 4
- assesses that social work contact is not required or not appropriate, they will advise the Service Officer to notify and discuss next steps with a Team Leader. Go to Step 4
- is unavailable on the Social Work Line, an in-queue message will play advising the Service Officer to consult a Team Leader to determine next steps. Go to Step 4
|
4 | Escalate to Team Leader/Manager
Notify a Team Leader or Manager of any interaction involving warning signs or statements about suicide or self-harm. Contact a Team Leader or Manager immediately to consider a release of information or other steps if a customer may be at risk of suicide or self-harm and: - a social worker is unavailable, or
- the customer leaves the service centre before they can be referred to a social worker or says they do not want to speak with a social worker, and
- a social worker is unavailable to help determine next steps or assesses that social work contact is not required
For incident follow-up: See Table 7. Team Leaders/Managers: See Table 8. |
Customer contacts via Payments and Integrity
Table 3: Procedures for Payments and Integrity Group staff assisting customers who may be at risk of suicide or self-harm.
Expand tableStep | Action |
1 | A customer talks about suicide or harming themselves
Remain calm: - listen carefully and don’t dismiss any information that they share
- allow the customer time to express themselves
- say 'I would like to connect you to a social worker', then
- for an interpreter, phone an 'on demand' interpreter. See Language Services for contact details. Go to Step 2
- if the customer ends the call before they can be referred to a social worker or says they do not want to speak to a social worker, go to Step 3 to consult with a social worker to determine the next steps
- for all other customers, go to Step 2
If the Malicious Call Handling (MCH) button is available, follow the Malicious call trace process before the caller ends the call. Note: Not all statements about suicide or self-harm are obvious or direct. See the Resources page for: |
2 | Refer the customer to Social Work Services
Attempt to contact a Payment and Integrity Group (P&I) social worker. Use the contacts list on Office Locator (code BSW). If a P&I social worker is unavailable, warm transfer the customer to a social worker from the Social Work Line: - Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
- If the warm transfer is successful, the social worker will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support
- If the customer cannot be referred to a social worker because:
- there is no social worker available:
- an in-queue message will play advising the Service Officer to consult a Team Leader to determine next steps
- go to Step 4
- it is after 5pm in the customer’s local time zone, go to Step 4
|
3 | Customer ends the call or declines social work referral
Consult with a social worker, who will help determine next steps and attempt to re-contact the customer if appropriate. Contact a: - Payment and Integrity Group (P&I) social worker, if available. Use the contacts list on Office Locator (code BSW), or
- Social Work Line social worker:
- Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
If the social worker: - successfully contacts the customer, they will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting
- is unable to contact the customer, they will promptly advise the Service Officer and their Team Leader of the unsuccessful outbound contact. The Service Officer's Team Leader will undertake a release of information, if required. Go to Step 4
- assesses that social work contact is not required or not appropriate, they will advise the Service Officer to notify and discuss next steps with a Team Leader. Go to Step 4
- is unavailable on the Social Work Line, an in-queue message will play advising the Service Officer to consult a Team Leader to determine next steps. Go to Step 4
|
4 | Escalate to Team Leader/Manager
If the Service Officer is delegated to release information in the public interest, for example an Authorised Review Officer, and has followed the previous steps, see Table 8. All other Service Officers: - Notify a Team Leader or Manager of any interaction involving warning signs or statements about suicide or self-harm
- Contact a Team Leader or Manager immediately to consider a release of information or other steps if a customer may be at risk of suicide or self-harm and:
- a social worker is unavailable, or
- the customer ends the call before they can be referred to a social worker or says they do not want to speak with a social worker, and
- a social worker is unavailable to help determine next steps or assesses that social work contact is not required
Note: if the customer ends the call before they are referred to a social worker or says they do not want to speak with a social worker, service officers should still consult with a social worker about the next steps. For incident follow-up: See Table 7. Team Leaders/Managers: See Table 8. |
Customer contacts using Personalised Services
Table 4: This table is for personalised services staff helping customers at risk of suicide or self-harm.
Expand tableStep | Action |
1 | A customer talks about suicide or harming themselves
Staff must remain calm: - Listen carefully and do not dismiss any details they share
- Allow the customer time to express themselves
- Tell the customer you would like to connect them to a social worker:
- for an interpreter, phone an on demand interpreter then go to Step 2 to refer to a social worker. For interpreter contact details, see Language Services
- if the customer ends the call before the social work referral or does not want to speak to a social worker, go to Step 3 and consult with a social worker to determine next steps
- If the customer demonstrates aggressive or threatening behaviour and based on previously documented interactions, deescalation is:
- possible, refer to a social worker
- unlikely and there is an imminent risk to safety, an immediate release of information to Triple Zero (000) is required. Go to Step 4 to consult with a Team Leader
- For incident reporting and staff support, go to Table 7
- For staff who are delegated to release information in the public interest and determine an immediate release of information is required, go to Table 8
- For all other customers, go to Step 2
If the Malicious Call Handling (MCH) button is available, follow the Malicious call trace procedures in these circumstances before the caller ends the call. Note: Not all statements about suicide or self-harm are obvious or direct. See the Resources page for: |
2 | Refer the customer to Social Work Services
Warm transfer the call to a social worker on the Social Work Line: - Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Staff unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
- If the warm transfer is successful, the social worker will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support
- If the customer cannot be referred to a social worker because:
- there is no social worker available:
- an in-queue message will play advising the Service Officer to consult a Team Leader to determine next steps
- go to Step 4
- it is after 5pm in the customer’s local time zone, go to Step 4
|
3 | Customer ends the call or declines social work referral
Consult with a social worker on the Social Work Line. The social worker will determine next steps and attempt to re-contact the customer if appropriate: - Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
If the social worker: - successfully contacts the customer, they will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support
- is unable to contact the customer, they will tell the Service Officer and their Team Leader of the unsuccessful outbound contact. The Team Leader will help determine next steps and undertake a release of information, if required. Go to Step 4
- assesses that social work contact is not required or not appropriate, they will tell the Service Officer to discuss next steps with a Team Leader. Go to Step 4
- is unavailable on the Social Work Line, an in-queue message will play telling staff to consult a Team Leader to determine next steps. Go to Step 4
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4 | Escalate to Team Leader/Manager
If the Service Officer is delegated to release information in the public interest and determines this is required, see Table 8. All other Service Officers: - Tell a Team Leader or Manager of any interaction involving warning signs or statements about suicide or self-harm for support
- Contact a Team Leader or Manager immediately to consider a release of information or other steps if a customer may be at risk of suicide or self-harm and a social worker was consulted who:
- could not contact the customer, or
- determined customer contact was not required
For incident follow-up See Table 7. Team Leaders and Managers See Table 8. |
Customer contacts via correspondence
Table 5: this table describes the steps for referral when customers write about suicide or harming themselves in correspondence sent to the agency.
Expand tableStep | Action |
1 | Refer the correspondence to Social Work Services
For overseas customers, go to Step 2. For customers in Australia, contact the Social Work Line: - Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
If the social worker: - successfully contacts the customer, they will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support
- is unable to contact the customer, they will tell the Service Officer and their Team Leader of the unsuccessful outbound contact. The Team Leader will help determine next steps and undertake a release of information, if required. Go to Step 4
- assesses that social work contact is not required or not appropriate, they will tell the Service Officer to discuss next steps with a Team Leader. Go to Step 4
- is unavailable on the Social Work Line, an in-queue message will play telling staff to consult a Team Leader to determine next steps. Go to Step 4
If the correspondence is received after 5pm in the customer’s local time zone, consult a Team Leader to determine next steps. For incident follow-up See Table 7. Team Leaders and Managers See Table 8. |
2 | Customer is overseas
Contact the Social Work Line: - Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Service officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
- If the social worker:
- successfully contacts the customer, they will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support
- is unable to contact the customer, they will tell the Service Officer and their Team Leader of the unsuccessful outbound contact. The Team Leader will help determine next steps and undertake a release of information, if required. Go to Step 4
- assesses that social work contact is not required or not appropriate, they will tell the Service Officer to discuss next steps with a Team Leader. Go to Step 4
- is unavailable on the Social Work Line, an in-queue message will play telling staff to consult a Team Leader to determine next steps. Go to Step 4
- If a Team Leader determines that a release of information in the public interest is required, delegated staff can request a welfare check by contacting the Department of Foreign Affairs and Trade (DFAT) 24-hour consular emergency helpline on 1300 555 135. Staff should follow Escalation Procedures
If the correspondence is received after 5pm in the customer’s local time zone, consult a Team Leader to determine next steps. For incident follow-up See Table 7. Team Leaders and Managers See Table 8. |
Customer contacts Service Officer working in the community
Table 6: this table describes the steps for referral when customers are talking about suicide or harming themselves when a Service Officer is providing services in the community.
Expand tableStep | Action |
1 | A customer talks about suicide or harming themselves
Remain calm: - listen carefully and don’t dismiss any information they share
- allow the customer time to express themselves
- say 'I would like to connect you to a social worker'
For an interpreter, phone an 'on demand' interpreter. For contact details, see Language Services. Note: See the Resources page for a link to the Suicide Awareness – Supporting Customer Response Model. |
2 | Refer the customer to Social Work Services
If the customer may be at risk of harm: - contact the local service centre social worker using local arrangements:
- ask the social worker to contact the customer immediately. Make sure the phone number for the customer is correct
- stay with the customer to make sure they successfully connect with the social worker, or
- if a local social worker is not available, warm refer the customer to a social worker on the Social Work Line:
- Using CXone Agent Workspace / Services Australia Workspace, select Social Work All Master Programs
- Staff unable to use Services Australia Workspace can warm transfer customers to the Social Work Line - 02 8566 5858
Note: this is for internal use only and must not be given to a customer or third party. - Choose 'option 1' from the IVR list for priority access to a social worker
- If the warm transfer is successful, the social worker will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Table 7 for incident reporting and staff support
No social workers available, customer declines the referral or call occurs outside business hours: - with the customer’s consent, if they have a mobile phone help the customer to contact police or ambulance by calling Triple Zero (000)
- if a social worker is not available and contacting police or ambulance is not possible or the customer does not consent to a referral, go to Step 3
- if the referral to police or ambulance is completed, see Table 7 for incident reporting and staff support
|
3 | Consider release of information
- Staff should consider release of information to Triple Zero (000) if they have delegation. See the Resources page for where to find more about releasing information for suicide or self-harm, including a link to the Delegations Register
- Staff without delegation to release information should immediately contact a Team Leader or Manager
For more information, see Table 8. |
Incident reporting and staff support after a difficult situation
Table 7: this table describes how to report incidents and get support after a difficult situation.
Expand tableStep | Action |
1 | Incident reporting
Staff must document a customer incident using the Customer Incident Management System (CIMS). Each program area in Services Australia may have additional ways of recording incidents involving a customer giving warning signs or making statements about suicide, self-harm or harm to others, particularly if they include customer aggression. See Customer aggression - Reporting and recording incidents for requirements for each program. Information recorded on a customer record should adhere to Online Document Recording (ODR) standards. |
2 | Update customer record
Update the customer's record to reflect the customer’s circumstances. This includes identifying any vulnerabilities the customer may have disclosed. See Identifying customer vulnerability and risk issues. |
3 | Getting support after a difficult situation
Contact with customers talking about suicide or self-harm can be distressing and it is normal to have a physical or emotional response. Staff affected by a difficult situation should speak to a Team Leader or Manager who can provide support and discuss if a report in OurSafety should be completed. See Resources page for links to: - Employee assistance program intranet page for information to support employees. This includes contact details for the Employee Assistance Program (EAP)
- Health and Safety intranet pages, which support the Work Health and Safety Policy and provide practical advice on how to implement it. The intention is to provide a self-service function for all managers, employees, health and safety representatives (HSR) and members of Health and Safety committees. This includes when to report in OurSafety where a staff member has been impacted by an incident
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Releasing information in the public interest
Table 8: information for Team Leaders, Managers or other delegation holders who are releasing information in the public interest.
Expand tableStep | Action |
1 | Customer in Australia - releasing information in the public interest - Urgent
Centrelink - Some staff, including Service Managers, Team Leaders, Service Support Managers, Assessors (APS6), Authorised Review Officers and Social Workers (APS5 and above), have delegation to release information if it is necessary to prevent or lessen a threat to the life, health or welfare of a person to relevant authority
- Delegated staff can request a welfare check from police or ambulance services by contacting Triple Zero (000)
- Record any release of information in the public interest in the Release of Information form
Medicare - Some staff, including Service Managers and Team Leaders, have delegation to release information to prevent or lessen a serious or imminent threat to life or health of an individual to a relevant authority
- Delegated staff can request a welfare check from police or ambulance services by contacting Triple Zero (000)
- Record any release of information in the public interest in the Release of Information form
If emergency services advise they will not complete a welfare check, document the reason given by emergency services in the incident documentation. Consult your Team Leader if there are still concerns. See the Resources page for a link to the Delegations Register. Note: if harm is already occurring or a customer or another person is in immediate danger, all staff have a duty to act immediately to alert a delegate to call Triple Zero (000) without delay. If the customer is overseas, go to Step 2. |
2 | Customer overseas - releasing information in the public interest - Urgent Centrelink
- Some staff, including Service Managers, Team Leaders, Service Support Managers, Assessors (APS6), Authorised Review Officers and Social Workers (APS5 and above), have delegation to release information if it is necessary to prevent or lessen a threat to the life, health or welfare of a person to relevant authority
- Delegated staff can request a welfare check by contacting the Department of Foreign Affairs and Trade (DFAT) 24-hour consular emergency helpline on 1300 555 135
- Staff should follow Escalation Procedures
- Record any release of information in the public interest on the Release of Information form
Medicare
- Some staff, including Service Managers and Team Leaders, have delegation to release information to prevent or lessen a serious or imminent threat to life or health of an individual to a relevant authority
- Delegated staff can request a welfare check by contacting the Department of Foreign Affairs and Trade (DFAT) 24-hour consular emergency helpline on 1300 555 135
- Staff should follow Escalation Procedures
- Record any release of information in the public interest in the Release of Information form
See the Resources page for a link to the Delegations Register. See the Resources page for a link to Our embassies and consulates overseas if the Team Leader wants to refer directly to the Australian embassy in the country the customer is located. See Calling a customer or returning a customer's call for information about international calls. |
Child Support
Customer talks about suicide or harm to themselves or others
Table 1: this table describes the steps for referral when customers are talking about suicide or harming themselves when they have contact with Child Support.
Expand tableStep | Action |
1 | Customer talks about suicide or harm to themselves or others
Remain calm: - listen carefully and do not dismiss any information they share
- allow the customer time to express themselves
- do not stop listening or end the call until support is established
- if the customer is on the phone, go to Step 2
If the statement is in writing, contact the customer immediately by phone to clarify the statement. Treat verbal and written statements with the same urgency: Select the Malicious Call Handling (MCH) button. Follow the Malicious Call Trace Procedures. Note: Not all statements about suicide or self-harm are obvious or direct. See the Resources page for: Staff must record all incidents in the Customer Incident Management System (CIMS) where a customer discloses or presents with suicidal or self-harm concerns, or threats to harm others. |
2 | Clarify the statement
If a customer makes a statement about suicide, harm to themselves, or others: - clarify the statement and ask the caller if they are talking about harming themselves or another person
- ask directly what they are considering
- for suggested questions, see Asking a customer if they are thinking about suicide or self-harm on the Resources page
- do not ask a customer to retract or withdraw their statement
If the customer indicates they are: Note: If staff remain unsure about the customer’s intention, go to Step 3 to talk with a social worker. |
3 | At risk of suicide or self-harm
Warm transfer the call to a social worker on the Social Work Line. - Tell the customer 'I would like to connect you to a social worker' then:
- for an interpreter, phone an on demand interpreter. For interpreter contact details, see Language Services
- Using Services Australia Workspace, select Social Work All Master Program
- Service Officers unable to use Services Australia Workspace may warm transfer customers to the Social Work Line on 02 8566 5858.
Note this is for internal use only and staff must not give it to a customer or third party. - Choose ‘Option 1’ from the IVR list for priority access to a social worker
- Stay on the line and complete a handover case discussion with the social worker. Most social workers cannot access CUBA and will need to confirm customer details
- The social worker will conduct a risk assessment and professional intervention. This includes releasing information in the public interest, if required. Go to Step 8 for incident reporting and staff support
- If no social workers are available, go to Step 9 following the in-queue message telling the Service Officer to consult with a Team Leader to determine next steps
If the customer: - makes a statement that they may or will harm another person, go to Step 4
- ends the call before they can be transferred to a social worker or says they do not want to speak to a social worker, go to Step 7 to consult with a social worker and determine next steps
- contacts after 5pm in the customer’s local time zone, immediately contact a Team Leader to consider a release of information. Go to step 9
- makes a statement in writing and cannot be contacted, go to Step 7 to consult with a social worker to determine next steps
- contacts via Personalised Services, go to Step 6
- cannot be referred because no social workers are available:
- go to Step 9 following the in-queue message telling staff to consult a Team Leader to determine next steps
See Customer referral guidelines, Social workers. |
4 | At risk of harming another person
The customer makes a statement about harming another person: - stay calm
- clarify the statement and ask the caller if they are intending to harm another person
- ask directly who they intend to harm
- ask directly what actions they are considering
If the customer continues to state they will harm another person, go to Step 9 to consult a Team Leader and determine the next steps. This may include a: - warm transfer to the Team Leader
- release of information to Triple Zero (000)
- a referral to a social worker
A social worker or Social Work Support Manager may contact the other parent(s) to advise of the risk and offer support and information related to family violence. If the customer clarifies they do not intend to harm another person, or that it was a general statement and: - there is no known AVO or DVO in place, go to Step 5
- it is known an AVO or DVO is in place:
- Discuss the statement with the Team Leader
- Document the statement in the Client Profile window
- Record an incident in the Customer Incident Management System (CIMS)
- The Team Leader will complete a release of information under the public interest to Triple Zero (000) and notify the police of the statement, even if the customer says they will not harm the other person. The Team Leader will consult with a social worker who may contact the other parent(s) to advise of the risk and offer support and information related to family violence
See Customer aggression – Reporting and recording incidents for more details about escalating and reporting a statement of harm. If the customer has concerns about their safety in pursuing child support or would like social work support, staff must consider a referral to a social worker. |
5 | Not at risk of suicide, self-harm or harm to others
If the customer says they are not at risk of suicide and not at risk of harm to themselves or others, continue with the call and: - offer appropriate referrals
- check back in with the customer as the call is ending to make sure they are not considering harm
In real time or immediately following the call: After the call: - If a statement of harm was made against another person, go to Step 4
- Discuss the incident with a Team Leader and tell them the customer said they are not at risk of suicide or harm to themselves or others
- Document the statement in the Client Profile window
- Record an incident in the CIMS
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6 | Customer contacts via Personalised Services
Warm transfer the customer to the Social Work Line: - Using Services Australia Workspace, select Social Work All Master Program
- Service Officers unable to use Services Australia Workspace may warm transfer customers to the Social Work Line on 02 8566 5858.
Note: this is for internal use only and staff must not give it to a customer or third party. - Choose ‘Option 1’ from the IVR list for priority access to a social worker
- Stay on the line and complete a handover case discussion with the social worker. Most social workers cannot access CUBA and will need to confirm customer details
- If a statement of harm is made against another person, go to Step 4
- If the customer demonstrates aggressive or threatening behaviour and based on previously documented interactions, deescalation is:
- possible, refer to a social worker
- unlikely and there is an imminent risk to safety, an immediate release of information to Triple Zero (000) is required. Go to Step 4 to consult with a Team Leader
- For incident reporting and staff support, go to Step 8
- Staff who are delegated to release information in the public interest and determine an immediate release of information is required, go to Step 11
If no social workers are available, go to Step 9 following the in-queue message telling staff to consult a Team Leader to determine next steps. See Customer aggression – Reporting and recording incidents for more information about escalating and reporting a statement of harm. |
7 | Customer ends the call or declines social work referral
Consult with a social worker on the Social Work Line, who will help determine next steps and attempt to re-contact the customer if appropriate: - Using Services Australia Workspace, select Social Work All Master Program
- Service Officers unable to use Services Australia Workspace may warm transfer customers to the Social Work Line on 02 8566 5858.
Note this is for internal use only and staff must not give it to a customer or third party. - Choose ‘Option 1’ from the IVR list for priority access to a social worker
- If the social worker:
- successfully contacts the customer, they will conduct a risk assessment and professional intervention. This includes releasing information, if required. Go to Step 8 for incident reporting and staff support
- is unable to contact the customer, they will promptly advise the Service Officer and their Team Leader of the unsuccessful outbound contact. The Service Officer’s Team Leader will undertake a release of information, if required. Go to Step 8 for incident reporting and staff support
- assesses that social work contact is not required or not appropriate, they will advise the Service Officer to notify and discuss next steps with a Team Leader. Go to Step 9
- is unavailable, an in-queue message will play advising the Service Officer to consult a Team Leader to determine next steps. Go to Step 9
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8 | Incident Reporting and Staff Support
Immediately: - add a Sensitive Issue Indicator
- document the statement in the Client Profile window
- record an incident in CIMS
- finalise all documentation
- create a report in Our Safety if injured or impacted by the incident
Getting support after a difficult situation Contact with customers talking about suicide or self-harm can be distressing and it is normal to have a physical or emotional response. Staff affected by a difficult situation should speak to a Team Leader or Manager who can give support and discuss if a report in OurSafety should be completed. See the Resources page for links to: - Employee assistance program intranet page for information to support employees. This includes contact details for the Employee Assistance Program (EAP)
- Health and Safety intranet pages, which support the Work Health and Safety Policy and provide practical advice on how to implement it. It provides a self-service function for all managers, employees, health and safety representatives (HSR) and members of Health and Safety committees. This includes when to report in OurSafety where a staff member has been impacted by an incident
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9 | Team Leader/Manager actions
If the customer is still on the phone, take over the call. This is unless it is more appropriate for the Service Officer to stay on the line with the customer while the Team Leader undertakes a release of information, if required. Determine if the customer has indicated they will or will not act on their thoughts of suicide or harm to themselves or others. If the customer is no longer on the phone, and a social worker was unavailable, try to call the customer. If able to contact the customer: - Explain the reason for the call
- Clarify the customer's statement
- If the customer advises they will not act on their thoughts of suicide or harm to themselves or others, see Step 5
Consult with a social worker if there is: - Indicators of family and domestic violence
- Threats made to the other parent(s)
Contact the Triple Zero (000) service Contact the police or ambulance service by calling Triple Zero (000) and request a welfare check if: - the customer confirms they may or will suicide or harm themselves or others
- there is a known AVO/DVO in place, even if the customer advises they will not harm the other person
- the customer is uncontactable, or
- the customer advises they will not act on their thoughts, but there is still significant concern for their welfare or the welfare of others
Customers overseas Delegated staff can contact the Department of Foreign Affairs and Trade (DFAT) 24-hour consular emergency helpline on 1300 555 135 to request a welfare check if the customer: - makes a statement about suicide or harm (to self or others)
- is overseas, and
- cannot be contacted by phone to clarify their statement
Customer is incarcerated If an incarcerated customer makes a statement of harm (to self or others), contact the caller's correctional facility to report it. Do not call the police. See Lists of correctional facilities and contact details in Incarcerated customers. |
10 | Team Leader/Manager finalisation
Regardless of the outcome, immediately: - Document actions taken in the Client Profile window
- Check that the Sensitive Issue Indicator has been added by the Service Officer
- Check and update the manager notes in the CIMS incident completed by the Service Officer
- complete the release of information form if customer information was released to a third party, for example emergency services
- Determine the most appropriate actions and next steps (including if escalation is required)
- Consider if a referral to a specialised area is appropriate for the customer, for example Personalised Services. See Customer referral guidelines
- Discuss and review the incident with the Service Officer:
- if the Service Officer or Team Leader/Manager needs support, contact the Employee Assistance Program (EAP)
- make sure the Service Officer completes a report in OurSafety if injured or impacted by the incident
- discuss with a social worker if a Service Officer is distressed or needs support following a call involving risk of suicide
- Finalise the incident
Note: Each program area in Services Australia has their own way of recording incidents involving a customer giving warning signs or making statements about suicide, self-harm or harm to others, particularly if they include customer aggression. See Customer aggression – Reporting and recording incidents requirements for each program. |
11 | Releasing information in the public interest
Service Managers, Team Leaders, Service Support Managers and Social Workers (APS6 and above), have delegation to release information if it is necessary to prevent or lessen a threat to the life, health or welfare of a person to relevant authority. Delegated staff can request a police or ambulance welfare check by contacting Triple Zero (000). Record any release of information in the public interest on the Release of Information form. If emergency services say they will not be completing a welfare check, document the reason given by emergency services in your incident documentation. If staff still have concerns, they should consult their Team Leader or Manager. Note: - If harm is already occurring or where a customer or another person is in immediate danger, all staff have a duty to act immediately to alert a delegate to call Triple Zero (000) without delay
- If contact and release of information with the police is made, Team Leader referral to Personalised Services (PS) is required. See Customer referral guidelines
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