Customers talking about suicide or self-harm 003-06010040

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. For contact details, see Language Services
• if the customer ends the call before they can be transferred to a social worker, says they do not want to speak to a social worker or the call occurs outside business hours, go to Step 3
• for all other customers, go to Step 2

Note:

• If the malicious call handling (MCH) button is available on the telephony, use the MCH process in these circumstances before the caller ends the call. See Table 4 in Customer aggression - Response
• See the Resources page for a link to the Suicide Awareness – Supporting Customers Response Model

Warm transfer the call to a social worker on the Social Work Line.

• Using Services Australia Workspace, select Social Work All Master Programs
• Choose 'option 1' from the IVR list for priority access to a social worker
• If the warm transfer is successful, go to Step 5
• If no social workers are available:
• an in-queue message will play advising 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

Consult with a social worker on the Social Work Line, who will help determine next steps and if appropriate attempt to re-contact the customer:

• Using Services Australia Workspace, select Social Work All Master Programs
• 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 5
• 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 4

If the call occurs outside business hours, go to Step 4.

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 6
• No, go to Step 5

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 6.

Team Leaders and Managers:

See Table 7.

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
• for all other customers, go to Step 2

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 Services Australia Workspace, select Social Work All Master Programs
• choose 'option 1' from the IVR list for priority access to a social worker

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 advising the Service Officer to consult a Team Leader to determine next steps
• go to Step 4
• it is outside of business hours, go to Step 4

Consult with a social worker, who will help determine next steps and if appropriate attempt to re-contact the customer. Contact:

• the onsite social worker if available, or
• a Social Work Line social worker:
• using Services Australia Workspace, select Social Work All Master Programs, and
• 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 4
• 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

Notify a Team Leader or Manager of any interaction involving warning 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 6.

Team Leaders/Managers:

See Table 7.

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
• for all other customers, go to Step 2

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 Services Australia Workspace, select Social Work All Master Programs
• Choose 'option 1' from the IVR list for priority access to a social worker

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 outside of business hours, go to Step 4

Consult with a social worker, who will help determine next steps and if appropriate attempt to re-contact the customer. 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 Services Australia Workspace, select Social Work All Master Programs, and
• 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 4
• 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

If the Service Officer is delegated to release information in the public interest, such as an Authorised Review Officer, see Table 7.

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

For incident follow-up:

See Table 6.

Team Leaders/Managers:

See Table 7.

Contact the Social Work Line:

• Choose 'option 1' from the IVR list for priority access to a social worker and stay on the line
• Request that the social worker attempt to contact the customer to complete a wellbeing assessment

If the social worker is unable to reach the customer, contact cannot be made with a social worker or correspondence is received outside business hours, contact a Team Leader or Manager.

Team Leaders and Managers, see Table 7.

For incident follow up:

See Table 6.

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.

If the customer may be at risk of harm:

• contact the local service centre social worker using local arrangements:
• ask them to contact the customer immediately
• 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 Services Australia Workspace, select Social Work All Master Programs or dial the direct number (this number is for internal use only)
• choose 'option 1' from the IVR list for priority access to a social worker
• if the referral to Social Work Services is completed, see Table 6

No social workers available, customer declines the referral or call occurs outside business hours:

• support the customer to call police or ambulance by calling Triple Zero (000) if the customer has a mobile phone
• 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 6

• Staff should consider release of information to police or appropriate authorities 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 7.

Each program area in Services Australia has different 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.

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.

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.

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) in each state
• 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

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

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.

• 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 Australian embassy in the country the customer is located
• Record any release of information in the public interest on the Release of Information form

• 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 Australian embassy in the country the customer is located.
• 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.

See Calling a customer or returning a customer's call for information about international calls.

Respond immediately:

• remain calm
• listen carefully, 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'

Select the Malicious Call Handling (MCH) button. Follow the Malicious Call Trace Procedures.

Not all statements relating to harm (to self or others) are obvious or overt. Listen for cues.

Do not stop listening or end a call until it disconnects. Not listening to the whole call means valuable information may be missed.

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. If the customer cannot not be contacted, go to Step 5

Note:

• It is essential all incidents are recorded in CIRT where a customer discloses, or presents with suicidal, or self-harm concerns
• See the Resources page for a link to the Suicide Awareness – Supporting Customers Response Model

If a customer makes a general statement related to harm, for example, 'I can see why people …’:

• clarify the statement and ask the caller if they are talking about harming themselves or another person
• ask directly what they are considering

Has the caller immediately confirmed they were making a general statement and they are not suicidal or thinking of harming themselves or others?

• Yes, and the statement was not against a person where it is known an Apprehended Violence Order (AVO) or Domestic Violence Order (DVO) is in place, so this does not need escalating:
• Continue the call
• If appropriate, offer referrals. See Social worker and other service referrals for child support customers. Go to Step 4
• Yes, and the statement was against a person where it is known an AVO or DVO is in place, go to Step 7
• No, go to Step 3

If the customer has made a statement relating to suicide or harming themselves or others, continue to ask questions to confirm their intention (that they will act on their thoughts).

If the customer advises they are:

• not suicidal or will not harm themselves or others, go to Step 4
• suicidal or will harm themselves or others, go to Step 5

If the Service Officer remains uncertain about the customer’s intention, they should consult with a social worker, go to Step 5.

If the customer advises they are not suicidal or will not harm themselves or others, offer appropriate referrals and continue the call.

In real time or immediately following the call:

• Add a Sensitive Issue Indicator
• Update the Client Profile window
• Continue with the call
• Offer appropriate referrals
• Check back in with the customer as the call is ending to make sure that they are not considering harm

After the call:

• If a statement of harm is made against a person where it is known an AVO/DVO is in place, even if the customer advises they will not harm the other person, go to Step 7
• Discuss the incident with the Team Leader and notify them that the customer has advised they are not suicidal or will not harm themselves or others
• Document the statement in the Client Profile window
• Record an incident in CIRT

See Customer aggression – Reporting and recording incidents for more information about escalating and reporting a statement of harm.

• 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 6
• If the call occurs outside business hours, immediately contact a Team Leader to consider a release of information
• If the customer makes a statement in writing and cannot be contacted, contact a Team Leader to consider a release of information
• For all other customers, refer them to a social worker

See Customer referral guidelines, Social workers.

Warm transfer the call to a social worker on the Social Work Line:

• Using Services Australia Workspace, select Social Work All Master Programs
• Choose Option 1 for suicide or self-harm, for priority access to a social worker
• Stay on the line and introduce the customer before hanging up
• If a statement of harm is made against a person where it is known an AVO/DVO is in place, go to Step 7

If no social workers are available:

• An in-queue message will play advising the Service Officer to consult a Team Leader to determine next steps
• Contact a Team Leader to determine next steps. These may include a warm transfer to the Team Leader or release of information
• If a statement of harm is made against a person where it is known an AVO/DVO is in place, go to Step 7
• Otherwise go to Step 8

Consult with a social worker on the Social Work Line, who will help determine next steps and if appropriate attempt to re-contact the customer:

• Using Services Australia Workspace, select Social Work All Master Programs
• Choose Option 1 for suicide or self-harm, 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 7
• 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
• 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 8
• is unavailable, an in-queue message will play advising the Service Officer to consult a Team Leader to determine next steps. Go to Step 8

Report all statements made against another person where there is an awareness of an AVO/DVO, even if the customer advises they will not harm the other person:

• Discuss the statement with the Team Leader
• Document the statement in the Client Profile window
• Record an incident in CIRT

The Team Leader will notify the police of the statement, even if the customer advises they will not harm the other person.

Immediately:

• add a Sensitive Issue Indicator
• document the statement in the Client Profile window
• record an incident in CIRT
• finalise all documentation
• create an ESSentials > WHS entry if injured or impacted by the incident

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 to suicide or harm 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 customer's statement, for more information see Step 3
• If the customer advises they will not act on their thoughts to suicide or to harm themselves or others, see Step 4

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 are still thinking about 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

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

Customers residing overseas

Contact the Consular Emergency Centre (see Resources page) to request a welfare check if the customer:

• makes a statement about suicide or harm (to self or other)
• is living overseas, and
• cannot be contacted by phone to clarify their statement

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 CIRT incident completed by the Service Officer
• complete the release of information form if customer information was released to a third party, for example police
• 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 an ESSentials record if injured or impacted by the incident
• consider if a referral to a specialised area is appropriate for the customer. For example Personalised Services, see Customer referral guidelines
• discuss with a social worker if a Service Officer is distressed or needs support following a call involving risk of suicide

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 ROI form.

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