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How to find a social worker
To find a social worker, see Social workers - referrals.
Service Officers in a service centre must refer to local arrangements for warm transferring a customer to a social worker onsite. If there is no onsite social worker available, Service Officers should proceed to a warm transfer to the Social Work Line.
Service Officers unable to use Services Australia Workspace can warm transfer customers to the Social Work Line on 02 8566 5858.
Note:
Employee assistance program
Employee assistance program
Services Australia Workspace
Services Australia Quick Reference Guide
Verbal and non-verbal cues to identify potential risk of suicide or self-harm
Table 1: this table contains information on how to identify potential suicide and self-harm risk through verbal and nonverbal cues.
Item | Description |
1 | How to identify potential risk of suicide or self-harm - verbal cues - Statements where the suicidal intent is clearly verbalised (for example, 'I wish I were dead', 'life isn't worth living anymore')
- Statements that allude to the ending of life or the end of a situation that may be causing the person pain (for example, 'it's OK now, soon everything will be fine')
|
2 | How to identify potential risk of suicide or self-harm - nonverbal cues - Sudden changes in behaviour such as:
- isolation - social or emotional
- giving away prized possessions
- recklessness and/or risk-taking
- Writing farewell notes or making out a will
- Physiological complaints such as chronic headaches, sudden changes in weight and change in sleeping patterns
- Neglect of appearance and/or health
- Emotional symptoms including feelings of hopelessness, mood swings, sadness, angry outbursts, distress and low self-esteem
- Lack of emotional expressiveness, for example, limited facial expressions, monotonous voice
- Declining a Services Australia service offer that may be beneficial to them, for example, review of a decision, mutual obligations exemption
- Negative outcome of an income support claim or request for agency service, particularly when customer is experiencing one or multiple complex vulnerabilities
- Major loss, for example, of a loved one, home, pet, status, relationship
- A suicide of a friend or family member
- Significant life problem that appears to have no solution
- Barriers to accessing health care, for example costs prohibits seeing mental health care professional
- Previous, especially recent, suicide attempts or self-harming behaviour
|
Asking a customer if they are thinking about suicide or self-harm
Table 2: Suggested ways to ask a customer about suicide or self-harm, transfer them to a social worker, or clarify their statement if calling them back.
Note: asking someone about suicide does not encourage suicidal behaviour. By discussing it openly and honestly, staff are giving the person the opportunity to express their feelings and take a step towards getting the support they need.
Item | Description |
1 | Suggested questions ways to ask someone if they are having thoughts of suicide or self-harm - ‘I can hear things are really difficult for you at the moment, are you having thoughts about harming yourself?’
- 'Some people who experience a lot of stress may start thinking about suicide. Is this happening for you?'
- 'Your safety and wellbeing are a priority to the agency, so given the comments you have made, are you thinking of harming yourself?'
- 'The comments in your feedback suggest you are experiencing a lot of stress at the moment. Are you having thoughts of suicide?'
|
2 | Suggested statements to use when transferring a customer to a social worker - 'I’m going to contact a social worker to join us on the phone. Please stay on the line, and if the call happens to disconnect, I will call you back. If I cannot reach you, I may need to have someone do a welfare check because I want to ensure you are safe. However, I’m sure the call will transfer with no issues. Please hold for a moment.'
- 'I would like to refer you to a social worker so that you can get support for your situation. A social worker can help you with short term counselling, information and referrals to other support services.’
|
3 | Suggested questions to ask someone if they ended the call after making a statement regarding suicide, and you are calling them back - ‘I’m calling you because I am concerned about the comments you made earlier and I would like to offer you support.’
- ‘I’m calling you back because I want to clarify the statement you made earlier. It sounds as though things are stressful for you and I would like to help. Are you thinking of harming yourself?’
|
National Support Services
If a customer talks about suicide or self-harm, give the customer information to these services if relevant:
Lifeline
MensLine
Kids Helpline (for customers up to the age of 25)
Note:
- If the customer is in immediate danger, refer to police or ambulance by calling Triple Zero (000)
- Referring a customer to a national support service is not a substitute for a risk assessment and professional intervention by an agency social worker and/or release of information to emergency services by a delegated officer, if required
Suicide Awareness – Supporting Customers Response Model
Suicide Awareness – Supporting Customers Response Model
Customers who are overseas
Staff are to follow the steps outlined on the Process page for the relevant referral channel. This includes referring to a social worker and notifying a Team Leader.
If a customer contacts from overseas, a Team Leader or Manager is to refer them straight away as a warm transfer to the Department of Foreign Affairs and Trade (DFAT) 24-hour consular emergency helpline on 1300 555 135 if:
- the customer or others are in immediate danger or at risk of harm, and
- a social worker is not available or the customer ends the call
See DFAT’s 24-hour Consular emergency helpline Contact us.
See Our embassies and consulates overseas if the Team Leader or Manager wants to refer directly to the Australian embassy in the country the customer is located.
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