Disclosure of Suicidal Thoughts or Actions Quick Guide
When a customer raises suicidal intentions in conversation, employees need to respond, not react or ignore what has been said. Their actions could save a life.
Being told by another person that they have suicidal intentions brings responsibility. Employees must take the disclosure seriously.
This guide provides information on how to respond, how to assess the immediate risk of harm and what actions to take. It also advises employees to take time and seek support before the next customer call.
This is one of a Set of Quick Guides designed to help employees respond to customers experiencing vulnerable circumstances.
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The questions and responses in this guide are designed as an aid to support customer conversations. Individuals can use these as a prompt and can rephrase or adjust them as needed to reflect their own natural vocal style.