Dealing with a Crisis
The following model can provide you with a guideline for handling crisis situations:
Define Problem
Clarify in concrete terms what is going on with the student. What precipitated the crisis? Use active listening to help make this determination. Try to listen to the student without being judgmental. Ask open-ended question instead of close-ended questions. Close-ended questions usually begin with verbs like do, did, does, can, will and doesn’t. These kind of questions usually elicit one word answers like “yup” and “nope.” Open-minded questions encourage people to respond with full statement and at deeper levels of meaning. Here are some examples:
“Please tell me…”
“How will that help you to…”
“Please tell me about…”
“Tell me specifically what happened…”
“What will you do about…”
Ensure Student's Safety
Assess risk and lethality and provide for safety of student.
Examine Alternatives
Help the student look at options such as getting help at the Counseling Center, calling people in their support system etc. Always seek consultation with the House Dean. Remember that the person involved in emotional crisis is not thinking clearly; encourage him or her to refrain from making any serious, irreversible decisions while he or she is in crisis. Talk about the positive alternatives that may establish hope for the future. If the student is suicidal or homicidal, help them see that they do not have to take the action now; there will always be that option later and it can be postponed.
You do not have to feel that you have to work out the students’ long-standing problems for them. You are simply looking at immediate steps that they can take to help the situation.
If the student is suicidal, you will need to follow the protocol of the dorms. Let the House Dean know of the situation. You will probably need the assistance of campus police and the Counseling Center. Do not leave the student unattended while making the necessary calls. Solicit the help of others in the dorms to be with the student while you are making necessary plans.
Although you want to help, do not take full responsibility by trying to be the sole counsel. Let the troubled student know you are concerned – so concerned that you are willing to arrange help beyond that which you can offer.
Develop a Plan
Work with the student to firm up how they will take the actions discussed in #4 above. Help them formulate a step-by-step plan for the alternatives described. Remember, that in extreme crises, people tend to not think straight and they may need help with basic tasks such as how to get to the counseling center, hospital etc.
Obtain a Committment
Obtain an agreement as to specific time, duration and number of activities required to carry out the plan.
General Do's and Don'ts of Suicide/Crisis Intervention
1) After you have made a referral, it is important for you to follow up on it in order to let the student know that you will continue to be interested and concerned about him or her. Follow-up will prevent any notions the student might have that "out of sight is out of mind."
2) Ask the student how the meeting at CAPS went; however, once you are satisfied he or she has followed through, don't pry into details.
3) Understand that the CAPS staff member will be very careful to safeguard the student's confidentiality and will therefore not be able to give you very much feedback about the student you have referred.
Contact Us
Counseling and Psychological Services (CAPS)
133 South 36th Street, 2nd Floor, Philadelphia, PA 19104
Hours: 9am - 5pm, Monday - Friday
Emergencies: 215-349-5490 (ask for CAPS Clinician On Call)
Tel: 215-898-7021
Fax: 215-573-8966
Email: caps@pobox.upenn.edu
