In-Person Crisis ManagementDeveloped from online medically reviewed mental health sources.Most Important: Know Your Facility

  • Convener Role: The convener needs to know when, where, and how to get help.
  • Follow Guidelines: Know and follow any specific guidelines of the facility where the group meets.
  • Know When to Call for Help: Some facilities may require calling mental health professionals, medical professionals, security guards, or law enforcement.

Mental Health Crisis SupportWhile the group can provide support, if the group or the person in crisis becomes overwhelmed, it may be best for someone to speak to them one-on-one.Plan Ahead: Have a plan for who might step aside with the person and who will continue to act as the convener for the remaining group.Things to Do

  • Set Reasonable Expectations: Let them know they have your support while making it clear you are not a professional.

    "I’m happy to support you, but I want to make sure you also have professionals in your corner. Can I help you contact anyone?"

  • Name Needs and Boundaries: If you are uncomfortable with the intervention, say so and try to find someone who is comfortable.
  • Actively Listen: Avoid distractions, ask clarifying questions, and summarize what they have said.
  • Validate: Let the person know you see and understand their perspective.
  • Support Their Solutions: Generally, people do not want advice unless requested. Use reflective questions.

    "Have you been in a situation like this before? What helped then?"

Helpful Language

  • "You are not alone in this."
  • "I am here for you."
  • "I may not understand exactly how you feel, but I care about you and want to help."
  • "You are important to me and the group."

Things to Avoid

  • Minimizing or Comparing: Avoid phrases like "It could be worse" or "at least."
  • Making decisions without their consent: Whenever possible, involve the person in decisions that impact them.

Anger Management and De-escalationKey Concept: You cannot reason with an enraged person. Your only objective is to reduce their level of arousal.Substance Use ScenariosScenario 1: Attendee requires medical intervention

  • Is medical intervention needed? (Call 911).
  • Are you familiar with the Good Samaritan Laws?
  • Do you administer Naloxone after calling 911?

Resources

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4 Things To Do 4 Things To Avoid
1. Focus on Calming: Your only goal is to calm the person down. 1. Do Not Yell: Don't try to yell over a screaming person.
2. Neutral Expression: A smile could be misinterpreted as mockery. 2. Avoid Constant Eye Contact: Allow the person to break their gaze.
3. Create Space: Allow extra physical space between you. 3. Don't Act Defensively: This is not about you; don't take it personally.
4. Give Choices: Offer positive, safe alternatives. 4. Don't Interpret Feelings: Don't ask how they feel (you can see they are angry).

Substance Use Scenarios
Consider the following scenarios and plan a response that you and the group are comfortable with ahead of time.
Scenario 1: Attendee requires medical intervention If someone is showing physical or mental signs of being under the influence:
Is medical intervention needed? (Call 911/National Emergency Number) .
Are you familiar with the "Good Samaritan Laws" in your state?.
Do you administer Naloxone for overdose reversal after calling 911?
Scenario 2: Impaired driving If someone attends under the influence but intends to drive home, ask yourself:
Do you confiscate their keys?.
Do you pay for a Lyft or Uber? If so, does the money come from the group or personal contributions?.
Do you drive the person home and have someone follow you?.
Is the person a stranger or known to the group? Is the situation safe?.
Do you call law enforcement to protect potential victims of a DUI?.

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Summary

Know any requirements set out by the facility where the group meets.
Plan ahead with your chosen responses as much as is practical and foreseeable.
Ask for help if needed. (this could be from other group members, resources at the facility where you meet, medical professionals, law enforcement or any other resources available to you.)
Resources:
Mental Health
Crisis Resources - LifeRing Secular Recovery
The Do's and Don'ts of Supporting Someone in a Mental Health Crisis
How to Be Emotionally Supportive: 13 Tips, Tools, and Strategies
Anger Management
20 Expert Tactics for Dealing With Difficult People | Psychology Today
Keeping ambulance officers safe | Tasmanian Department of Health