Managing distressed people

Life at university can be a stressful time for many staff and students. The pressure of work, family and life events may increase stress. As a staff member you may occasionally encounter a person who is distressed and you might feel unsure of how to help.

Examples of distressed behaviours

Signs of distressed behaviour may include tearfulness, feeling sad, worried, out of control or hopeless, low self esteem, reduced motivation, sleep disturbances, changes in appetite or weight, difficulty concentrating, rapid breathing, trembling, restlessness, avoiding social activity, changes in mood or erratic behaviour. This brochure outlines a number of ways that you can help someone who may be distressed.

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What to do when responding to distressed behaviour

If a person approaches you and seems distressed, or becomes distressed while talking to you, it may help to:

Remain calm, listen carefully and compassionately
Organise a quiet place where they can have some privacy
Let them briefly outline their concerns, feelings and thoughts within the time constraints that you have
Acknowledge their distress by reflecting back the main concerns that they have
Try to ask open ended questions using simple language
Give reassurance and assess if there are any practical measures you can assist with. For example, students may need help planning a study timetable or information about the process of applying for Special Consideration. Distressed staff might need to consider strategies for managing their workload
Consider contacting a family member or friend of the person if they are willing and would find that helpful. If you are concerned about the person’s risk to self or others, seek advice from the Counselling Service or Mental Health Coordinator prior to contact with family. If the person declines your offer of assistance and you’re still concerned about their safety, refer to the publication, ‘Guidelines for identifying and managing mental health presentations’
Allow the person to make their own decisions as much as possible. This will usually enable them to feel more in control and assist them in becoming calmer and more able to make informed decisions. Ask the person what their plans are for the rest of the day or week
If a student needs more assistance than you are able to provide then mention the availability of student services such as Counselling, Disability, Welfare or Chaplaincy services. If a student needs assistance with academic skills you might refer them to the Student Learning Unit
If the distressed person is a staff member you should inform them about services available such as the Employee Assistance Program
If the person is expressing suicidal thoughts contact the Counselling Service/Mental Health Coordinator immediately, preferably with the person’s knowledge. If there is an urgent situation requiring immediate assistance, i.e. imminent risk to the person or others, make contact with Security to assist in managing the situation
If the situation occurs out of business hours, ensure that someone is aware of your whereabouts. If necessary contact Security. If there is risk of self harm by the distressed person or of harm to others, you should consult with your local mental health crisis team. This team may be referred to as Access Team, Comet Team or Mental Health Crisis Team dependent on the location of your campus. Security will have these contact details

UWS Counselling Service

Staff at the Counselling Service are available to consult with you on how to handle individual situations. All Counselling staff are fully qualified professionals and are experienced in working with students on a range of academic and personal issues.

If the student agrees, you may assist by walking with them to the nearest Counselling Service office to book an appointment
The Counsellors are available to provide debriefing if you have been upset or disturbed by a student’s behaviour. You may also access the Employee Assistance Program for an external counselling service if required
You may raise any issues during a consultation without breaching privacy legislation. However UWS Counselling staff are not able to exchange information with you regarding a particular student without their permission, unless there is an immediate threat to their wellbeing or to another person
Each campus has a Counselling Service open during office hours throughout the year. Students and staff have access to Counsellors on any campus through the central booking phone number: (02) 9852 5199 or extension #5199
Staff can also access the Employee Assistance Program for external counselling services

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Contacts and resources

Security

When there is an urgent situation requiring immediate assistance, call (02) 4736 0300 or extension #2300
For all other enquiries email security@uws.edu.au or visit the security website.

Counselling Service (including the Mental Health Coordinator)

Please either call (02) 9852 5199 or extension #5199, email counselling@uws.edu.au or visit the Counselling Service webpage.

Employee Assistance Program (EAP)

Please call 1800 818 728 (24 hours) or read the EAP policy.

Beyondblue

Visit the Beyondblue website (opens in a new window).

Lifeline

Please call 13 11 14 (24 hours) or visit the Lifeline website (opens in a new window).

» Return to the mental health and wellbeing pack homepage

Managing distressed people