How to support a colleague in distress

Guidance for staff experiencing mental health difficulties

Anyone can get upset or distressed at work and this document will help you identify the most useful things to consider to ensure a satisfactory and supportive outcome. All situations are different and this is only a guide.

Having someone very distressed or disorientated at work can be anxiety provoking for the individual, for other members of staff and for their manager and HR professionals.  However, most cases of distress are transient and do not indicate a serious mental health problem.

It is important to talk to the person gently and clearly to identify the issue and to help them to get the help or support they need.

Dos and don’ts

  • Do try to talk somewhere private
  • Do try to ensure that you are not interrupted
  • Do be gentle and clear
  • Do allow the person time to answer
  • Do let them know who you will be talking to if you need additional support
  • Do repeat back to them what they have agreed for you to do
  • Don’t tell the person what you would do or did in a similar situation
  • Don’t attempt to diagnose the person
  • Don’t push for information if it is distressing them
  • Don’t make decisions the person is clearly unhappy with
  • Don’t tell others about the situation without letting the person know

Occupational Health and Wellbeing Service is not a crisis service, however, you may find it helpful to talk through what is happening with a member of their staff in order to gain confidence for your decisions, you can also contact the EAP 24/7 if you are uncertain.

General guidance is as follows for managing someone in distress:

  • Initially it is best to help the person to connect with what they can do for themselves
  • You can ask them if this has happened before and if they have a coping plan?
  • Is there anything you can do to help them activate this coping plan?
  • If not a coping plan then do they remember what helped them when this happened before?

If they don’t know what helped before then try to help them identify:

  • What do they think they would find helpful right now? If they do not know you could make some suggestions
  • Are there any colleagues who they might find it helpful to talk to?
  • Do they have any friends or family members they would like to talk to?
  • Would it be more helpful to stay at work or go home*
  • Is there anyone else who is currently involved in their care? Would they like to contact them?
  • Is there a friend of family member they can contact or you can contact for them?

If they don’t know what might help and/or there is no-one to contact

  1. Have they already spoken to their GP about how they are feeling?
  2. Would they like to contact the surgery or for you to contact the surgery and arrange an emergency appointment? Would someone be able to accompany them to the surgery? Is this appropriate given their difficulties? (Ensure that anyone accompanying them is not putting themselves at risk).
  3. If an appointment is arranged put them in a taxi or contact security for a first aid taxi to the GP surgery or wait for the friend or family member to collect them to take them. Confirm surgery details, date and time of appointment and with whom, if known.
  4. If they don’t have a GP or don’t want to contact them then the next point of contact is to call the NHS 111 service by dialling 111 and choosing option 2. You will be able to discuss your concerns with an advisor.
  5. If you cannot do any of the above either because the person is unable to communicate or cooperate or because you think that they are a danger to themselves or others then you should contact the Emergency Services police / ambulance by dialling 999.

Occasionally someone may be scared that if they are on their own at home they may commit suicide. In this situation they should be discouraged from going home to an empty house. It is ok to ask if people feel suicidal. There is no evidence that this will make anyone more likely to commit suicide. This information, however, will inform your actions if you have to make any decisions for them. Someone who is talking about active suicide plans should be encouraged to seek emergency help via the GP or 111.

Afterwards

Whatever happens it is a good idea to check up on the person subsequently. Again follow the Dos and Don’ts above. It may be it is just a quick check in or it may be something further is required.

For signposting as a manager you may want to consider the following:

  • Would a management referral to OH be helpful
  • Would a self-referral to OH or the Employee assistance program be helpful
  • Do you need to consider completing the Stress risk assessment
  • Do you need to address any short or long term issues with the staff member