MENTAL HEALTH EMERGENCY PROTOCOL

Version May 20, 2022

Key intervention attitudes

Calm, caring, non-judgmental attitude
Let the victim lead the encounter
Active listening — reflect back what you hear
Respect silence if the victim refuses to speak
Express that you are there to help
Ask what could help them

🔍 Warning signs to watch forCheck whether the victim has self-inflicted injuries · Has suicidal ideation · Threatens to harm someone · Has consumed a substance.

💬 Compassionate communicationSharing your concerns about the observations that prompted the encounter can foster better communication. Let the victim know they matter.

🏥 Direct to resourcesIf possible, steer the conversation toward the need for help from specialized resources. This will make paramedics' intervention easier upon arrival.

👁 Keep the victim in sightKeep them located at all times to ensure their safety and that of people nearby, even from a safe distance.

🚪 Escape routeAlways keep an escape route between yourself and the victim. Never allow yourself to be trapped in an enclosed space.

PROTOCOL — MENTAL HEALTH EMERGENCY

Does the victim show signs of
violence, physical aggression, or armed aggression?

YES — Aggression / Violence

⚠ Safety — Absolute priority

🔒 Withdraw to a safe location
Warn bystanders of the real or potential danger

📞 Promptly alert prehospital services
Specify the nature of the danger · Wait for their arrival

👁 Keep the victim in sight if possible
To locate them and ensure the safety of people nearby

If the scene becomes safe again:
→ Apply the protocol NO column

NO — Calm situation

🏠 Secure the scene — remove any object that could be used as a weapon
Move to a familiar, open, and safe location if possible

🚶 Approach cautiously while keeping a safe distance
Do not touch the victim · Keep an escape route

😌 Adopt a calm, caring, and non-judgmental attitude
Adapt to behaviour · Reassure · Active listening

💬 Communicate with compassion
Let the victim lead · Respect silences · Share your concerns

👁 Keep the victim in sight at all times
To ensure their safety and that of people nearby

🏥 Direct to specialized support resources
Facilitate paramedics' arrival by preparing the victim

If the scene becomes unsafe:
→ Withdraw · Alert prehospital services · Wait for their arrival