Threatening suicide
If there's an immediate threat to life ask someone to dial 999 while you stay on the phone to the customer - our aim now is to keep them or others safe.
If the call disconnects, ring them back straight away. Keep trying to call back even if there is no answer, while your colleague rings the authorities.
Signs a customer is at immediate risk of harm
- Talks about plans to harm themselves or others, now or in the near future
- Uncontrollable crying or bursts of anger (emotional distress)
- Intoxication from alcohol or drugs
- Mention of a weapon, tool or other means that could cause harm
- Sudden calmness after one or more of the above (it could be they've made the decision to end life)
There could be more than one sign or other signs not mentioned here. You can use BLAKE to guide you through the conversation with the customer.
Need help?
Speak to your manager or VC champ.