What are the steps to prioritize the needs of individuals experiencing a critical incident?

1 Assess the situation

In order to assess the situation and identify the level of risk, urgency, and impact of a critical incident, you need to consider who is affected, how they are affected, what their immediate needs are, and what resources are available. Additionally, you must ensure your own safety and security prior to approaching anyone else. To do this, ask yourself questions such as: how serious is the incident and how many people are involved? What are the physical, emotional, and psychological effects of the incident on the individuals and the group? What are the most pressing needs of the individuals and the group? What are their existing strengths and coping skills? Are there any potential barriers or challenges to providing support? And finally, what sources of help or support are available, such as emergency services, mental health professionals, or community organizations?

2 Establish rapport

The second step in responding to a critical incident is establishing rapport and trust with those affected. You should approach them with empathy, respect, and sensitivity, avoiding any judgement or criticism. It's important to communicate clearly, calmly, and honestly, as well as to actively and attentively listen to their concerns. To build rapport, introduce yourself and explain your role and purpose. Ask for permission to talk and respect their boundaries and preferences. Utilize open-ended questions and reflective statements to understand their feelings and thoughts. Validate their emotions and reactions, normalizing their responses. Show concern and care while offering reassurance and hope.

3 Provide support

The third step in providing support and assistance to someone experiencing a critical incident is to tailor your support to their individual needs and preferences, while respecting their autonomy and dignity. You should help them cope with their immediate physical and emotional needs, such as safety, comfort, hydration, or medication. Additionally, you can help them identify and access their existing support network, such as family, friends, colleagues, or mentors. Furthermore, you should help them access additional resources and referrals, such as counseling, therapy, or legal advice. It's important to help them develop and implement a coping plan with relaxation techniques, self-care activities, or coping strategies. Finally, you should help them set realistic and achievable goals and expectations for returning to normal routines or seeking closure.

4 Monitor progress

The fourth step is to monitor the progress and well-being of the individuals who are experiencing a critical incident. It is important to follow up with them regularly and assess their physical, emotional, and psychological status. Additionally, you should evaluate the effectiveness and appropriateness of your support and make adjustments accordingly. When monitoring progress, you should look out for changes in mood, behavior, or functioning, signs of improvement or deterioration in their coping or recovery, feedback from them or their support network, challenges they encounter or anticipate, and needs they express or imply.

5 Terminate support

Terminating your support and ending your relationship with individuals experiencing a critical incident should be done in a respectful and ethical manner. You need to prepare them for the transition and closure, and provide them with ongoing resources and referrals. When terminating support, you should inform them of your intention and reason, review their progress and achievements, reinforce their strengths and coping skills, address any unresolved issues or concerns, and provide contact information for further support.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?