What to expect when you call the team

If you are a friend or family member or concerned about someone presenting in a mental health crisis please call to discuss the situation with the team who will offer advice and options.

If the situation is life threatening please call 999 as we cannot respond to situations immediately.

We can often speak with you promptly at the time you ring, but there are times when our staff are visiting people or on the phone. Please leave us a message with your name and number and we will phone you back as soon as possible. Your call really matters to us so please do leave us a message. We will also ring you back during any call so that the call isn’t costing you. If we can’t immediately speak with you, please ring the Samaritans on 116 123 24 hrs or Mindline 01823 276892 during the hours above.

If you are ringing for yourself staff will ask you where you are, and if you are with anyone. They will be seeking reassurance with you about making a plan to maintain your safety whilst you are talking and after ending the call. Staff will also need to check your name and where you live.

If you haven’t spoken to us before we will be gaining information about your situation and looking at supporting you with compassion, validation of your difficulties and supporting you to look at short term solutions to your situation. We will be looking at supporting you in developing a safe plan for you if that is what’s needed.

If you have spoken with us before we will be trying to focus on your safety plan, what works for you in a crisis or when things are deteriorating and focus on these interventions with you. Staff will be compassionate and validating of your situation.

Some of your symptoms may feel very intense and uncomfortable, however these will pass. Staff will direct you to an intervention that will try and reduce these symptoms, by following the links to these.

If you have been drinking or are under the influence of substances we would be able to offer basic advice, and be asking you to call us back when able to think more clearly. We would be advising you about keeping safe until you are able to engage in interventions. If your situation is life threatening we would be directing you to emergency services.

By the end of the call we would hope to make you aware of other services and organisations that will hopefully further support you in your recovery.

If staff are immediately concerned about your welfare they’ll be discussing the next steps with you, and with your family, carers and support networks with your agreement.

If you are ringing for a family member or friend we are happy to receive your concerns and observations and will provide support and advice to you about how to manage the situation. Please be aware that our services and contacts with people are confidential, and we may not be able to give you specific personal information about a family or friend unless they are happy for us to do so. We will take any concerns you have seriously and advise on the appropriate course of action.