Crisis Policy

Purpose

The Young People’s Shop provides non-crisis emotional support, counselling, and wellbeing activities for young people aged 11–25. We are not a crisis service and are not equipped to provide emergency mental health intervention.

Scope

This policy applies to all staff, counsellors, volunteers, and trustees involved in the delivery of services to young people.

Policy Statement

  • Young People’s Shop is committed to supporting the mental wellbeing of young people but does not provide crisis or emergency response services.
  • Our staff and volunteers cannot offer immediate risk management for individuals in crisis.
  • If a young person contacts the shop via phone, email or physically comes into the building in crisis, our role is to ensure their immediate safety and connect them to appropriate emergency or crisis services. Thereafter there would be a period before the young person could engage in our services.
  • If a young person walks in and wants to book an Emotional Support session – we ask them to complete an inquiry form there and then to establish risk.

Definition of a Crisis

A mental health crisis may include (but is not limited to):

  • Actively suicidal (has a plan) or has attempted suicide in the last three months.
  • Self-harm requiring current medical attention

If a young person is experiencing any of the above, this is considered a crisis situation.

Procedure When a Young Person Presents in Crisis

During Opening Hours

If a young person presents in crisis:

  1. Ensure immediate safety – stay calm and supportive.
  2. Contact emergency services (999) if there is immediate danger to life.
  3. NHS 111 option 2
  4. If not an emergency but urgent mental health support is needed, contact:
    • GP or out-of-hours doctor
    • Local A&E Department
  5. Inform a senior staff member/safeguarding lead as soon as possible.
  6. Record the incident on a Record of Concern and complete a safeguarding referral to Integrated Front Door (IFD). IFD is a centralised multi-agency service designed to act as the single point of contact for all safeguarding enquiries and referrals regarding children, young people and sometimes vulnerable adults).

 Outside Opening Hours

If contact occurs outside normal operating hours (e.g., via email, text, or voicemail):

  • Include a standard out-of-office response stating that the service is not a crisis service and provide details of crisis helplines (see section 7).

Counselling and Support Boundaries

  • Counselling sessions at the Young People’s Shop are not crisis management sessions.
  • The Counsellor Assessor will assess risk at the start of engagement and, if ongoing high risk is identified, they will signpost or refer to appropriate crisis or clinical services. The young person can refer into the service after a time lapse of three months.
  • If a counsellor or emotional support worker has an established therapeutic relationship with a young person, any ongoing support will be reviewed on a case-by-case basis. Discussions with the team and supervisors will determine the most appropriate way to continue support, which may include a multidisciplinary team approach.

Crisis Contact Information

The following services offer 24/7 crisis support:

  • Emergency Services (999) – if you or someone else is in immediate danger
  • NHS 111 (option 2) – for urgent mental health help
  • Samaritans: 116 123 (free, 24/7)
  • Shout: Text SHOUT to 85258 (24/7 crisis text service)
  • Childline: 0800 1111 (for under-19s)
  • Visit the Staying Well Service (out-of-hours mental health crisis support for people aged 18+): Staying Well at Methold House, North Street, Worthing BN11 1DU. Opening hours: Monday–Friday, 5pm–10.30pm; Saturday & Sunday, 3pm–10.30pm. Call 01903 268107 or email sww@westsussexmind.org.
  • Text SUSSEX to 85258 (24/7 mental health text support).
  • Download the Stay Alive App, a suicide prevention resource offering tools and safety planning support.

Counsellor Care

Where a young person presents in crisis and this falls outside the scope of support we can offer, the counsellor should discuss the situation with a supervisor as soon as possible. Supervision is intended to provide support for the counsellor, recognising the potential emotional and professional impact of working with such situations, and to offer space to reflect on uncertainty, boundaries, and next steps. This process supports the counsellor in making thoughtful decisions while not carrying responsibility for complex situations alone.