Do’s and Don’ts in Mental Health Crisis Intervention (2024)

Do:

• Keep a calm voice.
• Listen to the person and express support and concern.
• Ask how you can help.
• Move slowly.
• Give the person space.
• Ask permission if you need to come closer.
• Announce your actions before initiating them.
• Be patient.
• Keep a calm voice.
• Listen to the person and express support and concern.
• Ask how you can help.
• Move slowly.
• Give the person space.
• Ask permission if you need to come closer.
• Announce your actions before initiating them.

Don’t:

• Touch the other person.
• Give orders, offer options instead.
• Try to reason or argue with the person.
• Be judgmental (e.g. “you should’ve taken your medications”).
• Make sudden movements.
• Try to manage the situation alone, having someone else present or on the phone can help defuse a situation.
• Stand over the person (sit if the person is seated).
• Joke or laugh, it may be interpreted as ridicule and increase agitation.
• Don’t hesitate to call 911 if you feel unsafe, threatened or fearful.

Contact information to have in case of a mental health crisis

• The number of the person’s treating mental health professionals, they will also have a number for crisis if you call afterhours, make sure to have it in your emergency contact numbers.
• Phone numbers of support people.
• 800-950-NAMI (Monday to Friday), 10 AM – 6 PM ET
• If you can’t call you can also text “NAMI” TO 741741