De-escalation and Crisis Response
Responding to a Mental Health Crisis at a Shelter or Housing Site
A practical guide for non-clinical staff on how to respond when a client is in a mental health crisis on site.
Frontline staff are not clinicians, but they are often the first people present when a client is in a mental health crisis. The goal is not to diagnose or treat. It is to keep the person and everyone else safe, stay connected, and bring in the right help.
What a crisis can look like
- Intense fear, panic, or agitation
- Hearing or seeing things others do not
- Confused or disorganized speech
- Talk of self-harm or not wanting to live
- Sudden withdrawal from everyone
How to respond
- Check safety. Notice the surroundings, any objects, and who else is nearby. Give the person space.
- Reduce stimulation. Lower noise, move bystanders away, and limit the number of staff talking. One voice is best.
- Introduce yourself and speak plainly. "I'm Maria. I work here. I'm going to stay with you."
- Do not argue with what the person is experiencing. You can acknowledge the feeling without agreeing with the content: "That sounds frightening."
- Ask what would help. Water, a quiet room, a call to someone they trust.
- Follow your agency's protocol. Know in advance who to notify and which crisis resources your agency uses.
When there is talk of suicide
Take every statement seriously. Stay with the person, listen, and follow your agency's procedure right away. In the United States, the 988 Suicide and Crisis Lifeline can be reached by calling or texting 988. If there is immediate danger, call 911.
Afterward
Document what you observed in plain, factual language, let the client's case manager know, and take part in a debrief. Responding to a crisis is demanding, and staff need support too.
This guide is general information. Always follow your agency's policies and the direction of clinical and emergency professionals. To prepare your team, see our Crisis Intervention Training.