Staff supporting students Mental Health Toolkit
Need help now?
Who do I refer to?
Take home messages
Rare events and emergencies
It is important to distinguish between a crisis and an emergency. A crisis is not necessarily an emergency (though it may appear so to the student concerned).
Crisis vs Emergency
An emergency requires immediate action. There is a high likelihood of harm to the student or to others. Urgent attention is necessary. If you are facing a life-threatening emergency, call 000 and then call Security for your campus. They will direct the Emergency Service(s) to you. Remember that the number for Security is on the back of your Staff Card.
A crisis is often an unexpected, unpleasant event which threatens to destabilise our coping mechanisms. The crisis often takes time to manage and it does not necessarily require immediate action:
A student who has been sexually assaulted
- Any behaviour of a sexual nature to which a person has not agreed or consented constitutes sexual assault. A person is unable to consent to sexual activity when threatened or coerced, sleeping, unconscious or significantly affected by drugs or alcohol.
- Sexual harassment involves unwanted sexual comments or actions in circumstances where it could be reasonably expected that a person would feel offended, intimidated or humiliated.
The University uses a victim/survivor led approach, with our primary concern being the reporter’s safety and wellbeing, and ensuring they receive the best possible care and support. There are systems and resources in place so Staff can access advice about responding effectively to disclosures, as well as support for practising self-care afterwards.
Within the University framework; sexual assault, sexual harassment, stalking, voyeurism and sexual intimidation are reportable as Sexual Misconduct.
- It is common to experience a range of effects following sexual assault, and reactions are very individual. You may notice a student seems unusually fearful and startles easily or they begin to avoid particular places or people. Alternatively, they will ‘carry on as normal.’
- A student may disclose a recent or past sexual assault including abuse during childhood. Even if a student seeks help long after the assault occurred, trauma reactions can be treated with specialist support.
- There is no time limit for reporting an assault.
The Dos
Find a quiet space to talk - Listen with compassion and empathy. Three key messages to give are:
- “I believe you"
- "This is not your fault"
- "I can help you connect with specialised support"
- Establish whether they are safe. If there is an immediate threat, contact Emergency Services (000) for Police and call Security Services.
- Clarify any need for urgent medical attention. If so, contact 000 for an Ambulance and then call Security Services to assist.
- Provide information about options for professional support.
- Provide information about options for making a report.
- The student can make a formal or informal report to the Police and/or to Campus Care if they wish.
- Reports to Campus Care may be in person, by phone or online.
- Students can readily access the University online reporting portal to make either an Anonymous or Identified Report of Sexual Assault or Sexual Harassment and Campus Care will respond to offer them support.
The Don'ts
- Avoid asking questions such as ‘What were you doing there?’ which could be misinterpreted as blaming.
- Avoid telling the student what to do.
- Don’t get angry on their behalf.
- Don’t touch them to offer comfort.
- If the student would like to consult the NSW Rape Crisis Centre, offer privacy and assist them to call.
- If the assault occurred within the last seven days, the student might decide to attend a local NSW Sexual Assault Service to obtain forensic evidence to assist with any legal action.
A student who is behaving aggressively
Anger filters out the ability to think rationally.A student who is very angry may well misinterpret what you say so you need to make an effort to keep your language clear and short.
Remember the term “blind rage”? - The stress hormones which flood the body when (s)he is angry result in an unhelpful narrowing of focus of attention which can affect both vision and hearing.
- All students are required to abide by the Student Conduct Rule at all times. This states clearly that “inappropriate, concerning or threatening behaviour” will not be tolerated.
- It is unpleasant to have to deal with an aggressive person. Look after yourself and speak to someone afterwards if that’d be helpful. Seek professional help for yourself through the EAP scheme if you continue to be troubled by the incident.
The Dos
Use clear, simple and unambiguous words. Repeat the same words if necessary:
- “I am happy to try to help when you are able to speak calmly to me”
- “I have the right to feel safe at work and your behaviour is making me feel unsafe”
- “You have a choice: either you leave now and return when you have calmed down or you choose to stay and I shall call Security.”
- If at any time you feel unsafe, call for help. Nearby colleagues should already be at hand.
The Don'ts
- Don’t tell them that you know exactly how they’re feeling.
- Try hard not to take what they are saying personally, even if their comments are being directed at you and trying to get a reaction out of you.
- Don’t give detailed advice to an aggressive person. This may be construed as criticism.
It is possible that this may not be a one-off incident with that particular student. That’s why it is important to have some record of dealing with an aggressive student. By reporting the incident to Campus Care, a profile can then be established.
A student who has anger management problems can be helped. But this is not likely to be your role. If the student returns later to apologise to you, you may want at that time to suggest that they make an appointment with Counselling and Psychological Services.
A student who appears out-of-touch with reality
It can be very confronting to have to deal with a student who appears out-of-touch with reality. Their behaviour is often very bizarre and odd. It is difficult to engage them in conversation because they are not attending to what you say and appear distracted or very confused.
The student may be experiencing a psychotic episode. This means that their experiences are different from the reality you are experiencing; they may be hearing or seeing things that are not there.
The behaviours you may observe include:
- The student speaks very rapidly and/or their words don’t make sense.
- They have strange responses to your questions or a complete lack of emotional response.
- They attend to things that you can’t hear or see.
- The student could be highly paranoid.
- The reality the student is experiencing is as real to them as it is unreal to you.
- Nobody can reason with someone experiencing acute psychosis.
- If the student is acutely psychotic – completely out-of-touch with reality with no periods of clarity – seek help by calling Emergency Services on 000 or by calling Security.
The Dos
- Ask the person to sit down if you have chairs nearby and sit down yourself. Be conscious of allowing them personal space.
- Reduce the amount of stimulation in the environment – i.e. a quieter space if appropriate, turn off bright lights, reduce noise if possible.
- Talk in a clear but quiet voice.
The Don'ts
- Don’t get into a debate about what’s real or not real.
- Don’t touch the person or stare at them. Avoid long periods of eye contact because this could be interpreted as threatening.
- Don’t assume the student can take care of themselves.
- Don’t assume that the student understands what you are saying.
A professional person will determine the reason for the psychotic episode. For example it may be:
- Due to not taking the medication which they have been prescribed for a diagnosis of schizophrenia
- Due to prolonged untreated depression
- A drug-induced psychosis
- Due to severe insomnia
- An organic or neurological cause
It’s not your job to manage the cause or the treatment
A student who appears under the influence of alcohol and/or drugs
As a member of staff, you may or may not be sure whether a student’s behaviour is affected by substance use. We know that entering university may be associated with periods of experimentation and that high-risk drinking (bingeing) occurs. However, heavy alcohol and/or drug use over time can compromise a student’s health, relationships and ability to study effectively.
Some students will have a history of substance dependence and addiction prior to university. In Australia, approximately one in ten young people aged 16-24 years are thought to have a substance use disorder and rates of help seeking are low. Reliance on substances can also mask, cause or exacerbate a range of mental health conditions.
The most commonly used substances are alcohol followed by cannabis. The effects of substances vary depending on the person, the nature of substances consumed and degree of intoxication.
You may:
- Notice red eyes or dilated pupils
- Notice inability to concentrate
- Notice fatigue
- Be able to smell alcohol on a student’s breath
- Be told by a student that they have been drinking
- Have one of their friends express concern
Students over 18 years of age who choose to consume alcohol on campus are expected to engage in responsible drinking behaviour which must comply with the University of Newcastle Codes of Conduct.
This Policy and Procedure clearly states that students are expected to recognise that their academic performance can be affected by alcohol and/or other drugs, in which case they should not attend academic activities. Students must be able to complete tasks safely, for example, when conducting experiments or operating equipment. The student’s actions should in no way compromise the safety and wellbeing of any member of the university community, and disciplinary action can be taken.
University Car Parks and certain areas of the student residential precinct are alcohol free zones. Students cannot possess or use any illegal substances on campus.
The Dos
On Campus:
- Be calm and respectful, monitor for danger and risk, and contact Security for assistance.
- If any risk factors are present, e.g. the student is falling over, behaving aggressively, expressing suicidal thoughts, prioritise your safety first, contact Emergency Services 000 for an Ambulance and call Security.
In Class:
- If a student appears substance-affected and their behaviour is disruptive (but it is not a medical emergency), remain calm and respectful and respond promptly to specific behaviours of concern.
- Ask the student to leave if they can do so safely and contact Security Services for support.
- Follow up later with the student to discuss your expectations in class and relevant referral options.
- If there is an escalation of risk to the student or to those around them, (for example, the student becomes verbally abusive), prioritise the safety of yourself and your class, and contact Security Services immediately.
- Afterwards, consult your Manager and Campus Care for advice, and collaborate to develop a behaviour management plan for the student.
If you suspect alcohol withdrawal, poisoning or drink spiking, adverse drug reactions or overdose:
- Stay calm and monitor safety.
- Enquire what (if anything) the student has consumed and scan the surrounds for signs of use (to provide information to Emergency Services).
- Call Emergency Services on 000 to request an Ambulance and contact Security Services.
- Security Services will advise you about how to proceed.
- If the person is losing consciousness or becomes unconscious, follow first aid procedures.
- If you are not sure how to administer first aid, the emergency services operator can instruct you until help arrives.
- Remember to inform your Manager of the incident, document and debrief.
The Don'ts
- Avoid being accusatory, judgemental or stereotyping the student
- Don’t feel pressured to do more than signpost the student in the right direction to receive help
You are not expected to be the expert
If the student’s capacity to function in daily life is compromised, or their behaviour is impacting others, they could benefit from professional help. A student may report thinking a lot about acquiring and using a substance, and become stressed when they cannot obtain it, fearing they will not be able cope. Sometimes students are also living with addictions such as gambling or gaming, or substance use masks other serious mood or anxiety conditions.
A student needs to accept the seriousness of their problem and be prepared to address this actively if there is to be behavioural change. You cannot force this and it is not your responsibility to try. Encourage the student to make an appointment with Counselling and Psychological Services where there is a counsellor who specialises in managing drug/ alcohol problems. The student may require medical detoxification, lifestyle changes and more than one attempt to recover their life.
A student who is dealing with their own crisis
A crisis is any unexpected event which challenges the student’s usual coping mechanisms. A crisis event could be the sudden end to a relationship, a serious accident involving friends or the loss of someone much loved
- A crisis is not necessarily an emergency even though it may appear so to the student at that time.
- The response to any event depends on an individuals current level of resilience. So be aware of your own judgements
- What appears to the student to be a crisis may not be deemed important to you
The Dos
- Reassure them that the intensity of their emotions will change. In all probability, they are experiencing a normal reaction to an abnormal event.
- Encourage them to look after their physical needs by eating smaller nutritious meals every few hours rather than expecting their digestive systems to manage irregular large meals. A brisk walk outside is sometimes preferable to a sweaty gym routine if they’re feeling fragile.
- Ask how you can assist at this point. Help them to find the balance between re-organising their academic schedules so that the pressure is reduced while still having daily routines so that they remain connected with their community.
- Suggest that they should avoid making any major decisions while they are recovering from the crisis.
The Don'ts
- Don't make judgements about their reaction to the crisis e.g. “I thought you'd be feeling better by now”.
- Avoid platitudes such as: “It could have been worse”. This tends to minimise the crisis event.
Professional help may be needed if their feelings are prolonged, persistent or too intense. There is no set recovery time so if they do not feel as though they are making sufficient progress, encourage the student to seek professional help.
Look after yourself. The student may well find it very easy to talk with you but, unless this is your role, you need to be clear about the amount of time you can offer to the student. The process of recovery can be slow.
A student who has disclosed physical assault
Students have a right to feel safe and physical assault is a serious crime which will not be tolerated by the University community. A student may be the victim of a random attack by a stranger committing a robbery or hate crime, or assaulted by a fellow student, friend or family member, either on or off campus. Assault can have emotional effects whether or not the student has sustained any physical injuries. Common initial reactions include shock, anger and social withdrawal.
Physical assault sometimes occurs in the context of domestic violence which can involve a pattern of neglect and emotional, financial, spiritual, social and legal abuse as well as stalking. Domestic violence is characterised by coercion aimed to control the victim. Depending on the student’s situation, they may need to relocate immediately for their safety.
- Campus Care and Counselling and Psychological Services will work with the University community to support student recovery and ongoing safety on campus, and they will assist students to access victim support services and legal processes.
- If you are ever approached by a family member, maintain strict confidentiality about a student’s status unless you have their express permission to share information.
- The Student Conduct Rule and Code of Conduct addresses concerns, consequences and support for any student who threatens or assaults a fellow student or staff member.
- It is important to take any and all threats of harm seriously, and please seek advice from your Manager and Campus Care.
The Dos
- You may notice bruising, unexplained injuries or signs of blood, or a student could seem shocked or dazed. If you decide to approach them, you could enquire - “I notice you are hurt. Are you ok? Can I help you?”
- If you encounter a student who is injured, check for danger and clarify need for urgent medical attention. Contact Emergency Services on 000 for Police and/or Ambulance and call Security Services.
- If injuries are minor, a University First Aid Officer, University Medical Centre or the student’s GP may be able to assist.
- Listen with compassion. Let the student know - “I’m sorry you are hurt. I can help you connect with specialised support.”
- Assist the student to access practical, emotional and social support.
- When the situation is a crisis but not an emergency, key University contacts are Counselling and Psychological Services and Campus Care. The student may also wish to connect with a friend or family member as well.
The Don'ts
- Asking lots of questions
- Communicating judgement and blame.
If the student is experiencing ongoing effects after a period of two weeks, recommend they seek professional consultation to assess for post traumatic reactions.
The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas: Awabakal, Darkinjung, Biripai, Worimi, Wonnarua, and Eora Nations. We also pay respect to the wisdom of our Elders past and present.