Staff supporting students Mental Health Toolkit
Need help now?
Who do I refer to?
Take home messages
Troubling emails
Troubling emails outside of work hours
It's 10 pm and you have decided to check your staff email account. In your Inbox is an email from a student with the Subject Heading: 'Help'. What are you going to do?
Take a breath and consider the context
- Is this a student whom you know well already?
- Has your past behaviour taught this student to expect out-of-hours responses?
- If so, are you happy to maintain this level of support or does something need to change?
Remember, if you choose to open the email and its content is concerning, you will need to respond.
- Are you prepared for this? Should you wait until you’re at work where there will be support more readily at hand?
- What information do you already have about this student if you need to give contact information to Security or to the Emergency Services?
Example messages and responses
Imagine that you do open the email. Here are some messages and possible responses. Remember to use the responses only as templates for you to change accordingly.
Possible Response: “Thank you for your message, Student. I’m happy to discuss this further with you during work hours. Can you come to my office tomorrow at 4 pm? In the meantime, if you want to speak with someone about how you’re feeling, please call UON After Hours Crisis Support Line on 1300 653 007 or text them on 0488 884 165.”
Possible Response: “Thank you for messaging me. This must be very disappointing for you. Let’s talk tomorrow about your options. If you want to speak with someone right now, please call UON After Hours Crisis Support Line on 1300 653 007 or text them on 0488 884 165.”
Possible Response: “Hi Student, I don’t know what you mean by “there won’t be any point going on”. If you are thinking of dropping out of the course, please consider first coming to speak with me or the Course Co-ordinator. If you want to talk with someone right now, you can call UON After-Hours Support 1300 653 007 or text them on 0488 884 165. I understand that you are feeling very concerned right now about passing the course. Let’s speak tomorrow about how this could happen.”
Possible Response: “Thank you for messaging me. This must be very disappointing for you. Let’s talk tomorrow about your options. If you want to speak with someone right now, please call UON After Hours Crisis Support Line on 1300 653 007 or text them on 0488 884 165.”
Hopefully, you won’t receive too many of the ambiguous messages as given above. With ambiguous messages, you need to think about how comfortable you are with assuming that this student is safe. That is a very individual judgement and depends also on how well you know the student.
Troubling emails during work hours
Amend the suggestions given above so that you are comfortable with the response sent.
If you would like to discuss the most appropriate response with someone else, please choose from these options:
- Contact Campus Care via email campuscare@newcastle.edu.au or phone on (02) 4921 8600. Campus Care is not an emergency service. Report inappropriate, concerning or threatening behaviour through this secure online form.
- If you are worried that someone is in immediate, life-threatening danger, call 000 first and then report the emergency to Security.
- Security numbers are on the back of your Staff Card.
- Call Counselling and Psychological Services on (02) 4921 6622.
- Speak with your Head of School or another senior staff member.
Troubling emails can cause considerable angst
If you’d like to add this message to your email signature or automatic email replies, then you know that the student has the option of accessing help without you opening their email.
Amend the following message to suit you: “The University of Newcastle provides an AfterHours Crisis Support phone line between 5pm to 9am weekdays, and 24 hours over the weekends and public holidays. To access the UON out-of-hours crisis support line: Call 1300 653 007 or Text 0488 884 165 for sms chat option.”
You are not alone. You are part of a team and there are people to help you.
Dealing with a critical incident is exhausting. Look after yourself.
Take time to seek support, including an appointment with EAP service if you’d like.
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.