Helping Distressed Students - A Guide for Staff
Most students will cope well with the stresses of academic life given reasonable support from their friends, family and academic tutors. Sometimes they need more than this. If you feel you need to, or are requested to, give a student extra assistance, it is important to help within the boundaries of what you feel competent to do.
This guide gives you advice on dealing with both crises and more everyday situations. It has been produced to:
- Help you to recognise when a student may be in difficulty.
- Provide advice to help you respond/refer appropriately and effectively.
- Remind you of the sources of support within the University and in the Community.
- Raise awareness of issues relating to student mental health.
Recognising student distress
Student distress may come to your attention in a variety of ways. Some students will tell you if they are experiencing difficulties and will ask you directly for help.
You may also realise from changes in someones behaviour, appearance, attendance or academic performance that they may be in some difficulty.
You may notice evidence of drug or alcohol abuse or self-harm.
You may also be alerted to problems by concerned classmates or friends of the student.
It is important to meet promptly with students once you are aware there might be a problem.
Early intervention is crucial in tackling common mental health difficulties and can help to minimise the effect of students personal circumstances on their academic performance and progress.
Confidentiality
Treat all the personal information a student might disclose with respect and discretion. However, confidentiality cannot be kept in the following circumstances:
- When we believe there is substantial risk of the student harming themselves or others.
- When there is a requirement in law to disclose information.
Ask for a students consent to sharing information with other University staff. Most students will agree to the level of information sharing which is necessary to ensure that they are getting the support they need.
If a student insists that they need to speak to someone in strict confidence they should be referred to the Student Counselling Service which has a professional code of confidentiality.泭
If it is not urgent
What you should do if the situation does NOT require immediate action
It is NOT urgent if there is no immediate risk to the student and/or to others, although the student may be depressed, anxious, generally stressed, homesick, lonely and isolated, having problems with relationships, suffering from low self-esteem, bereaved, having unexplained study or financial problems AND if the student will accept help:
Decide who is the best person to provide help.
If you feel you could help the student
You must ensure that:
- You have sufficient time, skill, knowledge.
- It does not conflict with your role.
- You are able to:
- Listen to the students concerns.
- Offer practical advice.
- Provide reassurance.
- Show your concern by following up your conversation at another time.
If you feel someone else should help the student
Are you clear what the student needs?
If so, refer directly or encourage the student to self-refer.
If you are unsure, then seek further advice from student services email: 'studentservices@qmu.ac.uk' and/or our counselling and wellbeing service email: 'cws@qmu.ac.uk' .
Please note that QMU student counselling and wellbeing service operates Mon-Fri, office hours (no out of hours response)
If the student will not accept help
You can make it clear that you will help if the student changes his or her mind.
You can monitor the situation and maintain check ins with the student.
You should alert the students PAT and might consider sharing with counselling and wellbeing service 'cws@qmu.ac.uk'.
Please note that QMU student counselling and wellbeing service operates Mon-Fri, office hours (no out of hours response)
In all situations
- Make sure that you debrief by talking the situation through with a colleague, manager or support from QMU HR staff support.
If it is urgent
What you should do if the situation IS urgent
It IS urgent if:
- You believe the student may be at risk of harm to him or herself, or others.
- You are concerned for one or more of the following reasons. The student:
- May be at risk of serious self-harm.
- Expresses suicidal thoughts.
- Has completely stopped functioning.
- Seems very disorientated and out of touch with reality.
- Is behaving out of character.
- Is violent or threatening violence to people or property.
If the student will accept help
In office hours
Refer the student directly to their GP to make an urgent appointment.
If at immediate risk, call security (2222).
Contact Head of Student Services (Jessica Lindohf) email: 'JLindohf@qmu.ac.uk' and Counselling and Wellbeing service, email: 'CWS@qmu.ac.uk'泭 to alert them to your concerns.泭泭
Please note that QMU student counselling and wellbeing service operates Mon-Fri, office hours (no out of hours response)
Out of hours (GP and University)
Call NHS 24 (111) or call the emergency services (999).
You can get help by phoning Security on 2222.
If the student will not accept help
In office hours
Contact the students GP or if unknown, call security on 2222 for help in contacting emergency services.
Out of hours (GP and University)
Call Security on 2222 for help in contacting emergency services or call NHS 24 (111), emergency services (999) or Mental Health Assessment Service (0131-537-6000).
In all situations
- Try to stay calm.
- Engage with the student if possible, but put safety first.
- Prioritise your own safety and that of others at the scene.
- Whenever possible, make sure that you have support available, i.e. colleague, friend, security.
- Make sure that you are supported with a debrief with colleague, manager, HR staff support.泭
- Keep a written record.
- Inform your line manager.
University Support Services
Emergency
Dial 2222 (from internal QMU phones)
Security (First Aiders)
Tel: 0131 474 0000 then say Security
Security staff can assist in contacting emergency services.
Student Services
Student Services is located on Level 1 (along red corridor).
Tel: 0131 474 0000 then say Student Services or one of the specific services listed below:
| Counselling and Wellbeing Service泭 | cws@qmu.ac.uk |
|---|---|
| Disability Service | disabilityadvisers@qmu.ac.uk |
| Funding Advice Service | studentfunding@qmu.ac.uk |
| Careers and Employability | careers@qmu.ac.uk |
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Effective Learning Service
ELS@qmu.ac.uk or ELSinternational@qmu.ac.uk
Located in the LRC. Gives advice on a range of study skills.
Accommodation Services
Support and advice on campus accommodation matters.
Residence Life
For students living in QMU accommodation. Help & support offered by the Residence Life team.
Students Union
helpzone@qmu.ac.uk
Tel: 0131 474 0000 then say Students Union
The Students Union Help Zone provides students with independent, confidential advice and support on welfare and academic matters, including extenuating circumstances, academic appeals, disciplinary, complaints, and fitness to practice issues.
Further advice and information regarding student support please contact Head of Student Services, Jessica Lindohf 'JLindohf@qmu.ac.uk'泭
Useful numbers
Call 999 if you or someone you know experiences an acute life-threatening medical or mental health emergency.
Contact NHS 24 Free phone: 111
Book an emergency GP appointment - Your GP holds overall health responsibility including any mental health concerns you may have.
For students registered with a medical practice in East Lothian (including Riverside Medical Practice) you can:
- Call the CWIC service for mental health concerns to speak to a trained practitioner, for more information on
NHS Emergency Mental Health Assessment can be available through contacting the Mental Health Assessment Service on 0131 537 6000. This is a self-referral service and is based in the Royal Edinburgh Hospital, Morningside Place.
Penumbra run and they can be contacted directly on 0808 801 0414 if you want to discuss a mental health crisis.
If you or someone you know is experiencing domestic abuse, violence, intimate partner violence, assault, rape or you feel that your own safety or someone else's is at risk PLEASE KNOW THERE IS SUPPORT AVAILABLE:
QMU Advice and Support for Sexual Harassment and Violence
At any time if you or anyone else is in immediate danger please call the Police on 999.
Listening services
Breathing Space Helpline
Free phone: 0800 83 85 87
Opening hours: Monday Thursday 6pm to 2am, Friday 6pm Monday 6am
Samaritans
Free phone: 116 123 - National Line
Open 24/7
Email: jo@samaritans.org
Edinburgh Night Line
Confidential Support for Students 8pm-8am term-time. Tel: 0131 557 4444
