Family Support Services

If a Customer Service Officer is faced with a person threatening self-harm

If possible isolate the person by moving them to a private room/area. Eg: one of the meeting rooms

Contact

Sylvia Marov - will organise an assessment and attempt to elicit relevant information for further support.

If none of the above contacts are available the following points may provide some guidance.

Ask the person if there is a support person, family member or agency that they are involved with that can be contacted.
If children are involved and you feel that their safety may be at risk, Child Protection has a response team that should be contacted. Ask for INTAKE and say that you are making a REPORT. Child Protection Ph: 87655444
If no children are present and you cannot make contact with a support person or agency contact the Crisis and Assessment Team (Monash Health Psychiatric Triage Service). They will conduct an assessment and if necessary come out and/or advice you or the person accordingly. Crisis and Assessment Team (Monash Health Psychiatric Triage Service): Ph: 1300 369 012
If CSO feels it's warranted and only if the customer's address is known then contact '000' as the police are able to conduct welfare checks.

Customer Service Officer’s should not attempt to offer advice or guidance unless otherwise advised by an appropriate authority