DO NOT SEND THIS OUT TO CALLERS - FOR OUR INFO ONLY AS SOON AS IT BECOMES CLEAR THAT THE CALLER IS SUICIDAL OR HAS HARMED THEMSELVES IN ANYWAY, ASK WHETHER THEY WANT YOU TO GET HELP FOR THEM. IT IS IMPORTANT THAT YOU MAKE THE CALLER AWARE THAT WE CAN SEE THEIR NUMBER AND THAT WE WILL INVOLVE EMERGENCY SERVICES IF NECESSARY. The Policy is that confidentiality will be broken for life threatening situations and in line with this, the caller should be informed that you will try to get help for them even though they do not wish it. IF THE CALLER WANTS HELP: a) Ask their name, address/location and telephone number/if hidden b) Ask what medication (or other) they have taken and when c) Get a colleague to call 999 for a ambulance (tell the emergency services operator which area you want the emergency service for) - do this only if the caller cannot do it for themselves. If working alone either ask the caller to hold or, making sure you have the correct number, offer to ring them back as soon as you have rang the emergency services. d) Stay with the caller or call them back and tell them an ambulance has been called. e) Ensure you write up a complete narrative of what was offered to the caller and what actions you took. IF THE CALLER DOES NOT WANT HELP: the policy is that confidentiality will be broken for life threatening situations and in line with this, the caller should be informed that you will try and get help for them. It is important you keep reminding the caller throughout the call, that we can see their number and if necessary will pass their number onto emergency services. Do not try to trick the caller into disclosing anything they do not want to tell you and make sure that they know you will stay with them, if they want you to, whatever the outcome of the call.