Lesson 1: What is a mental health crisis?
A mental health crisis is a time when a person's distress becomes so strong that they cannot cope, and their safety or someone else's may be at risk. It can come from a mental illness, a loss, a trauma, substance use, money or housing stress, or many things at once. Anyone can go through a crisis.
You may see a person who is crying and panicking, shouting, very withdrawn, confused, talking about death, or hearing or seeing things others do not. Do not assume a person in crisis is dangerous. Treat each person as an individual.
| What you may see | What may help |
|---|---|
| Panic: fast breathing, fear, feeling of losing control | A quiet spot, slow breathing together, simple reassurance |
| Agitation: pacing, raised voice, clenched fists | Space, a calm low voice, fewer people around, clear choices |
| Psychosis: hearing or seeing things, fearful beliefs | Do not argue; acknowledge feelings and focus on safety |
| Withdrawal: not speaking, staring, very flat | Patience, short questions, check for medical causes |
| Talk of death or suicide | Ask directly, listen, and connect to 9-8-8 or 9-1-1 |
It might be medical
Some medical emergencies look like a mental health crisis: low blood sugar, a head injury, stroke, infection, poisoning or an overdose. If a person is confused, sweaty, shaky or drowsy, or you are not sure, call 9-1-1 so paramedics can check.
Language matters
Say "a person living with schizophrenia" or "a person in crisis", not "psycho" or "crazy". In reports, write what you saw and heard. Never guess a diagnosis.
Lesson 2: Suicide warning signs
The Public Health Agency of Canada lists feelings and behaviours that can be warning signs:
| Feelings | Behaviours |
|---|---|
| Hopelessness about the future | Giving away possessions, saying goodbye |
| Feeling like a burden | Withdrawing from people and activities |
| Feeling trapped | More alcohol or drug use |
| No reason or purpose for living | Big mood changes, reckless or high-risk acts |
If you are worried, ask directly: "Are you thinking about suicide?" Asking will not increase the risk. It shows you care and opens the door to help. Listen, stay calm and tell them they are not alone. If it is safe, stay with them or keep them in sight until help arrives.
Lesson 3: Calm communication
Your voice and body language matter as much as your words. The goal is to lower fear and build enough trust to get the person help.
- Introduce yourself by name and ask theirs.
- Speak slowly and simply. One person talks at a time.
- Give extra space. Stand at an angle, hands visible, no sudden moves.
- Listen more than you talk. Reflect back: "It sounds like you feel ignored."
- Do not argue about voices or beliefs. Acknowledge feelings: "That sounds frightening."
- Ask before you touch, and explain what you are doing.
- Offer real choices: "Would you like to sit here, or by the window?"
- When nobody is in immediate danger, slow down. Time can help a person settle.
Avoid commands like "Calm down!", sarcasm, threats, and crowding the person with several staff. Reduce noise and onlookers if you can.
Lesson 4: Your role and its limits
Guards do not diagnose, treat or force anyone into care. In Alberta, for example, section 12 of the Mental Health Act lets a peace officer take a person for a medical examination when strict conditions are met. Mental health laws differ by province, so learn the rules where you work. Private security guards do not hold this power.
| Situation | Call |
|---|---|
| Anyone in immediate danger, weapon, serious injury, medical emergency | 9-1-1 |
| Person thinking about suicide or in distress, no immediate danger | 9-8-8 (call or text, 24/7) |
| Needs community supports, such as counselling, housing or food | 211 |
About 9-8-8
9-8-8: Suicide Crisis Helpline launched across Canada on November 30, 2023. Anyone in Canada can call or text 9-8-8, 24 hours a day, every day, in English or French. Trained crisis responders answer. You can also contact 9-8-8 if you are worried about someone else, for advice on how to help them. If a person is in immediate danger, call 9-1-1 instead.
An example
A man is pacing in a lobby, crying and saying nobody listens to him. You keep a few metres away and say, "Hi, I'm Sam with security. What's your name?" You listen, reflect what you hear, and ask if he is thinking about hurting himself. He says he is not sure. You offer to call 9-8-8 with him, or to call a friend he trusts. He chooses 9-8-8. You stay nearby, keep the area quiet and write your report afterwards.
Never enter a situation where you feel threatened or unsafe. Step back, keep others away and call for help. Your post orders may also name a supervisor or on-call manager to notify.
Lesson 5: Reporting, privacy and self-care
After the event, write a clear report: times, what the person said and did, what you did, who you called and who took over. Use neutral words. Example: "Female, about 30, crying and shouting 'leave me alone' near entrance at 14:10."
Health information is private. Share details only with responders, your supervisor and others who need them for their duties. Do not discuss the person with tenants or post about them online.
Look after yourself
Crisis calls can stay with you. Talk with your supervisor or team after a hard call, use an employee assistance program if you have one, and reach out to 9-8-8 yourself if you are struggling.