Should I call 9-1-1 or 9-8-8?

Call 9-1-1 if anyone is in immediate danger, including a person who may hurt themselves right now. 9-8-8 is for support when a person is thinking about suicide or is in distress but not in immediate danger.

Can a security guard force someone to go to hospital?

No. In Alberta, for example, the power to apprehend a person under the Mental Health Act belongs to peace officers such as police. A guard calls 9-1-1 and keeps people safe until they arrive.

What if I say the wrong thing?

Being calm, honest and caring matters more than perfect words. Listen, do not argue, and connect the person with trained help.

Does this course teach me to diagnose mental illness?

No. Guards should describe what they see and hear, not guess a diagnosis.

Is the certificate accredited or officially recognised?

No. It is a private certificate of completion for knowledge only. It is not recognised, accredited or approved by any government, licensing body, regulator or educational institution, and it does not replace the security licence training required in your province or territory.

Mental Health Crisis Response Course for Guards 2026

Question 1 of 25

What is 9-8-8 in Canada?

The ambulance number in some provinces
The Suicide Crisis Helpline, by call or text
The national police non-emergency number
A line for booking mental health appointments

Show answer

Answer: B. The Suicide Crisis Helpline, by call or text

9-8-8 is Canada's Suicide Crisis Helpline. People can call or text any time, day or night.

Question 2 of 25

When did the 9-8-8 Suicide Crisis Helpline launch across Canada?

January 1, 2020
November 30, 2023
June 1, 2025
July 1, 2017

Show answer

Answer: B. November 30, 2023

The Government of Canada launched 9-8-8 on November 30, 2023.

Question 3 of 25

In which languages can people get help from 9-8-8?

French only
Any language through video call only
English and French
English only

Show answer

Answer: C. English and French

9-8-8 offers support in English and French, 24 hours a day, every day of the year.

Question 4 of 25

Can you contact 9-8-8 if you are worried about someone else?

Yes, it also helps people worried about someone
Only if police ask you to call for them
No, only the person in crisis may call or text
Only if you are a close family member

Show answer

Answer: A. Yes, it also helps people worried about someone

9-8-8 helps people in crisis and people who are concerned about someone else.

Question 5 of 25

A person is standing on a parking garage ledge and says they will jump. What should you do first?

Call 211 for a referral
Call 9-1-1, because there is immediate danger
Leave to get your supervisor in person
Text 9-8-8 and wait for a reply

Show answer

Answer: B. Call 9-1-1, because there is immediate danger

When someone's life is in immediate danger, call 9-1-1 right away. 9-8-8 is for support when there is no immediate danger.

Question 6 of 25

Does asking someone directly whether they are thinking about suicide increase their risk?

Only if you ask more than once
Yes, unless a doctor does the asking
Yes, it can put the idea in their head
No, asking will not increase the risk

Show answer

Answer: D. No, asking will not increase the risk

The Public Health Agency of Canada says asking someone if they are thinking about suicide will not increase the risk.

Question 7 of 25

Which of these is a warning sign of suicide?

Giving away possessions and saying goodbye
Making plans for next month's holiday
Complaining about the parking rates
Asking for directions to a store

Show answer

Answer: A. Giving away possessions and saying goodbye

Warning signs include giving away possessions, saying goodbye, withdrawing from others and talk of having no reason to live.

Question 8 of 25

A tenant tells you they feel trapped and like a burden to everyone. What do these statements suggest?

Signs the person is about to commit a crime
Possible suicide warning signs to take seriously
Normal complaints that need no response
Proof the person has a specific mental illness

Show answer

Answer: B. Possible suicide warning signs to take seriously

Feeling like a burden, trapped or hopeless are warning signs. Show you care and connect them to help such as 9-8-8.

Question 9 of 25

What is a mental health crisis?

A diagnosis that a trained guard gives on the spot
A crime committed by a person who has a mental illness
Any time a person disagrees with a guard or a rule
When distress overwhelms a person's ability to cope

Show answer

Answer: D. When distress overwhelms a person's ability to cope

A crisis is about overwhelming distress and loss of coping, not a diagnosis. Anyone can go through one.

Question 10 of 25

A person says voices are telling them people in the lobby want to hurt them. What is the best response?

Tell them firmly that the voices are not real
Pretend you hear the voices too so they trust you
Make a joke to lighten the mood and relax them
Acknowledge their fear without arguing about the voices

Show answer

Answer: D. Acknowledge their fear without arguing about the voices

Arguing about what a person hears usually increases fear. Acknowledge their feelings, speak calmly and focus on safety.

Question 11 of 25

How should you begin talking with a person in crisis?

Ask for their ID and address before anything else
Speak loudly and firmly to get their attention
Give several clear commands at once to take control
Say your name, ask theirs, and speak slowly in a calm voice

Show answer

Answer: D. Say your name, ask theirs, and speak slowly in a calm voice

A calm, simple, personal start builds trust. A person in crisis may struggle to take in many words at once.

Question 12 of 25

Why should you give a person in crisis extra personal space?

Crowding can feel threatening and raise fear
Because the Criminal Code sets a minimum distance
So other people nearby can take photos or videos
So you can leave quickly without them noticing

Show answer

Answer: A. Crowding can feel threatening and raise fear

Extra space lowers the sense of threat. Avoid sudden moves and do not block their way out unless safety requires it.

Question 13 of 25

A person says, "Nobody listens to me." Which reply shows active listening?

"That's not my problem."
"Calm down, you are overreacting."
"It sounds like you feel ignored. Tell me what happened."
"Everyone feels that way sometimes, move along."

Show answer

Answer: C. "It sounds like you feel ignored. Tell me what happened."

Reflecting back what you hear shows you are listening and helps the person feel understood.

Question 14 of 25

In Alberta, who may apprehend a person under section 12 of the Mental Health Act and take them for a medical examination?

Any licensed security guard on duty
The building or property manager
A peace officer, such as police
Any adult member of the public

Show answer

Answer: C. A peace officer, such as police

Section 12 gives this power to peace officers. A private security guard should call police when this may be needed.

Question 15 of 25

A person in distress is holding a knife and talking about hurting themselves. What should you do?

Corner them so they cannot move or run
Leave the area and go off-site until it is over
Move in quickly and try to grab the knife
Keep your distance, call 9-1-1 and keep talking if safe

Show answer

Answer: D. Keep your distance, call 9-1-1 and keep talking if safe

Your safety and theirs come first. Keep distance, get police and EMS coming, and avoid any move that could cause harm.

Question 16 of 25

Which way of describing someone uses respectful, person-first language?

A psycho who needs pills
The crazy person in unit 4
A schizophrenic who lives here
A person living with schizophrenia

Show answer

Answer: D. A person living with schizophrenia

Person-first language describes the condition as something a person has, not who they are. Slurs increase stigma.

Question 17 of 25

A person is sweaty, shaky, confused and acting strangely. What is important to remember?

Strange behaviour always means a mental illness
Medical problems never cause confusion or odd behaviour
Some medical problems can look like a mental health crisis
Confusion and sweating always mean drug use

Show answer

Answer: C. Some medical problems can look like a mental health crisis

Some medical emergencies cause confusion or odd behaviour. When in doubt, call 9-1-1 so EMS can assess the person.

Question 18 of 25

Which notebook entry is the most professional?

"Crazy lady screaming at the entrance again at 14:10."
"Female, about 30, crying and shouting near entrance at 14:10."
"Psycho at the front door again, told her to go away."
"Woman obviously bipolar and off her meds at front door."

Show answer

Answer: B. "Female, about 30, crying and shouting near entrance at 14:10."

Record what you saw and heard. Do not guess a diagnosis or use labels; you are not qualified to diagnose.

Question 19 of 25

A person in crisis is not in danger but needs community support, such as housing or counselling services. Which service can help find them?

9-1-1
Your security company's dispatch
211
The licensing office

Show answer

Answer: C. 211

211 is a free, confidential service that connects people with community and social services, including mental health support.

Question 20 of 25

Another tenant asks you what was wrong with the person who was taken to hospital. What should you do?

Keep it private; share only with those who need to know
Describe everything you saw so they feel informed
Post a short update in the building's group chat
Tell them the person's diagnosis so they understand

Show answer

Answer: A. Keep it private; share only with those who need to know

Health information is private. Share it only with responders, your supervisor and others who need it for their duties.

Question 21 of 25

When there is no immediate danger, why can slowing things down help?

It makes the person forget what upset them
It gives the person time to calm down
It gives you a reason not to write a report later
It lets you take a break while the person waits

Show answer

Answer: B. It gives the person time to calm down

Rushing can raise stress. When safety allows, time and patience often lower the intensity of a crisis.

Question 22 of 25

A person in crisis says they do not want police involved. They are not a danger to anyone. Which response is most helpful?

Offer to call 9-8-8 together or call someone they trust
Call police anyway so the person takes it seriously
Walk away, since they have refused all help
Tell them they have no choice in the matter

Show answer

Answer: A. Offer to call 9-8-8 together or call someone they trust

Offering choices respects the person and may help them accept support. Call 9-1-1 if the risk changes.

Question 23 of 25

What should you do for yourself after a difficult crisis call?

Keep it to yourself so you look tough to the team
Debrief with your supervisor and use supports like an EAP
Skip your report so you can forget about it faster
Work straight through to the end of your shift with no break

Show answer

Answer: B. Debrief with your supervisor and use supports like an EAP

Hard calls affect everyone. Debriefing and using available support help you stay healthy and effective.

Question 24 of 25

Which is a good reason to avoid touching a person in crisis without asking?

Touching anyone at work is always a criminal offence
Only police are allowed to touch members of the public
It will make you look weak in front of others
Unexpected touch can feel threatening

Show answer

Answer: D. Unexpected touch can feel threatening

Many people in crisis feel unsafe. Ask first and explain what you are doing, unless you must act to prevent immediate harm.

Question 25 of 25

If a person in crisis shows signs they may become violent, what does CCOHS advise about entering an unsafe situation?

Enter quickly before they notice you are there
Wait until the person turns their back, then enter
Do not go in if you feel threatened or unsafe
Go in alone so the person feels respected

Show answer

Answer: C. Do not go in if you feel threatened or unsafe

CCOHS advises workers not to enter situations where they feel threatened. Step back, get help and call 9-1-1 if needed.

Mental Health Crisis Response Course for Guards 2026

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