Mental Health Crisis Response Course for Guards 2026

1. Pergunta 1 de 25

   What is 9-8-8 in Canada?

   • AThe ambulance number in some provinces
   • BThe Suicide Crisis Helpline, by call or text
   • CThe national police non-emergency number
   • DA line for booking mental health appointments
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   Resposta: 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.

2. Pergunta 2 de 25

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

   • AJanuary 1, 2020
   • BNovember 30, 2023
   • CJune 1, 2025
   • DJuly 1, 2017
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   Resposta: B. November 30, 2023

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

3. Pergunta 3 de 25

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

   • AFrench only
   • BAny language through video call only
   • CEnglish and French
   • DEnglish only
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   Resposta: C. English and French

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

4. Pergunta 4 de 25

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

   • AYes, it also helps people worried about someone
   • BOnly if police ask you to call for them
   • CNo, only the person in crisis may call or text
   • DOnly if you are a close family member
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   Resposta: A. Yes, it also helps people worried about someone

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

5. Pergunta 5 de 25

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

   • ACall 211 for a referral
   • BCall 9-1-1, because there is immediate danger
   • CLeave to get your supervisor in person
   • DText 9-8-8 and wait for a reply
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   Resposta: 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.

6. Pergunta 6 de 25

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

   • AOnly if you ask more than once
   • BYes, unless a doctor does the asking
   • CYes, it can put the idea in their head
   • DNo, asking will not increase the risk
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   Resposta: 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.

7. Pergunta 7 de 25

   Which of these is a warning sign of suicide?

   • AGiving away possessions and saying goodbye
   • BMaking plans for next month's holiday
   • CComplaining about the parking rates
   • DAsking for directions to a store
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   Resposta: 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.

8. Pergunta 8 de 25

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

   • ASigns the person is about to commit a crime
   • BPossible suicide warning signs to take seriously
   • CNormal complaints that need no response
   • DProof the person has a specific mental illness
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   Resposta: 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.

9. Pergunta 9 de 25

   What is a mental health crisis?

   • AA diagnosis that a trained guard gives on the spot
   • BA crime committed by a person who has a mental illness
   • CAny time a person disagrees with a guard or a rule
   • DWhen distress overwhelms a person's ability to cope
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   Resposta: 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.

10. Pergunta 10 de 25

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

    • ATell them firmly that the voices are not real
    • BPretend you hear the voices too so they trust you
    • CMake a joke to lighten the mood and relax them
    • DAcknowledge their fear without arguing about the voices
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    Resposta: 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.

11. Pergunta 11 de 25

    How should you begin talking with a person in crisis?

    • AAsk for their ID and address before anything else
    • BSpeak loudly and firmly to get their attention
    • CGive several clear commands at once to take control
    • DSay your name, ask theirs, and speak slowly in a calm voice
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    Resposta: 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.

12. Pergunta 12 de 25

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

    • ACrowding can feel threatening and raise fear
    • BBecause the Criminal Code sets a minimum distance
    • CSo other people nearby can take photos or videos
    • DSo you can leave quickly without them noticing
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    Resposta: 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.

13. Pergunta 13 de 25

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

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

14. Pergunta 14 de 25

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

    • AAny licensed security guard on duty
    • BThe building or property manager
    • CA peace officer, such as police
    • DAny adult member of the public
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    Resposta: 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.

15. Pergunta 15 de 25

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

    • ACorner them so they cannot move or run
    • BLeave the area and go off-site until it is over
    • CMove in quickly and try to grab the knife
    • DKeep your distance, call 9-1-1 and keep talking if safe
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    Resposta: 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.

16. Pergunta 16 de 25

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

    • AA psycho who needs pills
    • BThe crazy person in unit 4
    • CA schizophrenic who lives here
    • DA person living with schizophrenia
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    Resposta: D. A person living with schizophrenia

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

17. Pergunta 17 de 25

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

    • AStrange behaviour always means a mental illness
    • BMedical problems never cause confusion or odd behaviour
    • CSome medical problems can look like a mental health crisis
    • DConfusion and sweating always mean drug use
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    Resposta: 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.

18. Pergunta 18 de 25

    Which notebook entry is the most professional?

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

19. Pergunta 19 de 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?

    • A9-1-1
    • BYour security company's dispatch
    • C211
    • DThe licensing office
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    Resposta: C. 211

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

20. Pergunta 20 de 25

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

    • AKeep it private; share only with those who need to know
    • BDescribe everything you saw so they feel informed
    • CPost a short update in the building's group chat
    • DTell them the person's diagnosis so they understand
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    Resposta: 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.

21. Pergunta 21 de 25

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

    • AIt makes the person forget what upset them
    • BIt gives the person time to calm down
    • CIt gives you a reason not to write a report later
    • DIt lets you take a break while the person waits
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    Resposta: 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.

22. Pergunta 22 de 25

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

    • AOffer to call 9-8-8 together or call someone they trust
    • BCall police anyway so the person takes it seriously
    • CWalk away, since they have refused all help
    • DTell them they have no choice in the matter
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    Resposta: 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.

23. Pergunta 23 de 25

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

    • AKeep it to yourself so you look tough to the team
    • BDebrief with your supervisor and use supports like an EAP
    • CSkip your report so you can forget about it faster
    • DWork straight through to the end of your shift with no break
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    Resposta: 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.

24. Pergunta 24 de 25

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

    • ATouching anyone at work is always a criminal offence
    • BOnly police are allowed to touch members of the public
    • CIt will make you look weak in front of others
    • DUnexpected touch can feel threatening
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    Resposta: 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.

25. Pergunta 25 de 25

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

    • AEnter quickly before they notice you are there
    • BWait until the person turns their back, then enter
    • CDo not go in if you feel threatened or unsafe
    • DGo in alone so the person feels respected
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    Resposta: 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.

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