How should security officers address a potential mental health crisis?

In situations involving a potential mental health crisis, the most appropriate response for security officers is to call trained professionals and provide support. This approach is correct because mental health crises often require specialized knowledge and training to address effectively and safely. Security officers, while trained in their roles, may not have the qualifications needed to assess or provide the appropriate interventions for individuals experiencing such crises.

By calling trained professionals, such as mental health crisis teams or emergency services, security officers ensure that the individual receives the expert care they need. Providing support means remaining calm, maintaining a safe environment, and offering reassurance to the individual, which can help to de-escalate the situation until the professionals arrive.

Additionally, confronting the individual directly may provoke a negative reaction or escalate the crisis, which is not advisable. Ignoring the situation can lead to further deterioration of the individual's condition and potential harm to themselves or others. Asking bystanders for their opinions may introduce unnecessary confusion and lack of expertise into an already delicate situation, which could complicate the response. Therefore, involving trained professionals while providing a supportive presence is the best practice.