Critical Incidents - Leader Guide
Critical incidents are events that can cause significant stress and potential disruption to the usual functioning of individuals, teams and organizations. These instances may bring emotional distress for individuals impacted, and it is natural for employees to feel overwhelmed. At Ohio State, you are not alone. The university’s Employee Assistance Program (EAP) counselors can help teams feel cared for, supported and connected in times of stress.
EAP counselors have specialized training in strategies that enhance resilience and help organizations cope effectively with highly stressful events.
Leaders are encouraged to review the information below and contact the Ohio State EAP to request a Critical Incident Response (CIR) consultation. This is an opportunity to discuss how best to support your employees. Reach out via the EAP’s 24/7 phoneline at 800-678-6265 or confidential email to eap@osumc.edu.
After the request is submitted, a consultation is usually offered within 24 hours. A response plan provides onsite intervention within 48-72 hours or as indicated by the leader. This timely support can help restore stability and well-being.
Definition of a Critical Incident
A critical incident is a disruption, traumatic event or disaster, such as an act of violence, natural disaster, death of a coworker, health care crisis, workforce reductions, change management and transitions.
People Leader’s Role
The way leaders support people during and following traumatic incidents can be powerful with long-lasting impact. Employees look to their leaders for guidance, information, direction and support. People leaders should contact and engage with the EAP as soon as possible following a critical incident to conduct an assessment and get support for their team members.
EAP Role
EAP is not an emergency service. Counselors collaborate with you to determine the best response. EAP recommendations are based on research-based standard practices, current assessment of situational needs and the current stage of recovery. Consulting allows the response to be based on the assessment and not just a reaction. A thorough assessment helps to provide tailored, appropriate assistance to those who need it. The assessment will also help people leaders be as prepared as possible for potential future incidents.
EAP Assistance after a Critical Incident
The EAP helps you foster a stable, resilient environment within their team after a critical incident occurs. EAP services complement organizational processes to build upon the actions of leaders and set the stage for future supportive interventions.
EAP counselors collaborate to guide you in assisting employees who are affected by an incident. This helps restore a sense of stability and safety and offers emotional support and behavioral health expertise, setting the trajectory for resilience and recovery.
The EAP’s specially trained, trauma-informed counselors help navigate an incident by offering recommendations and resources, assessing an incident and developing a plan for individualized and team support.
The EAP will provide guidance and recommendations and collaborate with you to create a preliminary Critical Incident Response (CIR) plan. The following are some ways that we might be able to help your team:
Planning
- Leader consultation: EAP counselors connect with leaders to assess current needs, recommend a plan for organizational and individualized support, and provide leaders with information about services and ongoing resources.
- Debrief and information session participation: Debriefings and informational offerings position management “out front” and in control, delivering facts, support and resources. EAP is offered as a resource and may offer general guidance. Our role is to complement and further empower leaders, provide brief education and outline the interventions available in coordination with leadership.
Staff and team support
- Individual counseling: These are opportunities for individuals to meet with an EAP counselor. Meetings with the EAP are voluntary and are not mandated. Sessions are focused on crisis intervention, safety, resilience and the impact of the crisis on work. Meetings are typically five to 20 minutes and are provided in a confidential space.
- Group support meetings: While group meetings facilitated by an EAP counselor may be useful, these require coordination and a cooperative effort to create the time, place and necessary communication. The plan to offer a group meeting will take into consideration operational demands and routines and the risk of additional exposure to trauma.
What to expect
During a critical incident support session, the EAP counselor will provide time to reflect and share resources with participants, including information about common reactions, coping mechanisms and ways to support each other. Critical incident support sessions can be provided in person or virtually, emphasizing accessibility and timeliness as important factors in helping all those impacted. Participation and attendance is voluntary and individuals may choose to participate as much or as little as feels comfortable for them.
Critical Incident Response Steps
After being involved in or being notified of a critical incident, people leaders should contact The Ohio State University EAP 24/7 support line at 1-800-678-6265 to inform them of the situation that requires attention. These calls are directed to AllOne Health, Ohio State’s EAP partner. The on-call manager at AllOne Health will notify the EAP director and help determine what resources will be needed to respond. You can also contact the EAP director via phone at 614-292-2465 during the hours of 7 a.m. – 6 p.m. Monday-Friday and via email to eap@osumc.edu or Jodie.leister@osumc.edu.
Important Reminder: When speaking with AllOne Health, callers should provide information concerning the nature of the incident, contact information for department point person(s), estimated number of those impacted and availability to call or meet virtually or in person to plan support services.
Once the initial request has been made, callers or the identified point of contact, will be contacted by Ohio State’s EAP director, Ohio State’s EAP team, or the AllOne Health on-call manager to coordinate and plan for specific support services for individuals and teams.
Please note: The Ohio State EAP team will provide critical incident response services to Franklin and contiguous counties when possible. If services are requested for Ohio State employees located outside of Franklin and contiguous counties, AllOne Health will leverage trained external affiliate experts to provide services on behalf of Ohio State’s Employee Assistance Program.
Once the session has been scheduled, send interested participants the session information, including time, location and objectives. If needed, the EAP team can assist in providing communication support for informing employees of the support session.
Reminder: Support sessions are not mandatory and participation is voluntary. Employees should be provided with every possible opportunity to attend support sessions.
On the day of the support session, the EAP clinician will arrive approximately 15-30 minutes prior to the scheduled time to set up the room and debrief with the point of contact. If possible, refreshments such as water, coffee or a light snack should be provided for participants by the department. The clinician providing the CIR will assemble the room to create a warm and comfortable environment, with resource handouts, tissues and other materials.
Support sessions are typically 60 minutes.
The Ohio State EAP team will follow up with leadership or the person who requested support within 24 hours of delivering the support session and provide initial feedback and recommendations for further support that may be needed. EAP will then reach out approximately two weeks later to check in and consult with leadership for any additional support needed.