Supporting someone with mental health care needs? Helpful tips for you and your clients.

Communicate clearly with simple responses such as:

• 'Thank you for reaching out, and for sharing what you are going through.'
• 'Thank you for sharing this with me, I’m sorry to hear you’re having a difficult time.'

Encourage conversation without pressure like:

• 'Is there anything that usually helps when you are feeling low?'
• 'Do you have any hobbies that you would like a carer to assist you with, to give you some relief from how you are feeling?'

Showing empathy and being non-judgemental might include:

• 'I can imagine this is quite a difficult situation to go through.'
• 'This must be very hard on you, it sounds like you are having a difficult time.'

If the client appears highly distressed or in crisis

Try to stay calm and assess the situation.If a client’s messages suggest they are highly distressed, or may be at risk of harming themselves or others, and you are concerned about a client's immediate safety, you can select the 'report user' function on the messaging tab, or contact us on 01387 733665. Do not feel that you need to manage a crisis alone.

How to maintain your own boundaries
While offering support and assessing whether you might want to assist the client, remember: you simply need to listen with a non-judgemental attitude, assess and escalate concerns if needed - you do not need to provide therapy or crisis counselling. If conversations become inappropriate or a client crosses professional boundaries, report this to us at Curam via the user report function, and we can look into this.

Choosing not to support the client

At Curam, we promote a model of choice and control. If you decide you would prefer not to assist the client, you may wish to send them a simple but gentle message, such as:

• 'Thank you for sharing your needs with me. I don't think I am the best fit for your support needs, but I hope you find a suitable carer, and I wish you all the best.' 

• 'Thank you for taking the time to share your needs with me. After giving it some thought, I don’t think I’m the right match for the support you’re looking for, but I hope you find the right carer, and I wish you all the best going forward.'

• 'Thank you for being open about your needs. While I don’t think I’m the right fit to support you, I really hope you find someone who is, and I wish you all the best in your search.'

It is important to keep the tone of the message positive, and to not raise/relay any of the clients' specific mental health issues as being the reason that you are choosing not to assist, as this may be perceived as hurtful, especially to someone who is feeling vulnerable. 

Look after yourself afterwards
Hearing and supporting a person that is suffering mentally can be difficult, even if it is just a brief conversation. Take time after challenging interactions to check in with yourself, speak with us at Curam if needed, and perhaps do something that helps to clear your head i.e a walk, journalling, or whatever might help you to mentally reset. If you need confidential emotional support, Samaritans (116 123) are a free helpline, where you can speak to a trained volunteer listener about how you are feeling. They are available 24/7, and you can also email via jo@samaritans.org 

If you think it is appropriate, you may also wish to signpost a client to Samaritans, to have a safe space where they can talk about what they are going through. 

Remember: You do not need to have all the answers. A calm, kind message can make a meaningful difference, as well as knowing your own professional boundaries and when a placement may not be for you. Please note: the above points are intended as guidance rather than strict rules, as every situation is different and should be considered on a case-by-case basis. The above may not be appropriate in every circumstance. As always, we advise carers to call the emergency services, should you find yourself in a situation that requires police presence or urgent medical attention. If you have any doubts or questions, please don’t hesitate to call us on 01387 733665.