Guidance

Suicide and self-harm: supporting vulnerable customers

Published 30 August 2023

About: Suicide and self-harm: supporting vulnerable customers

This guidance tells HM Passport Office staff about the obligations placed on them and on the organisation if a customer tells us they are going to harm themselves or other people.

It explains how staff can identify vulnerable customers who may consider suicide or harm to themselves or others and how they can help the customer. It also explains how we will support our staff who may deal with this situation.

Contacts

If you have any questions about the guidance and your line manager or senior caseworker cannot help you or you think that the guidance has factual errors then email Guidance & Quality, Operating Standards.

If you notice any formatting errors in this guidance (broken links, spelling mistakes and so on) or have any comments about the layout or navigability of the guidance then you can email Guidance & Quality, Operating Standards.

Publication

Below is information on when this version of the guidance was published:

• version 3.0
• published for Home Office staff on 26 September 2022

Changes from last version of this guidance

This guidance has been updated to reflect the change in our sovereign from Her Majesty Queen Elizabeth II to His Majesty King Charles III.

Suicide and self-harm: customer threat to themselves or others

This section tells HM Passport Office staff about the considerations, expectations and obligations placed on them and on the organisation if a customer tells us that they are going to harm themselves or other people.

HM Passport Office staff interact with our customers, face to face, by phone, using digital contact platforms such as email, Skype for Business or Microsoft Teams or in correspondence. This means it is possible that you, a member of HM Passport Office staff, will see, hear or read about a customer who says they intend to:

• harm or kill themself
• harm or kill another person, for example their child

The customer’s comments may be unconnected to the passport application process or as a direct result of actions HM Passport Office have taken. For example, refusing or rejecting an application or placing unwanted obligations on the customer such as an observation in their passport. Regardless of why the customer says they intend to harm themselves or others, we must act appropriately.

If the interaction relates to a customer who is saying they are at a risk of harm due to the action of someone else, you must follow the Vulnerability considerations for passports guidance.

It is important that HM Passport Office staff, manage the situation in a consistent way, treating the customer as an individual and always acting in line with current policies and guidance.

You must use this guidance in conjunction with the existing Vulnerability considerations for passports guidance.

There are also Civil Service Learning online e-learning modules to help HM Passport Office staff deal with incidents of this nature and support vulnerable customers and customers who suggest self-harm or suicide.

There are also external training resources available online to support staff.

We recommend that customer facing HM Passport Office staff and their leadership teams complete this training.

HM Passport Office obligations to our customers

If a customer states they will harm themselves or others, you must always assume they will, and you must act accordingly. As part of HM Passport Office’s vulnerability strategy, we all have a duty to act promptly during these situations along with fulfilling other obligations we have to our customers.

These obligations depend on where and how the situation occurs, for example, in person at an interview, in correspondence or over the phone.

If the customer is based in the UK, you must consider whether it is appropriate to tell the police that the customer has stated they intend to harm themselves or others.

If the customer is based overseas you must consider whether the Foreign, Commonwealth & Development Office (FCDO) should be contacted to check if they are aware of the person or if they wish to contact the individual or refer the matter to local authorities or police in that country.

How to respond to a threat of suicide or self-harm

This section tells HM Passport Office staff what action to take if a customer tells you they are planning to harm themselves or someone else.

It is very hard to correctly assess whether a customer intends to harm themselves, or others, or is using the threat as a tactic to manipulate a situation. It is especially difficult to distinguish intent in a statement received in writing or statement made by phone. You must take all declarations of suicide or harm seriously; act accordingly and always assume a customer will harm themselves or others if they say they will.

To help you deal with these situations we recommended you create a sticky note (using the points below) to add to your work desktop. The sticky note is easily accessible and will be available should you need it in an emergency:

Suicide and self-harm: supporting vulnerable customers guidance document

1. Take the risk seriously (listen and try to understand)
2. Line manager or colleague to take notes (if available)
3. Gather information (where, when, what, how, why, who is at risk (self or others))
4. Give referral advice (the Samaritans)
5. Summon emergency help if needed (call the police, ambulance service immediately if in imminent danger)
6. Seek personal support and make a record of this incident

Suicide or self-harm: when we are made aware of the threat

We, HM Passport Office staff, must always aim to avoid causing extra stress by delaying a response and respond quickly to avoid prolonging any ongoing distress. If the customer makes a statement about harming themselves or others, there are two things you must immediately consider:

• what the response should be (based on an assessment of the likely threat implied in the statement and the severity or urgency implied by the threat)
• your ability to respond appropriately (this could be your own confidence or the level of control you have of the situation or the potential cause of distress)

In all instances, you must report it to senior area management as soon as possible (report can be made either by your immediate line management chain or directly by yourself if time allows), they will decide what action to take and by whom.

It may sometimes be appropriate to inform other agencies connected to the customer of the threats to harm themselves or others even if the threat is not considered immediate or severe enough to contact the emergency services. An example could be a person known to be under the care of a mental health service.

Sharing the customer’s data is lawful in this scenario as it is necessary to protect someone’s life and is one of the grounds on which personal data can be lawfully processed.

The senior area manager responsible for managing the incident can contact equivalent representatives in Public Protection and Standards (PPS), MBG (Migration and borders group (policy group)) or Guidance & Quality for advice about:

• issues that might be affecting the application, for example any requirements that the customer has been unable to meet
• this guidance

How to assess a threat of suicide or self-harm

When a person threatens suicide or self-harm, or harm to another person such as their child, it can be difficult to accurately assess the intent and your response will depend on how and when the threat is made. You must treat all threats seriously and consider whether the evidence presented to you means that:

• there is a serious, immediate, and evidence-based risk that the person is likely to take their own life or self-harm, or harm someone else
• serious self-harm or attempted suicide has already occurred (serious self-harm is where the harm would need medical treatment)

If the risk is so immediate that you feel it is an emergency situation you must call the emergency services on phone number 999 (if the customer is in the UK).

When you assess the risk, you must consider if there is evidence showing:

• the customer has made repeated threats of suicide or self-harm
• a minor incident of actual self-harm has already occurred (a minor incident would not need professional medical treatment)
• a previously recorded incident of threatened self-harm or suicide (this may be in written correspondence or presented verbally (on the phone, other digital communication platforms or in person)
• you are aware the person concerned is already in contact with health or social services

The factors above may initially present a potentially less serious outcome, but you must not make assumptions and always make your assessment and any interventions you instigate (for example referral to a General Practitioner (Doctor) or police) are based on the perceived threat as you are experiencing it.

Suicide or self-harm assessment: statement made in person

The customer may tell you they intend suicide or to harm themselves or others while they are at a public counter or during an identity or fraud interview. If you are dealing with the customer in person you must consider:

• their physical and emotional behaviours (how are they acting?)
• the safety of other customers, visitors or staff in the immediate area
• the application history (for example, has there been earlier contact with the customer and what are the time factors involved?)
• timing considerations (when do they want to travel?)
• how far are they away from home, from support and health networks?
• reporting expectations (the discretion expected or applied because of the public area and who will support or take any action required?)

Suicide or self-harm assessment: statement made over the telephone

The customer may make a statement about suicide or harm to themselves or others, to you verbally over the telephone. Important assessment factors when you deal with a customer making a statement over the telephone can include:

• the customer’s emotional behaviour (what are they saying?, do they sound angry?, frightened?)
• the knowledge of the application history (any earlier contact with the customer, time factors)
• reporting expectations (who will support you?, how can you raise that the incident is occurring, who will take any action?)
• timing considerations (when do they want to travel?)
• location (where are they?, who are they with?)

Suicide or self-harm assessment: statement made during contact over a digital contact platform

The customer may make a statement about suicide or deliberate harm to you whilst you are talking to them or interviewing them over a digital contact platform, for example a Skype for Business (SfB) interview or a Microsoft (MS) Teams interview. Important assessment factors for a customer making a statement using this media can include:

• the customer’s physical and emotional behaviours (how are they acting?)
• the knowledge of the application history (earlier contact with the customer, time factors)
• reporting expectations
• timing considerations (when do they want to travel?)
• how far they are away from home, from existing support and health networks?
• whether you are home working (how can you access support or help quickly?, for example instant message or invite a manager or colleague to the call)
• the facility to record the interaction (and how the customer may respond to the conversation being recorded?)

Suicide or self-harm assessment: statement made in writing

The customer may make the statement about suicide or deliberate harm, in writing, in a letter or email, when they reply to our correspondence. This means there could be limited information to make an accurate assessment of the customer’s intent. Important assessment factors for a customer making a statement in writing can include:

• the customer’s tone in writing (what are they saying? do they appear to have been angry?, frightened?, use of capitals when they wrote the letter?)
• the knowledge of the application history (any earlier contact with the customer)
• time factors (has the customer stated a specific time issue?)
• reporting expectations (that you must keep the written statement, who do you make aware, who will take action as a result, when you must flag the statement)
• timing considerations (when did the letter arrive?, have we had contact with the customer since it was sent and before it arrived?, how quickly you must raise to area management that a statement has been received)
• location (where are they writing from?, for example, were they at home?)

If the statement about self-harm is received in writing you must give particular care to how the response is handled, who manages the incident and the retention of the written statement.

Suicide or self-harm: managing the incident

The 6 point action plan is an approved (by the Home Office) method of handling situations when a customer has said that they are intending to harm themselves or others (a summary is given below). The plan lists the steps you, the HM Passport Office member of staff, must take when you deal with an incident of this nature.

Following the plan will help you find out:

• how well formed the customer’s plans are (for example, have they planned a method, do they have the means to carry their plan out, do they know when they will do it)
• if they have tried to harm themselves or others previously
• how soon do they intend to act and harm themselves or others

In all instances, matters must be escalated to senior area management as soon as possible, who may decide what action should be taken and by whom.

Suicide or self-harm: managing contact, incident records and correspondence

You must discuss the matter urgently with your line manager (or grades above) if you (the person dealing with the customer):

• are unable to make or keep contact with them due to your personal circumstances
• you have significant concerns

If the statement about self-harm is received in writing you must give particular care to how the response is handled, who handles it and the retention of the written statement. The senior manager responsible for managing the incident must decide who responds to the statement.

The record of the incident and any resulting activity and consideration about the statement to self-harm or harm others (including a record of any decisions made in relation to the application) must be retained by the senior manager responsible for managing the incident.

The incident report must also be shared by the responsible manager with the area Security Liaison Officer (SLO) who will then share a copy of the record with HM Passport Office Security helpdesk (who are responsible for the review and oversight of incident management in these cases).

The record must be kept in line with the current disposal and retention guidelines. The current moratorium (temporary suspension) on the destruction of sensitive records across the Home Office means HM Passport Office are required to hold these records until we are advised that the moratorium has been lifted.

Suicide or self-harm: the 6 point plan

When speaking to the customer, either face to face, on the phone or using Skype or Teams, you must try to remain calm in tone and behaviour, as this can help the customer gain perspective on their own situation. You must:

Point 1

Take the risk seriously, make efforts to listen and clarify your understanding of what the customer has said. Make no promises to take an action if it would be different to policy or guidance advice, you must only confirm that the position will be reviewed.

Point 2

Summon a manager or a colleague to:

• witness the interaction and take notes
• act for you, whilst you support the customer

If you are home working and speaking to the customer using a digital contact platform like Skype or Teams you should consider:

• contacting a manager or colleague using instant message or inviting them to the call
• recording the call using the record call function (depending on the customer’s behaviour)

In this circumstance the customer will be able to see the call is being recorded or that someone else is on the call. You should tell them you are taking what they have told you seriously and this is why you have taken this approach.

If needed your manager can try to talk to the customer and take over the interaction.

Where possible you must avoid placing the customer on hold. Where you must put them on hold, for example, you need to summon assistance, you must carefully explain to the customer why you are going to place them on hold and that you will return to the call as soon as you can.

Point 3

Gather and record information so that you can assess how well thought out the customer’s plans are, and the degree of risk involved by:

• clarifying and confirming what they have said and that they intend to self-harm or harm others
• asking if they have tried to harm themselves or harm others before or whether they have received, or are currently receiving treatment (noting that a customer who has no previous history of self-harm or of attempting to take their own life does not present a lower degree of risk)
• letting the customer talk about their plans to self-harm or harm others
• finding out specifically what they intend to do by asking:
  • where they are (location if on the phone),
  • when are they planning to act? (if they have already acted, what have they done?, for example have they taken tablets or something else?),
  • what are they planning to do?, how they plan to do it ?(and whether they have the means to do it at hand?)
  • why they want to do it? (is the intent to self-harm a result of HM Passport Office decision making or action?) If it is, you must tell the customer that the position will be reviewed)
  • who else is with them? (who else may be at risk)

Point 4

Give referral advice based on your assessment, if appropriate to do so by:

• encouraging the customer to speak to someone by signposting professional support resources and share contact details, for example:
  • Samaritans
  • Hub of Hope (an NHS signposting resource)
  • National Suicide prevention hotlines
  • Police or other emergency services – 999 911
  • Social care services (if relevant)
  • National Charity support service
  • National Health Service
• offering a commitment that someone will come back to them to discuss the situation (if the threat relates to HM Passport Office actions or decisions)

Point 5

Encourage the customer to contact their health-related support network if they appear at risk of harm or attempted suicide. For example, suggest they make an emergency appointment with their Doctor.

You must summon emergency help immediately (you can ask or signal a colleague or manager to call the police or emergency services) if the customer:

• is distressed and appears to be in imminent danger
• tells you they have already harmed themselves or others

You do not need the customer’s consent to call the emergency services, but you should advise the customer what is happening and why (if the context of the contact with the customer makes you think it is appropriate to do so). You must let the emergency services know the location of the customer and any other relevant details or information you have gathered.

If you believe the matter should not be left to the individual to resolve, you must consider whether it is appropriate for you to refer matters to the Police and emergency services or (if the customer is overseas) contact the Foreign, Commonwealth & Development Office (FCDO) using their website or using the FCDO Contact Centre Urgent Assistance telephone number is 020 7008 5000. This is especially important if there are children or others involved who might also be at potential risk of harm.

If the intended passport holder (customer) is under 18 years of age you must consider contacting (where contact details are available) a person with parental responsibility (for example, the parent) a specific social worker, or a solicitor, to advise them of the threat that has been made

Point 6

Make a careful detailed report (separate from the live application) of the interaction between yourself and the customer including the information that has been recorded.

You must not record details about the threat on the passport issuing system, although you can record the customer contacted and made the threat. Your detailed report of your conversation should be captured in:

• One Note or another electronic medium (for example Word)
• a written record which can be scanned

These details must also be transferred onto the incident report form template at a future point and shared with those who are directly managing the incident within your area. These records will be sent by area management to the area SLO who will then share a copy with the HM Passport Office Security helpdesk.

Suicide and self-harm: reviewing the incident

Dealing with distressed customers who are contemplating suicide or harm to themselves, or others is stressful and upsetting. You, the person dealing with the customer, must review the incident with your line manager, to discuss what happened, your report and how you are feeling.

You must review the incident with your line manager to:

• create a formal record and report regarding the incident
• allow them to provide reassurance and support to you

Your line manger must keep the notes from the incident review and issue a copy to the senior manager within your work area or office responsible for developing and reviewing local plans.

Suicide and self-harm: supporting staff dealing with customers

This section tells HM Passport Office staff how we will support our staff who deal with customers who intend suicide or self-harm.

The experience of dealing with a customer who states they intend to take their own life or harm themselves or others, can be upsetting. HM Passport Office will support their staff and give them the opportunity to reflect and discuss the impact on their own wellbeing.

You (the member of staff managing the customer interaction) must take some time to reflect on your contact with the customer and the actions you have taken..

After the incident you may have emotional thoughts and feelings about the interaction and the situation. This is all part of the process of coping with extreme experiences like this and is a normal reaction. You must take time to review and reflect on the incident that has occurred and you must seek immediate support from your colleagues and line manager to do that.

Suicide and self-harm: line manager responsibility to staff

As a line manager, you, must talk about the incident with the staff members involved. This will:

• give them an opportunity to reflect on the incident and discuss the impact and how they are feeling
• help them reassure themselves they acted appropriately
• help you (the line manager) assess and agree any further support they might need
• give you and the member of staff an opportunity to review the written records of the incident
• help check that your team, area or directorate level, planning remains operational and useful

You must make sure any member of staff who has managed an incident of this nature is given further support where needed and make sure staff working at home do not feel isolated. An independent, confidential counselling service is also available under the Employee Assistance Programme, if necessary.

A record of your conversation with the member of staff about how they are feeling about the incident and the action taken to support them must be added to their Metis record.