3.1 Access information and advice in relation to supporting an individual who is distressed

This guide will help you answer 3.1 Access information and advice in relation to supporting an individual who is distressed.

Accessing the right information and advice is the starting point when supporting someone who is distressed. You must recognise what you can do yourself and when you need guidance or resources from others.

Legal and Organisational Requirements

When you support someone who is distressed, you must follow legal frameworks and organisational policies.

Some laws, such as the Mental Capacity Act 2005 and the Health and Social Care Act 2012, set out how workers must act when anyone is distressed or vulnerable. They protect people’s rights, privacy, and wellbeing.

Organisational policies provide a framework for responding to distress. Policies typically include:

• Reporting concerns
• Accessing crisis support
• Maintaining confidentiality
• Recording incidents
• Seeking supervision or help

Always check your workplace’s own documents and training materials so you follow the right steps.

When to Seek Information and Advice

No worker can or should act alone in all situations. You might need information or advice if:

• You feel unsure about how to support someone
• The person’s needs are complex
• The situation could cause harm
• You have already tried basic support and the distress continues
• The distress puts the individual, yourself, or others at risk
• There are signs of abuse, neglect, or self-harm
• The person makes unusual statements, appears confused, or is not responding

This ensures you are working safely and not going beyond your role.

Sources of Information and Advice

There are many ways to access information and advice in health and social care settings.

Colleagues and Senior Staff

Often, the first place to go for advice is immediate colleagues or your line manager. Team leaders, supervisors and experienced workers can give practical tips and share experiences about supporting distressed individuals.

• Make a verbal report or ask for a private conversation
• Share your observations clearly
• Be honest about your concerns or limitations

Specialist Teams

Every organisation will have access to specialist teams who are experts in topics such as mental health, safeguarding, substance misuse or learning disabilities.

Contacting the relevant team gives you up-to-date knowledge and guidance that is suitable for that specific situation. For example:

• Mental Health Liaison Nurses
• Social Workers
• Counsellors
• Clinical Psychologists
• Safeguarding Leads

Use your organisation’s referral or internal contact process.

Policies, Procedures, and Written Guidance

Written resources help you act in line with best practice and legal requirements. These include:

• Employee handbooks
• Organisational policy folders
• Incident reporting forms
• Practice guidance documents
• Flowcharts and protocols for responding to distress

Find these documents on your organisation’s intranet, in staff rooms or through your supervisor. Always check you are using the most recent version.

National Helplines and Websites

There are trusted external organisations which provide advice for those supporting distressed people. These resources are public and based on specialist knowledge:

• NHS website (www.nhs.uk) – offers reliable health and mental health information
• Mind (www.mind.org.uk) – guidance on mental health problems and supportive communication
• Samaritans (www.samaritans.org) – emotional support and advice for people in crisis
• Rethink Mental Illness (www.rethink.org) – information about mental distress and local services
• Age UK (www.ageuk.org.uk) – if the person is older
• Childline (www.childline.org.uk) – for supporting children and young people

Helplines often allow you to discuss situations anonymously.

Local Authority and Community Services

Local councils have adult and children’s social care teams who provide information and advice about what services are available. The local authority’s safeguarding team is a key contact if you suspect harm or abuse. Community organisations may run peer support, advocacy or drop-in services that can help people who are distressed.

Evaluating the Reliability of Information

It is necessary to check that the source you use is trustworthy. Use official, up-to-date guidance from recognised organisations. Avoid using information from social media, forums, or unofficial websites unless you verify with your employer or senior staff.

Good sources are:

• NHS and government websites
• Registered charities (with .org.uk or .gov.uk domain)
• Your organisation’s official policies and protocols
• Academic and statutory guidance

Remember that advice from unverified online content may be inaccurate or unsafe.

Steps for Accessing Information and Advice

Here’s a step-by-step breakdown:

1. Recognise the signs of distress.
2. Record your observations. Note what you see, hear or suspect.
3. Check existing policies or guidance in your workplace.
4. Ask a senior colleague or supervisor for advice if you are at all unsure.
5. Contact the relevant team or external organisation if it goes beyond your immediate knowledge or authority.
6. Document what information or advice you access and how you use it in your support plan or care records.
7. Share the information with your team where this is appropriate and in line with data protection guidelines.

Practical Examples

• Example 1: You support a resident in a care home who is tearful and avoids food for several days. You check their care plan and previous notes. You speak to your team leader, who suggests contacting the family and GP. Together, you review the organisation’s mental health support policy.
• Example 2: A person with dementia seems unusually anxious. You consult the written guidelines on distress and confusion in dementia. You seek further advice from the dementia care specialist nurse.
• Example 3: A child in foster care is withdrawn and unresponsive. You make notes of your observations. You speak privately with your manager who decides to contact the safeguarding children’s team, as per your organisation’s procedures.

Confidentiality and Consent

When you access advice or information, always protect the individual’s privacy. Only share information with those who need to know. Get consent if possible, unless waiting for permission puts someone at risk.

If you are discussing a situation with another organisation or outside service, use initials or anonymise information whenever you can.

Remember, some situations allow you to break confidentiality. If there is a risk of serious harm or abuse, you have a duty to act.

Ethical Considerations

Supporting someone who is distressed raises ethical questions. You must respect the person’s wishes, involve them in decisions, and do your best to provide help which respects their dignity.

Access information and advice in a way which upholds their rights. This includes:

• Letting the person know why you are seeking advice
• Involving the person in the process, where possible
• Respecting their personal, cultural and religious background
• Acting in the least intrusive way that meets their needs

Keeping Records

Record-keeping is a key part of accessing advice and information. Always make written notes of:

• What information you sought and why
• The guidance provided and who gave it
• What actions you took as a result
• Any outcomes or follow-up needed

Write the date, time, and your name on all records.

These records protect you, the individual, and your organisation. They provide a clear account that you acted properly and responsibly.

Benefits of Accessing the Right Information and Advice

Taking the right steps helps you:

• Respond appropriately and safely
• Build trust with the person you support
• Prevent escalation or deterioration
• Work within the law and your organisation’s expectations
• Protect yourself and your colleagues from mistakes
• Link people to wider sources of help

Getting advice strengthens your skills and confidence. It helps you keep learning and improving your practice.

Barriers and How to Overcome Them

Workers sometimes face barriers when trying to access advice or information. These may include:

• Not knowing where to find resources
• Unclear procedures
• Lack of time or staff pressure
• Cultural or language differences
• The person refusing help

You can manage these barriers by:

• Asking colleagues for direction
• Using written quick guides or flowcharts
• Delegating urgent tasks so you have time to seek advice
• Accessing interpretation or translation services if needed
• Respecting refusal but monitoring and seeking advice if risk remains

Training and Supervision

Your workplace should provide training about supporting people in distress and how to access advice. Training sessions might cover:

• Recognising mental health crises
• De-escalation techniques
• Safeguarding
• Communication approaches
• Protecting confidentiality

Supervision is time with a senior or peer to reflect on difficult situations and talk through decisions.

Role of Advocacy

Advocates are professionals or volunteers who help people express their views and make decisions. If someone is distressed and unable to speak up, an advocate can access information and advice for or with them.

You can refer to advocacy services where:

• The person wants support to understand their options
• The person needs help representing themselves
• There are concerns about mental capacity

Check your local advocacy organisations or ask your manager about referral services.

Importance of Communication

Good communication plays a crucial role. When you seek advice, give a clear account of what you have seen or heard. Use plain English and factual details, avoiding assumptions or technical jargon.

When passing information on to the distressed individual, explain carefully and in ways they understand. Give them time to ask questions. Use visual aids or interpreters if helpful.

Learning from Incidents

After a case of distress, review what information and advice you accessed. Ask:

• Did you get the help you needed?
• Could you find information easily?
• Would you do anything differently next time?

Use team meetings or debriefs to share these reflections. This helps your whole team to learn and improve.

Final Thoughts

Accessing the right information and advice is a daily, important part of supporting people in distress in health and social care. Following organisational policies, working within your skills, using trusted resources, and communicating well all play a part in providing safe, respectful, and effective care. Always be ready to reach out for help—no one needs to face these situations alone. Your actions can reduce distress, promote recovery and make a real difference to the individuals you support.