2.5 Give examples of when it may be necessary to seek help from others

This guide will help you answer 2.5 Give examples of when it may be necessary to seek help from others.

Knowing when to ask for help is an important part of supporting people with mental health needs. Working alone has limits. There are times when you must involve others for safety, proper care, or guidance. Seeking help protects service users, keeps you within the law and organisational policy, and reduces personal stress.

In this guide, we provide examples of circumstances where seeking help is necessary.

Signs of Deteriorating Mental Health

There are clear warning signs that a person’s mental health is getting worse. These include changes in behaviour, mood or appearance. You may notice the person:

Becoming withdrawn or isolated
Speaking about wanting to harm themselves or others
Showing signs of confusion or disorientation
Neglecting personal care
Expressing hopelessness or despair
Displaying sudden changes in sleeping or eating patterns

In any of these circumstances, it’s important to seek help. Early intervention may prevent further harm. Always follow your service’s policy. This often means telling your supervisor, manager or mental health professional.

Disclosures of Harm or Abuse

If a person tells you about abuse, harm or neglect, you must not promise to keep it secret. You need to share this information with the right people to protect the individual.

Example situations include:

The person says they are being physically, emotionally or sexually abused
Signs of unexplained injuries
Evidence of financial exploitation
Severe neglect, such as not having food, heating or medical care

Reporting these concerns may involve your line manager, safeguarding lead, social services, or the police. Always follow your safeguarding procedures. Remember, your first duty is to protect the person from harm.

Risk to Self or Others

If someone talks about suicide or harming themselves, you must take it seriously. Don’t handle this alone. Tell your supervisor or a mental health specialist straight away.

Example warning signs:

Expressing thoughts of suicide or self-harm
Talking about feeling worthless, or that others would be better off without them
Mentioning plans to end their life or harm someone else
Collecting objects that could be used to cause harm

If you feel there is an immediate danger, call emergency services. This is a priority over routine reporting.

Medication Errors or Concerns

Mistakes with medication can have serious consequences. If you notice an error or have any doubt about a person’s medication, ask for help at once.

Examples might be:

The person has missed a dose or taken too much
You do not recognise a new medication
The label or dosage instructions are unclear
The person has an allergic reaction, rash or other side effects

Contact your supervisor, the responsible nurse, pharmacist or GP. Never try to fix a medication problem on your own.

When Out of Your Own Expertise

You are not expected to know everything. If an issue arises that is beyond your experience or training, speak to someone who does have the right knowledge.

Common scenarios include:

The person’s needs change in a way that you do not understand
New mental health symptoms you have not seen before
The person asks about treatments or diagnoses you are not qualified to discuss
Communication difficulties where you cannot meet their needs

In these cases, involve a more senior colleague, nurse, social worker, or mental health specialist.

Disputes or Allegations

Sometimes there are disagreements between staff or service users. If you are involved or witness a dispute that you cannot resolve, seek help to prevent escalation.

Typical examples:

The person accuses a colleague of poor practice or abuse
Arguments between staff and service users
Bullying or harassment
Serious complaints about service delivery

Report incidents so the situation can be managed professionally. This protects everyone’s rights and well-being.

Complex Care Needs

Some service users have multiple health conditions that make their care more complex. You may need help from a wider team to support them well.

This might cover:

People with both mental and physical health problems
Those with learning disabilities as well as mental health needs
Managing challenging or aggressive behaviour
Providing support after hospital discharge

A team approach often gives the best results. Nurses, GPs, occupational therapists, psychologists, and social workers might all be involved.

Language or Cultural Barriers

If you are struggling to understand the person, or they are having trouble communicating, seek support. This could be from interpreters, family, advocates, or cultural organisations.

Situations might include:

The person does not speak English well
Cultural beliefs affect how they talk about mental health
Religious practices impact care routines
The person’s family holds different views about treatment or support

Getting help protects the person’s dignity and ensures effective communication.

Changes in Service User’s Circumstances

Life changes can affect mental health. Sometimes people need extra support to deal with:

Bereavement
Relationship breakdown
Homelessness
Redundancy or unemployment
Changes in living situation (e.g. moving to supported housing)

You can help by making referrals to social workers, housing officers, or bereavement counsellors. Do not try to manage major life changes alone.

Lack of Resources or Staff

There will be times when you cannot meet someone’s needs because there are not enough staff or resources. Do not ignore this. Tell your line manager straight away.

For example:

Short staffing leaves people unsupervised or at risk
Running out of crucial supplies or equipment
Missing appointments or activities due to staff shortage

Reporting these issues can prevent unsafe situations.

Support for Yourself

Looking after your own mental health and well-being is as important as caring for others. If you feel stressed, anxious, or overwhelmed at work, ask for support.

Examples:

Emotional effects after dealing with suicide, self-harm, or abuse
Feeling burnt out or unable to cope
Struggling with workloads or working patterns
Feeling isolated or unsupported at work

Speak with your supervisor, occupational health, or employee assistance services. Good support helps you maintain high standards of care.

Physical Health Emergencies

Mental health needs are often linked to physical health. If someone has a medical emergency, seek immediate help.

Typical examples include:

Collapse, severe breathing difficulties, chest pain, or seizures
Signs of infection such as fever, confusion, or shaking
Severe allergic reactions

Dial 999 and follow first-aid procedures as needed.

When Legal or Ethical Dilemmas Arise

Some situations raise legal or ethical questions. These may relate to consent, confidentiality, or decision-making for someone who lacks capacity.

Examples:

The person cannot make a decision about their treatment
Disagreements within the family about what should happen next
Concerns about someone’s legal rights being ignored
A court order is in place (such as a Community Treatment Order)

Refer to your manager, the organisation’s legal team, or advocates. Following the law keeps you, the service user, and your organisation safe.

Gaps in Training or Information

If you realise you do not have enough training or information to work safely, ask for advice or extra training. Never attempt a task you do not feel safe with.

Example reasons to seek help:

New service user profiles or diagnoses you have not worked with before
Using unfamiliar equipment
Changes in policy you have not been trained on
Unsure how to record incidents or update records

Managers have a duty to provide proper induction, training, and supervision.

Examples from Real Work Settings

Below are scenarios to help put these situations into context.

Scenario 1: Expressing Suicidal Thoughts

Lisa, a support worker, is helping Tom, who has depression and anxiety. During a conversation, Tom says he feels there is “no point going on.” Lisa listens and reassures Tom. She then informs her line manager and contacts the duty mental health nurse, following her workplace policy. Tom is given an urgent mental health assessment the same day.

Scenario 2: Concerns About Medication

Emmanuel is a care assistant in a supported living home. He notices that Sarah, who has schizophrenia, has run out of tablets and is confused today. He asks his senior for advice. The senior telephones the GP, who arranges for a prescription to be sent to the pharmacy. Emmanuel records the incident on Sarah’s care plan.

Scenario 3: Signs of Self-Neglect

Dana visits Mr Williams, an older man living alone. She notices he is unwashed, his flat is dirty and he has no food in the fridge. Dana reports her concerns to the adult safeguarding team and follows up with her manager. The team puts extra support in place, including daily visits and meals on wheels.

Scenario 4: Staff Shortages

Ben works in a day centre. Two colleagues are off sick, so he worries about being able to supervise everyone safely. Ben talks to his manager as soon as possible. The manager arranges agency staff for the busiest periods.

Scenario 5: Language Barrier

Maria supports a Polish service user who finds it hard to express her needs in English. Maria asks for an interpreter to help during assessment and care planning meetings. This ensures the care plan reflects the woman’s wishes and beliefs.

Organisational Policies on Seeking Help

Most health and social care employers have clear procedures on when and how to seek help. You may be expected to:

Report concerns to your line manager or team leader
Contact safeguarding leads for abuse or neglect
Refer to clinical staff for medical or mental health risks
Use incident reporting forms and record your actions
Involve interpreters, advocates, or other services as needed

These processes are there to protect the service user, you, and the wider community.

Confidentiality and Information-Sharing

When seeking help, be mindful of the confidentiality rules. Only share information with those who need to know to protect the service user or others. Always follow the policies in your workplace.

If you are unsure about what you can share, speak to your manager for guidance.

Final Thoughts

As a health and social care worker, you are on the frontline of supporting people with mental health needs. You do not have to face tough situations alone. There are clear times when you need to ask for advice or refer to others. Acting promptly and reporting concerns keeps people safe and upholds high standards. Remember to look out for your own well-being too, and use the support that is available in your workplace.