Responding to Users in Crisis
As you know by now, digital community liaisons’ main job is to support people to make their own decisions and plans by helping them navigate complex information. Signpost programs do not provide direct services or case management, and a key part of our “do no harm” approach is to be clear about our limitations so that people don’t develop expectations we cannot meet (you will learn more about strategies for how to do this in later articles). However, as a DCL, you may be contacted by people with immediate and acute needs who need special attention and for whom social media is a last resort. We suggest each Signpost Instance have an Escalation Protocol exactly for these acute protection needs and/or when a person requires a specialist response.
Public Comments Asking for Help
People may also comment on our posts with remarks or questions that seem desperate, distressed or sensitive. For example:
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If someone comments publicly asking for help, act as follows: |
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