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.
IMPORTANT: At a minimum, ALL responsive information services should have a protocol and referral pathway in place for handling cases of gender-based violence, abuse, trafficking, suicide risk, health emergencies, and child neglect BEFORE beginning to engage in two-way communication with clients. Frontline communicators should be trained on the protocol and referral pathway.
When should you escalate?
Source: Tool 26 - page 12 - RISE toolkit
Date: 26.03. 2025
Risk | Definition |
Domestic violence | Violent or aggressive behavior by an intimate partner or family member. Can include physical, sexual, emotional, verbal abuse, intimidation, control of resources and how they spend their time and with whom, isolation, and economic abuse. |
Assault (physical and sexual) |
Threatening or causing physical harm or engaging in other conduct that threatens or endangers the health or safety of any person; nonconsensual sexual acts, including when one party is unable to give consent. • Physical assault may include pushing, shoving, slapping, punching, or kicking and may involve weapons. • Sexual assault can include sexual harassment (verbal and physical), inappropriate touching, sexual intercourse against a person’s will, forcible object penetration, and marital rape. |
Human trafficking | When a person uses force, fraud, or coercion to exploit another for profit. This may include sexual activity in exchange for money or something of value, criminal activities, begging, household work, or other forced labor. Traffickers often use violence, fraudulent employment agencies, and fake promises of education or job opportunities to trick and coerce victims. |
Child abuse and neglect |
When a person (parent, caregiver, family member, teacher, neighbor, religious leader, or stranger) does something to a child or adolescent or fails to act in a way that leads to death, serious physical or emotional harm, sexual abuse, or exploitation. • Child abuse includes emotional and verbal abuse (name-calling, threatening, yelling), physical or sexual abuse, including incest. • Neglect occurs when a guardian or parent actively refuses or purposely fails to meet a child’s physical or emotional needs, including medical care, housing, food, clothing, or education. Note: If the caregiver lacks resources, this is not neglect. If unsure, staff should follow the escalation protocol. |
Unaccompanied child or adolescent without a support system | A person under the age of 18 who is separated from both parents and is not being cared for by an adult with legal or customary responsibility. |
Suicidal ideation/self-harm | When someone has thoughts, wishes, or preoccupations about committing suicide or harming themselves. |
All other emergency situations | When someone is at imminent risk of death or physical harm. |
Safeguarding violations | When a client discloses or becomes aware of exploitation or abuse by a staff member or affiliate of an aid agency or service provider. |