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Emergency Contact and Crisis Policy

Emergency Contact and Crisis Policy

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Helen Ward Therapy
Trading name of ResolvedRM Ltd

Version: 1.0


Effective Date: 30/05/26
Review Date: 30/05/27

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1. Purpose

Helen Ward Therapy is committed to providing a safe, professional and supportive therapeutic service.

This policy explains the arrangements for managing urgent situations, emergencies and crises, and clarifies the boundaries of contact and support available outside scheduled therapy sessions.

The purpose of this policy is to ensure clients understand:

  • how to access appropriate support in an emergency;

  • the limits of the therapeutic service provided;

  • how urgent concerns are managed;

  • the responsibilities of both the client and therapist.

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2. Scope

This policy applies to:

  • current clients;

  • prospective clients where relevant;

  • communication between scheduled therapy sessions;

  • online, telephone and face-to-face therapy arrangements.

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3. Therapy and Crisis Support

Helen Ward Therapy provides counselling and psychotherapy services. Therapy sessions provide a confidential space to explore emotional difficulties, experiences, thoughts, feelings and behaviours.

However, Helen Ward Therapy is not an emergency, crisis or out-of-hours service.

Clients are responsible for accessing appropriate emergency or crisis support when they require immediate assistance or when there is an urgent risk to their safety or the safety of others.

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4. Emergency Situations

If there is an immediate risk of serious harm to yourself or another person, you should contact emergency services by:

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Emergency Services: 999

Where appropriate, clients may also contact:

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If a client is outside the UK, they should contact the relevant emergency or crisis support services available in their location.

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5. Contact Between Sessions

Communication between sessions is limited to appropriate professional matters, including:

  • arranging or changing appointments;

  • administrative queries;

  • sharing agreed therapeutic resources where appropriate.

  • Between session task reports

Helen Ward Therapy does not provide crisis support, urgent emotional support or therapeutic intervention through text message, email or other communication methods outside scheduled sessions.

Messages received outside agreed communication arrangements will be responded to within reasonable professional boundaries.

Messages will normally be responded to as soon as possible with a minimum expected response time within two working days.

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6. Client Responsibility During Crisis

Clients are encouraged to develop appropriate support networks and crisis plans where relevant.

Clients are responsible for:

  • identifying appropriate sources of urgent support;

  • contacting emergency services when required;

  • informing relevant healthcare professionals where appropriate;

  • seeking immediate help when they are unable to maintain their own safety.

Therapy can support clients in exploring coping strategies and planning for difficult periods, but it cannot replace emergency or crisis services.

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7. Risk Assessment and Safeguarding

Where concerns regarding risk arise during therapy, Helen Ward Therapy will respond in accordance with professional, ethical and legal responsibilities.

This may include:

  • discussing concerns with the client;

  • completing a risk assessment;

  • seeking clinical supervision;

  • considering safeguarding responsibilities;

  • sharing information where there is a lawful basis or legal requirement to do so.

Confidentiality may need to be limited where there is a serious and immediate risk of harm.

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8. Emergency Contact Information

At the beginning of therapy, clients may be asked to provide relevant emergency contact information where clinically appropriate.

This information will be:

  • stored securely;

  • used only where necessary;

  • processed in accordance with the Privacy Policy and Data Protection Policy.

Clients should ensure that any information provided remains accurate and updated where circumstances change.

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9. Working With Risk

Helen Ward Therapy recognises that discussing distress, trauma, emotional pain and difficult experiences may sometimes bring up intense emotions.

Therapeutic work will be undertaken collaboratively, with appropriate attention to:

  • emotional safety;

  • client readiness;

  • regulation and coping capacity;

  • risk factors;

  • professional boundaries.

Where therapeutic work indicates that additional support may be beneficial, this may be discussed collaboratively.

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10. Availability and Professional Boundaries

Helen Ward Therapy is committed to providing a responsive and supportive therapeutic relationship within appropriate professional boundaries.

However, the therapist cannot provide continuous availability, immediate responses or crisis intervention outside agreed therapy sessions.

Maintaining clear boundaries around availability supports safe, ethical and sustainable therapeutic practice.

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11. Online Therapy Considerations

For online therapy, clients are responsible for:

  • ensuring they are in a safe and private environment;

  • providing accurate location information where requested;

  • having access to appropriate emergency support;

  • informing Helen Ward Therapy if their circumstances change in a way that may affect safety.

Where there is an emergency during an online session, appropriate action will be taken based on the information available, which may include contacting emergency services.

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12. Ending or Pausing Therapy

If a client's needs change and crisis support becomes the primary requirement, Helen Ward Therapy will discuss appropriate options, which may include:

  • additional support from healthcare professionals;

  • referral to specialist services;

  • accessing crisis services;

  • reviewing whether ongoing therapy remains appropriate.

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13. Policy Review

This policy will be reviewed annually or sooner where there are changes to legislation, professional guidance or practice arrangements.

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Related Documents

This policy should be read alongside:

  • Safeguarding Adults Policy

  • Safeguarding Children Policy

  • Risk Assessment Policy

  • Confidentiality Policy

  • Consent Policy

  • Online Therapy Policy

  • Professional Boundaries Policy

  • Clinical Supervision Policy

  • Data Protection Policy

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Document Control

ICO Reference: ZC204139

Document Owner: Helen Ward Therapy

Approved By: Helen Ward

Version: 1.0

Effective Date: 30/05/26

Review Date: 30/05/27

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