This article is intended for:
🧑⚕️ Providers
If your client is an Optum member, please refer to this article instead: What if a member has been identified to be in immediate danger, or of moderate to high risks?
This protocol outlines how to respond to members presenting with low, moderate, or high risk of harm, including refusal scenarios and post-EAP risk. Match the member’s presentation to the closest risk level and follow the corresponding pathway. Risk may escalate during the session and should be reassessed continuously.
Across all risk levels: Ensure contact number, location, and emergency contact are available in the member’s profile or confirmed during the session when needed for escalation.
Low Risk
Member presents with distress and no identified risk to self or others.
Continue the EAP session and focus on supporting the member’s presenting concerns.
Monitor the member’s emotional state throughout the session and reassess if there are changes in presentation.
Support coping strategies and encourage use of existing social supports where appropriate.
No escalation is required unless risk increases.
Moderate Risk
Member presents with risk of harm to self or others, including suicidal thoughts or violent ideation, but without intent or plan.
Obtain contact number, current location, and emergency contact from the member.
Continue the session with focus on stabilisation and engagement.
Monitor for escalation of risk throughout the session.
Develop a collaborative safety plan, including coping strategies, warning signs, and protective supports.
Encourage involvement of trusted family members or social supports where appropriate.
Inform MindFi via [email protected] for coordination and continuity of care.
High Risk
Member presents with imminent risk of harm to self or others, suicidal intent, plan, or inability to stay safe.
Ensure the member’s contact number, current location, and emergency contact are available during the session.
Stay connected with the member. Use de-escalation and grounding techniques while maintaining engagement.
If imminent risk is identified, activate emergency response immediately by directing the member to the nearest emergency department or contacting local emergency services.
For a list of emergency numbers, crisis hotlines, and support services by country, see the Emergency & Crisis Support Directory
Involve an emergency contact where available.
Continue monitoring until emergency support is engaged.
If the session disconnects, attempt immediate reconnection. If the member is unreachable, inform MindFi via [email protected] without delay or once emergency response has been initiated.
High Risk — Refusal to Share Information
Member presents with high risk but refuses to provide contact number, current location, and/or emergency contact.
Stay connected while initiating emergency response, such as directing the member to the nearest emergency department
For a list of emergency numbers, crisis hotlines, and support services by country, see the Emergency & Crisis Support Directory
Use any available contextual information (e.g. platform data or prior disclosures) to support escalation.
Inform the member that escalation may occur due to safety concerns, including possible organisational notification where required.
Inform MindFi via [email protected] without delay or once emergency response has been initiated.
Post-EAP — On-going Risk
Member presents with ongoing safety concerns after completion of EAP sessions.
Encourage transition to appropriate in-person or external mental health services, including local providers, EAP partners, or other clinical supports based on need.
Inform MindFi via [email protected] about the transition.
Documentation Requirements
The Crisis Documentation Form is a post-session requirement for all moderate and high-risk cases, including refusal scenarios and post-EAP cases.
It must be submitted within 24 hours of session completion and serves as the official record of risk assessment and actions taken.
Maintain accurate, factual, and timely documentation of presentation, risk indicators, contact attempts, and all actions taken to support continuity of care and compliance.
Quick Reference: Risk Management Table
Risk Level | Indicators | Immediate Actions | Notify / Escalate To |
Low Risk | Distress present; no risk to self or others |
| — |
Moderate Risk | Risk of harm to self or others present; no intent or plan |
| MindFi ([email protected]) |
High Risk | Imminent risk of harm to self or others, suicidal intent, plan, or inability to stay safe |
|
|
High Risk — Refusal to Share Info | Imminent risk of harm to self or others + refusal to provide contact number or location details |
| MindFi ([email protected]) |
Post-EAP (Ongoing Risk) | Continued safety concerns after sessions |
| MindFi ([email protected]) |
📝 Note
This article is adapted from the Provider Policies. In the event of any discrepancies, the Provider Policies will take precedence.