In resettlement settings, as in other social service settings, agencies must be prepared to respond to client crises and other critical incidents. Both individual crises and larger threats to the agency and/or staff require immediate and effective responses to ensure the safety and well-being of everyone involved. The development of agency-wide critical incident policies and procedures is essential to an effective response. Without clear policy and staff training, even skilled professionals can be overwhelmed by the emotional intensity of a crisis, leading to potentially harmful outcomes. By proactively addressing the challenges that can arise during a crisis, organizations can create safer environments for both clients and staff.
This toolkit provides an overview of critical incidents and a structured approach for agencies to develop their own policies and procedures. It outlines the key components of effective critical incident responses, including the identification of potential risks, communication protocols, documentation, and post-incident recovery processes.
