In frontline roles—paramedics, police officers, social workers, emergency call handlers—the stakes are high and the pressure is constant. These professionals are often the first point of contact for individuals experiencing a mental health crisis. While their expertise in emergency response is critical, many report feeling underprepared when it comes to managing mental health situations effectively.
This is where our Quick Reference Tools for Front-Line Services come in.
These simple, accessible, and highly practical resources offer immediate support to crews navigating complex mental health scenarios in the field. When time is limited and decisions need to be made quickly, having reliable guidance at hand can make all the difference.
When dealing with apparent mental health conditions, it is always important for frontline healthcare workers to assess physical health. Some physical health conditions can mimic mental health problems, or the two can co-exist. As a first step, this would include taking a full set of physical observations, including blood glucose.
Common Presentations
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Anxiety/Panic Attacks: Rapid breathing, chest pain, fear of dying — Calm, reassure, slow breathing exercises.
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Psychosis: Hallucinations, paranoia, disorganised speech — Avoid confrontation, maintain space, reduce stimuli.
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Depression: Withdrawn, hopelessness, talk of self-harm — Active listening, risk assess, refer as appropriate.
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Substance-related Issues: Agitation, confusion, aggression — Safety first, consider medical causes, call for backup if needed.
Key Questions to Ask
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“Are you thinking of hurting yourself or someone else?”
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“Have you felt this way before? What helped?”
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“Do you take any medication or receive support for your mental health?”
Immediate Red Flags
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Suicidal intent with a plan
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Severe disorientation or confusion
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Uncontrolled aggression or violent behaviour
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Vulnerable individuals (children, older adults, those with learning difficulties)
Escalation Pathway (Example)
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Attempt de-escalation using verbal/non-verbal strategies
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Contact Mental Health Liaison / Street Triage Team
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Follow your organisation’s protocol for Section 136 or safeguarding
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Always document findings and actions taken clearly
De-escalation Techniques (ABCDE)
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Actively listen
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Build rapport
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Calm tone and body language
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Distance maintained
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Engage support or supervision early
From Information to Action
At Maudsley Learning, we support organisations to train and empower their frontline workforce with practical, applied mental health education. But we also know that learning doesn’t stop in the classroom. That’s why our training often includes takeaway reference tools for daily use—bridging the gap between knowledge and real-world action.
For example, in our Frontline Mental Health for Emergency Services course, participants receive a tailored Quick Reference Card designed to support them during high-stress encounters. We work directly with NHS trusts, police forces, and local authorities to ensure our tools are relevant, accessible, and tailored to their operational needs.
It’s Time to Invest in Confidence
As public expectations rise — from service users, their families, and regulatory bodies alike — it’s never been more important to equip frontline teams with practical, high-impact mental health skills.
At Maudsley Learning, we offer evidence-based, CPD-accredited training designed specifically for the needs of emergency services and frontline care professionals. Together, we can raise the standard of mental health response where it matters most. Browse our front-line services catalogue here. Contact Loise.Schlauder-Gueguen@slam.nhs.uk for more information on how to commission this training for your team.
Providing crews with accessible mental health resources isn’t just helpful—it’s essential. These tools promote faster, safer decision-making and improve the quality of care delivered in the most challenging situations. When we give our frontline teams the confidence to act, we also give service users the compassion and dignity they deserve.