What it's for
Emergency & Critical Incident Support is designed for moments that fundamentally disrupt a team’s sense of safety and stability. It responds to events including:
Sudden bereavement or unexpected death of a colleague
Serious workplace accidents
Violence or aggression in the workplace
Medical emergencies
Any traumatic event causing acute psychological distress across a team
Standard wellbeing programmes are not built for these situations. Critical Emergency & Incident Support
Trigger - Immediate
HR Manager submits a Critical Incident Report Form via the Manager’s Dashboard. This immediately notifies the Critical Incident Team and initiates the response process.
Assessment 0-24 Hours
A Critical Incident Manager reviews the questionnaire and determines the appropriate intervention. Immediate stabilisation begins: manager coaching on communications and team response, psychoeducation on common trauma reactions, and identification of individuals who may need priority support.
Intervention 48 - 72 Hours
Formal structured intervention: individual 60-minute trauma-informed sessions and voluntary group support where clinically appropriate. Personalised recovery plans are developed. Employees who participate in a group session can book follow-up 1:1 sessions directly with the same trauma specialist who facilitated it.
Ongoing
Where required, a dedicated Critical Incident Wellbeing Hub is set up, a private platform providing ongoing 1:1 support with no session cap. Employees continue with the same practitioner throughout, with no handover to a new person. This continuity of relationship can extend for months where clinically indicated. Optional structured check-ins are available 1–2 weeks post-incident.
Reporting - Post Incident
The professional writes an Incident Report, which is completed within 24 hours of each response, covering actions taken, outcomes, remaining needs, and follow-up recommendations. Reported anonymously to HR
HR Manager
Triggers and coordinates the incident response via the Wellbeing Hub. Receives anonymised reports on actions taken, outcomes, and follow-up recommendations
Employees
Immediate specialist support through individual or group sessions, personalised recovery plans, and ongoing 1:1 access with the same practitioner, no handovers, no session cap.
Managers & Leadership
Consulting, psychoeducation, and practical guidance on how to communicate with and support the team, from the moment the incident is reported.
Sessions are never reported back to line managers or leadership without employee consent
Group sessions are always voluntary — participation is never mandatory or tracked
HR receives anonymised reports only: actions taken, outcomes, and recommendations
The Wellbeing Hub provides a private space for employees to access support at their own pace
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