Crisis Response Manual

Crisis Response Manual

Guide for Office Staff

Guidelines for office staff during crisis • Activate phone tree • Make sure no automated phone calls go to the family regarding the student’s absence. Withdraw the student as instructed by the administration • Confer with administration to determine information to be released to community. Have all pertinent

phone calls routed to one designated person • Safely store student’s personal belongings • Act as liaison for students:

o Requesting counseling services o Wanting to check out of school o Needing parental attention • Record information regarding students on a log. Share information with administration, counselors, and/or crisis team as necessary

Guidelines for Answering Parent Questions • Listen to them • Express empathy • Only verify the facts that are authorized to be released

o Dispel myths and rumors o Do not sensationalize crisis o Do not confirm death by suicide. Use term “unexpected death of a student” • Reassure what is being done for the students

Sample Script “Currently, our school crisis intervention team is engaged in a number of different activities designed to help our students understand and cope with this tragedy. We have school and district counselors available for students to talk to as needed. If you feel your student would benefit from talking to someone, please let us know and we will let the counselors know.”