How to Support Employees in Distress

Mental health in the workplace exists on a continuum, and it's crucial to prevent employees from sliding into the distressed phase. When employees enter the distressed phase, their mental health issues can escalate, leading to more severe problems such as burnout, decreased productivity, increased absenteeism, and long-term disability. They may even be at risk of developing addictive behaviours and suicidal thoughts.

While mental health issues might seem invisible, there are often signs that can alert employers to potential concerns. Recognizing these signs and understanding when to intervene is essential. If an employee’s mental health does worsen, managers should understand the part they play in providing accommodations or reacting in emergency situations.

Note: This blog discusses sensitive topics, including suicide. If you or someone you know is in distress, please seek support from a mental health professional or reach out to a crisis helpline.

The Signs of Distress

If an employee has a mental health concern or a mental illness, they may experience declines in work performance or changes in behaviours. Note that not all employees will exhibit these behaviours. It is important to be in regular contact with employees to see how they are doing and to notice any changes in their regular behaviour. 

Signs of Changing Behaviour

• Excessive absenteeism
• Sudden changes in mood, such as tearfulness, expressions of hopelessness, agitation, or anger
• Social withdrawal
• Change in physical appearance/hygiene
• Symptoms of exhaustion
• Conflict with colleagues or customers

Signs of Declining Performance

Employees with mental health issues may experience declines in cognitive function that result in deterioration of work quality or inability to meet deadlines. They may show signs of the following:

• Decreased ability to plan and execute a process without structure or guidance
• Increased work errors
• Inability to remember conversations
• Difficulty meeting deadlines
• Showing up late for work
• A disorganized workspace
• Decreased attention, problem solving, and sequencing abilities
• Increased anxiety over work performance

Having the Conversation about Concerns

It is important for a manager to have good conversations early on regarding performance or attendance at work. The earlier that the conversations occur, the better the support that can be provided.

If you suspect that a mental health concern is disability related, it is your duty to inquire if the employee requires work accommodations in order to achieve the outcome of the job. While it can be difficult to have these types of conversations, it is the necessary first step to providing employees with the support they need.

If an employee is struggling, remember the following steps:

• I – Identify signs and prepare for the conversation (have objectives examples where you've noted the concern, and make sure to validate concerns shared by other colleagues)
• D – Determine if there is risk for harm to self or others.
• E – Engage in the conversation and listen nonjudgmentally. Use active listening skills and listen with your EAR (empathy, attention, and respect).
• A – Ask about work adjustments or accommodations that may be appropriate.
• S – Suggest supports and services at work that can assist.
• S – Suggest supports and services from their healthcare provider or community.

Appropriate Assistance in Emergency Situations

In some instances, you may encounter a situation where an employee is at high risk of self-harm, suicide, or harm to others. As a manager, you are not a mental health professional, but it is your responsibility to recognize the signs of distress and ensure the employee receives the help they need. Responding appropriately in these emergency situations is crucial for the safety of the individual and others in the workplace.

1. Talk About It: If an employee mentions or hints at harming themselves, it is essential to address the situation directly. Ask the question: “Are you thinking about harming yourself?” or "Are you thinking about suicide?" Talking about suicide does not plant the idea and will not harm a person. It might feel uncomfortable, but it’s necessary to bring the issue into the open and show that you are concerned. 
2. Reinforce the Importance of Their Life: Let the employee know that their life is valuable and that you are there to support them. Clearly communicate that while you might not have all the answers, you are committed to helping them get the assistance they need.
3. Contact Human Resources: Involve HR as soon as possible so they can help coordinate the necessary support. Adhering to your organization's Code of Conduct Guidelines is essential, as you have a duty to protect all employees from potential workplace violence and risks as per Bill 168. If there is any indication that the employee may harm themselves or others, follow your organization’s emergency response plan immediately.
4. Offer to Call a Crisis Line: If the employee is willing, suggest calling a crisis line together. Offer to stay with them while they talk to a professional. This can provide immediate support and help them feel less isolated.
5. Call 911 If Necessary: If the employee is unable or unwilling to talk, or if you believe the situation is critical, do not hesitate to call 911. Emergency responders can bring a crisis team to provide the necessary care. If you are off-site, ensure you know the employee’s location and have a safety plan in place, especially if they are working remotely. Ask if someone is living with them who can assist.
6. Do Not Leave the Person Alone: It is vital to stay with the person until professional help arrives. If possible, have another colleague or HR assist in contacting emergency services or staying with the individual.
7. If a Serious Incident Occurs: If someone does die by suicide or if a serious incident occurs, it is natural to experience feelings of guilt or distress. It’s important to seek the support you need, whether through counseling or peer support groups. Additionally, ensure that those affected in the workplace are provided with appropriate support and resources to cope with the aftermath.

Resources for Employees in Distress

Developing resilience and practicing self-care begins with recognizing the signs of distress and knowing how to seek help. Taking action early can make a significant difference in well-being.

Utilize Employee Assistance Programs (EAP)

One of the first steps employees can take is reaching out to their Employee Assistance Program (EAP). EAPs offer a wide range of confidential resources designed to support employees through various life challenges, including:

• Crisis support: Immediate help during times of distress.
• Self-care resources: Including nutrition counseling and stress management.
• Life emergencies: Assistance with childcare, eldercare, legal, and financial counseling.

When employees call the EAP, their privacy is protected—no one, not even the HR department, will know that they’ve reached out. HR only receives a general, anonymized summary of how many employees have used the service, without any personal details.

Talk to Supervisors and Managers

Employees should discuss their mental health concerns with their supervisor, manager, or union representative. These workplace parties can help identify strategies for reducing stressors and improving the work environment. For mental health issues related to disabilities, supervisors and managers can also guide employees through the accommodation process to ensure they receive the necessary support.

Seek Medical and Professional Support

When employees experience significant distress, it is important for them to consult with medical doctors or other health professionals. These professionals can provide the needed support, whether through medical treatment, counseling, or connections to community resources. Occupational Therapists (OTs) can also play a crucial role in helping employees develop strategies to manage stress and build resilience, and making an appointment with an OT can be a valuable step in the recovery process.

Contact Emergency Support

Keep helpline numbers handy. If you or someone you know is thinking about suicide, call Talk Suicide Canada at 1-833-456-4566 (24/7) or text 45645 (4 PM - 12 AM ET). Visit Talk Suicide Canada Community Resources for the distress centres and crisis organizations nearest you. Indigenous peoples across Canada who need immediate crisis intervention can reach experienced and culturally sensitive help line counsellors at 1-855-242-3310 (toll-free) or can connect to the online Hope for Wellness chat. If you are in distress and need assistance immediately, call 911. 

How Can Gowan Consulting Help?

Our team can provide your team with the tools you need to improve mental health and productivity. If an employee is struggling, our Occupational Therapists can provide individualized mental health support to support a healthy stay at work. Make a referral today or contact us to learn more.

We also provide mental health training to both managers and employees on a variety of topics, including building resiliency, managing anxiety, reducing burnout, and more. Contact us to learn more about customized group training such as Manager Mental Health Training.