What Does Effective Post-Incident Support Look Like?

An incident is an event that has affected an individual you support, others in the setting, or members of staff. Somebody may have been physically or emotionally harmed in the incident. To move forward, achieve closure, and make sure the outcome of the incident is positive, there is a simple process to follow. Team Teach training uses the Repair, Record and Report sequence to ensure that post-incident support is effective, purposeful, and accessible to all.

Consider safety first

Following an incident, the immediate priority is to make sure the people involved are safe and looked after. This includes the individuals in your care and any members of staff affected. The recovery and depression stages of the Conflict Spiral can look very different for different people. One size certainly doesn’t fit all.

Monitor and support the individual according to their needs. Whilst some people may respond well to positive touch for support, others may withdraw. Feelings of guilt, shame and low self-worth can make people want to be on their own until they are ready to reflect and communicate about the incident.

Be patient. Continue to monitor and support until the individual is showing signs of wanting to communicate with you. When we don’t read these signs, it can escalate the situation further and easily cause the individual to spiral back into crisis.

Get the environment right for post-incident support

The physical environment can have a significant influence on a person’s behaviour. Find a place where the individual feels safe and at ease to come down from heightened levels of arousal. Respond to their sensory needs, such as adjusting the brightness of lights, the temperature of the room and the layout of furniture. These are all potential triggers that may cause the individual to spiral back into crisis. For some individuals, going outside can help them feel calmer; post-incident support doesn’t need to happen in an office or formal setting.

Make sure there’s sufficient time for the process to take place. It shouldn’t feel rushed or be an inconvenience for anybody. Consider the choice of environment. Make sure it’s comfortable and in a neutral area where people will not interrupt. Try to ensure that chairs are at the same height and there are no artificial barriers, so that all parties feel equal. Instead of facing an individual straight on, try sitting next to each other or at an angle to reduce how intense and formal it may feel. Also consider the time of day and whether basic needs have been met: could they be tired, restless, hungry, or thirsty?

Repairing relationships through restorative conversation

Incidents can have a significant impact on relationships. The relationship might be between yourself and the individual you support, between those in your care, or between yourself and other colleagues. By coming together, we can have a restorative conversation to repair potentially damaged relationships. It is a non-blaming period of reflection that allows those involved to have their thoughts and feelings validated. Professionals must come together to reach a mutual understanding, and can only do so when people are calm and able to reflect.

To be a positive experience, the process needs to be entirely non-judgemental. At no point should you target blame, but instead focus attention on how to rebuild and reconnect relationships. Consider how you present yourself during the conversation and what your body language is communicating. Taking a seated position in a sideways direction, as opposed to sitting face on, reflects a willingness to listen and empathise. Avoid the temptation to interrupt and finish people’s sentences, signing or picture communication. Pausing and allowing ‘take up time’ ensures that the individual feels like their feelings are valid and that you want to help.

Be prepared for restorative conversations to trigger heightened emotions. Reflecting on an upsetting incident can re-ignite feelings of anger, low self-worth, and shame. This can especially be the case if the individual has physically or emotionally hurt somebody they care for. Reassure and support them by letting them know that you’re now working together to make sure things are different next time.