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Manager Response Guide: Employee Self-Harm or Suicide Risk

This article outlines the required steps for managers and directors when an employee expresses self-harm, suicidal ideation, or severe mental health distress. The goal is to provide immediate support, protect the company, and maintain client continuity.

1. Immediate Response Protocol

Stay Calm and Professional

  • Keep the conversation private and composed.
  • Do not attempt to counsel, diagnose, or offer personal advice.
  • Use neutral, supportive language.

 “Thank you for telling me. Your wellbeing is important, and I want to make sure you have access to support.”

Provide Crisis Resources verbally and in writing (Required Every Time)

  • 988 Suicide & Crisis Lifeline: Call or text 988
  • Crisis Text Line: Text HOME to 741741
  • Local emergency services if there is imminent danger

Assess Immediacy (Non-Clinical)

Ask only this: “Are you in immediate danger right now?”

  • If yes: Advise them to contact 911 or 988.
  • If not: Continue escalation steps.

Do not judge the legitimacy of the situation.

2. Escalation Protocol

Notify Leadership and HR Immediately

Message SDR Director or Chief Business Officer & Director of People/HR and include

  • Observable facts
  • Employee’s actual words
  • Crisis resources you provided

Do not include opinions or diagnoses.

Do Not Promise Confidentiality

Explain: “I need to involve HR so we can support you correctly.”

Pause All Performance or Disciplinary Conversations

This includes:

  • KPI reviews
  • Performance warnings
  • Attendance issues
  • Quality enforcement

All performance conversations are paused until HR clears otherwise.


3. Protecting Clients and Operations

Immediate Workload Adjustment

Employees in active crisis must be removed from client-facing responsibilities until further evaluation.

Managers should:

  • Reassign client accounts the same day

  • Notify leadership of coverage changes

  • Document business reasons (continuity, coverage), not health issues

Temporary Work Restrictions

The employee should not:

  • Run client calls
  • Handle deadlines
  • Manage other employees
  • Work on high-stakes deliverables

Directors ensure coverage gaps are filled promptly.

4. HR Coordination & Leave Options

Review FMLA or Continuous Leave

If the employee already has intermittent FMLA:

  • HR may request updated documentation
  • Continuous FMLA may be recommended
  • A leave of absence may be initiated

Managers must not recommend specific medical treatment.

Employee Assistance Program (EAP)

If applicable, direct them to the EAP for:

  • Confidential counseling
  • Short-term support
  • Referrals for ongoing care

5. Documentation Requirements

Document:

  • Date and time of disclosure
  • What the employee said (verbatim when possible)
  • Crisis resources provided
  • That HR and leadership were notified
  • Workload changes made

Do not document:

  • Opinions about mental health
  • Diagnoses
  • Personal judgments
  • Speculation about risk level

6. Communication Templates

To the Employee

“Thank you for sharing what you’re experiencing. Your safety and wellbeing matter. Here are immediate support resources, including the 988 Lifeline. I’m looping in HR so they can help guide next steps, including any leave or accommodations you may need. We’ll also adjust your workload temporarily to maintain client service coverage.”

To Internal Leadership

“Employee reported significant mental health distress today, including potential self-harm concerns. I provided crisis resources and paused all performance conversations. Reassigning client work now. Requesting HR guidance on next steps.”

To Clients (When Reassigning Work)

“We are making an internal staffing adjustment to ensure continuity and responsiveness. [New SDR/Manager] will be supporting you effective immediately. We will keep all current work progressing without interruption.”

Never reference medical or personal information.

7. Leadership Expectations

Managers and Directors must:

  • Prioritize employee safety
  • Follow escalation protocols
  • Protect client outcomes
  • Avoid counseling or medical conversation
  • Maintain confidentiality except when escalating to HR
  • Document actions factually

Non-compliance with this protocol increases operational and legal risk.

8. When to Involve Emergency Services

If an employee states active suicidal intent or indicates immediate danger:

  • Direct them to call 911 or 988
  • If on a call/video, stay connected until they confirm action
  • Notify HR and leadership immediately

Only call 911 yourself if the employee is non-responsive and at imminent risk.

9. Post-Incident Follow-Up

After HR review:

  • Align on return-to-work plan
  • Reconfirm expectations and performance structure
  • Reassign or reinstate client accounts as appropriate
  • Document any long-term changes

Managers may not reinstate client-facing duties without HR clearance.