SS HelloHero Crisis Protocol | HelloHero Help Center

Emergency	Provider Response	HelloHero Team Response
Mental Health Student’s location: School	If a student is in immediate danger of harming themselves or another person, or having thoughts of suicide or voicing anything of concern: Stay online with the student; listening and talking to keep them engaged and calm until the school contact arrives. At the same time, SEND Google Chat: Please message your Service Manager (SM), and Alexis Kasun with the word URGENT. Briefly explain the situation and one of the support team members will be contacting the school the child is in. Upon the end of the session, document the interaction in the “Additional Notes” box on the Event Page. Inform the school of the interaction and follow school specific protocols.	HH Support Team: If contacted by a provider in a crisis situation, call the school contact immediately and let them know where the student is. Ask school contact to go to the student, to keep the student safe. Ask school contact to call the student's guardians, to inform them of the student's intent to harm themselves or someone else. Ask school contact to follow up with an email to HelloHero Success Manager (SM), once they have spoken with the guardian. Offer the school an internal referral for mental health outpatient services if available (please confirm internally prior).
Mental Health Student’s location: Home	If a student is in immediate danger of harming themselves or another person, or having thoughts of suicide or voicing anything of concern: Ask the student “Is there an adult home?” Stay online with the student; listening and talking to keep them engaged and calm. At the same time, SEND Google Chat: Please message your Service Manager (SM), and Alexis Kasun with the word URGENT. Briefly explain the situation and one of the support team members will be contacting 988 or 911 emergency lines as well as the emergency contact. Upon the end of the session, document the interaction in the “Additional Notes” box on the Event Page. Inform the school of the interaction and follow school specific protocols.	HH Support Team: If contacted by a provider in a crisis situation, call the emergency contact immediately and find out if they are within 5 minute distance of the student’s location. If the emergency contact is not within 5 minutes or you are unable to reach them, call the 988 crisis line and inform them of the situation. If the provider voices the client is actively engaging in self harming behaviors or has access to weapons, call 911. Contact the student's guardians to inform them emergency services have been contacted. Inform the school of the interaction in writing. Offer the school an internal referral for mental health outpatient services if available (please confirm internally prior).
Medical Emergency or Other Possible Emergency	If a student begins experiencing difficulty breathing, having a seizure, or any other medical emergency: If the student is in a Brick and Mortar school, stay online with the student; listening and talking to keep them engaged and calm until the school contact arrives. If the student is at home, ask the student “Is there an adult home?” Stay online with the student; listening and talking to keep them engaged and calm. At the same time, SEND Google Chat: Please message your Service Manager (SM) and Alexis Kasun with the word URGENT. Briefly explain the situation and one of the support team members will be contacting the school the child is in, or calling 911. Upon the end of the session, document the interaction in the “Additional Notes” box on the Event Page. Inform the school of the interaction and follow school specific protocols.	HH Support Team: If contacted by a provider in a crisis situation for a student in a Brick and Mortar school, call the school contact immediately and let them know where the student is. If the student is at home, call 911. If the student is at home, call the emergency contact and inform them emergency services have been contacted. If the student is at school, ask school contact to call the student's guardians, to inform them of the student's medical emergency. Inform the school of the interaction in writing.