When a client contacts Converge and presents as at risk, our intake team (Client Service Officers) are trained to assess risk based on the presentation of the client. They are trained to look out for risk indicators, including: 

•  Client is emotionally heightened and unable to provide intake details 
•  Excessive crying 
•  Extreme anger 
•  Erratic or non-sensical behaviour 
•  Slurred speech 

The Client Service Officer (CSO) would ask for when the client would like an appointment and immediately transfer the call to a clinician if need is urgent. All CSOs undertake an extensive induction and training program to ensure they maintain high customer service levels for our clients. This includes training in managing high-risk callers, suicide prevention, domestic and family violence, culture and diversity, Converge standards, and key requirements of major accounts. CSOs are specifically trained in identifying behaviours and cues that indicate distress so that they are able to escalate accordingly. 

At the first counselling session (for high risk clients this may be on the phone after a warm transfer following intake), the clinician would complete a risk assessment. All Converge clinicians have received training in all of the factors involved in the accurate assessment of risk. We also provide our clinicians with a standard Risk Assessment Template to assess risk, along with a template "Development of a Safety Plan” to ensure a comprehensive Safety Plan is developed. In terms of the therapeutic intervention, the clinician would tailor their intervention utilising approaches that could include level one (psychological first aid) and level two (Simple Psychological strategies) stepped care intervention models in line with Phoenix Institute Australian Guidelines for the Prevention and Treatment of Acute Stress Disorder, Posttraumatic Stress Disorder and Complex PTSD. This also includes psychoeducation. The clinician will provide counselling, assess individual’s vulnerabilities - past experiences of grief, loss and trauma and assess additional personal stressors. They will assess personal supports and individual capability to effectively process the circumstances and mobilise their own adaptive coping strategies.

The clinician will schedule the next appointment, in consultation with the client, within a time frame appropriate to the presentation and service being delivered. For example, if the client is assessed as at risk or vulnerable, the next appointment will be scheduled no more than one week from initial consultation.

Converge clinicians have annual training from senior clinicians with specific qualifications in the management of risk presentations, ensuring that our team is provided with up to date information regarding best practice in this area. 
 Our Clinical Governance policies and procedures also require clinicians to escalate concerns related to immediate client wellbeing/risk to their Line Manager or the National Professional Practices Supervisor to ensure that professional obligations are met and clients are appropriately supported.

Where there is believed to be immediate risk to a third party, Converge is obliged to report concerns to those who may be impacted.