Effective Post-Incident Support

When an incident occurs in our settings, it can be upsetting for everyone: the individual directly involved, others in the vicinity, and staff members. Sometimes, people may have been emotionally or physically harmed, and need time, space and support to recover fully.

In order to move forward, restore damaged relationships as needed, and make sure the outcome of the incident is ultimately positive, we need to establish effective post-incident support for anyone who needs it.

So, how can we prepare for an effective post-incident process?

1: Consider safety first
Following an incident, the immediate priority is to make sure that everyone is safe and looked after. This includes the individuals in our care and any members of staff affected.

We can monitor and support individuals, taking their needs and preferences into account. For example, while some people may respond well to positive touch for support, others may not find this helpful.

The behaviours we observe during the post-incident recovery and depression stages, as described in the Team Teach Stages of Distress and Support model, can vary widely from person to person, so we need to use our knowledge of an individual to determine the best course of action.

2: Think about timings
The post-incident process cannot be rushed, so we need to make sure we allow sufficient time for individuals to recover. Feelings of guilt, shame and low self-worth can influence the timescale, and we need to wait until everyone is ready to reflect and communicate.

It’s vital that we are patient and let individuals dictate the pace. During this time, we can continue to monitor and support them until they show signs of wanting to engage. This may take longer than anticipated.

We need to be alert to signs of recovery, as these will vary from person to person. If we miss the subtle signals, there is a risk that individuals can loop back into crisis, and the situation can quickly escalate again.

It may also be important to consider the time of day and whether basic needs have been met. If individuals are tired, hungry, or thirsty, this can adversely affect the post-incident process.

3: Consider the environment
The physical environment can have a significant influence on a person’s thoughts, feelings and behaviour, so for post-incident support to be effective, it needs to happen in a place where the individual feels safe, secure and comfortable.

We can respond to any sensory needs by adjusting the lighting, the temperature of the room and the layout of furniture. Ensuring that chairs are at the same height and there are no artificial barriers can help all parties feel equal. It can also be effective to sit next to a person, rather than opposite them, as this can sometimes feel confrontational.

Of course, post-incident support doesn’t need to happen in an office or formal setting. For some individuals, going outside can help them feel calmer and enable them to self-regulate successfully.

Restorative conversations at the heart of post-incident support

Incidents can have a significant impact on relationships. This might be the relationship between yourself and the individual you support, between those in your care, or between yourself and other colleagues.

Timely, well-structured restorative conversations enable the repair of damaged relationships. They facilitate a period of reflection that allows those involved to have their thoughts and feelings heard and validated, and engage in the process of reconnection.

So, what are some of the things we should consider when setting up and conducting an effective restorative conversation?

1: Consider our own body language
We can think about how we present ourselves during the conversation and what our 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. While it may be tempting to interrupt and finish people’s sentences, we need to allow space and time for individuals to process and share their thoughts and feelings.

2: Be prepared for heightened emotions
Sometimes, restorative conversations can trigger heightened emotions. Reflecting on an upsetting incident can re-ignite feelings of anger, low self-worth, and shame. This can be the case, especially if the individual has physically or emotionally hurt somebody they care for.

Offering reassurance and support lets individuals know that we are all working together to make sure things are different next time.

3: Ensure the process is inclusive and accessible
Some individuals in our settings communicate in different ways, rather than using verbal dialogue. Others may struggle to identify and understand how they themselves and those around them feel. This does not mean they cannot take part in a restorative conversation.

It’s our responsibility to find strategies that enable them to access the process. One way of doing this is by using a range of communication strategies, such as signing, picture exchange systems, symbols, and Augmentative and Alternative Communication (AAC) devices.

4: Be flexible and creative
Sometimes, the restorative process is thought of as a long list of questions to be asked and answered, but this can be frustrating and ineffective for many of the individuals in our care.

Everyone is different so we have to be creative about how we do things and think about an individualised approach. This might involve breaking down the key aspects of the incident into bite-sized chunks, explaining what we mean in more detail, and linking feelings with behaviours.

If appropriate or necessary, we may also want to consider different ways to represent what happened in the incident, to help individuals process and understand what went on:

• Use role-play or puppets to retell a sequence of events
• Explore how different art media can reflect emotions at different stages of the incident
• Incorporate music to denote the transitioning from different stages of a crisis
• Use visual cues, pictures and photos to link feelings with behaviours
• Use sensory toys, gentle water play, or Play-Doh modelling throughout the process
• Personalising the interaction to the needs of the individual can lead to a more positive, sustainable outcome.

Post-incident recording and reporting procedures

After an incident, there are invariably pre-agreed recording and reporting procedures to follow. It’s important to strike the balance between recording as soon as possible and waiting until we have had sufficient time to self-regulate, if it’s an incident we have been involved in.

We can fill out a detailed post-incident learning debrief, and complete any records or reports in line with our setting’s policies and procedures. We can also think about who needs to know about the incident and how they will be informed. This might be colleagues that work with the individual, and family members or carers. Individual support plans and risk assessments may also need to be reviewed and updated to reflect new information.

Take a look at our editable post incident de-brief template

Post-incident support as a learning opportunity

While any behaviour incident can be upsetting, there is always much to be learned afterwards.

Effective post-incident support facilitates opportunities to reflect on what happened, repair damage caused and decide on appropriate strategies for the future. All of this new learning encourages everyone to work together in the best interests of the child, young person, or adult.

Please get in touch any time if you’d like help with behaviour in your organisation.