What's Happening?
The Social Security Administration (SSA) has come under scrutiny for its training approach to handling crisis calls. Employees newly assigned to phone duties are instructed to inform callers expressing suicidal thoughts that suicide is 'one option.' This
directive has raised concerns among employees and experts, who consider the approach unorthodox and potentially harmful. The SSA has recently reassigned employees from various departments, including those handling retirement and disability claims, to phone answering duties. These employees received a brief three-hour training session, which included guidance on handling calls from individuals expressing suicidal ideation. The training video, featuring a theoretical employee named Fiona, advised keeping callers engaged and reminding them that suicide is only one option. Experts, including Caitlin Thompson, a former national director of suicide prevention at the Veterans Affairs Department, criticized the approach, stating it does not align with best practices for crisis intervention.
Why It's Important?
The SSA's approach to crisis calls is significant due to the potential impact on vulnerable individuals seeking help. Presenting suicide as an option could inadvertently increase the risk of harm, as it may be perceived as an acceptable response to adversity. This approach contrasts with established best practices, which emphasize not presenting suicide as an acceptable option. The SSA's decision to reassign employees with minimal training to handle such sensitive calls raises questions about the adequacy of their preparation and the potential consequences for both employees and callers. The situation highlights the need for comprehensive training and support for employees tasked with handling crisis situations, ensuring they can provide appropriate assistance and connect individuals with specialized crisis intervention services.
What's Next?
The SSA may face increased scrutiny and pressure to revise its training protocols for handling crisis calls. Stakeholders, including mental health experts and advocacy groups, may call for a review of the agency's practices to ensure alignment with best practices for suicide prevention. The SSA might need to enhance its training programs, providing more comprehensive and specialized instruction for employees handling crisis calls. Additionally, the agency could consider collaborating with mental health organizations to develop more effective strategies for supporting individuals in crisis. Public and political pressure could lead to policy changes aimed at improving the SSA's response to crisis situations, ensuring the safety and well-being of both employees and callers.
