Sometimes students share personal information about their circumstances through email and it can be difficult to gauge if what a student is describing is an emergency. When in doubt, consult with LSU New Orleans Counseling Services. Because email is not a private form of communication, Counseling Services ask that you call to consult with a counselor at (504) 280-6683. Let them know you have received a concerning email from a student and would like to consult.
*First review: Signs a Student May Be Experiencing Mental Health Distress
The student is expressing a need that DOES NOT rise to the level of mental health distress that requires immediate assistance.
Here are some ways to respond:
Show empathy:
"I'm sorry to learn you are experiencing difficulties this semester."
"This sounds really difficult and I hear you're going through a lot right now."
"I hear that you're feeling overwhelmed and want support."
Offer assistance if you can:
"How can I help you with completing the semester?"
"What type of support would be most helpful to you right now?"
"I'd like to help."
Suggested language to get them in touch with the right resources:
"Thank you so much for sharing these concerns with me. I want to make sure you're familiar with resources on campus that may be able to assist with your concerns."
See Faculty and Staff Tab for resources.
The student is expressing a need that DOES rise to the level of mental health distress AND requires immediate assistance.
Call the student directly as soon as possible.
Show empathy:
"I'm sorry to learn you are experiencing difficulties this semester."
"This sounds really difficult and I hear you're going through a lot right now."
"I hear that you're feeling overwhelmed and want support."
"Thank you so much for sharing these concerns with me. Can I ask a few questions to make sure I get you connected with the right office?"
- Would you mind telling me your full name?
- What is a good contact number to reach you at if we get disconnected?
- Where are you located?
- Do you currently have a counselor?
- Are you connected with any resources on campus?
- What type of support would be most helpful to you right now?
- Is anyone with you right now?
- Are you injured or unsafe at all right now?
- Ask about suicide directly: "Sometimes when people feel (insert feeling word), they think about suicide. Are you having thoughts of suicide?"
If they say YES or indicate any hesitation to the question about thoughts of suicide, ask the following:
“Thank you for answering these questions. Because I'm not a mental health counselor, I want to make sure I get you connected with one of our trained supports on campus to talk more about your concerns. Would you be willing to talk to a counselor confidentiality at Counseling Services?"
- Make every attempt to transfer the student directly to Counseling Services and notify the staff that the distress is experiencing mental health distress.
- If the student decides to call Counseling Services on their own, direct them to tell the person answering the phone that they are in crisis and were referred by you.
- If the student decides to call Counseling Services without you, call Counseling Services on your own as well. Ask to speak with the crisis counselor to give them a heads up or consider whether further action is needed.
- If the student refuses any help or you are unsure if they have received immediate support, refer to the Requesting Emergency Assistance tab. Remember that Counseling Services is available to consult with you. Because email is not a private form of communication, Counseling Services ask that you call to consult with a counselor at (504) 280-6683.
If you are unable to get the student on the phone:
-Consider whether emergency assistance is needed (see Requesting Emergency Assistance tab)
-If in doubt, consult Counseling Services via phone at 504-280-6683
-Follow-up by email with the following information:
Show empathy:
"I'm sorry to learn you are experiencing difficulties this semester."
"This sounds really difficult and I hear you're going through a lot right now."
"I hear that you're feeling overwhelmed and want support."
I want to make you aware of free counseling on campus and in the community if you are wanting additional support:
LSU New Orleans Counseling Services
www.uno.edu/counseling-services
Free individual and group counseling
M-F: 8-4:30pm
To schedule, please call 504-280-6683
National Suicide Prevention Lifeline
Dial 9-8-8
1.800.273.8255 suicidepreventionlifeline.org
Crisis Text Line- 741741
Veterans Crisis Line
1.800.273.8255, Press 1
STAR, Sexual Trauma Awareness & Response
855.435.STAR
Family Justice Center 24-Hour Crisis Hotline :Do you have a question about domestic violence, want to know about resources, or just want to talk to someone confidential about your situation?
(504) 866-9554
Metropolitan Human Services District
https://www.mhsdla.org/services/are-you-in-a-crisis/
I want you to be aware If you are having a mental health crisis and need immediate help, the fastest way to get help is to contact 911 (LSU New Orleans Office of Public Safety at 280-6666 if you're on campus) or go to your nearest emergency room.
Additional Recommended Actions:
- Document your contacts with the student for your own records
- Consult with your supervisor/department chair
- Submit a report to the Student Care Network
Suggested language to let the student know if you're planning on making a report to the Student Care Network:
"I will reach out to the Student Care Network, a support team made up of campus resources, to let them know I'm concerned about you and want to see what services might be helpful to you."
