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Urgent concerns escalation pathway (Associate Handbook)

Purpose

Give associates a clear, calm pathway when something feels urgent or high-risk.

If your concern is not urgent (clinical uncertainty, boundary concern, ethical question, admin concern), please follow:

Examples (non-exhaustive):

Building / facilities emergencies (in-person):
- fire / smoke
- flood / active water leak
- earthquake or other structural safety concern
- any situation where the physical space is not safe for clients/staff
Client medical emergencies:
- injury
- acute illness/distress where medical support may be needed
- loss of consciousness, chest pain, severe allergic reaction, etc.
Psychological emergencies / imminent risk:
- active intent to harm (self or others)
- imminent self-harm
- imminent suicidality (intent with plan/means and near-term timeframe)
- imminent homicidal intent or threat toward an identifiable person
- intent to harm a minor or vulnerable person

If you are unsure whether something “counts,” please treat it as urgent and escalate.

Ensure immediate safety as appropriate.
Contact Katherine for urgent client concerns.
Document what you did and why (in JaneApp notes) according to clinic standards.
If needed: follow local emergency pathways (e.g., emergency services).

Use professional judgment; when in doubt, escalate early.
If the issue is a facilities/office emergency, please also follow:
- If something breaks / supplies run out (section: “Office emergency (urgent)”)
- Building emergencies — Reliance Properties contacts