While no one can predict a critical incident, preparing for one is important. Having a plan in place can help organisations respond effectively and provide support for affected employees.
In this article, we’ll explain what a critical incident is, how it can be managed, and why we should respond quickly to it.
What is a Critical Incident?
A critical incident is an unexpected event that can feel overwhelming and pose serious threats. In a workplace, such incidents can disrupt operations and harm the organisation’s reputation. Examples include the death or serious injury of an employee, a fire, a bomb threat, or an armed robbery. Witnessing these events can have a lasting emotional impact, often causing distress and affecting mental well-being. The effects may be short-term, lasting only a few hours, or they could persist for months, depending on the severity of the situation and the individual’s response.
Critical Incidents at Work
Traumatic events at work are more common than many realise, even though only around 1.5% of workers report experiencing them. It is assumed that this number is vastly underreported and frontline workers, especially those in roles that provide health or safety services, are at a higher risk of encountering critical incidents due to the nature of their jobs.
Research highlights that supportive working conditions and practices can reduce the impact of critical incidents. Having appropriate health and safety measures in place, including programs to prevent psychosocial hazards, is essential to protect employees and address these challenges effectively.
How to Handle A Critical Incident in the Workplace
Unexpected events in the workplace may be traumatic for workers, so there should be an appropriate procedure to respond to any crisis. Most of these situations are followed by acute stress reactions, which include powerful but brief stress. It may be possible for workers to process these events at home; however, a workplace incident disrupts entire teams, especially if staff is already stressed.
Critical incidents can include anything from a colleague’s sudden death or a workplace accident to large-scale events like fires or violent acts. These events can impact not only those directly involved but also those responding to the aftermath and the wider community. They often cause emotional distress, lower morale, and reduce productivity.
Organisations can use post-critical incident stress debriefing (CISD) to address this. CISD helps teams cope after a stressful event by providing structured support to process emotions, restore morale, and maintain team cohesion. Trained facilitators guide these sessions, offering practical coping strategies, encouraging communication, and connecting employees to further support when needed.
This approach has been shown to improve employee well-being, enhance a supportive workplace culture, and reduce long-term absences. Although the CISD is based on peer support, it may also facilitate the identification of those who might require individual counselling owing to unresolved stress. Businesses can create a more resilient workplace by incorporating CISD into their broader mental health efforts.
Benefits of Critical Incident Management
Employee Education
Educating employees about potential incidents is important, though it may not be comfortable to contemplate worst-case scenarios. Training, such as psychological first aid, enables employees to assist colleagues and customers during a crisis. This training also encourages proactive risk assessment, enabling staff to identify and address potential threats.
Even if never used during an actual incident, this training improves communication, planning, and mental health awareness, benefiting overall workplace performance and resilience.
Employer Education and Preparedness
When planning for critical incidents, organisations conduct thorough assessments to identify potential risks. This process might include steps like enhancing building security, ensuring first aid kits are accessible, and reducing hazards. Being prepared also involves forming partnerships with third parties, such as psychologists or PR firms, to quickly access their services when needed.
Documents are an essential part of preparedness. Outlining employee roles, updating emergency contacts, and pre-arranging protocols ensure quick action during an incident, allowing the organisation to contact the right people and respond efficiently.
Employee Awareness
The education of employees regarding the occurrence of an incident gives them a clear idea about what may happen. Though incidents are mostly unpredictable, training in stress management helps employees handle physical and emotional reactions and reduces the impact on witnesses. Proactive education and preparation make the workplace resilient and more capable of handling any crisis.
Responding Quickly to an Incident
Preparing for a major incident allows an organisation to respond quickly and effectively when one occurs. Training helps employees make better decisions during and after an incident, as they are equipped to handle the situation. Additionally, having professional psychologists already familiar with the organisation and its team can streamline the support process.
While physical readiness is important, it’s equally important to address the psychological impact critical incidents may have on employees. D’accord OAS critical incident response services focus on supporting distressed employees after events such as workplace accidents or deaths. For more details, reach out online or call 1300 130 130.
