In the role of a lifesaver, you may need to communicate with victims or other people at a scene who are or become agitated. Their agitation may be due to a mental health issue, medical condition (such as an injury), feelings of unfair treatment or circumstances involving drugs or alcohol.
An agitated person may be abusive, aggressive, anxious, argumentative, fearful, hyper-alert, irritable or violent. They may also have poor impulse control and their level of agitation may escalate quickly. Signs a person may be agitated include:
- confusion and disorientation
- fast-changing levels of consciousness
- rigid body language
- reporting seeing or hearing things that are not there.
Staying safe is a priority. Be vigilant of any dangers to yourself, others and the agitated person. Think ‘safety first’ by:
- avoiding being alone with the agitated person
- keeping at least two arm lengths away from the agitated person when possible
- making sure you have two exit points if possible and avoid blocking exits
- removing any object that could be used as a weapon
- removing conflict partners (other people who are stimulating/escalating the agitation).
If safe to do so, calmly engage with the person and communicate using de-escalation strategies before applying first aid if required (and within the limits of your training). De-escalation strategies to assist an agitated person feel safe include:
- allowing the person to move freely
- communicating with confident and non-threatening body language—avoid prolonged eye contact
- listening actively and non-judgementally to what the person is saying and feeling
- moving the agitated person to a calm, quiet and uncrowded area where they can rest in a comfortable position—touch them gently only when necessary and with their consent
- offering choices and alternatives for the agitated person to stay in control without violence or aggression
- providing reassurance
- setting clear boundaries regarding acceptable behaviour
- showing genuine empathy (See Conflict resolution)
- speaking politely, slowly and softly while using positive words.
If you are unsure or feel threatened in any way:
- Remove yourself from the situation and seek a safe space
- Report to your patrol captain
- Send for help, e.g., the police.