Supporting You to Support Students: A Guide for Staff

Use when: No immediate risk to the student or others. The student may be experiencing emotional distress (e.g. stress, anxiety, low mood, isolation, relationship or study concerns).

Listen
Offer a supportive, non-judgemental conversation. Stay calm, listen actively, and explore what is happening for the student. Reassure them, validate their feelings, and work together to identify practical next steps.

Support & Signpost
Help the student identify appropriate support and agree next steps. Ensure they understand what support is available and how to access it. (Tip: Use the Student Support Z-card, or visit the Student Support & Wellbeing webpages)

Connecting Students with Support
If a referral is appropriate, such as when a student discloses a disability or health condition, gain the student's consent, involve them in the referral, and confirm they are happy to be contacted by a support advisor.

Sample Phrases
“That sounds really difficult.”
“I’m really sorry you’re feeling this way. You’re not alone.”
“Would you feel comfortable if I helped you contact someone who can support you?”
“It’s okay to ask for help - there are people who want to support you.”

Use when: There are clear or increasing concerns about a student’s wellbeing, but no immediate risk to the student or others.

Notice the signs: Changes in behaviour mood, appearance, engagement.

Be alert to:

• Persistent emotional distress
• Sudden changes in behaviour or appearance
• Unusual or concerning ideas
• Declining engagement with studies and/or student life

'Trust your judgement and take concerns seriously.'

Talk and explore:

• Have a supportive conversation, listen actively and clarify the student’s situation
• Share your concerns and explain you want to help
• Discuss appropriate support options and how to access them

'Remember you’re not expected to fix everything.'

Seek advice, refer, escalate:
To refer or escalate your concerns to student support, or to seek further advice, you can complete a Student of Concern Form or email: student.support@abdn.ac.uk 

• Encourage the student to access appropriate support
• Check in with the student, and refer ongoing or escalating concerns to Student Advice and Support

'You do not have to deal with concerns alone.'

Safety is the priority in all situations

Use when: There is immediate risk to the student or others (e.g. serious self-harm, violence, loss of functioning, disorientation or suicidal intent or plan)

Take immediate action:

• Treat as an emergency, act immediately, with or without student consent
• Use your judgement, If risk is immediate call 999
• Students can also contact GP for an emergency appointment
• NHS 24 (111) provides specialist mental health crisis support

In all situations:

• Try to stay calm and present
• Don’t try to manage the situation alone
• Engage with the student, if possible, but prioritise your own safety and that of others
• Inform the Security Team via SafeZone if emergency services have been called to campus
• Inform Student Advice and Support by email to ensure appropriate follow up for the student
• Inform your manager and seek support for yourself

• Emergency Services (999) - Call in a life-threatening or immediate risk situation where urgent intervention is needed.
• NHS 24 (111) - Call 111 for urgent medical help that is not life threatening.
• Samaritans (116 123) - 24/7 free support. Confidential listening service for anyone in distress.
• Breathing Space (0800 83 85 87) Weekdays: 6pm - 2am Weekend: Friday 6pm - Monday 6am

Located in Aberdeen City Centre:

• SAMH The Nook - Drop-in support centre, 10am - 4pm daily, ground floor, Marischal Square, Aberdeen City Centre. The Nook is proudly a safe space for mental health support.
• Penumbra 365 suicide prevention walk-in service, 9am - 9pm daily, 168 Skene Street, Aberdeen.