We have special protocols for dealing with crisis calls. These are calls:

• when a child caller (aged 17 years or younger) discloses that they have been abused, sexually assaulted or neglected or are in immediate risk of abuse, sexual assault or neglect 
• when a caller discloses that they have abused, sexually assaulted or neglected a child (aged 17 years or younger) 
• when the safety of a caller who has experienced or is experiencing abuse is at immediate risk, (e.g. abduction, serious physical harm or homicide)
• when an caller discloses that the safety of another person is at risk (eg: abduction, serious physical harm or homicide)
• when the telephone counsellor determines there is a high risk of suicide or self-harm.