Responding To A Critical Incident At Work
Learn how to respond to critical incidents at work with practical guidance.
- A critical incident is a sudden, overwhelming workplace event outside normal experience.
- Australian WHS laws require employers to have a documented incident response plan.
- Psychological First Aid is the evidence-based response for the first 48–72 hours.
- Immediate group debriefing is not recommended, as it can increase distress.
- Prioritise at-risk staff, including those indirectly affected, across short, medium and long term.
Download our guide to managing your teams mental health
Every workplace is susceptible to critical incidents. How an organisation responds in the hours and days that follow can have a profound impact on how well people recover.
Under Australia's Work Health and Safety (WHS) laws, having a documented response plan is not just good practice, it is part of your compliance obligations as an employer.
Organisations that fall short may face workers' compensation claims, regulatory scrutiny, and lasting reputational damage.
What is a Critical Incident?
A critical incident is a sudden, unexpected, and overwhelming event that falls outside the range of normal workplace experiences. Critical incidents can invoke intense fear, helplessness, or a sense of being completely out of control.
After such an event, most people will experience strong reactions, though the nature and duration of those reactions will vary significantly from person to person. A critical incident could involve, or be witnessed as:
- Workplace fatality or near miss
- Being involved in or witnessing a serious accident
- A serious injury
- A mental health crisis
- Physical or sexual violence
- A natural emergency or disaster
Examples of Critical Incidents at Work
Example 1: Severe Workplace Injury
A construction worker is struck by falling debris, resulting in a serious head injury. Colleagues witness the incident, leaving many distressed and concerned about safety on-site.
Emergency services transport the injured worker to hospital, while management initiates the critical incident response plan, providing Psychological First Aid within 48 hours and offering ongoing support through the Employee Assistance Program (EAP).
Example 2: Customer Violence
An aggressive customer threatens retail staff and shoppers with a weapon during a busy trading period, causing widespread panic. While no physical injuries occur, employees report feeling traumatised and unsafe returning to work.
Management responds with on-site trauma support, counselling through the EAP, and an immediate review of workplace security protocols to reassure staff and reduce the risk of future incidents.
A Guided Step-by-Step Response for Critical Incidents
Knowing what to do - and in what order - is what separates an organisation that supports recovery from one that inadvertently compounds harm. The following steps are structured around the evidence-based PFA model and reflect best practice for Australian workplaces.
1. Prioritise immediate safety
If there is any ongoing risk to physical safety, address it first. Call 000 if needed. Your duty of care obligation begins at the moment the incident occurs.
2. Communicate clearly and promptly
Employees will fill an information vacuum with rumour and anxiety. Provide a factual, calm account of what happened and what steps are being taken, without speculation or blame.
3. Activate your EAP
Contact your EAP provider as soon as possible. A quality critical incident response service will guide you through the immediate aftermath and help you triage who needs what level of support.
4. Do not conduct group debriefing
Resist the instinct to gather everyone together to talk through the event. This approach is not supported by evidence and can increase harm. Leave structured discussion to trained professionals at the appropriate time.
5. Identify vulnerable employees and act early
Early intervention reduces the risk of longer-term psychological injury claims. Refer to the manager's mental health decision tree if you are unsure how to approach a specific situation.
6. Support your managers too
People managers and HR professionals who coordinate incident responses are frequently exposed to secondary trauma. Build check-ins for them into the response plan. Training leaders in psychological first aid principles before an incident occurs is one of the most effective investments an organisation can make.
7. Document your response
Keep clear records of the incident, the support provided, and any referrals made. This protects your organisation legally and ensures continuity of support if personnel change.
8. Review and improve
Once the immediate response has settled, conduct a debrief of the process itself to identify gaps in your procedures. Consider using a psychosocial health and safety policy template if your organisation does not yet have formal documentation in place.
Our Approach to Critical Incident Response
Psychological First Aid
Psychological First Aid (PFA) is a psychosocial support model designed to help people affected by a traumatic event. It is grounded in best-practice guidelines from the World Health Organization (WHO) and the International Red Cross and focuses on promoting natural recovery rather than processing trauma in the immediate aftermath.
PFA involves helping people feel safe, connected to others, calm, and hopeful, while ensuring they have access to physical, emotional, and social support. It aims to reduce initial distress, meet current practical needs, promote flexible coping, and encourage gradual adjustment.
Psychological First Aid is:
- NOT debriefing
- NOT obtaining details of traumatic experiences or losses
- NOT labelling or diagnosing
- NOT something that every affected person will require
It is not useful — and may be harmful — to press someone to talk about what happened if they are not ready to do so. Where a person does want to talk through their experience, appropriate professional support should be made available. PFA is also distinct from Mental Health First Aid, which is a broader training framework for recognising and responding to mental health concerns in general.
The Importance of Timely Support
Individual responses to critical incidents will vary. In the short term, brief check-ins to normalise symptoms and ensure employees know what support is available can be genuinely helpful. Asking people to re-live a traumatic incident in the very first days is not.
The most effective support model provides counselling across short (weeks), medium (months), and long (years) timeframes, matched to where an individual is in their recovery. Support through your organisation's EAP is an important part of that continuum, but it should be complemented by active monitoring and manager-led check-ins over time.
How Foremind Provides Holistic Support
Foremind's critical incident response service supports organisations across the full recovery timeline. From guiding you through the immediate aftermath, to identifying and supporting vulnerable team members, to providing counselling for those who need help months or even years after the event, our approach is built on evidence and delivered with care.
We also provide training for leaders and managers to equip them with the skills to respond effectively when an incident occurs, so your organisation is never unprepared.
The Impact of Critical Incidents
Most people experience strong reactions after a critical incident — physical, emotional, cognitive, or behavioural. These are normal responses to an abnormal event. Critical incident stress typically resolves within two to four weeks, though reactions vary significantly from person to person.
A small number of people will go on to develop longer-term conditions such as depression, anxiety, or PTSD. Those with a previous history of trauma are at higher risk, though anyone can struggle regardless of prior experience.
Vicarious Trauma
Not everyone affected was directly involved. Vicarious trauma is the psychological impact experienced by witnesses, colleagues who heard about the event, and managers or HR professionals coordinating the response.
Check in with the whole team, not just those closest to the incident, and make sure confidential counselling pathways are clearly communicated to everyone.
Post-Traumatic Stress Disorder
PTSD differs from critical incident stress in that symptoms persist beyond four weeks and significantly impair daily functioning. Symptoms can include flashbacks, avoidance behaviours, heightened reactivity, anxiety, and low mood. If an employee is still showing significant distress a month after an incident, referral to a mental health professional through your EAP provider or GP is strongly recommended.
FAQs
What is a critical incident at work?
A critical incident at work is a sudden, unexpected, and overwhelming event that falls outside the range of normal workplace experience. Examples include workplace fatalities, serious injuries, physical violence, and mental health crises.
The defining characteristic is that the event is likely to provoke a strong psychological response in those involved or who witness it. Reactions vary from person to person and can be physical, emotional, cognitive, or behavioural in nature.
What is Psychological First Aid and when should it be used?
Psychological First Aid (PFA) is an evidence-based support approach used in the 24 to 72 hours following a traumatic event. It focuses on helping affected individuals feel safe, calm, and connected, and ensuring they have access to practical and emotional support.
It is not therapy and does not involve asking people to re-live the incident. PFA is delivered by trained professionals and is the international best-practice standard for early critical incident response, endorsed by the World Health Organization and the International Red Cross.
Why is immediate group debriefing not recommended after a critical incident?
Immediate group debriefing can expose individuals to traumatic details they were not previously aware of and pressure people to disclose emotional responses before they are ready, which can increase distress rather than reduce it.
Current evidence does not support universal single-session debriefing immediately following a critical incident. Where structured debriefing is appropriate, it should be conducted three to seven days after the event, on a voluntary basis, and facilitated by a trained professional.
When should an employee be referred for professional help after a critical incident?
An employee should be referred for professional help if their symptoms are worsening after the first one to two weeks, if they are unable to carry out their usual work or personal responsibilities, or if they are showing signs of PTSD such as flashbacks or persistent avoidance.
Referral through your EAP is usually the most accessible first step. If an employee expresses feelings of hopelessness or inability to cope, or is in immediate crisis, contact a crisis service or emergency services directly.
Related Content
- Mental Health In Construction
- Importance of Mental Health At Work
- What is an Employer’s Duty Of Care?
- PCBU Responsibilities
- Cost of EAPs Explained
Answers to the frequently asked questions.
Our last EAP was barely touched. Why would this be different?+
Most EAPs go unused because of how they're accessed, not because staff don't need them. Phoning a stranger, explaining yourself, then waiting weeks is enough to stop most people before they start. Foremind removes all three steps: staff see real counsellor profiles, pick someone themselves, and book the same day.
If you already have a provider, the question worth asking is what your current utilisation is. Most traditional EAPs sit in low single digits, which means you're paying for cover your people aren't reaching. If yours is being used, staff can get seen quickly, and it covers your psychosocial obligations, there's no reason to move. If not, it's worth knowing what you're getting for the spend.
Do you offer 24/7 support?+
Yes. A 24/7 after-hours crisis line means staff can reach someone immediately at any hour, including nights and weekends.
Counselling appointments are also available outside standard business hours, so shift-based and on-call teams aren't limited to a nine-to-five window. Those are two different things, and it's worth checking any provider offers both rather than just the crisis line.
Are your EAP counsellors based in Australia?+
Yes. Every practitioner on the platform holds current membership with an Australian professional body and practises under Australian standards, codes of ethics and disciplinary frameworks. There are no offshore call centres.
Practitioners hold membership with the Australian Counselling Association, the Psychotherapy and Counselling Federation of Australia, or the Australian Association of Social Workers, along with a current Working with Children or Vulnerable People Check.
How much does an EAP cost?+
Pricing is usually per employee per month, based on total headcount rather than how many people use the service. Costs vary widely depending on whether sessions are bundled in and whether compliance tooling is included.
A more useful comparison is cost per employee who actually uses it. An EAP with 2% utilisation can work out several times more expensive per person helped than one that gets used. Foremind offers pay-as-you-go, inclusive session plans and compliance-inclusive plans, with discounted pricing for not-for-profits and charities.
For full breakdown of our plans, see our EAP pricing page or request a quote for a tailored proposal.
What information does an employer receive about EAP usage?+
Nothing that could identify anyone. All counselling is completely confidential and all reporting is anonymous - you'll never see who booked, when, or what was discussed.
What you do see is the aggregated picture: how many people are using it, what psychosocial risks are prevalent in the business, and which teams are under pressure. Enough to know the investment is working and where to act, never enough to identify a person. Reporting thresholds mean small teams can't be reverse-engineered from the data.
Does having an EAP meet an employer's psychosocial duty of care?+
No. An EAP is a control measure, and a valuable one, but it only addresses harm after it has occurred. It doesn't identify hazards, assess risk, or evidence that controls are working.
Australian WHS law requires you to identify psychosocial hazards, assess the risk, control it so far as is reasonably practicable, and review whether those controls are working — with documented evidence at each step. Offering counselling on its own leaves three of those four steps undocumented.
Foremind covers both in one platform. See how the compliance side works in our product tour.