SOS handbook.pdf

SOS HANDBOOK: INDEX Section 1: 1 Referral List Helpline for Suicide Page 1 Section 1.2 Referral List Women’s Safety Page 1 Section 1.3 Referral List Substance Abuse Page 2 Section 1.4 Referral List Child Safety Page 2 Section 1.5 Referral List Cyber Crime Page 2 Section 2.1 Police & Legal When to ca...

SOS HANDBOOK: INDEX Section 1: 1 Referral List Helpline for Suicide Page 1 Section 1.2 Referral List Women’s Safety Page 1 Section 1.3 Referral List Substance Abuse Page 2 Section 1.4 Referral List Child Safety Page 2 Section 1.5 Referral List Cyber Crime Page 2 Section 2.1 Police & Legal When to call the police Page 3 Section 2.2 Police & Legal When to call legal Page 3 Section 3.1 Code of Conduct What to say to someone who has broken COC Page 4 Section 3.2 Code of Conduct Breaking the Code of conduct Page 5 Section 4 Rules & regulations Rules & regulations Page 5 Section 5 Signs of Psychosis Signs of Psychosis or Severe MH disorder Page 6 Section 6.1 IRA/AK Script On call or text Page 6 Section 6.2 IRA/AK If they wish to share any material Page 6 Section 6.3 IRA/AK If a person shows up in person Page 6 Section 6.4 IRA/AK Person asks for financial support Page 7 Section 7 Staff Someone comes to meet a staff member Page 7 1 SOS HANDBOOK: Section 1: Referral List 1.1 Helpline for Suicide Hospital Tel. No. Timings KIRAN government helpline 18005990019 24/7 Tele MANAS 14416 / 1-800-91-4416 24/7 iCALL 9152987821 Monday to Saturday 10am to 8pm Vandrewala Foundation 9999666555 24 x 7 Government Hospitals with Psychiatric Ward Hospital Address Tel. No Cost Timings Acharya Donde Marg, Parel KEM Hospital East, Parel, Mumbai, Maharashtra 400012 022 2410 7000 Rs. 10 24/7 Dr A L Nair Road, Mumbai Nair Hospital Central, Mumbai - 400008, Near Martha Mandir 022-23027000 , 23081490 Free OPD - 9 am to 11 pm OPD 1st session Rs.590 OPD - 9 am Following Private visit - 5 sessions - Rs. pm 500. Private visit Rs.1000-1500 Holy Family Hospital, Bandra Holy Family Hospital St Andrew’s Road, Bandra (West), Mumbai – 400 050. India. 022 62670555; info@holyfamily hospital.in Cooper Hospital 501, Gulmohar Rd, JVPD Scheme, Vile Parle West, Mumbai, Maharashtra 400056 (022) 26207254/55/5 Rs.10 6/5 OPD- 08.00 am to 10.30 am Government Hospital - (Closest hospital incase of emergency) Bhabha Hospital - RK Patkar Marg, Waterfield Road, Bandra West, Mumbai - 400050 (Near Globus Mall) FREE Tele counselling 1. Sangath - 011-41198666 (Monday to Sunday 10am - 6pm) 2. Vandrewala Foundation - 9999666555 (24 x 7) 2 1.2 Women Safety Sneha NGO, Mumbai 9833052684 / 9167535765 Women's Helpline Maharashtra022-26661252 Majlis Domestic Violence and trauma cases. Also offer counselling. 24x7, all days 10am - 7pm, 2nd Domestic Violence and rape cases. Also and 4th Sat-Sun offer legal help and counselling. closed 1.3 Substance Abuse Narcotics Anonymous, Mahim West, Mumbai 7045379492 Addiction and substance abuse 24x7 1098 Child Abuse 1.4 Child Safety Childline India-Child Helpline 24x7 1.5 Cyber Crime Cyberbaap www.cyberbaap.org A cybercrime investigator and a cyber psychologist 10am 7pm Phone Nos. : Police - 100 Women’s Police - 103 Ambulance - 108 Closet AED - Holy Family Hospital 022 62670555 Pregnant ambulance - 102 Lawyers close by who are affordable - Mumbai District Legal Services Authority (old Bandra court) - 022 26402175 Close by affordable GPs - Dr Shaheen Nensey (Gurunanik Seva Mandir)- 9619834339 Legal: SN Juris - Nishad (9820564492) Fire rescue - 101 3 Section 2: Police & Legal 2.1 When to call the police (always call LEGAL: SN Juris after calling police) - If any person, at any point admits to have committed any crime (hit and run, sexual abuse, domestic abuse, forgery, cyber crime). - If any person, at any point admits to intending to cause harm to others (homicidal tendencies or thoughts). - If any person, at any point has a weapon and is threatening to use it or is using it. - If any person, at any point engages in unruly, aggressive behaviour that is going out of hand (breaking things, destroying property, banging their head on the wall, hitting or harming another person) - If we ask someone to leave and they refuse to leave Verbal aggression is to be handled with de-escalation and removal of person from the premises. 2.2 When to call legal: SN Juris - Nishad (9820564492) - If you’re ever confused about whether or not to call the police - If anyone ever threatens to sue Agatsu or any of its employees - If you think you or anyone at Agatsu has done something that might be against the law - If you’re ever confused about what the law is 4 Section 3: Breaking Code of Conduct 3.1 What to say to someone who has broken the code of conduct: 3.1a If it is a first time offence: Take them to the side as soon as possible, explain to them what the rule is and how they have broken it. Tell them nicely that they have to follow the rules that everyone has to follow to be allowed to come to the centre and use its services. 3.1b If they keep breaking the rules: Take them to the side as soon as possible, let them know that they have broken the rule again after being explicitly explained said rule. If they deny having broken it - “Management decides when there has been a breach in the code of conduct so even if you don’t think you have broken the rule, this will be considered as a first offence. After your second offence for this same rule being broken, we will have to bar you from coming to the community centre.” 3.1b Things to say when there is back and forth: “This is a community space. For us to be able to function effectively, we have to follow some rules and regulations. This is to ensure everyone’s physical and emotional safety as well as our logistical ability to keep the place up and running.” “I’m sorry you feel this way but these are the rules and everyone has to follow them if they wish to make use of community centre.” “I understand that you feel you have not broken the rules but each person cannot get to decide if they have broken the rules or not. The same person has to decide for everyone if the rules have been broken and so it is always management who will decide if a rule has been broken. I am sorry but we will need you to leave.” 3.1c If this is their final offence: Take them to the side immediately, tell them that they have repeatedly violated the rules and regulations “so unfortunately, we will have to ask you to leave and you are barred from coming to the community centre.” 3.1d If they refuse to leave: “We’ve asked you to leave repeatedly, there is nothing to be done about the situation and so if you don’t leave, we will have to call the police. We would really like to not have to do that because I’m sure you mean no harm but you’re not hearing what I am saying and you’re making me uncomfortable. The only way for me to carry out my job and responsibility will be to call the police.” Don’t be afraid of silence. If they’re venting and ranting, don’t interrupt. Let them keep going. Then repeat yourself. Don’t be afraid to repeat yourself even if it sounds like a broken record player. 5 3.2 Code of conduct: that they can break a few times before getting a first offence: Feel free to use the art supplies and stationery, read the books, sit and think on our chairs and couches, or even take a nap; but please do not damage any property. In case of doubt, please ask how to use the tools/equipment.Immediately notify the supervisor of any faulty or broken tool/equipment/furniture Please keep your phones on silent and use headphones so as to not disturb others. Wash your own utensils and art supplies, put things back where you found them Everything else only gets one explaining, one “first offence” and then being barred. 4. RULES AND REGULATIONS: If a visitor is found being disrespectful, discriminatory or offensive to ANY other person under any circumstances, they may be barred from future use of this Community Centre. Please approach any of the staff members if you feel disrespected or discriminated against. If a visitor is found using offensive languages or gestures (including profanities), they may be barred from future use of this Community Centre. Please follow our specific protocols as per the POSH Act. If a visitor is found propagating any religious or political beliefs and ideologies, they may be barred from future use of this Community Centre. If a visitor breaks any laws as laid out by the government, they will be barred from future use of this Community Centre. If a visitor takes photographs or videos without explicit consent from all other persons in said photograph or video,, they may be barred from future use of this Community Centre. We are not a crisis centre. Please be aware of our scope of work to avoid confusion and to ensure you receive the appropriate aid for you and/or your loved ones. Please inform us if you have any pre-existing medical conditions - physical as well as mental. We do not allow people with severe mental health disorders to attend our activities or use our centre as we are not equipped to provide them with the care that they require. 6 Section 5: SIGNS OF PSYCHOSIS OR A SEVERE MENTAL HEALTH DISORDER: 1. Poor personal hygiene - Unclean hands/ nails - Unclean feet - Unwashed/unclean hair - Bad breath - Bad body odour - Soiled clothes 2. Someone who is abusive: Showing signs of physical and verbal aggression. 3. Unable to maintain a meaningful conversation: Putting together meaningless words that can't be understood or have unclear speech that is hard to understand. 4. Resistance to instructions: Unable to understand and/or follow basic instructions despite repeated explanations/ warnings. 5. A complete lack of response: Not saying anything to anyone and not responding even when questions are addressed to them directly. 6. Appear to lack emotion: Do not make eye contact, no change in facial expressions and/or have a blank expression or speak in a monotone. 7. Someone who is homicidal: Talks about killing someone. 8. Hallucination and/or Delusions: - If a person is seeing something or someone who is not present, - if a person is hearing a sound which no one else can hear, - if a person is engaging in a conversation with themselves/in the absence of another person. 7 Section 6: SCRIPT FOR IF SOMEONE COMES TO MEET IRA/AK 6.1 On call or text (generally asking about Ira or AK) - Hello, thank you for calling Agatsu Foundation. However we are not authorised to share any information of any member of the team or people associated with Agatsu. 6.2 If they wish to share any material - Sorry, we will not be able to relay any information nor pass on any information that does not pertain to our scope of work to any member affiliated with Agatsu. 6.3 If a person shows up in person - Ask a member of staff to inform Ira (if present at the CC) to not come out. Say - Hello, sorry this is Agatsu Foundation, our work is strictly in the mental wellbeing space. To maintain the community centre we work on providing a comfortable and safe environment for everyone at the centre so we expect the same from all our participants as well. 6.4 Person asks for financial support - Hello, we are sorry to hear the struggle you are going through. However we do not provide any financial support at Agatsu Foundation. We run a community centre, where we conduct activities that build self awareness, resilience, communication and human connection. You are more than welcome to join us for our activities or our therapy clinic. However we will not be able to provide you any more than that. Section7: SCRIPT FOR IF SOMEONE COMES TO MEET ANY STAFF MEMBER Hello, may I take your details, your name and reason for meeting. Just a second let me check if they are available or in at the moment. *Person to go tell the staff member* If the staff member is not in - Hi, sorry they are currently not in office, is there a message I can relay to them? Or if you would like you can email them on [email protected] DO NOT GIVE ANYONE’S PERSONAL NUMBER TO ANYONE AT THE CENTRE, unless specifically told to do so by the concerned staff member. 8