Assisting Individuals in Crisis
This course introduces veterinary professionals to practical one-on-one crisis intervention skills for supporting clients, colleagues, and team members during emotionally difficult situations. Using the ICISF SAFER-Revised model, participants will learn basic crisis communication, listening skills, common crisis reactions, stabilization strategies, effective coping support, and referral considerations. Veterinary examples will include reception interactions, difficult client communication, traumatic cases, and support for co-workers following challenging events.
Why this course is relevant to veterinary teams
Veterinary professionals often encounter emotionally charged situations, including:
- a client receiving unexpected or devastating news about a pet
- euthanasia appointments and end-of-life decision-making
- conflict or anger at reception, over the phone, or in the exam room
- distress following surgical complications, sudden deterioration, or traumatic injury
- supporting a co-worker after a difficult case, client confrontation, workplace incident, or cumulative stress
- recognizing when someone may need additional support or referral
This training helps participants respond with calm, confidence, and compassion while maintaining appropriate boundaries and recognizing when a higher level of care is needed.
What participants will gain
By the end of the training, participants will be better prepared to:
- offer immediate, practical support to someone in distress
- use a structured approach rather than relying only on instinct
- communicate more effectively during emotionally intense moments
- identify common crisis reactions without pathologizing normal responses
- support stabilization, coping, and connection to resources
- recognize personal and professional limits
- understand when referral or higher-level care is needed
The SAFER-Revised model includes stabilization, acknowledging the crisis, facilitating understanding, encouraging effective coping, and recovery or referral.
About the facilitator
Steve Horner grew up on a purebred Hereford farm in Eastern Ontario around animals of all sizes. His farming life created a lifelong attachment to our furry and feathered friends and a healthy respect for the veterinary profession. He moved on to a 32 year career in policing and retired in 2022.
Part of his policing career was spent as a member of the York Region Critical Incident Stress Management team. He joined that team in 1997 and became a trainer in 2012. After retiring from the policing profession, he has continued this work, offering training and program development around peer support, psychological first aid and crisis intervention, and suicide intervention. Steve teaches a variety of courses to help individuals and groups manage stressful situations. He provides consulting services to organizations seeking to support their teams and clients.
His family has one cat who thinks she is a dog. They have fostered about 40 rescue dogs.