Procedures for Upset Sample Members Support

Procedures for upset sample members (at risk)
Objectives
Observe interviewees for any at-risk behaviors.
Administer protocol if at-risk behaviors are shown.
Overview of Protocol
All respondents will receive a flyer, at the end of the interview, containing hot
line and center numbers for counseling services.
NORC will train staff to observe respondents for potential at-risk behaviors that
may occur during the interview, including such responses as crying, agitation, or
profuse sweating (see detailed protocol).
NORC will train staff in appropriate responses for dealing with the behaviors
identified above, to include:
o Interrupting the interview
o Offering to stop the interview
o Providing a list of numbers to call to seek assistance
If a respondent verbally tells the interviewer that he/she has intentions or plans to
commit suicide or self-injury; or that he/she intends or plans to kill or seriously
injure another with a weapon or other lethal method, NORC staff will follow
established protocols.

Specifications
Assistance Flyer, example

ILLINOIS
Resources & Referrals
For counseling or crisis services contact:
YWCA Metro Chicago
Locations throughout Chicago, IL
24-hour hotline: 1-888-293-2080
Lutheran Social Services of Illinois
Locations throughout IL
Call between 8:30am-4:30pm on the business phone number:
1-847-635-6764
Community Counseling Centers of Chicago
Locations throughout Chicago, IL
To schedule an appointment or for more information, call:
1-773-769-0205

Rape, Abuse and Incest National Network (RAINN)
24-hour national hotline: 1-800-656-HOPE
Website: www.rainn.org

For more information about the survey contact:
James Carr
NORC
Survey of Crime Victimization
55 East Monroe St.
Chicago, IL 60603
1-312-759-5088
Michael Rand
Chief Victimization Statistics Bureau
Bureau of Justice Statistics
810 7th Street, NW
Washington, DC 20531

1-202-616-3494

Detailed At-Risk Protocol
At Risk Procedures: Detail
Although unlikely, you may encounter respondents who are a danger to themselves or others, or
become distraught during the interview. In this section, you will find information about how to
handle these types of situations. Even though it is highly unlikely that these situations will occur
during the field period, you should be prepared to handle them just in case they do arise.
Reacting to and Managing General Distress
The Survey of Crime Victimization asks the respondents to recall any incidents of victimization
over the past year, which could be difficult for some individuals to discuss. For example, a
respondent may be overcome with emotion, or become so agitated or distracted that he or she is
temporarily unable to continue with the interview.
There is usually a progression of verbal and nonverbal cues indicating that a respondent is
becoming upset. As you conduct the interview, observe the respondents for cues that suggest
distress (e.g., lump in the throat, shaking, and sudden agitation). If necessary, you may
acknowledge the respondent's feelings in a brief, matter-of-fact manner. For example, if the
respondent becomes agitated, you can say something like, "Are you okay?" or "Is this becoming
difficult for you?" If you observe a respondent struggling to maintain composure, or if he or she
begins to cry, acknowledge the distress by saying something like, "Would you like to take a short
break?" and allow the respondent time to regain composure. Usually the respondent will be able
to continue after a break. When you feel that the time is right, you can gently say, “would you
like to continue the interview now?" If the respondent is too agitated or upset to continue after 510 minutes, break-off the interview, and provide the crisis center numbers from the flyer.
If a respondent becomes distressed, remember that you must not respond in an evaluative way
and must not attempt to help. After listening respectfully and non-evaluatively, you should
attempt to resume the interview. One of the hardest things to do when a respondent becomes
distressed is to avoid taking on the role of a Good Samaritan or a counselor. Regardless of your
educational background, your function in this study is that of a professional interviewer. Never
adopt the role of a counselor or an advocate. You could unintentionally cause great harm by
trying to help. In addition, some individuals can be manipulative and lead well-intentioned,
sympathetic interviewers in very undesirable directions.
Never engage in conversation with the respondent about the events, behaviors, or emotions
asked about in the interview. Stick to the interview text, the approved probes, and the other
approved responses to provocations and requests for information provided in this manual. It is
useful to discuss the weather and other non-controversial topics briefly before and after the
interview, but strictly avoid any type of serious conversation.
Reacting to Severe Distress
Asking respondents personal questions about their experiences may trigger upsetting emotions
and feelings on the part of a respondent. If the respondent becomes severely upset or emotional,
you should do the following:

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Provide the respondent with a copy of the flyer, which contains mental health service
numbers.
Explain the services offered by the hotlines, including counseling and referrals.

If the respondent indicates that he or she has thoughts, plans, or attempts at suicide or causing
harm to others, take the following actions:
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Maintain your composure and professionalism. Do not respond or react in an
evaluative way, do not ask questions, and do not give advice.
Complete the interview as long as the respondent is able and willing to do so.
Provide the flyer at the close.
Write down what the respondent said as closely as possible.
Call your FM and describe the scenario

If a respondent becomes violent and you feel personally in danger, stop the interview
immediately.
Services and Resources Flyer to All Respondents
At the end of the interview, each respondent will be given a flyer listing the telephone numbers
of available local crisis centers from which they can seek assistance. This information should be
given to all respondents, even those who do not exhibit emotional distress or do not request
specific information during the interview.
Distributing Services and Resources Flyer to Respondents Not At-Risk for Immediate
Danger or Harm, But Who Exhibit Emotional Distress During an Interview and/or Ask
Questions About Mental Health or Substance Use
Asking respondents personal questions about their experiences may trigger upsetting emotions
and feelings on the part of a respondent and the respondent may want information or advice
regarding their own or a family member’s mental health or substance use. Also, respondents may
perceive you as a mental health professional or expert on the topic and ask you questions about
their own or another person’s mental health or substance use. In this case, you should do the
following:
To respondents, say: “I'm not a mental health counselor so I cannot give any opinions. Later, I
will give you a list of telephone numbers that you could use to get
information.”
Distributing Services and Resources Information Flyer to Respondents Not At-Risk for
Immediate Danger of Harm and Who Do Not Exhibit Emotional Distress During an
Interview or Do Not Ask Questions About Mental Health or Substance Use
At the end of the interview, say the following:
“Along with the informed consent sheet, please take this list of telephone numbers that you can
use to get information or seek assistance about some of the topics in today’s interview.”