Responding in Times of Crisis— An Exploratory Study of Employer Requests for Critical Incident Response Services

Summary

Increasingly, employers play an active role in assisting their employees in dealing with crisis. This exploratory study conducted analyses using a large national database to examine how companies representing various industry types differed in the frequency of requests for critical incident response services, the types of incidents that evoked the requests, the types of interventions utilized, and the delay time between the request and provision of services. Results demonstrated substantial variability in the types of incidents and frequency of service utilization. However, some consistent patterns were noted. For example, over half of all critical incident response services across industry types were delivered in response to a death impacting the workforce. A different pattern was evident for the Finance/Insurance/Real Estate industry, where robberies were most prevalent and the delay time between the incident and the critical incident response delivery date was shortest. There appeared to be an inverse relationship between the size of the company and the use of critical incident response services. This study has implications for further research regarding the training of practitioners administering critical incident response services and determining themost effective crisis interventions for the situation and recipient population.

Key Words:

• Critical incident
• workplace stress management
• crisis intervention