The following can be used as a quick reference resource for your team. You are also encouraged to check out our more in-depth article on helping players in crisis.
1. Prioritize compassion and de-escalation
Validate — Acknowledge their distress without judgment. Phrases like, “It sounds like you’re going through a really tough time,” can be helpful.
Avoid minimizing — Don’t say things like “It’ll get better,” or “Others have it worse.” These can make someone feel unheard.
Focus on listening — Offer a supportive presence and let them express themselves. Sometimes, just feeling heard can make a significant difference.
Be clear about your role — Reassure the player that you want to help, but clearly state that you are not a trained counselor or crisis responder.
2. Emphasize available resources
Explain that you are not a trained professional and that there are resources that can help. Encourage them to reach out to an appropriate service, such as the following:
International hotlines
- Befrienders Worldwide is a directory of crisis hotlines across many countries.
- IASP (International Association for Suicide Prevention) provides crisis lines globally.
Online support
- ThroughLine provides access to real-time crisis support in 100+ countries.
- Crisis Text Line offers text-based support (Serves U.S., Canada, U.K., Ireland).
- 7 Cups connects users with trained listeners for anonymous emotional support.
See our list on additional global and regional crisis support lines and services: A Developer’s Guide to Player Crisis Resources.
3. Encourage seeking professional help
Explain that hotlines and online resources you’ve provided are a starting point. Therapists or mental health professionals can provide long-term support. It can be difficult to help connect people, so rely on globally accessible tools; the resources above are likely to also have the means to connect people with local resources.
4. Get help: Consult your escalation protocol
If a situation escalates beyond your comfort or capacity, consult your team’s escalation protocol and follow the outlined procedures.
Note: Every gaming company should have a clear escalation plan in place to ensure the well-being of both players and support staff. If your company doesn’t have one, consider discussing this with your supervisor and using the sample protocol below as a starting point.
5. Evaluate threats to others
Assess immediacy — If someone expresses intent to harm another person, and there’s identifiable information (e.g., location, target), the risk is higher that this is legitimate and an immediate threat.
Reporting — If the threat seems credible, follow your escalation protocol. This might include following your procedure for contacting local authorities or escalating to your supervisor if needed. Note that even if the player is in another country, police often can coordinate with other agencies.
Documentation — Preserve screenshots or logs of the threats for potential reporting purposes. Be sure to do so following all company protocols for PII (personally identifying information).
6. Take care of yourself while supporting others
Encountering players in crisis can be emotionally draining. It’s natural to feel a deep sense of responsibility for their well-being, but it’s crucial to remember that you’re not alone.
Setting boundaries and recognizing limits
- We are not mental health professionals. Focus on providing support and connecting players to appropriate resources.
- If a situation escalates or becomes overwhelming, don’t hesitate to step away and involve others with more specialized training.
- Have confidence that escalating the situation to trained professionals gives the player the best chance of receiving the support they need.
Seeking support and debriefing
- After a challenging interaction, take time to debrief with a supervisor, colleague, or mental health professional. Processing these experiences can help prevent emotional burnout.
- If you’re a team or company leader, prioritize access to mental health resources, including professional support and training, for your team. Encourage a culture of open communication and support.
Remember, taking care of yourself is essential for maintaining your own well-being and ensuring you can continue to be a positive and supportive presence in the community.
Escalation Protocol Template
A clear process is crucial for navigating crises, especially under pressure. Even solo developers will benefit from a structured approach to decision-making during challenging situations. Use the following template to create an escalation plan for your team.
Escalation protocol for player support: Crisis and threat management
This document, readily available to all team members, provides clear guidance on navigating challenging support interactions. Our primary goal is to connect players with the appropriate resources and support they need, and sometimes that means recognizing when it’s time to involve others with specialized training.
I. Purpose
This policy outlines the escalation procedures for [Studio Name] when encountering players in crisis or those who pose a threat to themselves or others. It aims to ensure the safety and well-being of players while providing support staff with clear guidelines for handling sensitive situations.
II. Definitions
- Player in crisis — A player exhibiting signs of severe emotional distress, mental health struggles, suicidal ideation, or expressing intent to harm themselves or others.
- Threat — Any communication expressing intent to cause harm or violence to self, others, or property. This includes, but is not limited to, threats of physical violence, death threats, and bomb threats.
III. Escalation levels
Know your scope — We are not mental health professionals. Focus on providing support and connecting players to appropriate resources.
Level 1: First response
- Trigger — Any initial contact from a player expressing distress or concern, or exhibiting potentially problematic behavior. This includes, but is not limited to, the following:
- In-game reports from other players about concerning behavior.
- Direct messages to Player Support expressing emotional distress or mental health struggles.
- Use of concerning language or expressions of self-harm / harm to others in in-game chat or forums.
- Action — The initial support agent interacting with the player will:
- Acknowledge and validate the player’s concerns.
- Offer support and empathy without judgment.
- Provide readily available resources (crisis hotlines, support websites).
- Ensure these are provided and readily accessible.
- Refrain from offering solutions or personal opinions.
- Clearly state their limitations as a trained professional.
- Document the interaction thoroughly (date, time, nature of communication, resources provided).
Level 2: Support team lead or supervisor
- Trigger — If you encounter the following:
- Player expresses explicit suicidal ideation or intent to harm others.
- The situation escalates beyond the first responder’s comfort or ability.
- The first responder is unsure how to proceed.
- Action — The Support team lead will:
- Assess the situation based on the information provided.
- Provide guidance and support to the first responder.
- Determine if further escalation is necessary.
- If needed, contact law enforcement or relevant authorities.
Level 3: Management and / or Legal
- Trigger — If you encounter the following:
- The situation involves a credible threat of violence.
- Law enforcement intervention is required.
- Potential legal implications arise.
- Action — The Support team lead will escalate to:
- Studio management for guidance on communication and next steps.
- Legal counsel for advice on legal obligations and potential liabilities.
- Public relations if the situation may attract media attention or impact the studio’s reputation.
IV. Emergency situations
- In cases of imminent danger, where a player’s life or safety is at immediate risk, support staff should immediately contact emergency services (911 or local equivalent).
V. Confidentiality
- All player information will be handled with the utmost confidentiality, in accordance with [Studio Name]’s privacy policy and applicable data protection laws (e.g., GDPR).
- Information will only be shared with those necessary for the appropriate handling of the situation (e.g., support team lead, management, law enforcement).
VI. Employee support
- [Studio Name] recognizes the potential emotional impact of handling crisis situations on support staff.
- Employees are encouraged to access available resources, such as Employee Assistance Programs (EAP) or mental health professionals, for support and guidance.
VII. Continuous improvement
- This policy will be reviewed and updated periodically to reflect best practices, industry standards, and feedback from support staff.
- Training will be provided to all player support personnel on this policy, crisis intervention techniques, and available resources.
VIII. Important notes
- This policy is not exhaustive and should be used in conjunction with [Studio Name]’s overall Code of Conduct and Terms of Service.
- Support staff should prioritize their own safety and well-being. If a situation feels unsafe, they should disengage and escalate immediately.
By adhering to this escalation policy, [Studio Name] aims to create a safer and more supportive environment for all players while empowering its support team to effectively manage challenging situations.
Tailoring the above escalation plan to your studio
It’s important to remember that emergency response protocols and expectations can vary by region. To ensure you’re prepared, proactively contact your local non-emergency lines. They can provide valuable information on how to best assist players in crisis, offer training opportunities for your team, and share best practices for navigating these sensitive situations.
Additionally, mental health non-profits are invaluable resources for training and guidance. Partnering with these experts will equip your team with the knowledge and skills to effectively support players in need.
Organizations specializing in gaming
Acknowledgments
These resources were compiled with input from many developers and mental health specialists. With special thanks to Victoria Tran, Robert Lewington, Madeleine Gray, and Rosie Taylor for their insightful feedback and for the work they and their colleagues do every day to support players and developers.
Now what?
If you would like to learn more about this topic, please consider the following articles:
This guide provides essential guidance on how to support players in crisis with compassion and care, even if you’re not a trained crisis responder.
Prioritize emotional regulation by implementing design choices that minimize stress, empower player agency, and encourage healthy social interaction.
Create support resources that feel authentic, engaging, and relevant to players, increasing the likelihood that they’ll have a positive impact.
A Developer’s Guide to Player Crisis Resources
A curated list of valuable resources and guidance on how to create effective support systems for your players and your team.
