Mental Health and Volatile Individuals in the Community: A Guide for NZ Security Personnel

Introduction

In the ever-evolving world of frontline security, one of the most sensitive and challenging responsibilities we face is engaging with individuals experiencing mental distress or behaving in a volatile manner. Whether you're stationed at a shopping mall, healthcare facility, transport hub, or event site, you are not just a guardian of property—you are also a crucial first responder to human crisis.

In this blog, we’ll explore:

• Common scenarios involving mental health or volatile behaviour

• Best practices in communication and body language

• Legal obligations, rights, and the boundaries of your authority

• Practical de-escalation techniques

• When and how to involve emergency services

1. Understanding Mental Health in Security Contexts

Mental health crises come in many forms, including:

• Anxiety or panic attacks

• Psychotic episodes (hallucinations, delusions)

• Suicidal ideation or self-harm

• Aggressive outbursts due to unmanaged trauma or substance use

• Disorientation due to dementia or neurological conditions

These situations can arise in public spaces, private businesses, or community areas, and they often require compassion, calm, and strategy—not force.

2. Common Scenarios You May Encounter

Scenario 1: A Person Talking Loudly to Themselves, Refusing to Leave a Store

You’re called to a retail store where a man is pacing near the entrance, talking to himself loudly. Staff are frightened and ask you to remove him.

What to do:

• Approach calmly, without sudden movements.

• Avoid touching unless there's immediate danger.

• Use open body language (hands visible, neutral stance).

• Use a calm voice: “Kia ora, my name’s [Your Name]. Are you okay? Can I help you with anything today?”

• If he refuses to leave but isn’t harming anyone, you may not have grounds to physically remove him. Consider calling a mental health crisis team or Police if needed.

Scenario 2: A Distressed Woman Screaming on a Train Platform

A woman is shouting incoherently, throwing her bag, and frightening nearby commuters.

Response strategy:

• Keep a safe distance; position yourself to avoid cornering her.

• Clear the area of bystanders if possible.

• Use calm but assertive communication: “You're safe here. I just want to talk. What’s going on for you right now?”

• If she continues to escalate or threatens herself or others, contact emergency services immediately.

Scenario 3: A Repeat Visitor at a Mall With Paranoid Delusions

An individual regularly enters the mall claiming staff are plotting against him. He becomes angry when security talks to him.

Recommended actions:

• Keep a record of previous incidents (times, behaviours, outcomes).

• Avoid confrontation. Acknowledge feelings: “I hear that you’re feeling unsafe. I want to make sure you’re okay.”

• If you believe they pose a risk to themselves or others, notify Police or the DHB crisis team (now part of Te Whatu Ora under the mental health response).

3. Communication is Key

The way you speak can be the difference between de-escalation and crisis. Key tips include:

Verbal Communication:

• Tone: Calm, soft but confident

• Pace: Speak slowly and clearly

• Language: Use non-judgmental, inclusive phrases like:

  • “I’m here to help.”

  • “Let’s work together.”

  • “Can you help me understand what’s happening?”

Body Language:

• Open stance, no crossed arms or aggressive posture

• Maintain appropriate eye contact—not too intense

• Avoid sudden movements or touching without permission

• Respect personal space (usually at least 1.5 metres)

4. Know Your Legal Rights and Obligations

Security personnel in New Zealand must balance safety, legal authority, and human rights.

Your Legal Tools Include:

Trespass Act 1980

• You can warn someone to leave and issue a trespass notice.

• If they fail to leave or return, Police can be called to arrest under the Act.

Citizens Arrest (Crimes Act 1961, s35 & s39)

• You may detain a person committing an offence - only if necessary and only using reasonable force. Refer to our blogs below:

• https://www.nzshsecurity.nz/2363032_understanding-new-zealand-s-expanded-citizen-s-arrest-powers

• https://www.nzshsecurity.nz/2370878_part-2-navigating-new-zealand-s-new-citizen-s-arrest-powers-a-guide-for-retail-owners-and-security-guards

Health and Safety at Work Act 2015

• You must protect yourself, your colleagues, and others from harm, including during mental health incidents.

Human Rights Act & NZ Bill of Rights Act

• Everyone, including those with mental illness, has the right to be treated with dignity and without discrimination.

Privacy Act 2020

• Avoid filming or recording unless justified by policy and law (e.g. body cam footage in a dangerous incident). Never share videos on social media.

5. De-Escalation Techniques

Use the LEAPS model:

• Listen: Give them your full attention

• Empathise: Validate feelings (not delusions or behaviour)

• Ask: Clarify their needs or what’s triggered them

• Paraphrase: Show understanding ("So you're upset because...")

• Summarise: Offer a solution or next step

Avoid:

• Arguing logic vs delusions

• Using commanding or dismissive language

• Threats or ultimatums unless absolutely necessary

6. When to Call for Help

If someone is:

• At risk of harming themselves or others

• Incoherent and unable to communicate

• Causing disruption that cannot be resolved peacefully

• Refusing to leave after being trespassed

Contact:

• Police (105 or 111) – for safety, violence, or crimes

• Local DHB/Te Whatu Ora Mental Health Crisis Team

• St John (111) – if medical help is needed

• Your supervisor or control room

7. Building Trust With the Community

Security guards who show respect, patience, and cultural awareness build stronger community relationships. Remember:

• Many people living with mental illness are not dangerous—they may just need understanding.

• Don’t make assumptions based on appearance, speech, or behaviour.

• Know your local support services to suggest help when needed.

Final Thoughts

Security is about more than just policies and patrols—it’s about people. Responding to mental health and volatile behaviour requires empathy, situational awareness, and knowing your boundaries.

By mastering calm communication and body language, knowing your legal powers, and calling in the right help when needed, you are not just a guard—you’re a bridge between crisis and care.

🛑 REMEMBER:

You’re a first responder—not a mental health expert.
Your job is to ensure safety, call in the right support, and act within the law.