The NSW SES takes seriously the responsibility to support volunteers and staff. Central to the effective prevention and management of this support are the volunteer and staff programs that provide support at all times but particularly in the intervention before critical incidents, as well as during and after these. 

Critical Incident Support Program (CISP)

A critical incident is an event or situation faced in an operational context that is likely to cause any individual undue distress or unusually strong emotional reactions, which may have the potential to interfere with their ability to function at the scene or at any time afterwards.  A critical incident does not have to be a major disaster, but it is usually sudden and out of the ordinary, often involving death and/or traumatic injury.

There is strong evidence to support the fact that preventative measures are significantly more effective than post incident measures and the psychological and physical health and safety of our volunteers and staff has a direct impact on their effectiveness in their roles and the performance of the SES as a whole. The SES is committed to the application of critical incident stress management and the Critical Incident Support Program (CISP) offers a comprehensive program for pre-incident training and support before, during and after critical incidents. The program aims to reduce the impact of critical incidents and accelerate the recovery process.

SES acknowledges that exposure to traumatic events and critical incidents may impact and everyone reacts differently.  No-one can predict how an incident will impact on any particular individual.  Some events will almost always have an impact.  Whilst we cannot predict who will be affected, we do know that the impact is likely to be felt in one of four ways.

1. Thoughts
2. Reactions
3. Feelings
4. Physical Changes

Further information is available on these aspects and managing the effects of critical incidents, on-scene support during incidents, defusings and critical incident debriefings and one-on-one confidential consultation by having a member of the Program’s Peer Support Team visit a SES Unit and conduct a pre-incident education and awareness training session. The Program is centrally managed and co-ordinated from SES State Headquarters by the Co-ordinator Volunteer and Staff Support and direction is provided by the Program’s management team including the Coordinator, a contracted Clinical Director who is the team psychologist, the SES Senior Chaplain and the Managing Director of the SES Employee Assistance Program. 

The Program has a Peer Support Team consisting of Region Chaplains and over 45 Peer Support Team members consisting of both staff and volunteers specially trained in Critical Incident Stress management who are members of SES Units across NSW and come from all walks of life in our community.

The Critical Incident Support Program can be accessed on 1 800 626 800 24 hours a day, 7 days a week and these calls are answered by CISP Duty Officers who are members of the Peer Support Team.  The Program is available to volunteers, staff and members of their families by contacting this number.

Members of the Peer Support Team do not self activate in the Program and we do not contact individuals without the permission of any individual who may need support due to their involvement in a critical incident in SES.

Anyone can ask for assistance including After Hours Duty Officers, Controllers and Team leaders when an incident has occurred that may require the activation of the CISP Peer Support Team and/or Chaplain. This can only be done by accessing the 1 800 626 800 number and the Duty Officer will ask you about the incident and assist in determining what assistance may best suit the circumstances of the incident.  There may be times when we are alerted to potential critical incidents and Units may be contacted to offer support by the Program Co-ordinator and it may be recommended that the Program be activated under specific circumstances.

The following are examples of the types of critical incidents that may require the activation of the CISP:

• Death or serious injury to a fellow SES member in the line of duty
• Any incident involving an SES team responding to an incident or when the victim is known to member(s) responding
• Death or serious injury to children
• There are multiple casualties or fatalities
• Civilian death resulting from operational error/accident/equipment malfunction
• The incident is horrific – eg incineration/body parts
• Prolonged rescue attempts- eg Thredbo landslide
• The incident has attracted a strong media presence or interest
• The incident involves suicide
• When there has been a series of major incidents involving the SES unit over a short period of time
• When it is someone in the unit’s first incident involving a fatality
• When it is felt that one or more members could be emotionally affected
• Responding to major disasters eg. Earthquakes, air crash, bus crash, floods, storms or disease control
• Unexpected or unanticipated tragedy

Chaplaincy in the SES

Embracing diversity, compassion, faith and spirituality in SES volunteers and staff

Chaplaincy in the SES exists to provide pastoral and spiritual support to volunteers, staff and their families. Chaplaincy is built on ministerial qualities of availability, compassion, integrity and confidentiality. Chaplains exist in each SES Region and they provide spiritual support to volunteers, staff and their families in times of death, illness and/or personal tragedy and generally overlap with other areas in providing a range of morale and welfare matters. Chaplains also provide advice to senior officers in SES on religious, cultural and human factors that impact on SES operations and day to day business in SES units and in other times of need. Chaplains in SES are also an integral part of the SES Critical Incident Support Program and embrace diversity, compassion, faith and spirituality. 

There is a Senior Chaplain in State Headquarters and 17 Region Chaplains and other Relief Chaplains available for support 24 hours a day, 7 days a week through contacting the CISP 1800 626 800 number.

Employee Assistance Program

The SES provides a an early intervention and support service to SES employees recognising that personal or work related issues or problems can affect an individuals health, wellbeing and work performance. The SES provides an effective Employee Assistance Program – EAP, which is based on early intervention and/or resolution of both work and personal problems that may adversely affect performance to assist employees to manage any issue in a manner which is timely, confidential and professional.  The EAP provides a confidential assessment, independent counselling and support service to employees and their families for work or non work related problems.

Further information about the Critical Incident Support, Chaplaincy and Employee Assistance Programs with the SES can be obtained by contacting the Co-ordinator Volunteer and Staff Support at State Headquarters.