Frequently Asked Questions
I. Support for Students with Mental Health Problems
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1. How should I handle a student with psychosocial or mental health problems? |
II. Referral to the Wellness and Counselling Centre
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3. Can family members and significant others from outside CUHK obtain counselling service from WACC? |
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6. What can be done if a student refuses a referral for professional help? |
III. WACC's Case-Management Practices
IV. Response to Psychiatric Emergencies and Suicidal Risks
V. Additional Support for Non-Local Students
I. Support for Students with Mental Health Problems
1. How should I handle a student with psychosocial or mental health problems?
- It is not uncommon for students to encounter various academic, emotional, interpersonal or family concerns and difficulties as they adjust to university life or pursue personal growth. The following Guidelines and Resource Information have been developed and updated regularly to assist staff with the detection, initial management and referral of problematic students:
a. WACC's 'Referral Guidelines'
b. 'Operational Guidelines for Handling Problematic and Critical Cases'
c. 'Operational Guidelines for Handling Suicidal Risks'
d. Students' Seek Help Page
e. Useful Contact Information for Staff
- Full versions of the above have been uploaded onto the Wellness and Counselling Centre's (WACC) webpage: https://www2.osa.cuhk.edu.hk/wacc/en-GB/resources/for-staff/operational-guidelines
- A concise version of (b) to (e) is accessible at the Office of Student Affairs' (OSA) webpage:
(http://www.cuhk.edu.hk/osa/doc/Emergency/InCaseOfEmergence.pdf).
- Hard copies can also be obtained from WACC upon request.
- Staff are also encouraged to attend relevant in-service training courses on 'Mental Health First Aid', 'Problem Detection and Initial Helping', 'Helping Students with Emotional Issues', etc., conducted periodically by WACC's Counsellors.
II. Referral to the Wellness and Counselling Centre
1. Who is entitled to counselling service from WACC?
- All registered full-time undergraduate and postgraduate students of CUHK are eligible for counselling service offered by WACC free-of-charge.
- Counselling appointments can be arranged either by the student personally or by referral from CU staff or other relevant parties, such as family members or allied professionals.
2. Can staff obtain counselling service from WACC?
- WACC provides counselling services to registered full-time CU students only.
- CU staff can seek outside professional personal counselling and consultation under the University's Employee Assistance Programme. Staff can visit the Personnel Office's website for relevant information regarding the service.
3. Can family members and significant others from outside CUHK obtain counselling service from WACC?
- WACC does not provide regular or long-term counselling service to clients other than CU students;
- On the other hand, family members or friends may be invited to accompany CU students for counselling on occasions if deemed necessary or beneficial to effective case-intervention.
4. How can I make a referral?
- Any staff, family member or student is welcome to consult a Counsellor on the need and procedures for referral; such consultation can be carried out without disclosing the personal particulars of the potential client if the latter has not yet been informed or given consent to the referral.
- Before making a referral, discuss and notify the student of your intention and reasons for the referral.
- Referrals can be made in writing by completing an online form.
- Please refer to the ''Referral Guidelines' mentioned in I.1a above for further information regarding referral for counselling service.
5. What will happen after the referral is made?
- If you are a staff member, you will receive an acknowledgement from WACC within 3 working days after the receipt of referral.
- An intake appointment will be arranged for the student within 2-3 weeks while an earlier appointment can be arranged as far as possible in more urgent cases.
- After the case intake session, you will receive an initial reply from the responsible Counsellor regarding arrangements for follow-up counselling and/or further courses of action.
- Thereafter, the Counsellor will communicate with the referring agent or other relevant parties directly as necessary or if complications or special circumstances arise.
- On the other hand, the referring agent can also approach the Counsellor for updates on the student's condition and progress as necessary with the student's prior knowledge and consent.
6. What can be done if a student refuses a referral for professional help?
- Show the student your respect for his/her decision. Offer him/her support and express concern by listening to and addressing his/her concerns or reservations about help-seeking; emphasizing the student's needs for professional help.
- Refer to WACC's 'Referral Guidelines' on ways to motivate resistant students to receive counselling.
- Refer to WACC's pamphlet on 'Psychological Counselling in CU' and clarify to the student the nature of counselling and the purpose of your referral.
- You can also encourage the student to consult medical doctors from the University Medical Service Office (UMSO) or private practitioners if physical discomforts or health concerns are also experienced. Medical doctors can make referrals for psychiatric consultation and treatment if necessary. Referrals for private psychiatric treatment by UMSO's doctors may receive reimbursement from the University.
- Helping resources outside campus can be considered if the student remains resistant towards receiving help from university units. Counsellors' advice can be sought regarding community resources available.
III. WACC's Case-Management Practices
1. What is the nature and objectives of psychological counselling?
Please refer to WACC's pamphlet on 'Psychological Counselling' for further understanding of the nature and goals of psychological counselling.
2. What will happen if a student fails to attend scheduled appointments?
- When a student defaults an appointment, reminders will be sent to the student by phone or email.
- In special cases, the Counsellor will contact the student personally to explore the reason for missing the appointment(s) as well as motivate the student to attend/resume counselling.
- For cases which were initially referred for counselling by a staff member, the referring agent will be informed of the situation and his/her assistance sought in encouraging the student to attend/resume counselling as necessary.
3. If a student is reluctant to attend counselling at WACC or is very withdrawn, will the Counsellor attend to him/her at other campus locations such as at the hostel or department?
- Personal counselling is best conducted at WACC's counselling rooms which are neutral, comfortable, private and secure; it also allows the student to get away from the confines of stress-inducing environments; the student's willingness to attend WACC is also an indication of his/her readiness and likelihood of benefiting from counselling;
- On the other hand, for known and non-violent cases or in exceptional cases which do not present physical danger, a referring agent can discuss with a Counsellor whether a visit to the student at other campus locations may be essential or useful;
- For non-local students, the Incoming Students' Section (ISS) of OSA can also be contacted for outreaching services and pastoral care;
- in cases presenting aggressive behaviour or physical risks, assistance from the Security Office should be sought;
4. Can I make enquiries relating to a student receiving counselling?
- To safeguard a student's rights to privacy, enquiries from a third party (other than the referring agent) on whether or not a particular student is or has been undergoing counselling will not normally be entertained; the enquirer is advised to ask the student concerned directly instead.
- However, if the subject of enquiry is a known counselling case, the responsible Counsellor would notify the student concerned of the enquiry as well as explore the student's need for special attention or assistance.
- Personal information disclosed within counselling will not be revealed to third parties without the student's prior knowledge and consent.
- On the other hand, in life-threatening situations or in order to protect clients or other identifiable persons from serious or foreseeable harm, relevant parties (e.g. family members, academic or administrative staff, hostel or College staff, student affairs personnel, etc.) who can play an active role in student care will be informed and/or professional intervention sought.
5. Will the Counsellor furnish a psychological report or recommendation letter on request?
- Attendance certificates may be issued at a student's request with justification.
- Official reports and recommendation letters may be issued to CU staff at the discretion of the Counsellor when ongoing/known clients are involved and in connection with the latter's special applications/petitions.
- The report/letter will be issued only upon an official request and with the student's explicit consent.
- The Counsellor and student must have a clear understanding of the nature and purpose of the report/letter.
- The student will be briefed on the salient points of the report/letter.
- The report/letter will be sent directly to the requesting party (e.g. Registry officer, department chairman, doctor, etc.) under confidential cover without going through the student.
- Counselling reports (verbal/nonverbal) or referral letters may be provided to relevant outside parties with the student's knowledge and consent, primarily for the purpose of arranging for community mental health services if necessary or upon the student's graduation.
6. Should counselling be made compulsory?
- To enable the development of a trusting counselling relationship and to enhance therapeutic outcome, counselling should not be made compulsory or imposed on a student as part of a disciplinary action or administrative requirement.
- The student should be helped to understand that counselling is voluntary and that it is being recommended for his/her psychological well-being and personal growth.
IV. Response to Psychiatric Emergencies and Suicidal Risks
1. How can I help a student with major psychiatric disturbances?
- Students who present major signs of psychiatric disturbances or serious suicidal risks can be referred to the University Medical Service Office (UMSO) in the first instance for immediate evaluation and arrangement of appropriate psychiatric intervention. If you are uncertain about the nature of the student's problem, you can also refer the case to WACC for initial assessment and consultation.
- Once the psychiatric condition has been stabilized, the student can be referred to WACC for psychological counselling if deemed necessary.
2. How can I handle students with outbursts of aggressive or uncontrollable behaviour?
- Ensure your safety first and avoid handling the situation alone; alert your colleagues as soon as possible to arrange for backup.
- Call the Security Unit (Tel: 3943 7999) immediately, especially when there is risk of physical harm or in life-threatening situations.
- Call WACC for a consultation if needed; Counsellor will provide support as the situation may require.
- While you wait for assistance, stay calm and composed; make sure that the environment is quiet/peaceful/comfortable, but safe and accessible to helpers.
- Try to pacify the student by talking in a gentle and soothing voice.
- Try to attend to the feelings and emotions and communicate concern and empathy.
- Avoid provoking, judging, criticizing or arguing with the student.
- Explore ways to help the student feel more comfortable and relaxed, e.g. by sitting down in a comfortable chair, having a drink of water or a snack, resting with eyes closed, breathing steadily, etc.
- Escort the student to UMSO or WACC for rest and stabilization if the student cooperates and is able to quiet down.
- If the student remains uncontrollable, family members should be notified and urged to come to campus immediately to take care of the student.
- In critical situations, the Security Unit may need to call the police/ambulance and arrange for immediate transport to hospital.
3. If a student's mental condition indicated a need for immediate hospital care (either in-patient or out-patient), what should I do? Who can help with escorting the student to a nearby hospital?
- Unless the student's mental condition appeared to be incapable of making a sound personal judgment (such as in the case of a psychotic breakdown), a student's consent should be sought regarding hospital care and notification of suitable parties including family members and university department/unit, etc.
- In voluntary and urgent cases, the student can attend the Accident & Emergency Unit of a nearby hospital directly; in certain cases, the University Medical Service Office or Security Unit can also assist with arrangement for immediate ambulance transport.
- When there is immediate risk or in life-threatening situations, the Security Unit and family should be notified and arrangement for transport to the Accident & Emergency Unit of a nearby hospital should be made as soon as possible even without the student's prior consent or UMSO's referral.
- The ideal arrangement is for family members to escort the student to the hospital; however, other relevant parties, including College or departmental staff, student affairs personnel, counsellors, even friends or classmates, etc. can also be suitable escorts depending on individual circumstances, such as availability of family members, the urgency of the situation and the comfort level of the staff involved.
4. What can the Department do if a student disappears without being granted formal leave of absence?
－ The Department can try to contact the student through
- telephone or email
- his family members
- classmates and friends
- College Dean of Students' Office (for undergraduate students)
- Postgraduate Halls (for postgraduate students residing on campus)
- Incoming Students Section(ISS) (for non-local students)
- Office of Academic Links(OAL) (for exchange students)
－ If the student cannot be reached despite the above attempts, the Department may need to consider issuing a letter to be delivered to the student's residential/home address by registered mail stating the following:
- Your repeated attempts to contact the student
- Your concern and offer of assistance
- Current academic problems being faced by student and possible outcome if the student fails to address the problems asap
- Invitation to the student to discuss possible solutions to his difficulties with the Department
- Date by which you expect the student to respond
- Contact details of the person to whom the student should approach regarding the letter or in seeking help.
V. Additional Support for Non-Local Students
1. For a non-local or exchange student who is suffering from psychiatric or mental health problems, how can the University support him/her?
- We need to acquire more comprehensive information regarding the student's background, medical history, ongoing treatment, current circumstances and service needs, family and other resources available before suitable support or assistance can be considered and arranged.
- Apart from psychiatric or psychological care arranged/provided by UMSO and WACC, ISS of OSA is responsible for providing pastoral care for incoming and international students while the Office of Academic Links (OAL) provides support and assistance to exchange students. The latter 2 units will also assist with administrative procedures in supporting non-local students with mental health or personal problems.
2. If a non-local or exchange student's mental condition necessitated immediate hospital care (either in-patient or out-patient), what should I do? Who can help with escorting the student to a nearby hospital?
- Suggestions in IV.3 above apply.
- In addition, frontline staff involved can consult with and seek assistance from the ISS or OAL in arranging for professional or student services, notifying local contacts or family members back home, dealing with relevant administrative procedures, as well as strengthening pastoral care and support to the student .
September, 2023