With the growing number of calls police are receiving involving people with mental health problems, a new approach to training is being implemented.

Kites Trust facilitator with recruits at the RNZPC.

Training led by people with first-hand experience of mental distress is giving recruits at the Royal New Zealand Police College insights and practical tips on how to approach situations.

The Mental Health Team at Police National Headquarters is working with the Ministry of Health to improve the speed of the crisis response as the number of mental health-related calls dealt with by police increases, with 25,500 reported in 2013/2014

The training, led by facilitators from the Kites Trust, started in August.

It highlights the need to treat people as equals and provides useful guidance on how to de-escalate stressful situations.

Mental Health team manager Inspector Sue Douglas says she experienced its effectiveness when she saw three security guards at Wellington Hospital struggling to coax a distressed man back into the building.

'I stopped to help and, as a result of the Kites training, I took my time and considered the distress the man was clearly feeling.

'The first thing I did was make eye contact and ask if he was OK. I would have normally gone straight to the guards to find out what was happening.”

She says the guards were respectful, but the way they crowded around the man increased his agitation.

Sue suggested everyone take a step back - and 'it was like a light bulb going off, like he was thinking ‘I've got a say in what's happening'.” They then all walked calmly into the hospital.

'We're used to resolving incidents quickly. The training, and feedback from mental health service users, emphasises the need to be calm, respectful and listen, not dominate the situation.

'A few extra minutes taken at the beginning of an incident can lead to better outcomes for all.”

Sue says the inter-agency work on the crisis response should help ease the burden on frontline staff.

'I know how frustrating it can be to be repeatedly called to mental health events so this work is a priority for us.”