How to Engage with Vulnerable Users
These are the users who have either mentioned or shown that they may need a bit more investigating to see if they are
suitable for the Able app. The purpose of this is not to turn the user away, but to ensure that they are getting the
proper support they need to be safe. Users would be terminated from the program as a last resort if the coach can
determine whether or not the use of Able’s app is triggering their condition, or if they are deemed out of scope for a
coach (such as suicidal).
*This protocol is here to assess user suitability for the program, never to diagnose a user
*Never pry into personal issues or ask leading questions
Red & Orange Flags
Red Flags: These are situations where a user discloses information that tells us they are unsafe or that they are using
Able in a way that could potentially be harmful to them.
Types of Red Flags:
- Eating disorders - The user states they are currently purging or vomiting, have anorexia or bulimia, or are misusing
medication to lose weight
- Alcoholism
- Pregnant users
- Low BMI (below 18.5 - the healthy range is between 18.5 and 24.9)
- Eating below 600 calories per day
- User mentions they have suicidal thoughts, ideation, or mentions self-harm - If the user is in immediate danger,
what liability do we have in that situation to inform local authorities?
- Domestic abuse/violence
Orange Flags: These are situations where a user discloses information that we are unable to advise on, but can continue
to coach around or offer resources for.
Types of Orange Flags:
- The user mentions binging or restricting
- The user mentions previous eating disorders or unhealthy tendencies surrounding food
- The user displays symptoms of Bulimia, Anorexia
- Alcoholism
- Depression
- Drug misuse
- Consistently eating below 1200 calories per day
Step by Step:
1. Is my user displaying a RED or AMBER flag? If RED go to step 2. If AMBER go to step 3.
2. Do not respond to user messages, report to supervisor. Together, you will assess the appropriate next steps for the
situation and provide any resources if necessary.
3. If you feel that you need more information to determine whether the user requires further assistance or resources,
ask a follow-up question like ‘Can you tell me a little more about this?’ You can also ask your supervisor or a
teammate for support here.
4. Affirm and validate the user and explain the scope (template message here). Ask the user whether they have any more
questions and are comfortable continuing with coaching.
Below are examples of Coach responses that can be sent to Clients and a number of valuable resources. If you are unable
to view them click on the triangle icon next to the heading to view the content.
Coach Response Examples
Outcomes:
1. The user continues - to clearly outline concerns and coach as normal.
2. The user self-selects out of the program. Refer to Customer Support.
3. Able determines that the user is not a good fit. Refer to Customer Support.
- We explain our rationale and provide relevant resource
- CS to note reasonings on file
4. The user is unresponsive or does not respond to your messages. Message each day for 3 days and if nothing, then end
refer to Customer Support.
EMERGENCY RESOURCES for crisis situations (self-harm, suicide, etc.)
UK:
If someone has seriously harmed themselves– for example, by taking a drug overdose – or feels that they may be about to
harm themselves, they should call 999 for an ambulance or go straight to A&E.
Shout Crisis Text Line – for everyone - Text “SHOUT” to 85258
- Description – shout is a 24/7 confidential TEXT-BASED service for people who are struggling to cope and need to
talk. Shout work with people in immediate distress to take them to a calmer moment and empower them with support and
techniques to take their next steps to feel better and handle future issues, as well as possibly signposting someone
to further support services or their GP so that they can get continuous and long-term support.
Samaritans – for everyone Call 116 123 or Email [email protected]
- Description - 24/7 phone service to provide a listening ear to those in need of it.
USA:
If someone has seriously harmed themselves– for example, by taking a drug overdose – or feels that they may be about to
harm themselves, they should call 911 for an ambulance or go straight to the nearest ER.
Resources for Eating Disorders
UK:
BEAT eating disorders (UK) –
The UK's Eating Disorder Charity - Beat
- Description - NHS-promoted eating disorder helpline. This resource offers a helpline and web-chat service offering
support and providing information for help with eating disorders.
USA:
National Eating Disorders Helpline -
1. ONLINE CHAT
Monday—Thursday 9 am—9 pm ET
Friday 9 am—5 pm ET
2. CALL
(800) 931-2237
Monday—Thursday 11 am—9 pm ET
Friday 11 am—5 pm ET
Translation services are available on the phone.
3. TEXT
(800) 931-2237
Monday—Thursday 3 pm—6 pm ET
Friday 1 pm—5 pm ET
Standard text messaging rates may apply.
Contact the NEDA Helpline for support, resources, and treatment options for yourself or a loved one who is struggling
with an eating disorder. Helpline volunteers are trained to help you find the support and information you need. Please
note that our Helpline is not a substitute for professional help. We cannot provide any kind of advice or ongoing
support. We are happy to listen to your concerns, provide information on eating disorders, help you locate professional
help, and explore support options. Reach out today!
You can always leave a message for the Helpline if it is not currently available, and we will return your call or
message promptly.
Crisis Text Line
If you are in a crisis and need help immediately, text “NEDA” to 741741 to be connected with a trained volunteer at
Crisis Text Line. Crisis Text Line provides free, 24/7 support via text message to individuals who are struggling with
mental health, including eating disorders and are experiencing crisis situations.
The National Association of Anorexia Nervosa and Associated Disorders (ANAD)
- 630-577-1330
- Available During Business Hours
Resources for Alcoholism, Drug Abuse
UK:
Alcohol Change UK: Alcohol harms. Time for change. | Alcohol Change UK
- Description: We focus entirely on reducing alcohol harm, working across the whole range of serious alcohol harms,
from mental and physical to societal and economic. Driven by our vision of a world with no serious alcohol harm, we
work to create five evidence-based changes.
FRANK - Drug abuse –
Find support near you | FRANK
- Description: Drugs can be a hard subject to discuss, especially if you think your friend or relative has a problem.
Try to stay open-minded and remember that, with the right help and support, most people overcome their use before
any serious harm is caused. Also, even if you do offer support, they might not change their behaviour.
Anyone can call FRANK anytime on 0300 123 6600 for confidential advice.
USA:
Alcohol and Drug Addiction Helpline
- Description: Drug & Alcohol addiction hotlines are a valuable resource for those suffering from addiction.
Conversations are confidential and treatment advisors are on the line 24/7 to walk you through the process to
recovery. Spanish available.
The National Poison Control Center
This number offers a free, confidential service that allows you to speak to a poison control professional (including
cases involving drugs and/or alcohol).
- 800-222-1222
- Available 24 Hours a Day
National Suicide Prevention Lifeline
Whether you’ve used helplines for drug abuse or not, you might find that you need a different kind of help for a
substance use or mental health disorder, such as suicide prevention.
- 800-273-TALK (8255)
- Available 24 Hours a Day
Substance Abuse and Mental Health Services Administration (SAMHSA)
SAMHSA’s national hotline offers free referral and information services for those facing mental illnesses or substance
use disorders.
- 800-662-HELP (4357)
- Available 24 Hours a Day
The Partnership for a Drug-Free America
This helpline is intended for parents or anyone else seeking general information about drug abuse. Unlike other drug
hotlines, it is not linked directly to any particular drug rehab facility.
- 855-DRUG-FREE (378-4373)
- Available During Business Hours
