Critical Incident Response (CIR)
Support for employees during and after difficult workplace events
USPS Employee Assistance Program (EAP) provides specialized support to help employees and workplaces recover from traumatic or highly stressful events. When unexpected situations arise, EAP is available to help restore stability, promote safety, and support emotional well-being.
What Is a Critical Incident?
A critical incident is a sudden, stressful event that disrupts a sense of safety and affects employees’ ability to function. The event may be traumatic, emotionally distressing, or overwhelming for individuals or an entire workplace.
Examples include:
- Workplace accidents or injuries
- Robberies, assaults, threats, or violent events
- Death or serious illness of an employee
- Natural disasters or community crises
- Traumatic customer or operational situations
- Events that affect the mental health of a team
EAP Support During a Critical Incident
Immediate Incident Response
On-Site or Virtual Services
Follow-Up and Continued Care
- Access to EAP professionals 24/7
- Assistance for supervisors in assessing the situation
- Immediate emotional support for employees
- Strategies to stabilize the workforce and reduce acute stress
- Guidance on next steps and available resources
On-Site or Virtual Services
- Group briefings to share common reactions and normalize responses
- Supportive conversations with impacted individuals and teams
- Coping strategies for handling stress or trauma
- Assistance with workplace reintegration after a difficult event
Follow-Up and Continued Care
- Individual counseling referrals for those who need additional support
- Check-ins with supervisors and managers
- Ongoing monitoring of workplace well-being
- Recommendations to maintain a supportive, stable environment
EAP services are confidential* and provided at no cost to USPS employees and eligible family members.
The CIR Process
Incident Report
A supervisor or manager contacts the EAP to request support.
Assessment
An EAP clinician gathers details to understand the impact and needs.
Customized Response Plan
EAP recommends the most appropriate on-site or virtual services.
Service Delivery
EAP provides support to employees and managers in real time.
Follow-Up
EAP checks in with teams and offers additional assistance as needed.
Benefits for Employees and Teams
Not sure how to approach a tough situation with an employee? Call EAP for a confidential* consultation. We’ll help you:
Reduced stress and emotional impact
Improved sense of safety and stability
Increased resilience and coping skills
Faster return to productive work routines
A more connected workplace
Support for Supervisors and Managers
EAP provides guidance to help leaders respond effectively during and after a critical incident, including:
- How to recognize signs of distress in employees
- How to communicate with staff following a traumatic event
- Immediate emotional support for employees
- How to request EAP support immediately
- Strategies to maintain calm, structure, and safety after a crisis
EAP is your partner in ensuring employees feel valued, supported, and cared for.
Related EAP Services
- Individual Counseling
- Supervisor Consultations
- Stress Management and Resilience
- Suicide Prevention Resources
- Workplace Coaching
Crisis Materials and Resources
Whether your concerns stem from economic uncertainty, community unrest, severe weather, or another source, your EAP is here to support you. Click the button below to access resources related to current events that may be affecting your life.
*EAP counselors have master’s degrees and are licensed professionals. Your privacy is protected by strict federal and state confidentiality laws and regulations and by professional
ethical standards for counselors. Information you share with the EAP may not be released to anyone without your prior written consent, except as required by law (e.g. when a
person’s emotional condition is a threat to him or herself or others, or there is suspected child or elder abuse) or the issuance of a court order upon a showing of good cause.
