If you receive a concern about child abuse, whether it’s from a child, a parent, or is something you’ve seen, your response in the moment and afterwards matters. Acting quickly and with empathy can protect a child from harm and help them get the support they need.
You don’t need all the answers, you just need to act. Every concern matters.
Responding with CLASS
What to do when someone reports child abuse
How you respond in the moment does matter, but it’s not something that you should fear. Slow down your thinking and remember to respond with CLASS.
- Calm: stay calm even if you feel nervous or shaken. Avoid showing shock or disbelief.
- Listen: allow the person to talk at their own pace without leading or intrusive questions. Only ask open-ended questions like, "Can you tell me more about what happened?"
- Acknowledge: acknowledge their courage for speaking out and the impact the harm has caused them. Take what they say seriously and avoid judgment. Don't dismiss their feelings and reassure them that what happened is not their fault and that they are not to blame. Use phrases like: “Thank you for telling me. You’ve done the right thing.” and “I’m here to help and will make sure you get support.”
- Safety: make sure the person is immediately safe and take steps if needed before continuing the conversation.
- Support: offer and signpost the person to support. This could be Childline if under 18 or the NSPCC if an adult. If you know local services that can offer support, these would also be appropriate.
These steps can help create a safe and supportive environment for a person to share their experience without fear of judgment or further harm. Remember that the child's wellbeing is the primary focus, and they need to feel safe and supported throughout the process.
What not to say to someone who reports abuse
There are things you don’t want to say, as it can reduce the chances of someone feeling safe enough to talk to you.
Don’t say:
- “Why didn’t you tell me sooner?” (This could make them feel as if it’s their fault.)
- “Are you sure?” (This could make them feel as if you don’t believe them.)
- “I promise I won’t tell anyone.” (You can’t promise this.)
Dealing with staff or volunteers
If the concern involves a coach, volunteer, or staff member, do not confront the person directly as this could put the child at greater risk.
Follow your organisation’s safeguarding policy for managing allegations and report to the Local Authority Designated Officer (LADO).