Jess Banks schools you.

Our rental managers at Como Park Apartments stepped up to offer day-long activities for the apartment complex’s kids when school closed this week. This came as very welcome news, as our car remained resolutely opposed to starting in the sub-zero temperatures. Big-hearted community efforts like this keep us here when, to be honest, we could use a little more room—there just isn’t anywhere else with neighbors and management who give each other such close-knit support.

Monday was grand, and the DH and I got loads of work done while the boys played the day away at the party room. They came back with tales of new friends and pizza-sauce stains on their faces. Tuesday seemed to be headed the same way, but at 2, my cell phone rang. “I need you to come down,” our neighbor said. “Connor’s having a meltdown.”

When we got there, he was sitting in a corner with two of the staff who were talking calmly despite his sobbing. I helped him up and hugged him tight, despite his wet swim clothes, then convinced him to come sit with me so we could talk more easily. I held him until his breathing and tears slowed, then we started to dissect the series of events that left him so upset. A scare from some horseplay in the pool, combined with embarrassment over his friends seeing him cry, kicked it off. But it was the clever liar of depression that told him everyone hated him, that he was a waste of space, and he should just die.

While it was good that the DH and I were home so we could reach him quickly, the neighbors and staff had done everything exactly right. That’s far from guaranteed when it comes to folks who don’t deal with autistic or mentally ill kids every day, and I wanted to take a moment to write about what they did and how it might have made the difference between a bumpy patch and a potential disaster.

First, the adults recognized that he was starting to meltdown. In my experience, this looks different from a regular episode of angry or sad crying; instead of falling apart, getting limp, or long wailing, a kid in meltdown usually winds tighter, with shallower breathing and critical self-talk in an escalating pattern. They may lash out at people who try to get close, or even throw things, but they’re generally not interested in hurting anyone but themselves. The best case scenario is to derail the meltdown, and distraction is the best way to do it. Give the kid something to play with, like a fidget or craft—one friend kept knitting in her bag when she worked with a child who found the motion soothing. Strike up a conversation on a common interest, ask questions. If they’ll accept a hug or something heavy for some comforting pressure, that helps too, but it’s rarely the right move to force physical contact.

If you can’t de-escalate, safety is critical. Thoughts that hurt as much as the ones that bubble up in meltdown make a person want to flee, and they may bolt for the door, or try to hurt themselves, or both. Connor had been in the swimming pool, and tried to drown himself when his self-loathing got so heavy so fast. Once they had him out of the water, he wound his scarf around his neck; they got it away from him. He ran to the far end of the balcony, and they sat with him. Location, tools, and support—they had the bases covered.

Third, they stayed calm. Kids in meltdown are loud, and sometimes they’re saying things you don’t want to hear: dark things, angry things, scary things. The temptation to talk over them, to force reason atop their disorder until both of you are screaming, is powerful. But it doesn’t help. Even your silent presence, steady and resolute if non-communicative, is better than pushing them toward a brink they might not otherwise approach. Mostly, they just need to spill. Don’t silence, don’t argue—the storm will blow itself out if it’s not being fed.

We’re grateful for many things on the good days, but sometimes a bad day turns up a cause for thanks too. I can’t say enough good things about the compassion and quick-thinking our neighbors showed in a situation that’s hard to manage even with years of experience. The same factors, managed with indifference or inattention, could have yielded tragedy I can’t bear to think about. Every parent knows that sending a kid out into the world on their own is to live with your heart beating outside your own chest. Having the right understanding of a meltdown situation can equip you to handle other people’s hearts and children with care.