These kinds of crisis require exceptionally high skill to handle properly. Please, however, recognize your own boundaries. Crisis counseling is a highly specialized activity requiring extensive training, and the consequences of you giving bad advice can be fatal. If you are confronted with an offline crisis in the channel and there are no counselors available, you MUST refer the person to crisis hotlines where they can speak by telephone to people properly qualified to help them and properly insured re liability. Angel47 will provide everyone with a list of such hotlines.
SOPs handle the same questions as AOPs - but SOPs have greater powers over channel services.
Neither SOPs nor OPs should try to take on complex cyberstalking and vendetta cases where the harassment has been going on for some time. These kind of cases should be passed up to the channel managers who will handle them in consultation with Angel47 and Gabriel where necessary. As a Manager you will be authorized to handle Basic IRC Questions and general internet questions, PLUS harassment cases in consultation with Angel47 and Gabriel where necessary. Remember do NOT take on any case where you do not feel absolutely knowledgeable and confidant. Expert help IS available from Gabriel regarding really complex cases of cyberstalking.