Page 42 - Staff Handbook 2024

Behaviours of Concern
At times a customer may demonstrate
behaviours that you find concerning.
When considering your response keep
in mind that specific behaviour may
serve a purpose. The customer may in
fact be communicating or expressing
a concern through behaviour. It is
important to determine the purpose
of the behaviour to assist in preventing
behaviours of concern.
If you are concerned with a customer’s
behaviour contact your Coordinator.
Restrictive Practices
and Authorisation
What Are Restrictive Practices?
Restrictive practices are any type
of support or practice that limits
the rights or freedom of a person.
Just Better Care employees/staff
should always follow behaviour
management plans and not engage
in any restrictive practices. Examples
of restrictive practices might include:
Seclusion
This is when a person is put in a
room and cannot leave.
Chemical
This means the use of medicine to
control a person’s behaviour.
Mechanical
This is when something is put on
a person to stop or make it harder
for the person to move or to control
their behaviour.
42 Physical
This is when the Community Support
Professional uses their hands or
body to stop or lessen a person’s
ability to move.
Environmental
This is when a person’s daily life
is restricted. For example, stopping
a person from going places.
Psycho-social
This is when a Community Support
Professional tries to control what
the person can do. For example,
not talking to a person, taking away
something as a form of punishment.
Staff must ensure that regardless of
customer behaviour/behaviours of
concern, a customer’s human rights
are at all times maintained.
All Just Better Care franchises
must at all times comply with the
requirements of their individual
funding bodies in relation to positive
behaviour support planning and the
use of restrictive practices, including
reporting requirements.
Declining to Provide Support
If you wish to stop providing
support services to a customer,
you must firstly phone the office
to discuss with your Coordinator.
Following this, you will be asked
to document in writing, outlining
reasons why you no longer wish to
provide services to this customer.
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