Servicing Participants with Challenging Behaviours Guideline

This Guideline provides information for Providers (jobactive Providers, NEST Providers, ParentsNext Providers, New Enterprise Incentive Scheme (NEIS) Providers, Harvest Trail Services (HTS) Providers and Transition to Work (TtW) Providers) on the servicing of Participants with challenging behaviours. It also sets out requirements and provides information for lodging Incident Reports in the Department’s IT Systems, as well as information for NEIS Providers and HTS Providers that use manual/paper based processes. The aim of the policy is to give Providers guidance on how to continue delivering services to Participants with challenging behaviours without risking their staff, Participants or property, while ensuring that Participants meet their Mutual Obligation Requirements and remain connected with services. This Guideline also assists Providers to identify and report challenging behaviours that Participants display. Providers need to adapt the strategies that are outlined in this guideline to suit their particular circumstances. This Guideline should supplement, not replace, existing internal operational policies and procedures. Providers are responsible for informing themselves of their legal obligations and ensuring compliance with obligations.

Creation Date
Modified date
TRIM Reference
Department of Jobs and Small Business
Publication Category
Departmental document
English / Australian English

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