A summary of Convi’s Responding to Distress and Behaviours of Concern Policy, including restrictive-practice safeguards.
Understand what is happening
Young people can feel overwhelmed, need space or find it hard to explain what is wrong. I pay attention to their communication, the environment and what may help. Saying no, needing a break or communicating differently is not treated as bad behaviour.
We agree practical support and safety arrangements with your young person and the authorised family member. These include communication preferences, early signs of distress, helpful strategies and who to contact.
Keep the response calm and practical
When distress rises, I reduce unnecessary demands, give space and offer accessible choices. If an activity cannot continue safely, we pause it and arrange a safe next step.
There is no place for humiliation, punishment, threats or forced apologies. Basic needs and access to communication are not rewards to be earned.
Call 000 for immediate danger or urgent medical help. Convi’s phone and enquiry form are not emergency services.
Know the limits of our role
Convi provides disability support and mentoring. I do not diagnose or provide specialist behaviour support. When needs exceed my role or skills, we discuss suitable specialist input and safer support arrangements.
Convi is an unregistered NDIS provider and does not use regulated restrictive practices. A family’s consent or another provider’s plan does not itself authorise their use by Convi.
Act when safety is at risk
A missing young person, violence, a serious threat or unsafe loss of contact needs a prompt response. We follow the agreed plan, obtain the right help and record what actually happened.
Repeated unexplained missed sessions lead to a welfare and engagement review. A missed appointment is not automatically a missing-person incident, and an immediate concern never waits for another absence.
Concerns about shoplifting or information about crimes are handled calmly, with clear boundaries, appropriate advice and attention to the young person’s safety. I do not investigate, decide guilt or promise secrecy. See how Convi responds to incidents.
Listen, review and make changes
After a difficult event, your young person’s experience matters. We consider what helped, what made things harder and what should change before the next activity.
Relevant records are kept internally in Zanda with controlled access. Changes may include the activity, environment, communication, staffing or support plan. If Convi cannot meet the need safely, we discuss suitable alternatives and a safe transition.
Talk with Alex
Contact 0444 560 189 or alex@convi.au to discuss support or ask for the full policy in a suitable format. Please start with a brief message so we can arrange a safe way to share sensitive information.
You can raise a concern with an external authority directly, including when the concern involves me. Our child-safety statement and incident page explain the reporting options.