Behaviour Management Policy and Procedures

Last Reviewed	__02/09/2025________________
Next Review	___02/09/2026______________
Name of Reviewer	___James Oluyide_________
Signature of Reviewer	___J. Oluyide___________
Version Number	___01_______________________

“THE FOUNDATION OF KNOWLEDGE SUPPORTING THE DEVELOPMENT OF THIS POLICY”

REGULATION

LEGISLATURE

BEST PRACTICE GUIDELINES

· The Supported Accommodation Regulations 2023

· The Children’s Act 1989

The Children’s Act 2004

· The DfE publication, Supported Accommodation Regulations Including Quality Standards 2023· Every Child Matters 2004· Statutory Guidance on making arrangements to safeguard and promote the welfare of Children under section 11 of The Children’s Act 2004

· The Ofsted publication “Safeguarding Children, young people and adults policy 2015”

· The HMSO publication “Working Together to Safeguard children 2023”

Table of Contents

Purpose. 4
Statement. 4
Procedure and Guidance. 6

3.1. Assessing And Planning for Success. 6

3.2. Promoting Positive Behaviour and Prohibited Measures of Good Order. 7

3.3. Consequences For Not Meeting Expectations of Positive Behaviour. 10

3.3.1. Reparations and Rewards. 10

3.3.2. Prohibited Measures. 11

3.3.3. De-escalation Strategies for Challenging Behaviour. 11

3.3.4. Use of Restrictive Physical Intervention. 12

3.3.5. Reporting. 14

3.3.6. Escalation Process for Serious Incidents. 14

3.3.7. Incident Reports. 15

3.3.8. Staff Procedure: How to Complete an Incident Report. 16

Countering Bullying. 16

4.1. Procedure for addressing a reported/suspected case of bullying. 18

Responsibilities Associated with this Policy. 19
Monitoring and Review of this Policy. 20
Revision History. 20

1. Purpose

This policy provides essential advice and guidance for all Crystal Care Resolutions Ltd employees in order that they may understand many of the surrounding issues as to why and how aggressive behaviour arises.

It outlines the proper procedures to be followed when an employee is faced with having to deal with a young person whose behaviour is both challenging and potentially dangerous, with the primary purpose of achieving a positive outcome for both parties.

2. Statement

At Crystal Care Resolutions Ltd, we understand that young people may misbehave at times, challenging the authority of adult carers. We recognise that good order is essential for creating a safe and secure environment where young people can develop. This policy aims to provide a framework for promoting and managing positive behaviour while ensuring the protection and well-being of both young people and support workers.

Caring for looked-after young people can be a complex, challenging, and rewarding task. Crystal Care Resolutions Ltd acknowledges that support workers require relevant information, support, and training to provide quality support to young people. We recognize that support workers need the skills, knowledge, and abilities to effectively manage young people’s behaviour, enabling them to benefit from the opportunities available to them.

When providing support to a young person residing in any of our homes, the paramount consideration is to safeguard and protect the young person’s well-being. Looked-after young people may have individual circumstances that can give rise to feelings of hurt, fear, and sadness, which may be expressed through their behaviour. It is important to acknowledge these emotions and experiences while preparing young people for a future where others may not fully understand their past. They should be encouraged to act considerately towards others and themselves.

PROCEDURES AND GUIDELINES FOR BEHAVIOUR MANGEMENT

3. Procedure and Guidance

Definition of Challenging Behaviour

‘Behaviour can be described as challenging when it is of such an intensity, frequency, or duration as to threaten the quality of life and/or the physical safety of the individual or others and it is likely to lead to responses that are restrictive, aversive or result in exclusion.’

Source:

Royal College of Psychiatrists, British Psychological Society, Royal College of Speech and Language Therapists, (2007), Challenging behaviour – a unified approach.

3.1. Assessing And Planning for Success

Upon admission, all young people should be assessed to establish if any behaviours require additional or specialist support or management. A pre-admission risk assessment is required for each young person prior to accommodation, for both planned and emergency placements. This is to be completed by the placing social worker and based on known recent behaviours. This should be made available to all staff, official visitors and those working with young people at all times. Also, a Positive Handling Plan should be drawn up and/or strategies should be outlined in the young person’s Placement Plan.

Following admission, Crystal Care Resolutions Ltd will be responsible for initiating an ongoing behavioural risk assessment. This will be the subject of monthly reviews based on presenting behaviours within the house and where appropriate other establishments. The maintenance of an on-going behavioural risk assessment conforms to Health & Safety legislation. This is a statutory requirement based on the sharing of all information between statutory agencies or those acting on their behalf to ensure the safest possible working environment.

Behavioural risk assessments are updated for each young person whenever there has been an incident or information received regarding risk taking behaviour. New staff members are trained on form completion and paperwork is a standing agenda item in staff meetings and supervision.

Where possible young people should be consulted with their Positive Handling Plan to help the support team identify ways of helping manage behaviour, this may not always be possible but should try to be achieved.

3.2. Promoting Positive Behaviour and Prohibited Measures of Good Order

Promoting positive behaviour and establishing good order are crucial aspects of life at homes run by Crystal Care Resolutions Ltd. We aim to create a structured environment that fosters the full potential of the young people in our care while ensuring their emotional well-being and growth. We recognise the importance of routines, boundaries, and guidelines in promoting positive behaviour and providing a sense of security and stability for the young people.

It is essential to strike a balance between a structured environment with recognized routines and flexibility to meet individual needs. Excessive structure may lead to an institutionalized environment that limits the young person’s autonomy and inhibits their exploration of rules and boundaries. On the other hand, a lack of structure can result in insecurity, inconsistent expectations, and a breakdown of order. By maintaining a balance, we create an environment that encourages healthy development and self-identity.

Testing authority and boundaries is a natural part of a young person’s healthy physical and emotional development. It promotes self-identity, self-respect, and respect for others. All young people, need to understand the boundaries of acceptable behaviour to live harmoniously in a community. At Crystal Care Resolutions Ltd, we facilitate this process by establishing both subtle and explicit routines and rules that are developed collaboratively with the young people and tailored to their individual needs.

The care of young people at Crystal Care Resolutions Ltd is based on fostering positive personal and professional relationships between support workers and our young people. This creates a sense of security and confidence that enables our young people to mature emotionally. It is crucial to consider the emotional age, level of understanding, and functioning of each young person when implementing measures for good order and promoting positive behaviour.

Clear and effective communication, understood by all, supported by consistent and fair actions, is key to promoting and maintaining good order and positive behaviour. Our support workers caring for the young people at our homes recognise that violence and acting-out behaviours often stem from a breakdown in communication. By fostering open dialogue and addressing conflicts through non-violent means, we can create an environment that encourages healthy expression and growth.

The Registered Service Manager is entrusted with a significant level of discretion within these guidelines. They are responsible for making impromptu decisions based on their sound professional judgment and considering the unique circumstances of each situation. Guidelines should not replace the need for thoughtful decision-making that aligns with the best interests of the young people and the overall well-being of our homes at Crystal Care Resolutions Ltd.

Below is an outline of the measures and practices that guide our approach to managing behaviour while ensuring the well-being and dignity of the young people in our care.

Understanding and Supporting Young people in Care

Young people may face unique challenges in responding to boundaries and expectations. It is important to recognise their past experiences and support them accordingly. At Crystal Care Resolutions Ltd, we adhere to the following principles when promoting positive behaviour and managing behaviour effectively:

Praise for all good behaviour
Rewarding good behaviour
Adopting a non-confrontational approach
Building positive relationships between young people and staff based on mutual respect
Establishing consistent and explicit house rules applicable to all young people
Acknowledging and appreciating the past life experiences of young people
Using age and developmentally appropriate reparations only when necessary
Receiving training on behaviour origins and standard techniques/strategies
Having access to resources
Collaborating within a multi-agency context
Working with the child to express their wishes and feelings

Expectations of young people in relation to their behaviour

At Crystal Care Resolutions Ltd, we hold the expectation that all young people conduct themselves in a manner that promotes a safe, respectful, and harmonious living environment. We believe in fostering a culture of mutual respect, responsibility, and accountability, where every individual contributes positively to the well-being of the community. Upon placement in our unit, as part of their orientation, the registered service manager ensures that each young person receives the Young Person’s Guide, which explicitly outlines house rules. A support worker will then review this guide with the young person. Additionally, support workers consistently reinforce these house rules on an ongoing basis.

Fostering a Positive Environment

Everyday management of young people’s behaviour at Crystal Care Resolutions Ltd is rooted in fostering an atmosphere of positivity and achievement. We celebrate the young people’s progress and accomplishments, acknowledging them through various means such as group meetings, feedback, certificates, and incentive schemes. Our goal is to involve the young people in setting and monitoring their own boundaries while providing consistent support and encouragement.

Role Modelling and Effective Communication

Adults at Crystal Care Resolutions Ltd play a vital role in promoting positive behaviour by being consistent models of positive behaviour. They remain calm, demonstrate clear expectations, and use appropriate tone, expression, and language. We believe in open and thoughtful exchanges of views and reasons between adults and young people, ensuring that boundaries and understood by both parties. No young person is allowed to administer punishment to another young person, fostering a culture of respect and non-violence.

Developing Positive Coping Strategies

Support workers at Crystal Care Resolutions Ltd are expected to assist young people in recognizing the consequences of their behaviour, understanding their feelings, and developing positive coping strategies. They maintain and build relationships, promote self-worth, motivation, and a sense of success, making every young person feel valued. Our approach centres on fostering self-awareness and self-regulation, ultimately empowering young people to improve their behaviour and build resilience.

Shared Approach and Regular Reviews

Support workers at Crystal Care Resolutions Ltd strive to maintain a shared approach to interactions, rewards, and reparations. This approach is transparent and open to young people, promoting consistency and fairness. Regular reviews of management strategies are conducted to assess their effectiveness and safety. A range of techniques is employed to manage different situations, ensuring that criticism and praise are balanced and provided constructively.

3.3. Consequences For Not Meeting Expectations of Positive Behaviour

In the event that a young person does not meet positive behaviour expectations, appropriate measures will be taken to address the situation. These may include:

Verbal warnings and discussions with the young person to address the behaviour. This will be recorded in their file.
Implementation of structured interventions or support programs tailored to address specific behavioural challenges.
In severe cases or repeated violations, the young person may be at risk of losing their place.
In cases where the safety or well-being of others is at risk, immediate intervention and involvement of relevant authorities may be necessary.

3.3.1. Reparations and Rewards

At Crystal Care Resolutions Ltd, we prioritise meaningful reparation over issuing sanctions whenever possible and appropriate. Reparations are always followed by casework sessions to help the young person comprehend the wider risks and implications of their behaviour. Personalised strategies for making amends may include:

Meaningful and appropriate reparation
Time-out or “taking 5”
Additional casework sessions or time with their key worker
Hearing the community’s perspective on the impact of their behaviour
Meeting with the Registered Service Manager to discuss ways to repair or compensate for damage

Positive behaviour is rewarded through individualised incentive schemes, allowing young people to achieve extra activities, choose special items, or enjoy a treat with their casework manager or caseworkers. All reparations and rewards are logged for monitoring and inspection by the Registered Service Manager and relevant regulatory bodies.

3.3.2. Prohibited Measures

Crystal Care Resolutions Ltd strictly prohibits the use of certain measures for good order. These include:

Corporal punishment: Any form of intentional physical force or violence, including slapping, striking, shaking, or any physical harm.
Rejection or deprivation: Emotional or physical rejection of a young person, restriction of parental contact or communication, or deprivation of food and drink.
Inappropriate clothing or distinctive attire.
Withholding medical or dental treatment or medication.
Physical confinement or restriction of a young person’s liberty.
Imposition of fines or inflexible systems of reward and punishment.
Intimate physical searches.

3.3.3. De-escalation Strategies for Challenging Behaviour

All support workers receive training in positive care and support of young people, including training in de-escalating problems and disputes. Support workers use the followings steps to de-escalate challenging behaviour:

Support worker will ask other young people to move out of that space to respect the young person’s privacy.
They will invite the young person whose behaviour has escalated to another room or space to talk about what’s happened.
They will keep their body language open by keeping their arms and hands open and visible.
Use active listening, “Tell me more. What happened next?”
Validate the young person’s experience, “I see you are going through a tough time right now.”
Validate the young person’s feelings, “I would be angry too if that happened to me.”
Clarify what they said so you understand what happened and they feel heard.
Ask them if they would like water to drink or something to eat.
Be sincere, “I am here to help you. What can I do?”

When support workers calmly engage that young person in conversation, they build rapport and trust. They show them they are heard and valued even when they are in crisis. When a young person is in crisis, a little support and encouragement can go a long way.

How the support worker appears and behaves are key factors in preventing the onset and escalation of challenging behaviour. The support worker should be aware of himself / herself at all times. When faced with a challenging situation the support worker should try to:

acknowledge personal prejudices, emotions and feelings;
appear calm and confident;
be aware of not being arrogant, aggressive or challenging;
consider the causes of previous episodes of challenging behaviour;
move slowly and purposely;
keep proper space and distance;
identify a safe exit;
speak clearly and calmly;
remain relaxed and maintain normal breathing;

maintain eye contact but do not stare or show anger

3.3.4. Use of Restrictive Physical Intervention

Staff do not use restraint as part of their practice but instead rely on de-escalation techniques to calm and diffuse situations. However, Crystal Care Resolutions Ltd acknowledges that there may be extremely rare occasions where emotional pressure on a young person reaches a point where restrictive physical intervention becomes necessary to prevent injury to any person, including the young person, or serious damage to the property of any person, including the property of the young person. The use of such intervention is approached with care, as a last resort and any physical intervention must be minimal, justifiable and appropriate to the young person’s circumstances. We recognize the potential impact of trauma and past experiences on the young people in our care. Our team is proactive in diffusing potentially violent situations and employs all their skills and knowledge to intervene before the need for physical restraint arises.

When restrictive physical intervention is deemed necessary, clear expectations and requirements are followed:

Restraint is never carried out by an adult who has lost their temper.
Colleagues are informed and remain present to provide support and witness the situation.
Other young people are taken away from the scene if possible.
The young person is informed of the need for restraint if possible.
Only minimal amount of strength is used, allowing the young person repeated opportunities to exercise their own control.
Physical retaliation by an adult against a young person is strictly prohibited and will result in disciplinary action.
The safety of adults and young people takes precedence over protecting property.
Other young people never participate in carrying out a physical restraint.

All adults undergo induction training on the policy and techniques of restrictive physical intervention and receive regular in-house refresher sessions. Competency and completion of the recognized training program are required before participating in or assisting with physical interventions.

Where there is use of a measure of physical restraint of a young person in our house, Crystal Care Resolutions Ltd will ensure that:

within 24 hours of the use of the measure, a record is made which includes—
the name of the young person;
details of the young person’s behaviour leading to the use of the measure;

the date, time and location of the use of the measure;

a description of the measure and its duration;
details of any methods used or steps taken to avoid the need to use the measure;
the name of the support worker who used the measure, and of any other individual present when the measure was used;

the effectiveness and any consequences of the use of the measure;
a description of any injury to the young person or any other person, and any medical treatment administered, as a result of the measure;

within 48 hours of the use of the measure, the registered service manager, will:
speak to the child about the measure;
sign the record to confirm it is accurate;
within five days of the use of the measure, the registered service manager adds to the record confirmation that they have spoken to the young person about the measure to agree the accuracy of the report.

3.3.5. Reporting

In instances where a young individual exhibits persistent challenging behaviour or engages in particularly severe instances of such behaviour, the registered service manager will promptly inform their designated social worker, the relevant placement authority and OFSTED (0300 123 1231). Additionally, incidents of violent behaviour where young people or staff are at risk of serious harm and where there is risk of substantial harm to property may warrant police involvement.

The Team lead on duty or registered service manager will contact the police using the 999 system. If the Registered Service Manager has not been consulted/informed prior to contacting the Police, they should be notified without delay.

In accordance with Regulation 27 of the Supported Accommodation Regulations 2023, Crystal Care Resolutions Ltd will notify/report any incident of the use of Restraint to Ofsted, the young person’s social worker and the accommodating authority.

Notifications to Ofsted should be made by using the online notification form. The Nominated Individual is responsible to ensure that notifications are made.

The report to Ofsted should include:

a summary of the incident, including the time, date and location of the restraint
why the restraint took place
what restraint was used, how the restraint was carried out, who carried it and how long it was used for
how you tried to prevent the use of restraint
the details of injury to anyone
the details of any child involved in the incident and the initials of all staff involved
actions taken by staff and managers at the time, and planned prevention measures
a summary of the incident, how it was handled and an assessment taken after a restraint incident

3.3.6. Escalation Process for Serious Incidents

If an incident poses a serious risk, involves harm, or raises safeguarding concerns, staff must follow the escalation process outlined below.

Immediate Response

Ensure everyone is safe.
Use de-escalation techniques

Notify Senior Staff

Inform the Service Manager as soon as possible (verbally or by phone – 07915878962).

Safeguarding Alert

If there is a risk of harm, exploitation, or abuse, inform the DSL James Oluyide – phone – 07915878962 or email – james@crystalcareresolutions.org.uk without delay.
The DSL will determine whether to notify the young person’s social worker, personal adviser, or external safeguarding agencies.

External Involvement

If required, the Service Manager or DSL may:

Contact Emergency Duty Team (EDT)
Inform the police or health services

Recording and Follow-Up

All escalations must be recorded in the incident report.
Follow-up actions and decisions must be documented clearly.
The Service Manager reviews all serious incidents and ensures appropriate action has been taken.

3.3.7. Incident Reports

Staff must complete a written report after any serious behavioural incident. This helps us understand what happened, support the young person, and ensure everyone’s safety. The following must be included in the incident report.

Basic Details

Date, time, and location of the incident
Names of any staff and young people involved or who saw it

What Happened

A clear, step-by-step account of the incident
What triggered it (if known) and how it started
What the young person did, how staff responded, and the outcome

Injuries or Damage

Any harm to people or property
Whether medical help or repairs were needed

Follow-Up

What support was given after the incident e.g. key work session, safeguarding referral
Any changes made to the young person’s plan or risk assessment

Review

Staff reflections on what went well and what could be done differently next time

Confidentiality

Keep the report factual, respectful, and private
Only share it with people who need to know

3.3.8. Staff Procedure: How to Complete an Incident Report

All staff members must complete incident reports using the organisation’s standard form within 24 hours of the incident. The process is as follows:

Record basic information (date, time, location, and names of all involved or witnessing staff).
Describe the incident factually and objectively – avoid opinion, assumptions, or emotional language.
Outline de-escalation attempts and interventions used.
Document outcomes, including any injuries, property damage, or follow-up actions.
Inform the Service Manager, who will review and sign off the report.
Submit the report securely following organisational data protection and confidentiality procedures.

4. Countering Bullying

At Crystal Care Resolutions Ltd, we are committed to providing a caring, friendly, and safe environment for all young people in our care. Bullying of any kind is completely unacceptable. We recognize that many of the young people have had negative experiences in the past, which may have influenced their understanding of appropriate interactions with others. Countering bullying is seen as an integral part of our therapeutic approach, taking into account the young people’s needs, past experiences, and current stages of development. If bullying occurs, we aim to empower young people to feel safe to report incidents, knowing that they will be dealt with sensitively, promptly, and effectively for all involved.

Pre-emptive Measures

To monitor and pre-empt conditions where bullying may occur, we implement the following measures:

Establish clear boundaries
Encourage open communication about what is and isn’t acceptable
Always provide close supervision of the young people in our care
Maintain high support worker-to-resident ratios
Conduct daily handovers, debriefs, team meetings, and individual/group supervisions to identify behaviour patterns and significant changes
Facilitate group meetings where young people can discuss tensions and find resolutions
Offer casework sessions for young people to discuss situations that may lead to bullying or being bullied

Definitions of Bullying

At Crystal Care Resolutions Ltd, we define bullying as “the use of aggression or intimidation with the intention of causing harm or distress to another person.” It can manifest in various forms, including emotional, physical, racial, homophobic, and verbal bullying.

Importance of Responding to Bullying

Bullying has a profound impact and goes against the principle of treating everyone with respect. Young people who engage in bullying behaviours need guidance to learn alternative ways of behaving and understand the consequences for themselves and others. It is essential that everyone involved with the young people in our care:

Understands what bullying is
Knows the policy on bullying and follows it when incidents are reported
Knows what to do if they feel they are being bullied
Recognizes that bullying is taken seriously and will not be tolerated
Feels supported when reporting bullying
Signs and Symptoms of Bullying

Adults should be aware of possible signs that a young person may be experiencing bullying. These signs include but are not limited to:

Reluctance to participate in social activities
Truancy
Morning illness
Declining academic performance
Torn clothes or damaged belongings
Changes in routine
Stammering
Withdrawal, anxiety, or lack of confidence
Requests for money or stealing money
Sleep disturbances or nightmares
Missing belongings
Unexplained cuts or bruises
Suicidal thoughts, running away, or self-harm
Aggressive or disruptive behaviour
Refusal to eat
Fear of speaking up
Offering improbable excuses

These signs and behaviours may indicate other problems, but bullying should be considered and investigated as a possibility.

4.1. Procedure for addressing a reported/suspected case of bullying

When bullying is reported or suspected, the following steps are taken:

Encourage young people to report bullying incidents to a support worker.
The Support worker record the incident,
Inform the resident’s social worker, and in serious cases, request their presence for a discussion.
Consult with the police if necessary and appropriate.
Investigate the bullying behaviour promptly and take necessary steps to stop it.
Help bullies understand the need to change their behaviour.
Conduct a disruptions meeting as a last resort for the young person engaging in bullying behaviour.

Recording

A young person who alleges bullying should be encouraged to make a complaint using the recognized complaints procedure. If necessary, a support worker will assist the young person in documenting their statement. Discussions with both the alleged victim and the alleged bully will be conducted separately, and all relevant information will be documented on the complaints form or a separate incident report form attached to it. Serious cases will be recorded as significant events, with notifications sent to Ofsted and the social workers involved. All records will be kept on file, including a separate record in the resident’s file. Advocacy will be offered to the resident alleging bullying.

If bullying persists after discussion and interventions, a planning meeting may be convened. If the bullying continues beyond this stage, the disruptions meeting process may be initiated, potentially leading to the end of the placement, with police involvement if necessary.

5. Responsibilities Associated with this Policy

At Crystal Care Resolutions Ltd, all employees share the responsibility for upholding this policy and ensuring the well-being of the young people in our care. This includes both “front-line” staff directly engaged in caring for and supporting the young people, as well as “ancillary” staff such as Housekeepers, Maintenance Workers, Administrators, and others. The following responsibilities apply:

Personal Conduct: All employees, regardless of their role, are personally responsible for managing their own conduct in accordance with this policy. This involves adhering to the guidelines, principles, and expectations outlined within this policy document.
Supporting Colleagues: It is the responsibility of all employees, whether “front-line” or “ancillary,” to support their colleagues and co-workers in following this policy. This includes fostering a culture of compliance, promoting positive behaviour, and addressing any concerns or issues that may arise.

Management Team Responsibilities

Members of the Management Team, including the Deputy Manager and Registered Service Manager, have additional responsibilities. They are accountable for ensuring that all individuals employed directly or indirectly, including volunteers are made aware of this policy and its guidance. Furthermore, they are responsible for monitoring the conduct of these individuals while interacting with or working alongside or around the young people in our care. Any necessary actions must be taken to prevent young people from being at risk of harm due to a failure to follow this policy and guidance.

Executive Team Responsibilities

The Executive Team, consisting of the Director and the Registered Service Manager, bears the responsibility for reviewing this policy at least annually. They may conduct more frequent reviews as deemed necessary. It is their duty to ensure that the policy remains relevant, effective, and fit-for-purpose in promoting the well-being and safety of the young people in our care.

6. Monitoring and Review of this Policy

Crystal Care Resolutions Ltd is committed to continuous monitoring of the implementation of this policy and its corresponding guidance. The policy itself will undergo a comprehensive review at least once a year, conducted by the Executive Team. To ensure a comprehensive and inclusive review, relevant stakeholders, including employees involved in caring for and supporting the young people, will be consulted. Additionally, where appropriate, consultation with the young people themselves will be sought, taking into account their age and capacity to contribute to the process.

If any employee has concerns regarding lone working issues, they should discuss them with their manager or the whole team, as deemed appropriate. Open communication and collaboration are essential for addressing any concerns and ensuring the safety and well-being of both employees and the young people in our care.[/vc_column_text][/vc_column][/vc_row]

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