▶ Appropriate Client Behavior
includes client participation in treatment, both individual, family or
group and compliance with rules and expectations as outlined in
client’s intake paperwork.
▶ Inappropriate Client Behavior
includes threats, violent or disruptive behavior, and failure to comply
with treatment rules and expectations indicated in client paperwork and
other behavior as deemed inappropriate by management or the clinical
team. Appropriate consequences and sanctions for non-compliance with
expectations may result in a probationary status or removal/discharge
from treatment. Staff responses to inappropriate behavior will comply
with policies outlined above and will comply with all state, federal,
and local laws.
RESTRAINT & SECLUSION
Staff
members may not authorize or use any method designed to humiliate,
frighten, or discourage a client. No client will be physically or
medically restrained, and time-out or seclusion will not be used at the
agency. Any Life Stone staff involved in an emergency safety
intervention that results in an injury to a client or staff must meet
with the exec. clinical director to evaluate the circumstances that
cause the injury and develop a plan to prevent future injuries.
Executive Clinical Director, Triona McMaster, LCSW, is responsible for
oversight of behavior management practices at Life Stone.
DE-ESCALATION TECHNIQUES
De-escalation
techniques are vital tools for providers to manage challenging
situations with clients in an office setting. These techniques aim to
diffuse tension, build rapport, and create a safe environment for both
the provider and the client:
Active
Listening: Show genuine interest in the client's concerns by actively
listening to what they're saying. Paraphrase their words to demonstrate
understanding and empathy.
Stay
Calm: Maintain a calm and composed demeanor, even if the client becomes
agitated. Your calmness can help the client feel more secure and less
threatened.
Empathy and
Validation: Validate the client's feelings and acknowledge their
emotions without judgment. Let them know that their feelings are
understood and accepted.
Use
a Soft Tone: Speak in a soft, soothing tone to convey reassurance and
non-aggression. Avoid using a confrontational or authoritative tone that
might escalate the situation.
Respect
Personal Space: Be mindful of the client's personal space and avoid
invading it, especially if they're feeling threatened or anxious.
Offer
Choices: Provide the client with options and choices whenever possible
to help them feel a sense of control and autonomy in the situation.
Identify
Triggers: If possible, identify and address the triggers that are
causing the client's escalation. Understanding the root cause can help
prevent future escalations.
Set
Boundaries: Clearly communicate and enforce any necessary boundaries in
a respectful and firm manner to maintain a safe environment for both
parties.
SAFETY PROTOCOL
If a situation escalates to a point where safety is a concern, follow the safety protocol for Code Green.