📚2026 ANNUAL STAFF TRAINING

12. BEHAVIORAL MANAGEMENT TRAINING
  • 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:
  1. 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.
  2. 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.
  3. Empathy and Validation: Validate the client's feelings and acknowledge their emotions without judgment. Let them know that their feelings are understood and accepted.
  4. 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.
  5. Respect Personal Space: Be mindful of the client's personal space and avoid invading it, especially if they're feeling threatened or anxious.
  6. Offer Choices: Provide the client with options and choices whenever possible to help them feel a sense of control and autonomy in the situation.
  7. 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.
  8. 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.

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