Supporting a Loved One Through Challenging Behaviour: Understanding Crisis Management Plans

Supporting a loved one with disability who experiences challenging behaviours can be emotionally and physically exhausting. When behaviour escalates, it can feel sudden, confusing, or even frightening. You may find yourself wondering: What should I do? How do I keep everyone safe? Who can help?

If your family member receives NDIS-funded Positive Behaviour Support (PBS), one of the most important parts of their Behaviour Support Plan (BSP) is the Crisis Management Plan.

You may hear different terms such as Crisis Management Plan, Safety Plan, or Reactive Strategies—these all refer to the same section within a Behaviour Support Plan.

At Community Care Foundation, we’ve created this guide to help families, carers, and guardians understand what to do when behaviour escalates to a level where safety may be at risk—and how a Crisis Management Plan supports you during those moments.

Where Crisis Management Fits Within a Behaviour Support Plan

A Behaviour Support Plan (BSP) is a comprehensive document designed to support a person across all areas of daily life. It typically includes:

• About Me section
  A snapshot of the person, including their preferences, routines, communication style, health needs, and what helps them feel calm and supported.
• Functional Behaviour Assessment (FBA)
  A clear explanation of why behaviours occur and what the person may be communicating through them.
• Proactive Strategies
  Everyday supports that reduce triggers, promote wellbeing, and prevent escalation before it begins.
• Crisis Management Plan
  A step-by-step guide outlining how to respond when behaviour escalates to a high level of risk.
• Restrictive Practices Schedule
  If restrictive practices are required and authorised, they are documented here in line with NDIS safeguards and state legislation. These are only used as a last resort to ensure safety.

Each section plays an important role, but many families find the Crisis Management Plan especially reassuring because it provides clear guidance during the most stressful situations.

What Is a Crisis Management Plan?

A Crisis Management Plan is a structured, easy-to-follow guide that supports safe and consistent responses to high-risk behaviour.

It outlines:

• How to recognise early warning signs
• What to do as behaviour escalates
• How to respond at the peak of a crisis
• How to support recovery afterward

The goal is to maintain safety, reduce harm, and ensure responses are calm, consistent, and respectful.

Purpose of a Crisis Management Plan

A well-developed plan helps to:

• Protect the individual, family members, staff, and others
• Provide consistent and approved responses
• Reduce escalation and overall risk
• Support recovery and reflection after incidents
• Ensure care aligns with legal and ethical standards

Above all, it ensures the person is supported with dignity, compassion, and respect—even in their most vulnerable moments.

What Does a Crisis Management Plan Look Like?

Most plans follow a behaviour escalation cycle:

1. Early Warning Signs
2. Escalation
3. Crisis
4. Recovery

At the start of the plan, this cycle is summarised with clear indicators specific to the individual. Each stage is then broken down into:

What it looks like (behaviours)

• Early warning signs
  Subtle changes such as reduced smiling, repetitive movements, withdrawal, or agitation.
• Escalation
  Increased intensity, which may include raised voice, confrontational language, or physical tension.
• Crisis
  High-risk behaviour such as aggression, threats, or self-injury.
• Recovery
  Gradual calming, reduced intensity, and a return toward baseline behaviour.

How to respond (strategies)

Strategies are tailored to the individual and may include:

• Tone of voice
  Use a calm, steady tone. Avoid matching volume or intensity.
• Communication approach
  Keep language simple and direct. Avoid overwhelming the person with too many questions.
• Environment adjustments
  Reduce noise, remove potentially harmful items, and maintain safe positioning.
• Safety strategies
  Maintain a non-threatening posture, appropriate distance, and awareness of exits.
• De-escalation techniques
  Use active listening, open body language, and supportive prompts to help the person regulate.

Additional strategies may be included for specific settings, such as in the community or in a vehicle.

The Family’s Role in Shaping the Plan

At Community Care Foundation, we recognise that families and carers play a vital role in creating meaningful Behaviour Support Plans.

While PBS practitioners bring clinical expertise, you bring invaluable lived experience.

Your input helps shape the plan by identifying:

• Triggers and what typically happens before behaviour escalates
• Early warning signs you recognise
• Strategies that have (or haven’t) worked in the past
• Routines, environments, or transitions that impact behaviour
• What helps your loved one feel safe and supported

Importantly, Behaviour Support Plans are flexible. As needs change, you are encouraged to:

• Ask questions
• Suggest changes
• Share new insights
• Raise concerns about any strategy

Collaboration ensures the plan remains practical, person-centred, and effective.

Other Key Components of a Crisis Management Plan

Communication Protocols

Clear guidance on:

• Who to contact
• When to escalate concerns
• When to call emergency services
• Documentation requirements
• Safety considerations within the home or community

Post-Crisis Support

After an incident:

• Focus on calming and reassuring the person
• Allow time for debriefing
• Reflect on what occurred
• Update the plan if needed

Preventative Focus

Even within a reactive plan, there is a strong emphasis on prevention—recognising early signs and using proactive strategies to reduce escalation.

Accessibility

Plans are designed to be:

• Simple
• Practical
• Easy to follow under stress
• Available in both digital and printed formats

How a Crisis Management Plan Supports Families

A Crisis Management Plan is a safety-focused, compassionate tool that helps families and support teams respond confidently in high-pressure situations.

When developed well, it empowers you to:

• Respond calmly and consistently
• Keep everyone safe
• Maintain dignity and respect
• Feel more prepared and less overwhelmed

At Community Care Foundation, we also offer training and support to help families and care teams understand and implement Crisis Management Plans effectively. This ensures that everyone involved feels confident in their role and prepared to respond safely when it matters most.