Frequently Asked Questions

1. We review your referral. Our intake team checks the details and whether we have capacity in your area.
2. We contact you within 2 business days. We’ll call or email to talk through your situation, confirm what support you’re looking for and answer your questions.
3. We confirm funding and fees. We’ll check that behaviour support is included in your NDIS plan and explain our fees.
4. You sign a service agreement. Once you’re happy to proceed, we’ll send a service agreement for you to review and sign.
5. We match you with a practitioner and book your first appointment.

If we’re at capacity in your area, we’ll let you know and, where possible, tell you when we expect to have space. If you haven’t heard from us within 2 business days, please call 1300 001 470 or email ndis@positivemoods.com.au.

Improved Daily Living builds emotional wellbeing, coping skills and independence through one-on-one therapeutic support. Positive Behaviour Support is for people whose behaviours of concern put them or others at risk, and involves assessments, behaviour support plans and training for carers and support teams.

We match each participant with a practitioner based on their needs, location, availability and the practitioner’s experience. If you have preferences, such as a practitioner’s gender, cultural background or experience with a particular diagnosis, tell us at referral and we’ll do our best to accommodate them.

Because we’re a specialist behaviour support provider with a limited number of practitioners, we can’t always guarantee a specific practitioner. If you feel the match isn’t right after you begin, talk to us and we’ll work with you to find a better fit.

We want to hear from you, and you’re welcome to raise any concern at any time without it affecting your support.

• Start with your practitioner if you feel comfortable doing so.
• Contact our team on 1300 001 470 or ndis@positivemoods.com.au if you’d prefer to speak with someone else, or if the issue isn’t resolved.

If you’re not satisfied with how we’ve handled a concern, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 (free call from landlines), or visit ndiscommission.gov.au.

A Positive Behaviour Support Plan (PBSP) is developed in stages:

1. Referral and service agreement. We confirm your funding, explain what to expect and agree on next steps with you.
2. Assessment. Your practitioner observes the participant in their everyday settings and speaks with family, carers and others who know them well.
3. Interim plan (within one month). Where restrictive practices are in use, we develop a shorter plan so strategies are in place quickly.
4. Comprehensive plan (within six months). This plan is built on a full Functional Behaviour Assessment and sets out proactive strategies, ways to teach new skills, how to respond safely and, where relevant, steps to reduce restrictive practices.
5. Authorisation and reporting. Where a plan includes a regulated restrictive practice, it goes through the authorisation process in your state or territory and is provided to the NDIS Commission.
6. Training and implementation. We train and coach the people around the participant to use the plan consistently.
7. Review. We track progress and update the plan when needs change. Plans that include a regulated restrictive practice must be reviewed at least every 12 months.

We know that changing practitioners can be unsettling, so we plan for it carefully. If your practitioner leaves or is unavailable for an extended period:

• We’ll tell you as early as we can and explain what happens next.
• We’ll allocate a new practitioner with suitable skills and experience, and take your preferences into account.
• We’ll arrange a proper handover. The participant’s plan, assessment information and progress notes are documented, so the new practitioner starts with a full picture and you don’t have to repeat your story.
• Your plan and supports stay in place. Where possible, your current practitioner will introduce you to your new one.
• You can raise concerns at any time. If the new match doesn’t feel right, let us know.

Behaviours that put the person or others at risk of harm, limit their access to the community, education or services, or significantly affect their quality of life. Examples include aggression, self-injury, property damage and absconding.

A written plan, developed with the participant and their supports, that explains why a behaviour happens and sets out practical strategies to prevent it, teach new skills and respond safely. It becomes the go-to guide for everyone supporting the person.

An interim plan is a shorter document that puts strategies in place quickly, and it’s needed when a restrictive practice is being used. We complete it within one month. A comprehensive plan follows within six months. It’s built on a full Functional Behaviour Assessment, so it gives a deeper picture of why the behaviour happens and sets out detailed proactive strategies and, where relevant, steps to reduce restrictive practices.

A practice that limits a person’s rights or freedom of movement. The NDIS regulates five types: seclusion, chemical restraint, mechanical restraint, physical restraint and environmental restraint. They must only be used as a last resort, and our practitioners work to reduce and eliminate them.

Behaviour support is complex work, and experience matters. Positive Moods focuses only on behaviour support and mental health therapeutic supports. Our practitioners work in this area every day, so families and support teams benefit from specialised knowledge rather than a general approach.

No. We support adolescents, young people and adults, and involve parents, carers and teachers in every plan.

No. Support is based on the person’s needs and NDIS plan, not a particular diagnosis.

Yes. Telehealth is available for many participants and families, and we’ll talk through whether it suits your situation.

It varies with the person, the setting and how consistently strategies are used. We set clear goals at the start and review progress regularly so you can see what’s working.

Complete our referral form or call 1300 001 470. Participants, family members, support coordinators and other professionals can all refer.