4.6. Identify sources of support when there are concerns regarding an individual’s behaviour

This guide will help you answer 4.6. Identify sources of support when there are concerns regarding an individual’s behaviour.

When behaviour changes or becomes a concern in health and social care, workers must act promptly and appropriately. Behaviour may be challenging, unusual for the person, or indicate changes in mental or physical health. Knowing where to turn for advice, support, and action is important for protecting the wellbeing of the person and maintaining safety for others.

Concerns can involve aggression, withdrawal, self-harm, agitation, wandering, or unusual silence. It can also relate to behaviour that disrupts routines, puts someone at risk, or causes harm to others. Some behaviours may indicate underlying distress, illness, safeguarding risks, or unmet needs.

Workers should never feel they have to manage such concerns alone. There are various sources of support that can help in understanding the behaviour, identifying any risks, and putting in place safe interventions.

Internal Sources of Support

In many cases, the first place to seek guidance is within the workplace. Internal sources have direct knowledge of the individual, organisational policies, and the work environment.

Line Manager or Supervisor
A line manager is usually the first point of contact. They can provide immediate advice, authorise actions, and guide workers on reporting procedures. They also take responsibility for escalating issues if needed.

Senior Care Staff or Team Leaders
These staff often have more experience in managing behaviour and can suggest practical strategies. They might assist directly with de-escalating conflict or communicating with the person in distress.

Colleagues
Other team members may have observed the same behaviour or have a good relationship with the individual, which can help in understanding triggers. They can share strategies that have worked before.

On-site Specialists
Some settings have staff with specific expertise, such as mental health practitioners, behaviour support workers, or learning disability nurses. They can assess the situation and suggest targeted interventions.

External Professional Support

There will be times when the concern requires advice or action from outside agencies. This is common when there is a health condition, unmet safeguarding needs, or a requirement for specialist assessment.

General Practitioner (GP)
A GP can check whether a medical condition is affecting the behaviour. For example, infections, pain, medication side effects, or hormonal changes can all influence mood and actions.

Community Mental Health Teams
These teams consist of mental health nurses, social workers, and psychiatrists. They can assess and treat mental health conditions that may be causing disruptive or distressing behaviour.

Social Workers
Social workers assess care needs, provide support planning, and safeguard vulnerable people. They can arrange extra resources or refer to relevant services.

Speech and Language Therapists
Behaviour may arise due to difficulties in communication. Speech and language therapists can assess needs and provide strategies or equipment to enable better communication.

Occupational Therapists
These professionals examine whether environmental changes, routines, or meaningful activities can reduce behaviour of concern.

Specialist Behaviour Support Services
These services offer behaviour analysis and create positive behaviour support plans to reduce challenging behaviour.

Police or Emergency Services
In cases where behaviour poses an immediate risk to life or safety, the police or ambulance service may need to be contacted.

Family and Informal Support Networks

Family members and friends often have valuable insight into a person’s behaviour. They may be aware of triggers, preferences, routines, and successful calming strategies. This information can improve the way workers respond.

Engaging with the family can also:

• Provide reassurance and emotional support to the person
• Maintain consistency between home and care setting strategies
• Help identify patterns over time

It is important to follow consent and confidentiality rules before sharing information with family or friends. If a person lacks capacity, the Mental Capacity Act 2005 provides guidance on involving others in best interest decisions.

Signs That External Support May Be Needed

Workers should recognise signs that mean they need to seek more help, such as:

• Severe and uncharacteristic changes in behaviour
• Behaviour that places the person or others at risk
• Distress that does not reduce despite tried strategies
• Signs of abuse or neglect
• Concerns about mental health
• Behaviour linked with suspected substance misuse
• Situations that require medical review

Organisational Policies and Procedures

Most health and social care settings have clear policies on managing behaviour. Knowing these steps helps workers act confidently and protect safety.

Policies may set out:

• Who to report concerns to
• How to document incidents
• The use of de-escalation or restraint
• When to involve external professionals
• Support for staff after incidents

These policies often follow wider legislation and guidance, such as the Care Act 2014, Health and Safety Executive requirements, and safeguarding frameworks.

Training and Knowledge Resources

Sometimes the source of support is not a person but a resource that helps a worker improve their skills and knowledge.

Sources include:

• In-house or external training on behaviour management techniques
• Online learning modules
• Guidance documents and toolkits from professional bodies
• Local authority safeguarding information
• Access to incident report databases to see patterns and prevention methods

These resources can equip workers with tools to manage behaviour more effectively.

Support for the Worker

Dealing with challenging behaviour can be stressful. Workers should also seek support for themselves. This helps prevent burnout and ensures they can continue to provide safe care.

Sources of support for staff can include:

• Manager debrief sessions after incidents
• Peer support groups in the workplace
• Occupational health services
• Counselling services provided by an employee assistance programme
• Reflective practice sessions

Looking after the health and wellbeing of staff means safer care for those using the service.

How to Access Support Effectively

Having a list of potential sources is only the first step. Workers need to know how and when to make contact.

Gather Information First
Before contacting a support source, gather as much factual information as possible. This might include when and where the behaviour occurred, any triggers noticed, how staff responded, and the outcome. Clear records help others provide better advice.

Use the Correct Reporting Channels
Follow organisational procedure to make sure the right people are informed in the right order. Avoid going straight to outside agencies unless the situation is urgent and needs immediate action.

Keep Communication Clear
When seeking support, explain the behaviour observed, the impact it had, and any actions already taken. Avoid opinion unless requested, and focus on facts.

Record All Actions
Document who was contacted, what advice was given, and any actions taken as a result. This ensures accountability and helps others review the case later.

Legal and Ethical Considerations

Seeking support for concerns around behaviour often involves sharing personal information. This must be handled lawfully, respecting privacy while acting to protect the person or others.

Relevant legislation includes:

• Data Protection Act 2018 and UK GDPR, for handling personal information
• Care Act 2014, for safeguarding adults at risk
• Children Act 1989 and 2004, for safeguarding children
• Mental Capacity Act 2005, for decision making where someone cannot decide for themselves
• Equality Act 2010, for preventing discrimination

Balancing the need to share with the right to privacy is a key part of professional practice.

Examples of Applying Support Sources

Example 1
A care home resident becomes aggressive in the evenings. Staff report to the nurse in charge, who consults the GP. The GP discovers a urinary tract infection. Treatment resolves the behaviour change.

Example 2
A support worker in a learning disability service notices a person becoming withdrawn and refusing meals. The manager involves a speech and language therapist who identifies swallowing difficulty as the cause. Dietary changes and therapy improve the person’s willingness to eat.

Example 3
A domiciliary care worker sees signs of self-harm in a young adult. They follow safeguarding procedures, contact their manager, and refer to the community mental health crisis team. The team offers urgent assessment and support.

Building Confidence in Seeking Support

New or less experienced workers may feel unsure about when to escalate concerns. This can be improved by:

• Attending induction and refresher training on behaviour awareness
• Observing skilled colleagues handle such situations
• Keeping communication open with supervisors
• Reflecting on incidents to learn from them

Confidence grows with practice, support from others, and a culture where raising concerns is welcomed.

Final Thoughts

Identifying sources of support when there are concerns about an individual’s behaviour is an important part of a health and social care worker’s role. It protects individuals from harm, improves quality of life, and upholds professional and legal responsibilities. The support network can include managers, colleagues, specialists, external agencies, family, and practical resources.

A worker’s ability to recognise the signs, act promptly, and use the right source of support can make a significant difference to the safety and wellbeing of everyone involved. Keeping up to date with procedures, being aware of available resources, and seeking help early all form part of good quality care.