The PBS Journey with Melior

1) Referral to Melior

Once you have completed a Melior Referral Form via “Make a referral”, we assess the information provided so that we can determine our suitability as a provider against the following criteria:

• Information about yourself/your client
• Practitioner suitability, expertise, and experience
• Geographical location (in line with NDIS guidelines and Melior Service Agreement Terms and Conditions)
• NDIS funding allocation
• Risk assessment

If you require, Melior can provide you with a full professional summary on our available practitioners, for your convenience, via request.

We value the preference of our practitioners, meaning not all Melior practitioners are listed on the website. With your referral information, we will send you a practitioner’s professional summary, compatible to your needs.

2) Contact from Melior

Once you’ve completed the Melior referral form, our team will contact you regarding acceptance of the referral and advise on the expected commencement date or waitlist times, if applicable.

We may also request more information to determine suitability.

3) Service agreement

Once we have accepted your referral and assigned a practitioner, a written service agreement will be developed.

A service agreement is a formal arrangement that sets out the partnership between you/your client, and Melior, to ensure you receive the best possible services and support from Melior.

Prior to signing the service agreement, it is important that you read the Terms and Conditions on our website. NDIS funding details are required to assist in the completion of the service agreement.

The service agreement will be emailed to the primary contact for an e-signature. If preferred, a PDF can be emailed or mailed. Once the primary contact and Melior representative have both signed the service agreement, services with Melior can commence.

4) Introduction to your Melior PBS Practitioner

Once you/your client has been onboarded as a Melior client, the Melior practitioner will make contact to introduce themselves and answer any questions.

You, or your client, will be asked to provide information that may assist the practitioner to understand individual circumstances and needs. This will also include Melior meeting with other people who support you/your client (family, therapists, support workers).

If you haven’t already provided these documents, we will request them at this stage:

1. Assessments or reports (e.g. Previous PBS plan)
2. Hospital discharge forms
3. Relevant information from the client’s school, family, or GP

Click here to understand what to expect from your/your representative’s Positive Behaviour Support Practitioner.

A first visit will be scheduled. This meeting will allow the practitioner and you/your client to get to know each other, and your/your client’s preferences for support.

5) Interim Behaviour Support Plan

This is only relevant to those who do not have a current PBS plan in place and where risk requiring safeguarding has been identified or if there are restrictive practices being used.

To understand your/your client’s unique needs, your PBS practitioner will begin the process of assessment to understand your personal goals and challenges.

They will collaborate and gather insights with you/your family, carers, and other stakeholders to build a clear picture of how you/your client would like to be supported.

The Interim Behaviour Support Plan will include ways to keep you/your client, and those around you/your client safe, with information for managing risks, or behaviours that pose a risk of harm.

If the Interim Behaviour Support Plan includes restrictive practices, Melior will chat to you/your client and you/your client’s support network about this. Melior will only include restrictive practices in accordance with legislative requirements and then send a copy of the plan to the NDIS Commission, for the purpose of notification/authorisation.

Click here to learn more about restrictive practices.

6) Check in with the you/your client

Melior will make contact with you/your client within approximately six weeks after commencement of services. This is to check in and ensure you are satisfied with the services Melior are providing, and to answer any questions.

You/your client can check in with your practitioner or with the Melior team at any time to ask questions or provide feedback.

7) Functional Behaviour Assessment (FBA) and Comprehensive PBS Plan

Within six months, your Melior practitioner will have developed rapport with you/your client, where they can create a Functional Behaviour Assessment (FBA), through strategies such as:

• Gaining a deeper understand of you/your client and the support network.
• Observing behaviours in different settings (e.g. home, school, or community).
• Conducting interviews with you/your client, family members, carers, support workers, and other service providers.
• Reviewing relevant reports, medical histories, and NDIS documentation.
• Completing different assessments to better understand and support you/your client.

The FBA is used to identify the triggers and functions of behaviours of concern, to try and better understand the behaviour, what is happening, and why. This is then used for the development of a tailored Melior comprehensive PBS plan.

Every Positive Behaviour Support plan looks different. Melior will use the information based in the FBA assessment to create a PBS plan that includes:

a) Personalised strength-based strategies:

We work alongside you/your client to create tailored strategies that reflect their unique strengths, preferences, and goals, always guided by person-centred practices and the principles of PBS.

b) Proactive preventative support:

We identify personalised strategies and techniques designed to reduce the need for behaviours of concern. Our strategies are tailored to you/your client, focusing on creating supportive environments.

c) Building skills for independence:

We focus on the development of alternative skills for effective communication and coping for you/your client, and the support network. Our support empowers individuals to build lasting, meaningful skills that enhance their quality of life.

d) Clear supportive response planning:

We develop response plans that prioritise safety and wellbeing. These plans provide clarity and support for effectively responding during heightened times of distress.

g) Responsive and accountable support

We conduct regular reviews and adapt support strategies to meet each individual’s evolving needs. This dynamic approach ensures we remain aligned with NDIS Behaviour Support requirements and deliver effective, person-centred outcomes.

8) Implementation of the PBS Plan, training and collaboration

At Melior, our PBS practitioners work closely with you/your client to deliver the supports outlined in your PBS plan. We believe that consistency and collaboration are key to achieving meaningful outcomes, and we’re committed to ensuring your/your client’s PBS plan is effectively put into practice.

To support this, we provide training for families, carers, and the support network, equipping them with the strategies and confidence needed to implement the PBS plan in everyday settings. This ensures a consistent approach and reinforces the strategies outlined in your/your client’s PBS plan across all areas of life. By building shared understanding and skills, we help create supportive environments that foster change.

Melior offers ongoing resources, guidance, and practical support to empower those around you/your client. Whether at home or out in the community, our sessions are flexible and designed to fit into your/your client’s life.

9) Monitoring & review with ongoing support

Monitoring progress and adapting plans as needed is done by you/your client’s practitioner to ensure continued success. Regular progress reviews are done with you/your client’s permission, to ensure that you/your client’s PBS plan remains effective and relevant.

Melior do this to see what may or may not be working well, as well as reviewing things that may have changed. Subject to you/your client’s NDIS plan and availability of funding, the Melior practitioner will strive to maintain regular communication and engagement throughout you/your client’s journey, which will be established with you/your client at the beginning of your journey with us.

Melior will also assist during NDIS plan reviews and advocating for the need for sufficient PBS funding in line with your needs.

Positive Behaviour Support is an ongoing journey. Melior’s aim is to help you achieve sustainable improvements in your quality of life.

When the time is right, Melior can support you to transition out of PBS services (if these services are no longer required) while ensuring you have the strategies to maintain your progress.

Please contact your practitioner or email hello@melior.com.au if you have any feedback, questions or concerns.

Alternatively, you can use the Feedback & Complaints portal.