MANAGING AN AGGRESSIVE PERSON/VISITOR POLICY
Our Out of School Hours (OSHC) Service aims to establish and maintain positive and open relationships with all parents of enrolled children. However, we understand that on occasion there may be times when a parent or visitor arrives at our OSHC Service displaying aggressive, difficult or challenging behaviour. Our OSHC Service is committed to maintain a safe workplace for all staff and visitors and ensure staff have the skills to safely prevent and de-escalate aggressive behaviours. Workplace violence can be any incident where a person is abused, threatened or assaulted whilst engaged in work.

NATIONAL QUALITY STANDARD (NQS)

QUALITY AREA 2: CHILDREN’S HEALTH AND SAFETY

2.2

Safety

Each child is protected

QUALITY AREA 6:  COLLABORATIVE PARTNERSHIPS

6.1

Supportive relationships with families

Respectful relationships with families are developed and maintained and families are supported in their parenting role.

6.1.2

Parent views are respected

The expertise, culture, values and beliefs of families are respected and families share in decision-making about their child’s learning and wellbeing.

6.2

Collaborative partnerships

Collaborative partnerships enhance children’s inclusion, learning and wellbeing.

EDUCATION AND CARE SERVICES NATIONAL REGULATIONS

168

Education and care services must have policies and procedures

170

 Policies and procedures must be followed

173

Prescribed information to be displayed

RELATED POLICIES

Code of Conduct Policy

Dealing with Complaints Policy

Enrolment Policy

Family Communication Policy

Interactions with Children, Family and Staff Policy

Privacy and Confidentiality Policy

PURPOSE

Our OSHC Service aims to ensure that all staff members have skills and understanding of conflict resolution strategies to manage situations involving angry or aggressive parents or visitors.

SCOPE

This policy applies to families, visitors, approved provider, nominated supervisor, management, students, volunteers, visitors and staff of the OSHC Service.

IMPLEMENTATION

Parents have the right to make a complaint or report a concern to our OSHC Service at any time. Complaints may be real or perceived, and of a serious nature or more trivial nature (but important to them) such as not being able to quickly find their child’s shoes at the end of the day. However, on occasion a parent’s feelings may escalate into anger or aggression, not necessarily due to the concern at hand, but due to other events or situations they have had to already deal with that day, or due to the effect of drugs or alcohol or mental health.

WHAT IS ‘AGGRESSIVE BEHAVIOUR’ OR ‘WORKPLACE VIOLENCE’?

Within this policy, aggressive behaviour or workplace violence could include, but is not limited to:

These behaviours could be caused due to:

THE APPROVED PROVIDER/NOMINATED SUPERVISOR/MANAGEMENT WILL ENSURE THAT:

EDUCATORS/STAFF

Should a situation arise where a staff member is confronted by an aggressive or violent parent or visitor, they will:

When you feel the parent or visitor has calmed down enough to discuss the issue:

Dealing with difficult, challenging and aggressive behaviours can have a huge impact on staff’s wellbeing. Following the incident Management will ensure staff involved will:

CONTINUOUS IMPROVEMENT/REFLECTION

The Managing an Aggressive Person/Visitor Policy will be reviewed on an annual basis in conjunction with children, families, educators, staff and management.

SOURCES

Australian Children’s Education & Care Quality Authority. (2025). Guide to the National Quality Framework

Bryant, L., & Gibbs, L. (2013). A director’s manual: Managing an early education and care service in NSW.

Marrickville, NSW: Community Child Care Co-operative Ltd. (NSW).

Education and Care Services National Law Act 2010. (Amended 2023).

Education and Care Services National Regulations. (Amended 2023).    

NSW Ombudsman. (2014). Model guidelines – Managing and responding to threats, aggressive behaviour and

violence from members of the public.

Waniganayake, M., Cheeseman, S., Fenech, M., Hadley, F., & Shepherd, W. (2012). Leadership: Contexts and

complexities in early childhood education. South Melbourne, Victoria: Oxford University Press.

Western Australian Legislation Education and Care Services National Regulations (WA) Act 2012Â