How should the agency respond to refusal or withdrawal of services by a family?

• A. Do nothing and continue outreach
• B. Document decision, assess alternatives, provide referral options, and ensure safety planning
• C. Immediately terminate services without explanation
• D. Seek to override family decision by legal means

Answer: (B)

When a family refuses or withdraws from services, the response should balance respecting the family’s autonomy with the child’s safety and the agency’s accountability. The best approach is to document the decision clearly, explore feasible alternatives, offer referrals, and work on a safety plan.

First, document the decision and any reasons given, including dates, who was involved in the conversation, and the family’s stated barriers or concerns. This creates a clear record of what happened and supports any future decisions or repeated outreach.

Second, assess alternatives. Not every family will want the same service, so consider other modalities, times, locations, or supports that might fit their needs. This could include different service types, shorter or less intensive services, virtual options, bilingual support, transportation help, or flexible scheduling. The goal is to remove barriers and re-engage if appropriate, while respecting the family’s choices.

Third, provide referral options. Share information about other community resources or services that might better meet the family’s needs, and obtain consent to share information as needed. Ensure the family knows how to access these resources and offer to assist with referrals.

Fourth, ensure safety planning. If there are any concerns about the child’s safety, work with the family to develop a concrete safety plan. This includes identifying immediate steps, who to contact in a crisis, and how to monitor and support the child’s well-being. Document the plan and any follow-up commitments.

This approach demonstrates proactive, protective practice: it supports ongoing engagement when possible, preserves a clear record, offers practical alternatives, and prioritizes the child’s safety. Doing nothing, terminating without explanation, or trying to override a family’s decision with legal action is not appropriate in this context.