Referral pathways for the disability sector  

SAFEGUARDING RESPONSE

This guidance provides referral pathways for organisations and professionals who become aware of harm or the risk of harm to a person (i.e. situations of concern). 

  • Use these referral pathways if an adult (aged 18-65) is experiencing violence, abuse or neglect, or is at risk of this. 

  • The pathway connects you to a safeguarding provider, experienced in working with disabled people and Adults at Risk. 

  • The pathway shows what you need to do – and what information you need to provide – when making the referral. 

Introduction

The guidance explains: 

  • how to respond when there are concerns about a disabled person’s safety, wellbeing, or rights

  • how to use referral pathways that are specific to the disability system.  

The guidance is intended for: 

  • support staff who are new to safeguarding

  • professionals who need to refer a disabled person or an Adult at Risk for safeguarding support. 

From a safeguarding perspective, your role would be at “Entry Level” under Te Aorerekura’s Entry to Expert (E2E) Capability Framework for family  violence and sexual violence. This means: 

  • In making a referral your role is to identify concerns, and to contribute to risk identification and assessment; not to complete a full risk assessment. 

  • You’re not required to investigate or verify facts (that’s the role of a safeguarding specialist, to whom you’ll be making the referral). 

This guidance helps to: 

  • Support consistent safeguarding responses across disability system services. 

  • Clarify referral, escalation, and co-ordination expectations. 

  • Promote person-centred, rights-based, and accessible practice. 

  • Encourage consultation, reflection, and good documentation practices. 

  • Support safe information sharing and inter-agency collaboration. 

This guidance gives you access to:  

Practical tools and approaches to help you: 

  • recognise possible signs and indicators of violence, abuse and neglect; and to notice possible patterns of risk 

  • respond safely within your role, and  

  • refer to the appropriate agency or take the right next action yourself. 

Nāu te rourou, nāku te rourou, ka ora ai te iwi.

With your food basket and my food basket, the people will thrive.

When services work together and share their knowledge, relationships, and responsibilities,  
people are better supported to be safe, heard, and connected. 

What are referral pathways?

Referral pathways help people receive the right support and assistance, when there’s a situation of concern and someone is unsafe. 

  • In a safeguarding context, referral pathways are the structured, safe procedures used to identify, report and refer concerns about a person at risk to the appropriate authorities or support services. 

  • Effective referral pathways ensure that those at risk receive timely, person-centred, and multi-agency support, resulting in interventions designed to prevent or stop the violence, abuse or neglect. 

  • A well-designed referral pathway minimises the risk of harm by mapping out clear, logical steps for reporting harm and accessing essential resources. 

Referral pathways enable effective risk management for safeguarding:  

  • Recognise

  • Respond

  • Refer / Take the right next action.

Who needs to know about referral pathways?

This kaupapa (subject matter) is relevant to: 

  • disability support providers 

  • NASC services and Enabling Good Lives sites

  • DAPAR services, providingDisability Abuse Prevention and Response

  • health providers and advocacy services 

  • specialist family violence / sexual violence (FVSV) services 

  • Police services.  

What about disabled people? How do they raise concerns? 

Disabled people and their whānau (family), along with caregivers and support workers, also need to know where to get help.  

  • A referral pathway on how to find a safeguarding provider is available, tailored directly to their needs. 

  • The information is also available in Easy Read.  

When to escalate or refer

  • Escalate immediately if there is serious or immediate risk of harm.  

    • Consider your ‘duty of care’ obligations and understand the legal framework for this (such as the information-sharing provisions under the Family Violence Act 2018 and requirements under the Crimes Amendment Act 2011). 

    • Reference also the Decision-tree-poster-Guide-to-sharing-information-under-FVA.pdf)  

    • Follow your own organisational policy. 

  • Consider referrals where there are concerns about family violence/sexual violence, abuse, neglect, exploitation, coercion, intimidation or breaches of rights affecting a disabled adult. 

    • Signs and patterns of any of these factors should trigger specialist FVSV advice, even when physical injury is not obvious. 

    • Where you feel uncertain whether a referral should occur:

      • consult with your supervisor, people leader, safeguarding lead (if your organisation has one) or experienced colleagues

      • seek advice from a DAPAR provider, a specialist FVSV service, and/or the Police

    • You do not need proof of harm before asking for advice.

  • Check whether other providers or agencies are already involved before creating additional referrals. 

    • Note: If the person who may be causing the harm is also connected to your service, do not confront them or alert them to the concern without specialist advice. Seek guidance from your safeguarding lead, DAPAR provider, specialist FVSV service, or Police where needed. Remember that it’s not your role to mediate. 

Caution - for all stages of any safeguarding activity: 
 
Before contacting whānau, family members, caregivers, providers, or support people, or discussing the situation in front of them, consider whether that person could be causing harm, colluding with harm, or whether risk could increase if they are told about the concern or involved in the kōrero / conversation. 

What agencies can help?

Consider these services when making a referral, and follow your organisation’s policies and procedures. 

  • Police services

     Call 111 when: 

    • The person is in immediate danger. 

    • A crime, such as violence, has been committed against the person. 

    • There’s been a breach of a protection order. 

    • There’s an urgent safety concern. 

    Call 105 when: 

    • You want to lodge a family harm report. 

    • You’d like Police involvement in a situation that’s not urgent but might be escalating. 

    The 105 Police phone number can be used to report past family harm incidents, either experienced by the person or involving someone else, where it does not need an urgent Police response and no-one is in immediate danger.  

    In this context, family harm can include physical, sexual and/or psychological abuse, threats, coercive control, stalking, intimidation, violence towards children or pets, and other harmful behaviours. [Source: police.govt.nz]

  • Their disability support provider

     This is a service the disabled person or Adult at Risk is already using, which could help could provide support (and would be involved downstream by the safeguarding agency, if there is a safeguarding intervention).  

    • Remember that sometimes the people who should be providing support are the people causing the harm. 

    • Gather information from the disabled person / Adult at Risk first, to check whether it’s safe for them (and appropriate) for you to contact the provider. 

    Use the links below to find the person’s provider, if helpful when gathering information for the referral:

  • NASC 

    As part of New Zealand’s public health service, this is an agency that assesses people’s health and disability needs, provides related funding in some circumstances, and co-ordinates support services. 
     

  • EGL site 

    This can help identify concerns, support the person’s voice and choices, and connect them with the right safeguarding response.

    https://www.enablinggoodlives.co.nz/ 

  • DAPAR service 

    This is a specialist service, funded by the government, that responds to situations of violence, abuse and harm. 

    The overall goal of DAPAR is to create safety and improve wellbeing and outcomes for tāngata whaikaha Māori and disabled people who are at risk of, or experiencing, violence, abuse, neglect or harm. 

    Access the list of current DAPAR providers.

  • Health provider  

    Health providers include doctors (general practitioners), nurses, and allied health providers – who can support the person’s physical, mental, emotional, or disability-related health needs.  

    They may assess injuries or health concerns, provide treatment, document what they observe, support safe referrals, and work with safeguarding, disability, advocacy, Police, or family violence / sexual violence services where needed.

  • Advocacy service

    By providing an advocate, these services support a disabled person to feel heard and respected, to understand their rights, and to make informed choices. An advocate’s role is to ensure that the needs and will and preferences of the disabled person are kept at the centre of any intervention. 

    Advocates might also enable change through helping people close to the disabled person (such as whānau or family members, or caregivers) to understand them better and start to interact differently with them.

    DAPAR provider, PASAT, is one organisation that provides an advocacy service.

  • A specialist family violence / sexual violence service 

    This is a specialist service that provides support for people affected by family violence or sexual violence. They can help with safety planning, specialist advice, emotional and practical support, and referrals to other services. They may also guide professionals on how to respond safely when family violence or sexual violence is part of a safeguarding concern. 

Ready-reference guide to choosing which of these services to use: 

  • Immediate danger or crime happening now → call 111.  

  • Non-urgent Police involvement or past family harm report → use 105.  

  • Disabled adult at risk of violence, abuse, neglect or harm → consider DAPAR.  

  • Family violence or sexual violence dynamics present → involve specialist FVSV service.  

  • Health, injury, mental health, trauma or medical documentation needed → involve health provider.  

  • Person needs support to understand rights, speak up, or make choices → involve advocacy.  

  • Existing disability supports may need review or co-ordination → involve disability provider, NASC or EGL site.  

  • Multiple agencies are involved → clarify lead agency and follow-up responsibilities. 

Key steps in making a referral

No matter who is referring safeguarding concerns to a provider, the key steps along the pathway are the same.  

They enable you to determine: 

  • Is this urgent / serious?  

  • How can I immediately support this person? 

  • What information do I need to gather? 

  • Have I got the person’s consent? 

  • Who should I contact first?  

  • Who is leading after I refer?  

  • What do I document? 

  • If someone is in immediate danger, call 111.  

    • Support the person while help is on the way. 

    • Make sure only safe people stay with the person at risk. 

    Call 105 if you need Police help and it is not an emergency. 

    Understand the types of abuse.

    Follow the guidance for safeguarding professionals in identifying and assessing risk.

  • Check safety, consent, and who needs to be involved.

    Start with the person and always keep them and their needs at the centre.  Any safeguarding referral should be person-directed.

    • Take time to understand what feels safe for them, how they want to be involved, and which people or services may need to support the next step. 

    • Check what’s happening now and whether there’s any immediate risk. Keep the person’s views, wishes, and communication needs at the centre. 

    • Support the person to make their own decisions wherever possible.

    • Before sharing information, ask for their consent – if it’s safe for them to provide it. 

    • If urgent safety concerns mean information must be shared, share only what is needed and record who it was shared with, when and why. 

    • Involve the people or services who are needed for safety, support, or referral.

    • Do not involve anyone who may be causing harm or making it harder for the person to speak freely. 

    • Be clear about who is leading and co-ordinating the response, who is making the referral, and who will follow up. 

    • Keep a clear record of decisions, consent, and information sharing.

    • Apply the principles of ethical decision-making, for maintaining privacy, ensuring informed consent and sharing information / disclosing information. You can download a handout for reference.   

    • Download VA-SG-0009_Key principles of ethical decision-making in safeguarding on VisAble’s Safeguarding resource hub.

  • If someone is experiencing violence, abuse, neglect or coercion or exploitation; or is at risk of those, prepare the right information for a referral to a safeguarding provider: 

    • Respond within your role by gathering information from multiple sources, documenting concerns clearly, and consulting appropriately

    Always support the person’s immediate safety.

    Always obtain and act with their consent, wherever it’s safe for them to provide it. (See Step 4.) 

    Keep a clear record of decisions, consent, and information sharing. 

    If you require more specific guidance or feel unsure then contact info@visable or contact a DAPAR provider 

  • Information about obtaining consent is available to guide you.

    The person’s consent might be provided directly, or with supported decision-making, or via third-party agreement. 

    Alternatively, urgent safeguarding action and information sharing might be required while still working towards consent (e.g. under the Family Violence 2018 or Crimes Amendment Act 2011).

    Apply the principles of ethical decision-making, for maintaining privacy, ensuring informed consent and sharing information / disclosing information.

  • Contact the service that best fits the person’s needs. A list of services is provided above. 

    The lead agency should be clearly identified and will be responsible for co-ordinating communications, referrals, follow-up actions, and information sharing, while ensuring that the disabled person remains at the centre of planning and decision-making. 

    If the lead agency is a DAPAR provider, they are responsible for establishing a team of people and services who can assess the needs and enable the safety of the person being harmed or at risk of harm.  More information is available on the safeguarding process and on multi-agency teams.

    Follow your organisation’s referral process, share the relevant information, and clarify which service will lead the next steps. 

    Ensure that they have agreed to lead (don’t assume).

  • The receiving service makes contact, checks what supports are already in place, and works with other relevant services to plan the next steps with the person. 

    More than one service may need to work together.  

    Roles, information sharing, and follow-up responsibilities should be clear. The receiving service is responsible for this, but it’s helpful if you state your expectations up-front. 

Practical guidance when making a referral

This handout provides the referral pathways specific to the disability sector, and a step-by-step process for you to follow. 

Remember to act early, document clearly and co-ordinate across services.

Download disability system referral pathways hand-out

How to support the person while assessing the risk

Start to identify the risk factors and gather information to enable a deeper risk assessment, once referred. 

    • Talk with the person quietly and calmly, and in a private space. 

    • Ask open questions, kindly.  

    • Give them time to understand and process what you’re asking. 

    • Ask if you can take notes to help you provide the right support. 

    • Take your time in the conversation / kōrero.  

    • Provide reassurance. 

    • Listen carefully and believe them. 

    • Show them that you understand – replay what they’ve told you. 

    • Ask what they want to happen (what outcome they want), so they can be safe. 

    • Find out who they trust – who can support them. 

    • Focus on immediate safety – theirs and others (such as children involved). 

    • Seek advice from an appropriate safeguarding lead, family violence service, sexual violence service or other relevant professional. Do not investigate or mediate.

    • Refer the matter to specialist family violence or sexual violence (FVSV) services for a safeguarding response. 

    • Professionals should also tell your manager. 

    • Start with the person’s wishes, communication needs, and safety. 

    • Use supported decision-making wherever possible. 

    • Be mindful of their cultural needs, and barriers to communication. 

    • Take concerns seriously, respond early and avoid waiting for proof. 

    • Respond proportionately to risk and urgency. 

    • Work collaboratively and avoid duplication across services. 

    • Apply ethical decision-making.

What if the person does not want a referral? 

  • You have a duty of care to act if the risk is immediate and serious, or escalating and serious – follow your organisation’s policies and procedures and consult with your supervisor or manager. If in doubt, consult with a safeguarding provider. 

  • If the risk of harm isn’t serious or immediate, respect the person’s choice and offer information about support. 

Referral timelines

Response actions should be proportionate to the situation and the potential severity of harm. 

A suggested timeline for referral is noted here with some brief notes to guide you: 

Priority 1:Highest priority

Respond 

  • immediately for an emergency

  • otherwise within 1–2 working days 

  • Immediate attention needed due to significant risk to health and/or wellbeing and property. 

  • Protective factors are unknown or weak. 

Priority 2: Medium priority

Respond within 1 week 

  • Needs attention soon, due to low–medium risk to health/wellbeing and/or risk to property 

  • Protective factors may be unknown or present 

Priority 3: Lower priority  

Respond within 2 weeks 

  • No risk to health and low risk to wellbeing/property 

  • Protective factors are medium–high (may include monitoring and follow-up) 

What if the person can’t be contacted / reached?

  • If the person can’t be contacted, assess the likelihood and severity of harm, how soon the harm might happen, the person’s ability to stay safe, and what protective factors or supports are already in place. 

  • Escalate to a service provider if you have concerns. 

  • Document well – see Principle 2 of the hand-out on Ethical decision-making:

 Other responsibilities and expectations 

    • Record facts, observations, disclosures, actions taken, and who was contacted. 

    • Separate your professional opinion from observed information. 

    • Document how consent was obtained, supported, or why urgent action occurred without consent. 

    • Record all information-sharing decisions and follow-up actions.

    • Seek informed consent whenever possible. 

    • Use supported decision-making approaches before considering substitute decision-making pathways. 

    • Limit information-sharing to what’s necessary to support safety and co-ordination. 

    • Follow your organisational policy.

    • Apply the Privacy Act 2020, the Health Information Privacy Code 2020, the Code of Health and Disability Services Consumers’ Rights, and any applicable family violence information-sharing provisions. 

    • Download the DSS resource that outlines how this legislation applies to safeguarding.

    • Enable whānau-centred responses, where that’s wanted by the person.   

    • Recognise tāngata whaikaha Māori and whānau as rights-holders and active participants and decision-makers in the process. 

    • Provide access to kaupapa Māori, and Māori disability or Māori FVSV services where appropriate – understand and action what the person prefers. 

Further information

Read about: 

For you action:

Become familiar with: 

Intro to Safeguarding Response
Risk assessment
What’s expected of you for safeguarding
Referral pathways
Inter-agency collaboration
Ethical decision-making
Professional boundaries
Reflective practice
Supervision
Organisation systems and structures
Access to resources
Access to training

Access to guidance, coaching and training 

VisAble offers organisational coaching and interactive training to help you develop a deeper understanding of referral pathways, and why this information is important. 

This can include: 

  • understanding the roles of the various agencies 

  • understanding and applying the relevant legislation appropriately 

  • applying ethical decision-making and understand the principles for safe and appropriate consent processes, privacy, and information-sharing 

  • establishing referral pathways 

  • developing your safeguarding policies and practices.

This will enable you to explore how to apply the information at your place, with your staff (kaimahi) and in your services, to make a difference for disabled people.   

Find out more about our training and resources. Or contact us at  info@visable.co.nz.