Free NDIS Documentation Templates and Resources

───────────────────────────── NDIS PROGRESS NOTE TEMPLATE 2026 ───────────────────────────── Date: _______________ Support Worker: _______________ Participant: _______________ Shift Start Time: ___________ End Time: ___________ Total Hours: _______________ Support Type: [ ] Daily Living [ ] Community Access [ ] Social Support [ ] Health [ ] Other: _______ Location: _______________ ───────────────────────────── SUMMARY OF SUPPORT PROVIDED ───────────────────────────── [Describe activities completed during the shift — use objective language only] • _________________________________________________ • _________________________________________________ • _________________________________________________ ───────────────────────────── PARTICIPANT ENGAGEMENT & WELLBEING ───────────────────────────── [How did the participant present? Mood, engagement, communication, any changes from baseline] • Presentation: ___________________________________ • Engagement level: [ ] Fully engaged [ ] Partially engaged [ ] Minimal engagement • Communication: ___________________________________ • Notable observations: ____________________________ ───────────────────────────── GOAL ALIGNMENT ───────────────────────────── This session aligns with the following NDIS goals: Goal ___: _________________________________________ How support contributed: __________________________ Goal ___: _________________________________________ How support contributed: __________________________ ───────────────────────────── INCIDENTS / CONCERNS ───────────────────────────── [ ] No incidents to report [ ] Incident occurred — Incident Report #: _________ [ ] Concern noted (non-incident): __________________ ───────────────────────────── FOLLOW UP / RECOMMENDATIONS ───────────────────────────── Next shift requirements: __________________________ Coordinator notification needed: [ ] Yes [ ] No Other follow-up: ___________________________________ ───────────────────────────── SIGNATURES ───────────────────────────── Support Worker Signature: _______________ Date: _______ Supervisor Review: [ ] Approved [ ] Changes Required Supervisor Signature: _______________ Date: _______ ─────────────────────────────

───────────────────────────── NDIS INCIDENT REPORT FORM ───────────────────────────── INCIDENT DETAILS ───────────────────────────── Date of incident: _______________ Time: _______________ Location: _________________________________________ Reported by: ___________________ Date reported: _______ PARTIES INVOLVED ───────────────────────────── Participant(s): ___________________________________ Support worker(s): ________________________________ Witness(es): _____________________________________ Others present: __________________________________ INCIDENT TYPE ───────────────────────────── [ ] Death of participant [ ] Serious injury [ ] Abuse or neglect [ ] Unlawful sexual/physical contact [ ] Sexual misconduct [ ] Unauthorised restrictive practice [ ] Other (specify): ______________________________ INCIDENT DESCRIPTION ───────────────────────────── What happened (factual, objective description): _________________________________________________ _________________________________________________ _________________________________________________ What led up to the incident: _________________________________________________ What happened immediately after: _________________________________________________ IMMEDIATE ACTIONS ───────────────────────────── First aid/medical attention: [ ] Yes [ ] No Details: _________________________________________ Police notified: [ ] Yes [ ] No Time: _______ Ambulance called: [ ] Yes [ ] No Time: _______ Family/guardian notified: [ ] Yes [ ] No Time: _______ NDIS Commission notified: [ ] Yes [ ] No Time: _______ PARTICIPANT WELLBEING ───────────────────────────── Current participant status: _______________________ Emotional state: _________________________________ Injuries sustained: ______________________________ Follow-up required: ______________________________ RESTRICTIVE PRACTICES ───────────────────────────── Was a restrictive practice used? [ ] Yes [ ] No If yes, type: ____________________________________ Authorised in BSP? [ ] Yes [ ] No Regulatory notifications completed? [ ] Yes [ ] No INVESTIGATION & FOLLOW-UP ───────────────────────────── Root cause analysis required? [ ] Yes [ ] No Corrective actions: ______________________________ Prevention strategies: ___________________________ Review date: _______________ SIGNATURES ───────────────────────────── Reporting staff: _______________ Date: _______ Manager review: ________________ Date: _______ ─────────────────────────────

───────────────────────────── NDIS AUDIT PREPARATION CHECKLIST ───────────────────────────── DOCUMENTATION READINESS ───────────────────────────── [ ] All progress notes completed within 48 hours [ ] All notes use objective language (no subjective terms) [ ] Every note references specific NDIS goals [ ] Incident reports completed for all incidents [ ] Incident reports submitted to NDIS Commission within 24hrs (serious) [ ] Audit packs available for sampled participants [ ] Service agreements signed and current [ ] Rosters match claimed supports [ ] Evidence of goal progress documented [ ] Participant feedback recorded GOVERNANCE & COMPLIANCE ───────────────────────────── [ ] Policies and procedures reviewed in last 12 months [ ] Incident management system in place [ ] Complaints register maintained [ ] Risk register updated [ ] Internal audits conducted quarterly [ ] Continuous improvement plan active [ ] Worker screening checks current for all staff [ ] Training records complete [ ] Supervision records maintained [ ] Code of Conduct signed by all workers PRACTICE STANDARDS ───────────────────────────── [ ] Rights of participants respected and documented [ ] Participant outcomes measured [ ] Feedback acted upon [ ] Service delivery consistent with participant plans [ ] Cultural safety addressed [ ] Access and equity demonstrated [ ] Community inclusion promoted [ ] Decision-making support documented QUALITY SAFEGUARDS ───────────────────────────── [ ] Reportable incidents register maintained [ ] Restrictive practices authorised and reported [ ] Behaviour support plans reviewed [ ] Medication management compliant [ ] Health and safety records current [ ] Emergency procedures tested [ ] Vehicle safety checks completed BEFORE THE AUDIT ───────────────────────────── [ ] Sample participants selected [ ] Audit packs compiled [ ] Staff briefed on audit process [ ] Key personnel available [ ] Physical premises ready for inspection ─────────────────────────────

───────────────────────────── OBJECTIVE LANGUAGE REPLACEMENT GUIDE ───────────────────────────── SUBJECTIVE → OBJECTIVE ❌ "was angry" ✅ "presented with heightened emotional distress, raised voice, clenched fists" ❌ "seemed drunk" ✅ "presented with smell of alcohol, slurred speech, unsteady gait" ❌ "had a good day" ✅ "session concluded positively, participant engaged throughout" ❌ "refused" ✅ "declined to participate at this time" ❌ "was happy" ✅ "smiled, laughed, engaged in conversation" ❌ "behaved badly" ✅ "engaged in [specific behaviour]" ❌ "did nothing" ✅ "remained seated, declined activities offered" ❌ "was confused" ✅ "repeated questions, required verbal prompts" ❌ "slept all day" ✅ "observed sleeping from [time] to [time]" ❌ "was uncooperative" ✅ "did not follow instructions to [specific task]" ❌ "had a meltdown" ✅ "presented with escalating distress, cried, shouted" ❌ "was fine" ✅ "presented calmly, no distress observed" ❌ "didn't want to" ✅ "verbally declined, stated '[quote]'" ❌ "was anxious" ✅ "presented with increased heart rate, sweating, stated feeling worried" ❌ "improved" ✅ "demonstrated increased independence in [specific task]" ❌ "was aggressive" ✅ "made verbal threats, attempted to hit, required staff intervention" ❌ "wandered off" ✅ "left the immediate area without staff, returned after [time]" ❌ "was inappropriate" ✅ "made comments about [specific topic]" ❌ "seemed off" ✅ "presented differently from baseline: [specific observations]" ❌ "good progress" ✅ "achieved [specific milestone] independently" ❌ "struggled with" ✅ "required verbal prompting for [specific task]" ❌ "enjoyed" ✅ "smiled, laughed, requested to continue activity" ❌ "was rude" ✅ "used raised voice, made statements including [examples]" ❌ "did great" ✅ "completed [specific task] with 80% independence" ❌ "was tired" ✅ "yawned frequently, rubbed eyes, stated feeling tired" ❌ "had enough" ✅ "requested to end activity, stated 'I'm done'" ❌ "was difficult" ✅ "resisted prompts for [specific tasks]" ❌ "good session" ✅ "all planned activities completed, participant engaged" ❌ "no issues" ✅ "no incidents, concerns, or changes observed" ❌ "participant happy" ✅ "participant smiled, laughed, made positive statements" ─────────────────────────────

───────────────────────────── SUPPORT WORKER DOCUMENTATION GUIDE ───────────────────────────── YOUR DOCUMENTATION RESPONSIBILITIES ───────────────────────────── As an NDIS support worker, your progress notes are legal documents. They must be: • Completed within 24-48 hours of each shift • Factual and objective (just the facts, no opinions) • Linked to participant goals • Signed and dated THE GOLDEN RULE ───────────────────────────── Write as if your notes will be read aloud in court — because they might be. BEFORE YOU START WRITING ───────────────────────────── Ask yourself: 1. What activities did we do? (be specific) 2. How did the participant present? (observe, don't interpret) 3. Which NDIS goals did we work on? 4. Were there any incidents or concerns? 5. What needs to happen next shift? OBJECTIVE VS SUBJECTIVE ───────────────────────────── ❌ "Sarah was angry today" ✅ "Sarah raised her voice and stated 'I'm angry' when discussing schedule" ❌ "Tom had a good day" ✅ "Tom completed all planned activities, smiled frequently, engaged in conversation" ❌ "Client seemed unwell" ✅ "Client reported headache, observed resting for 30 minutes" MANDATORY SECTIONS (EVERY NOTE) ───────────────────────────── ✓ Date and times ✓ Activities completed ✓ Participant presentation ✓ Goal alignment ✓ Incidents (or "no incidents") ✓ Follow-up ✓ Your signature GOAL REFERENCING ───────────────────────────── Always link to the participant's NDIS goals: "Supported participant with shopping (Goal 1: Community participation) — participant selected items independently." INCIDENT REPORTING ───────────────────────────── • Any injury, accident, or concerning event = incident • Report to supervisor immediately • Complete incident report form • For serious incidents: notify NDIS Commission within 24hrs COMMON MISTAKES TO AVOID ───────────────────────────── ✗ Writing "good day" or "no issues" ✗ Using first person ("I took Sarah") ✗ Forgetting goal references ✗ Vague descriptions ✗ Missing signatures ✗ Notes after 48 hours REMEMBER ───────────────────────────── Good documentation = Quality care + Protected provider + Funded supports If you're unsure, ask your supervisor before finalising notes. ─────────────────────────────

───────────────────────────── NDIS GOAL REFERENCING EXAMPLES ───────────────────────────── EXAMPLE 1: COMMUNITY ACCESS (SHOPPING) ───────────────────────────── "Supported participant with grocery shopping (Goal 1: Increase independence in community participation). Participant independently selected items from list, located products with minimal assistance, and completed payment at self-checkout." EXAMPLE 2: DAILY LIVING (MEAL PREPARATION) ───────────────────────────── "Assisted participant with preparing evening meal (Goal 2: Develop independent living skills). Participant chopped vegetables with supervision and followed recipe steps with verbal prompts." EXAMPLE 3: SOCIAL SUPPORT ───────────────────────────── "Accompanied participant to peer support group (Goal 3: Social engagement). Participant initiated conversation with two group members and reported feeling included." EXAMPLE 4: HEALTH APPOINTMENTS ───────────────────────────── "Provided transport to physiotherapy appointment (Goal 4: Health and wellbeing). Participant communicated with practitioner about treatment plan and scheduled follow-up." EXAMPLE 5: PERSONAL CARE ───────────────────────────── "Supported participant with morning routine (Goal 2: Daily living skills). Participant independently showered and dressed with verbal prompts for sequence." EXAMPLE 6: EMPLOYMENT SUPPORT ───────────────────────────── "Assisted with job application (Goal 5: Employment). Participant completed application form with support for spelling and formatting." EXAMPLE 7: MONEY MANAGEMENT ───────────────────────────── "Supported participant with budgeting (Goal 6: Financial independence). Participant categorised expenses and allocated funds for weekly shopping." EXAMPLE 8: TRANSPORT TRAINING ───────────────────────────── "Practiced catching bus to TAFE (Goal 1: Community participation). Participant identified correct bus stop, checked timetable, and tapped on independently." EXAMPLE 9: BEHAVIOUR SUPPORT ───────────────────────────── "Implemented de-escalation strategies per BSP (Goal 7: Emotional regulation). Participant used breathing techniques when frustrated and returned to task." EXAMPLE 10: HOME MAINTENANCE ───────────────────────────── "Assisted with cleaning and organisation (Goal 2: Independent living). Participant vacuumed living area and made bed with verbal prompts." GOAL REFERENCING TEMPLATE ───────────────────────────── "[Description of activity] (Goal [Number]: [Goal Name from Plan]). [Description of how the activity supported the goal, including participant progress]." REMEMBER ───────────────────────────── • Always use the exact goal number from the participant's NDIS plan • Briefly explain how the activity contributed to the goal • Note any progress toward the goal outcome • If multiple goals were addressed, reference all that apply ─────────────────────────────

───────────────────────────── DEFENSIVE DOCUMENTATION GUIDE ───────────────────────────── WHAT IS DEFENSIVE DOCUMENTATION? ───────────────────────────── Defensive documentation means writing notes that would stand up to any scrutiny — from NDIS auditors, courts, AAT appeals, or complaints. Your notes are legal documents that can be subpoenaed. 7 PRINCIPLES OF DEFENSIBLE NOTES ───────────────────────────── 1. BE OBJECTIVE ❌ "Sarah was agitated" ✅ "Sarah raised her voice, paced the room, and stated 'I'm frustrated'" 2. BE SPECIFIC ❌ "Provided support with daily living" ✅ "Assisted with showering, dressing, and breakfast preparation. Participant required verbal prompts for sequence." 3. INCLUDE CONTEXT ❌ "Participant refused medication" ✅ "Participant declined morning medication stating 'I don't want it today.' Explained benefits and offered alternative time. Participant still declined. Notified coordinator." 4. DOCUMENT ACTIONS TAKEN ❌ "Had a difficult shift" ✅ "Implemented de-escalation strategies including offering space, using calm tone, and redirecting to preferred activity. Participant calmed after 15 minutes." 5. LINK TO GOALS ❌ "Went to the shops" ✅ "Supported community participation (Goal 1) — participant selected groceries independently, building toward goal of independent shopping." 6. INCLUDE QUOTES WHEN RELEVANT ❌ "Participant refused" ✅ "Participant stated, 'I'm not doing that today, leave me alone'" 7. DOCUMENT THE GOOD AND THE BAD ❌ "No issues" ✅ "No incidents to report. Participant engaged well, completed all planned activities, and reported feeling positive about the session." COMMON LEGAL PITFALLS ───────────────────────────── ✗ Writing in first person ("I took Sarah") ✗ Subjective language ("good day", "was angry") ✗ Missing goal references ✗ Vague descriptions ✗ Deleting or overwriting original notes ✗ Notes completed after 48 hours ✗ No supervisor approval ✗ Missing signatures DEFENSIBLE VS NON-DEFENSIBLE ───────────────────────────── NON-DEFENSIBLE: "Took Sarah to shops. She was good today. No issues." DEFENSIBLE: "Supported participant with community access — grocery shopping (Goal 1: Increase independence). Participant independently selected 8 of 12 items from list. When assistance was offered for remaining items, participant stated 'I want to do it myself' and completed task with verbal prompts. Session concluded positively. No incidents to report." REMEMBER ───────────────────────────── Write every note as if it will be read aloud in court — because it might be. ─────────────────────────────

───────────────────────────── NDIS PRACTICE STANDARDS QUICK REFERENCE ───────────────────────────── CORE MODULE — RIGHTS AND RESPONSIBILITIES ───────────────────────────── Standard 1: Rights of participants are respected and upheld • Evidence: Participant consent documented, complaints register maintained • Documentation: Signed service agreements, consent forms, complaint records Standard 2: Participant outcomes are measured and reported • Evidence: Progress toward goals documented, outcomes measured • Documentation: Progress notes linking to goals, goal review summaries CORE MODULE — PROVIDER GOVERNANCE AND OPERATIONAL MANAGEMENT ───────────────────────────── Standard 3: Provider governance and accountability • Evidence: Incident management, risk management, continuous improvement • Documentation: Incident reports, risk registers, audit findings, corrective actions Standard 4: Service delivery and workforce • Evidence: Worker screening, training records, supervision documented • Documentation: Worker files, training certificates, supervision notes CORE MODULE — SERVICE DELIVERY ───────────────────────────── Standard 5: Service delivery meets participant needs • Evidence: Notes match supports claimed, individualised supports • Documentation: Progress notes, incident reports, participant feedback WHAT AUDITORS CHECK IN DOCUMENTATION ───────────────────────────── ✓ Progress notes completed within 48 hours ✓ Notes use objective language only ✓ Every note references specific NDIS goals ✓ Incident reports complete and timely ✓ Supervisor approval evident ✓ Signatures on all notes ✓ Audit trail for amendments ✓ Consistent quality across all workers COMMON COMPLIANCE INDICATORS ───────────────────────────── Pass: All notes objective, goal-referenced, timely, signed Partial: Some notes missing elements, inconsistent quality Fail: Subjective language, missing goals, late notes, no supervisor approval RESOURCES ───────────────────────────── NDIS Practice Standards: ndiscommission.gov.au Quality Indicators: ndiscommission.gov.au/providers/quality-indicators ─────────────────────────────

───────────────────────────── NDIS CODE OF CONDUCT GUIDE ───────────────────────────── THE 6 ELEMENTS OF THE NDIS CODE OF CONDUCT ───────────────────────────── 1. ACT WITH INTEGRITY, HONESTY, AND TRANSPARENCY Documentation must be truthful and accurate. Never omit important information. ❌ "No incidents" when an incident occurred ✅ Document all incidents, even minor ones 2. ACT WITH RESPECT FOR INDIVIDUAL RIGHTS AND FREEDOMS Document participant choices and preferences. ❌ "Made participant do activity" ✅ "Participant chose to engage in preferred activity after being offered options" 3. ACT WITH RESPECT FOR PRIVACY Only document what is necessary. Secure participant information. • Notes stored securely • Access limited to authorised staff • No unnecessary personal details 4. PROVIDE SUPPORTS IN A SAFE AND COMPETENT MANNER Document safety considerations and competence. ❌ "Provided support" ✅ "Followed behaviour support plan, maintained safe environment, used approved de-escalation techniques" 5. PROVIDE SUPPORTS FREE FROM ABUSE, NEGLECT, EXPLOITATION Document any concerns promptly. • Report suspected abuse immediately • Document all notifications made • Follow mandatory reporting requirements 6. PROMPTLY REPORT SERIOUS INCIDENTS Document within 24 hours for reportable incidents. • Include all mandatory fields • Document notifications made • Complete investigation within 60 days HOW THE CODE APPLIES TO DOCUMENTATION ───────────────────────────── ✓ Consent must be documented before service delivery ✓ Participant choices and preferences must be recorded ✓ Any concerns or complaints must be documented ✓ Incidents reported promptly and accurately ✓ Notes are factual and objective (integrity) ✓ Participant privacy is protected in all documentation BREACH INDICATORS (WHAT TO AVOID) ───────────────────────────── ✗ Falsifying notes or backdating entries ✗ Omitting incidents or serious concerns ✗ Including unnecessary personal information ✗ Sharing notes without consent ✗ Notes that don't reflect participant choices ✗ Missing mandatory incident reports REMEMBER ───────────────────────────── The Code of Conduct applies to ALL workers. Your documentation is evidence of Code compliance — or non-compliance. ─────────────────────────────

───────────────────────────── NDIS DOCUMENTATION TERMINOLOGY GLOSSARY ───────────────────────────── A ───────────────────────────── ABN: Australian Business Number — required for NDIS provider registration AAT: Administrative Appeals Tribunal — reviews NDIS decisions ABI: Acquired Brain Injury — type of disability ACAT: Aged Care Assessment Team AEO: Answer Engine Optimization — helping AI tools find answers Aged Care: Services for older Australians Allied Health: Health professionals (OT, PT, Speech, etc.) Appeal: Request to review an NDIS decision Assistive Technology (AT): Equipment helping participants (wheelchairs, communication devices) Audit: Formal review of NDIS provider compliance Audit Pack: Complete documentation set for an NDIS audit B ───────────────────────────── Behaviour Support Plan (BSP): Document outlining strategies for behaviour support Breach: Violation of NDIS requirements BSP: Behaviour Support Plan BSP Practitioner: Qualified professional developing BSPs C ───────────────────────────── Case Note: Documentation of support or coordination activities Code of Conduct: NDIS worker ethical requirements Complaints Register: Record of participant complaints Compliance: Meeting NDIS Practice Standards Continuous Improvement: Ongoing quality improvement process Corrective Action: Steps to fix non-compliance Cultural Safety: Respectful, culturally appropriate support D ───────────────────────────── Daily Living: Supports for everyday tasks (cooking, cleaning, personal care) Defensive Documentation: Writing notes that protect in audits/court De-escalation: Strategies to reduce distress Documentation: Written records of supports delivered DSP: Disability Support Pension E ───────────────────────────── ECEI: Early Childhood Early Intervention Employment Support: Help finding and keeping work Evidence: Documentation proving supports were delivered F ───────────────────────────── FAQ: Frequently Asked Questions Functional Capacity: Ability to perform daily activities Funding: NDIS money allocated to participant plans G ───────────────────────────── GEO: Generative Engine Optimization — optimizing for AI search tools Goal: NDIS plan outcome participant wants to achieve Goal Referencing: Linking progress notes to NDIS goals GP: General Practitioner Guardian: Person legally responsible for participant H ───────────────────────────── High Intensity Supports: Complex supports requiring specialised training Home Modifications: Changes to home for accessibility I ───────────────────────────── Incident: Event causing harm or risk of harm Incident Report: Formal documentation of an incident Independence: Ability to do tasks without assistance Internal Audit: Provider self-assessment of compliance J ───────────────────────────── Job Capacity Assessment: Evaluation of work ability JSA: Job Seeker Assessment K ───────────────────────────── Key Worker: Primary contact for participant L ───────────────────────────── LAC: Local Area Coordinator Legislation: NDIS laws (NDIS Act 2013) Lived Experience: Personal experience of disability M ───────────────────────────── Mandatory Reporting: Required reporting of serious incidents Medication Management: Administering medication safely Moderate Risk: Audit category for some providers My NDIS: NDIS participant portal N ───────────────────────────── NDIA: National Disability Insurance Agency — manages NDIS NDIS: National Disability Insurance Scheme NDIS Act: Legislation governing NDIS NDIS Commission: Regulator for NDIS providers NDIS Practice Standards: Quality requirements for providers Non-Compliance: Failure to meet NDIS requirements Non-Reportable Incident: Incident not requiring NDIS Commission notification O ───────────────────────────── Objective Language: Factual, observable descriptions Occupational Therapist (OT): Allied health professional Outcome: Result of supports delivered P ───────────────────────────── Participant: NDIS customer receiving supports Participant Plan: NDIS document outlining funding and goals Person-Centred: Support focused on participant choice Plan Manager: Manages NDIS funding for participants Plan Review: Regular review of participant plan Positive Behaviour Support (PBS): Evidence-based behaviour approach Practice Standards: NDIS quality requirements Privacy Act: Australian privacy legislation Proactive Support: Anticipating needs before crisis Progress Note: Documentation of support delivered Provider: Organisation delivering NDIS supports PWD: Person with Disability Q ───────────────────────────── Quality Indicators: Measures of quality in NDIS services Quality Safeguards: Protections for NDIS participants R ───────────────────────────── Reasonable and Necessary: NDIS funding criteria Referral: Sending participant to other services Registered Provider: NDIS-approved provider Reportable Incident: Incident requiring NDIS Commission notification Restrictive Practice: Practice limiting rights/freedom Risk Register: Document tracking organisational risks ROI: Return on Investment Roster: Schedule of support workers S ───────────────────────────── Safeguards: Protections for participants SDA: Specialist Disability Accommodation Seclusion: Confining participant alone SEO: Search Engine Optimization — improving search visibility SIL: Supported Independent Living SIL Provider: Supported Independent Living provider SMART Goals: Specific, Measurable, Achievable, Relevant, Time-bound Social Inclusion: Participation in community Specialist Support: Complex support requiring expertise Subjective Language: Opinion-based writing Support Coordinator: Helps manage NDIS plan Support Worker: Delivers direct participant supports SW: Support Worker T ───────────────────────────── Template: Structured document format Third Party: Non-NDIS funded supports Transition: Moving between services or life stages U ───────────────────────────── UDL: Universal Design for Learning Unregistered Provider: Provider not NDIS-registered V ───────────────────────────── VET: Vocational Education and Training Vulnerable Person: Person at risk of harm W ───────────────────────────── Worker Screening Check: NDIS clearance for workers Workforce: NDIS support workers X ───────────────────────────── X-Ray: Medical imaging (in health documentation) Y ───────────────────────────── Yarning: Aboriginal cultural communication practice Youth: Participants under 25 Z ───────────────────────────── Zero Tolerance: No acceptance of abuse or neglect ─────────────────────────────