FAQ - For Parents

List of Questions:

  1. Why Choose New Start Transports?
  2. What kind of staff will be used by NST to transport my child?
  3. What is a transport intervention?
  4. Is NST licensed?
  5. Where does NST transport to?
  6. What can I send with my child?
  7. Does NST utilize restraints to transport?
  8. What are some examples of when the use of restraint may be necessary during a transport?
  9. Will NST or its employees lie to my child?
  10. What will your employees discuss with my child?
  11. What should I do if we have other children in the home?
  12. Will my child be allowed to smoke during the transport?
  13. Will my child be allowed to use the telephone?
  14. What if my child attempts to run?
  15. When will NST contact me during the transport?
  16. Can we write our child a letter?
  17. What if my child does not want to cooperate with the transport?
  18. What if my child attempts to run away during the transport?
  19. What if my child is not present at the scheduled time of pick-up?
  20. What is the cost of employing NST's adolescent services?

Q: Why Choose New Start Transports?

A: Most of our clients use New Start Transports (NST) because of (1) our business qualifications, (2) our reputation, (3) their comfort level with NST, and (4) a referral. Entrusting a service to transport a parent's most valuable possession, their child, is not easy. In fact, it may be one of the most difficult decisions a parent has to make. A parent wants to be confident that the company and its employees are professionally accredited, protected, and cleared to provide this service. NST provides the most thorough background check clearances and training currently available. In addition to our qualifications, NST takes professional responsibility for their employees by training and clearing each employee upon hire.

Additionally, NST was founded by Clinton Hardy, a former participant of two youth treatment programs, his brother Jacob, a former participant of a wilderness program, and their parents. Their personal experience has allowed NST to offer a unique perspective to the transport intervention and treatment program industry, emphasizing NST's core values of integrity, compassion, and respect to the families and children they serve.

Q: What kind of staff will be used by NST to transport my child?

A: NST does not use independent contractors. In an effort to secure the greatest protection for our clients, all transport interventionists are employees of NST. All employees must pass a thorough state and federal seven-year history criminal background check. Employees must also pass a driving record check and drug test before hire. Employees in California must be cleared and registered with TrustLine. All transport employees are trained in the Nonviolent Crisis Intervention (NCI) as taught by the Crisis Prevention Institute (www.crisisprevention.com). Additionally, employees participate in regular training of the New Start Transports Intervention Process and its related procedures. NST conducts regular evaluations of its employees and their performance to ensure the most caring and trained employees are available to our clients.

Q: What is a transport intervention?

A: A transport intervention is a safe option that a parent or guardian have when they are considering placing their child into a wilderness, residential, or other type of youth program. This intervention is most commonly considered for youth who are treatment resistant; however, it can also be beneficial for youth entering treatment willingly but need extra support and encouragement. The purpose of the intervention itself is not to solely transport youth but also allows the child to more effectively transition from the parents to the program. The involvement of a professional intervention service can greatly increase the willingness and openness of a teen when they arrive at the program.

Q: Is NST licensed?

A: Yes. NST carries a Utah business license and has LLC incorporation. However, parents should be notified that while NST is a licensed business, a specific license does not exist for transporting youth into treatment programs nor has a method been developed to regulate transport services. With this in mind, it is especially important for parents to do their due diligence in researching and choosing a transport intervention service.

Q: Where does NST transport to?

A: NST transports to a variety of reputable wilderness, therapeutic, residential, and related treatment programs throughout the United States and, in some cases, abroad. NST knows that a placement decision is critical not just to the family but also to the child. Therefore, we will not transport a child to a program or facility that we do not feel comfortable supporting.

Q: What can I send with my child?

A: The youth program should most likely provide you with an itemized list of things that your child will need. In some cases, the program will not require that your child bring anything as they will provide everything needed. NST recommends that you only pack a small carry-on sized bag with a limited amount of items for the transport. If additional items are needed, NST suggest shipping the items to the youth program prior to or after the transport. We recommend this action in order to ensure that NST and its employees can focus on just your child throughout the transport. Employees needing to carry and check luggage may greatly increase the risk and possibility of incident. In the event that your child will only need transportation by car, parents can give NST's employees the program-required luggage beforehand. NST does not recommend sending any valuables, money, or documents that are not needed for the transport. Medication and any applicable forms of ID should be packed in a separate zip locked bag and handed separately to the transport employees. Any paperwork that is not for NST should be in a sealed envelope and separate from any NST paperwork.

Q: Does NST utilize restraints to transport?

A: The safety and dignity of your child is the primary focus and concern of NST and its employees. The topic of restraint and the use thereof is very controversial. NST believes that regular use of such mechanisms hinders the ability to effectively transition a child into treatment. It is good to remember that NST is not a law enforcement agency, but a professional team of interventionists whose sole concern is the safety and well-being of your child. While some youth may be involved in criminal activity, NST views each child as a client to be treated with the same level of integrity and respect as any other child. With this in mind, it is not in the NST's standard operating procedures to utilize mechanical restraints during the transport process. Nevertheless, in the event that safety or the situation necessitates the use of restraints, NST does have an operating procedure to utilize such. NST gives parents the option to refuse any procedure of which they do not feel comfortable. NST also provides professionally qualified and trained employees who are very effective in their ability to communicate and work with youth. Therefore, many situations that would require restraint by a police officer can often be handled by NST's employees without the use of restraints. For more clarification, please contact the NST office at 877-258-2423.

Q: What are some examples of when the use of restraint may be necessary during a transport?

A: Punishment, frustration, and intimidation are never justifiable reasons for restraint. A child resisting or attempting to run are also not justifiable reasons. Safety and law enforcement are the only two reasons that NST incorporates restraint. If restraints will allow greater safety for your child, then their use may be considered. They also may be used if a law enforcement officer requires it. An example of how restraints can enhance safety is if NST is picking up a child that is currently intoxicated or on a drug that may be increasing their level of physical resistance, preventing NST from effectively communicating with the child. In reference to law enforcement, in some extreme circumstances, a child's actions at the airport may cause police to require the child to be in restraints. Although very rare, if such is required, restraints can be used so as not to hinder NST's ability to provide transport by air. For any additional clarifications and examples, please contact the NST office at 877-258-2423.

Q: Will NST or its employees lie to my child?

A: NST believes in treating each child with integrity. NST will always be honest with your child and never lie or make false promises to gain their cooperation during the transport. Honesty is a vital principle, allowing NST to effectively work with a child. Most youth can perceive dishonesty and deception. These practices more commonly hinder the safety and success of a transport. Additionally, lack of honesty prevents NST from being able to transition and prepare the child for their arrival to the program.

Q: What will your employees discuss with my child?

A: Effectively communicating the appropriate amount of information at the appropriate time is another fundamental aspect of the transport process. Based on pre-assessing the needs and other circumstances unique to the child prior to the transport intervention, NST will determine the amount of information that will be offered. Most commonly, information is only withheld until the child and NST's employees have left the pick-up location. Information that is withheld is done solely to allow the child to be in a better emotional state to understand the details. If the child asks for more information than we are able to provide at a given time, NST employees will simply advise the child that they will answer all of their questions once they are on their way.

NST has an open door policy of communication throughout the remainder of the transport. NST will openly and honestly answer all of the questions we can; however, we will never answer questions to which we have little or no information. Most commonly, NST will try to discuss common interests with your child to lighten the mood and to gain rapport with your child.

Q: What should I do if we have other children in the home?

A: NST recommends that only the child's parents participate in the intervention. If it is possible to make arrangements for your other children to be somewhere else at the time of pick up, this is normally the best solution. However, NST understands that it is not always possible to have the other children out of the home. If you have confidence that your children won't interfere with the intervention, parents can inform them beforehand. If you are unsure or cannot trust that your other children won't interfere, NST recommends the following:

  • Have one parent go into the other siblings' room(s) while the other parent directs NST employees to the child receiving the transport intervention.
  • After the parent leaves this child's room, go to the other siblings' room(s) to comfort and inform them about what is happening.

It is common for NST to transport a child outside the home without waking the other siblings. Therefore, parents are given the discretion when their children should be aroused and informed. It is important that parents understand that neither NST nor its employees are responsible for the other children, family, or friends in the home.

Q: Will my child be allowed to smoke during the transport?

A: NST will not purchase, provide, or facilitate the use of tobacco for any of its clients. A client must be of the legal age to both smoke and purchase tobacco. If this is a serious concern, please contact the NST office and we can discuss possible alternatives.

Q: Will my child be allowed to use the telephone?

A: NST will not allow a child to use the telephone unless it has been pre-approved by their parents and NST's office. While it is very rare that a child is permitted to use the phone, NST is always willing to consider the child's best interests. Therefore, on occasion, NST has facilitated a phone call based on the request and approval of the child's parents.

Q: What if my child attempts to run?

A: Once NST has begun the transport intervention, it is our policy to be within arm's length of your child until they arrive to the program. NST transport interventionists will be supervising and monitoring your child's level of anxiety and comfort throughout the transport. Giving children our full attention is the best way to prevent them from attempting to run. Additionally, NST travels as intervention teams comprising of at least two employees. Traveling in this manner is critical in ensuring the proper supervision and security of your child. Still, NST believes that the best way to prevent running is to plan and prepare ahead. Based on our initial assessment of a child, including the parents' concerns and requests, NST can consider travel options and coordinate a prevention strategy specific to your child. NST has a 100% success rate in all of its transport interventions.

Q: When will NST contact me during the transport?

A: Parents will always have a way to make contact with NST and its employees throughout the transport intervention. The parents will not only have the NST office phone numbers, but also the direct cell phone of the lead transport interventionist. Still, NST recommends that parents avoid making contact with the transport team during the intervention. All calls should be directed to the NST office staff. The lead transport interventionist will contact and update the parents throughout the transport at pre-determined times. If there are significant travel delays or issues throughout the transport, parents will be immediately contacted. Trusting the care of your child to NST may not be easy, but we ask for each parent's trust and confidence to allow our transport team to give the necessary attention and focus to your child.

Q: Can we write our child a letter?

A: NST encourages parents to write a letter to their child prior to the transport. A letter is an effective way to communicate feelings and love to a child during a transport intervention. To increase a child's openness to the letter, NST will let the child have it after their anxiety has leveled out. NST encourages parents to keep their letter positive and to avoid topics that may increase a child's anxiety.

Q: What if my child does not want to cooperate with the transport?

A: NST specializes in providing safe and caring support to at-risk adolescents who are or may be resistant to treatment. Aside from our employee's crisis intervention expertise and approach, most youth respond much differently with NST than they would with their parents. This is based on a number of factors but, ultimately, a child will be less comfortable and experienced attempting to manipulate and act out in the presence of those to whom they are not familiar. This is one of the reasons why parents should excuse themselves from the intervention when their child's anxiety or resistance levels begin to increase. NST takes a third party approach to the intervention, allowing us to intervene more safely and with fewer incidents than the family or the youth treatment program. Unless otherwise indicated by the parents, NST and its transport employees are always anticipating resistance throughout the intervention and will always have an intervention plan in place prior to initializing the transport process.

Q: What if my child attempts to run away during the transport?

A: Throughout our years of experience, NST has found that flight attempts are the most common form of physical resistance that a child may display throughout the course of a transport intervention. Prior to the transport, our employees always have a strategy in place involving the pick-up location, travel arrangements, athleticism of employees, and other factors. Tailoring a specific strategy to the individual circumstances better ensures that the likelihood of a run attempt is as low as possible while still extending the dignity and respect toward the child. From the moment your child is first introduced to NST to when he or she is safely released to the youth program of choice, transport employees will always be within arm's length. For parents who are still concerned about the likeability of a run attempt, please contact the NST office directly at 877-258-2423 for a more personalized and detailed response.

Q: What if my child is not present at the scheduled time of pick-up?

A: NST will always have a secondary strategy if the child is not present at the scheduled time of pick-up. While NST does not recommend scheduling a transport intervention when the whereabouts of a child may be unknown, we do understand that unforeseen incidents occur. NST is prepared to provide the necessary support in these situations. If parents are concerned about the unpredictability of their child, they should be in communication with the NST intake representative during the initial transport assessment. Communicating concerns will allow for a more secure plan and greater preparation for both the parents and the transport team.

Q: What is the cost of employing NST's adolescent services?

A: NST's fees and services are all inclusive. They include, but are not limited to: airfare, car rentals, lodging, food, miscellaneous travel expenses, and all the other professional fees associated with NST. NST's services are inclusive for the convenience of our clients and to ensure the management of safe and efficient travel arrangements. Because of the constantly changing variables in NST's expenses, our fees vary with each client. Please view our pricing page for a more detailed summary and email or call NST's office at 877-258-2423 if you have questions.

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