steps the agency might take: 1. Reggie could communicate with the agency the situation and ask how could facilitate a dialogue with Alex's parents to address misunderstandings and build a professional relationship. 2. The agency could implement additional training teaching Reggie to be competent and support to help him feel more comfortable in diverse circumstances. 3. In case the agency has no other BCBAs that can replace Reggie they should opt to hire an external BCBA that meet with all the necessary requirements