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NDIS Practice Standard 2: Provider Governance and
Operational Management #

1.0 Purpose #

iSeekSupport will comply with the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018.

It is our objective to maintain an incident management system that covers incidents that consist of acts, omissions, events or circumstances that:

  • Occur in connection with the provision of supports or services to a person with a disability
  • Has, or could have caused harm to a person with a disability.

2.0 Scope #

All staff members are responsible for ensuring the safety of all participants who access our services. All incidents must be reported as per this policy. Management is responsible for ensuring that staff are trained and undertake the NDIS Worker Orientation training module.

3.0 Definitions #

4.0 Policy #

iSeekSupport recognises that many of the participants using iSeekSupport services are at risk of incidents and accidents. Staff are required to encourage participants to report incidents to allow the organisation to improve our practices and inform authorities following this policy.

iSeekSupport’s Reportable Incident, Accident and Emergency Policy and Procedure seeks to:

  • Minimise risk and prevent future incidents through the development of appropriate participant-centred plans, staff training, assessment and review
  • Ensure that there is immediate management of an incident, accident or emergency and that each of these events is prioritised, managed and investigated appropriately
  • Identify opportunities to improve participant support quality by ensuring that the incident system is planned, coordinated, and linked to the quality and risk management systems.

Participants will be provided information in Easy Read format, as required.

The CEO is the delegated officer listed in this policy and will manage, investigate and report all incidents as required. Within this process, the CEO will ensure procedural fairness when dealing with an incident.

iSeekSupport will follow all procedural fairness guidelines as required by the Commissioner.

5.0 Procedure #

5.1 Incident management procedure #

iSeekSupport will establish a procedure that identifies, manages and resolves incidents, as follows:

Step 1. Inform of incident #

The worker to report the incident to the CEO or their direct manager.

  1. The worker completes an Incident Report that identifies and records details relating to the incident, i.e. people, place, time and date.
Step 2. Investigation #

The CEO will determine, from the information provided, if the incident is classified as a reportable incident by the NDIS Quality and Safeguards Commissioner or a different type of incident:

  • A reportable incident must comply with the reportable incident reporting process.
  • iSeekSupport will comply with the National Disability Insurance Scheme (Incident Management and Reportable) Rules 2018.
  • A general incident is an accident with non-reportable injuries.

The CEO will review the details of the incident:

  • People involved.
  • Location.
  • Circumstances.

The outcome, e.g. injury.

The CEO will investigate the incident/accident following the process outlined in the Incident Investigation Form to determine the required information:

  • Primary reasons for the event.
  • Underlying reasons for the event.
  • Immediate actions are required to fix the cause of the event.
  • Preventative actions are required for the future.

Any information learned from incidents/accidents will be incorporated into our continuous improvement cycle to prevent the same incident/accident from recurring in the future.

  • The analysis and investigation of each incident will vary based on the seriousness of the incident.
Step 3. Support participant #

The CEO ensures that the affected participant is supported and assisted:

  • Informing them that they have access to an advocate if the participant does not have an advocate, the CEO can help access an independent advocate
  • Reviewing their health status to assist and support
  • Assessing the environment to ensure their safety and to prevent any recurrence
  • Ensuring their wellbeing and assisting in developing the participant’s confidence and competence so they do not lose any function/s.

The CEO or their delegate will review the incident with the participant and collaborate with the person/s involved to manage and resolve the incident.

Step 4. Analyse incident #

As part of our continuous improvement process, the information gained from an incident is used to amend or implement new practices:

  • When an investigation by a registered NDIS provider is necessary to establish the cause/s of an incident, the effects of the incident and any operational issues that may have contributed to the incident occurring and the nature of the investigation
  • If an incident requires the implementation of corrective action, an appropriate plan will be developed to adjust practices according to the nature of the action required.

The CEO or their delegate will undertake an appropriate analytical process to:

  • Determine the cause of the incident
  • Ascertain if the incident was an operational issue
  • Consider the participant’s perspective, including:
    • Whether the incident was preventable
    • How the incident was managed and reviewed
    • Determining any remedial action required to minimise future impacts and prevent a recurrence.
  • Identify why the incident occurred, e.g. environmental factors, participant health
  • Ascertain if current strategies or processes require review and improvement.
  • Devise new strategies or procedures, if required
  • Plan staff training for any new strategies
  • Implement new strategies
  • Evaluate the success of new strategies.

All Incident Investigation Forms, including the Final Report, must be closed out by the CEO or their delegate and one other iSeekSupport staff member.

Step 5. Incident/accident minimisation and corrective action #

iSeekSupport will risk assess all participants in conjunction with our Risk Management Policy and Procedure.

  • Incident, accident, emergency minimisation and procedures are taught during staff orientation and regular ongoing training sessions.
  • Risks will be identified, and control mechanisms agreed upon with participants.
  • iSeekSupport will consult with participants, and relevant stakeholders, to design specific risk control mechanisms to reduce risk to participants and their environment.
  • The effectiveness of mechanisms will be evaluated via:
    • Participant review processes, including support plan review
    • Participant feedback
    • Case conferencing.
  • Internal and external risk audits.
  • Reviews of policies and procedures.
Corrective actions #

On completion of the incident analysis procedure, any corrective action will be implemented. Each corrective action identified will be evaluated to ascertain the action’s effectiveness, as per our Continuous Improvement Policy and Procedure, i.e. Plan, Do, Check, Act.

Step 6. Informing participants #

iSeekSupport will inform participants, or their advocate, of the outcome/s of the incident, either in writing or verbally dependent on the participant and the situation. Collaborative practice will ensure the participant and their advocate are involved in the incident’s management and resolution.

5.2 Staff training #

iSeekSupport recognises the importance of prevention to ensure our staff and participants’ safety. Our orientation process includes training in r and safety practices, including manual handling, infection control, safe environments, risk and hazard reduction.

Upon commencing employment with iSeekSupport, all staff are trained in organisational incident management processes, including how to report an incident and who to report an incident to the CEO). All staff are given full access to our organisational policies and procedures to provide guidance. A Staff Incident Reference Card is provided to all staff as a guide.

5.3 Reportable incidents #

Staff must report any reportable incident immediately that it becomes evident.

The CEO is responsible for reporting all reportable incidents to the NDIS Quality and Safeguards Commission. Reportable incidents are serious incidents or allegations, which result in harm to any NDIS participant.

As a registered provider, iSeekSupport is required to report serious incidents (including allegations) arising from the organisation’s service provision to the NDIS Quality and Safeguards Commission. Reportable incidents involving NDIS participants include:

  • The death of a person with a disability
  • Serious injury of a person with a disability
  • Abuse or neglect of a person with a disability
  • Unlawful sexual or physical contact with, or assault of, a person with a disability (excluding, in the case of unlawful physical assault, contact with, and impact on, the negligible person)
  • Sexual misconduct committed against, or in the presence of, a person with a disability, including grooming the person for sexual activity
  • The use of a restrictive practice to a participant, other than where the restrictive practice use follows an authorisation (however described) of a state or territory concerning the person or a behaviour support plan.
5.3.1 Reporting roles #

iSeekSupport will establish the following roles and ensure that allocated staff are aware of their responsibilities:

Approved Reportable Incident Approver responsibilities:

  • Authority to review reports before submission to the NDIS Commission.
  • Views previous reportable incidents submitted by their organisation.

Authorised Reportable Incident Notifier responsibilities:

  • Supports the Authorised Reportable Incident Approver to collate and report the required information.
  • Creates new reportable incident notifications to be saved as a draft for review and submission by the authorised Approver.
5.3.2 Reportable incident procedure #

The CEO will review the information and contact the police immediately to inform them of any suspected abuse.

Important note: Information on how iSeekSupport reports abuse against children can be found in our Working with Children Policy and Procedure.

The Approver submits reportable incidents via the NDIS Commission Portal’s My Reportable Incidents page. https://www.ndiscommission.gov.au/providers/ndis-commission-portal:

Complete an Immediate Notification Form and submit it within 24 hours:

  • Approved Reportable Incident Notifier will create for approval.
  • Approved Reportable Incident Approver will approve the report and submit it.

Note: Approved Reportable Incident Notifier may create and submit, as required by the incident’s circumstance.

5-day form to be completed within five days of key stakeholders being informed:

  • Approved Reportable Incident Notifier will create a form for approval.
  • Approved Reportable Incident Approver will approve and submit the form.

Note: Approved Reportable Incident Notifier may create and submit, as required by the incident’s circumstance.

Final Report will be submitted on the due date if requested by the NDIS Commission:

  • Approved Reportable Incident Notifier will create a report for approval.
  • Approved Reportable Incident Approver will approve the report and submit it.

Note: Approved Reportable Incident Notifier may create and submit, as required by the incident’s circumstance.

Assessment of the incident by the CEO, or their delegate, will involve:

  • Assessing the incident’s impact on the NDIS participant
  • Analysing and identifying if the incident could have been prevented
  • Reviewing the management of the incident
  • Determining what, if any, changes are required to prevent further similar events from occurring
  • Recording all incidents and responsive actions taken.

5.5 Documentation #

  • All reportable incident reports and registers must be maintained for seven (7) years.
  • This policy is to be reviewed on an annual basis or when legislation changes occur.
  • All participants, families and advocates are informed of this policy.
  • All staff are trained in the procedures outlined in this policy.
  • Training details are recorded in each employee’s personnel file.

iSeekSupport Policy and Procedure – Published 09.02.2022 #

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