Responding to and Reporting Abuse, Neglect and Reportable Incidents Procedure
v4.1
Purpose. This procedure gives the step by step response to an allegation, disclosure or observation of abuse, neglect or another reportable incident, and the timeframes for notifying regulators.
1.Immediate response
The worker must make the person safe first, provide or call for first aid or emergency services where needed, and remove the alleged person responsible from contact with the person where it is safe to do so. The worker must not investigate, confront the alleged person or promise confidentiality. The worker will listen, believe and reassure the person.
2.Same day reporting
The worker must phone their coordinator or the on-call line before the end of the shift and must complete the Incident and Hazard Report Form and an entry in the Incident and Hazard Register within 24 hours. The description must state what was seen or heard in the person's own words wherever possible, and must not include opinions about whether it happened.
3.Deciding what is reportable
The coordinator and the Quality and Safeguarding Manager will decide on the day whether the incident is reportable and under which scheme. Aged care clients: unreasonable use of force, unlawful sexual contact, neglect, psychological or emotional abuse, unexpected death, stealing or financial coercion, inappropriate use of restrictive practices and unexplained absence are reportable under the Serious Incident Response Scheme. NDIS participants: death, serious injury, abuse or neglect, unlawful sexual or physical contact, sexual misconduct and unauthorised restrictive practice are reportable to the NDIS Commission. Children: allegations against a worker are reportable under the Reportable Conduct Scheme.
- Serious Incident Response Scheme: Priority 1 within 24 hours, Priority 2 within 30 days
- NDIS Commission: within 24 hours for death, serious injury, abuse, neglect, sexual misconduct and unlawful contact; five business days for unauthorised restrictive practice
- Reportable Conduct Scheme: within three business days of becoming aware
- Child Protection: as soon as practicable where a reasonable belief is formed
- Police: immediately where a crime is suspected
4.Notifying
The Quality and Safeguarding Manager must lodge the notification through the relevant commission portal within the timeframe, record the reference number in the Incident and Hazard Register and inform the Chief Executive Officer. Where police need to be involved, the manager will make the report and preserve any evidence.
5.Supporting the person and the worker
The program manager will offer the person and their family an independent advocate, a change of worker where requested and any medical or counselling support needed. The worker who raised the concern will be offered debriefing. A worker who is the subject of an allegation will be stood down from contact with clients pending investigation, in line with the Fair Work Act 2009 and the enterprise agreement.
6.Investigation
The Quality and Safeguarding Manager will plan the investigation within two working days, interview witnesses, review records and rosters, and reach a finding on the balance of probabilities. Findings, actions and regulator correspondence must be recorded in the register and the incident closed only when all actions are complete.
7.Learning
Every reportable incident will be reviewed at the monthly quality meeting for root cause and system improvements. Trends across incidents must be reported to the Board quality and safeguarding committee each quarter.