Definition A Critical Client Incident is an event (or alleged event) that occurs as a result of, or during the delivery of services directly provided or funded by DCSI, and has caused or is likely to cause significant negative impact to the health, safety or wellbeing of a client or service recipient. Critical client incidents will usually require a crisis response, incident management, coordination and consideration of a range of risks and sensitivities. Critical client incidents may include (but are not necessarily limited to):
•The unexpected death, serious injury or alleged assault (including physical, sexual abuse, sexual assault and indecent assault) of a client, that occurs as a result, or during the delivery, of services
•Allegations of serious unlawful or criminal activity or conduct involving an employee, a subcontractor or volunteer that has caused, or has the potential to cause, serious harm to clients
•An incident where a client assaults or causes serious harm to others (including employees, volunteers or contractors), as a result, or during the delivery, of services
•A serious fire, natural disaster, accident or other incident which will, or is likely to prevent, service provision, or which results in closure or significant damage to premises or property, or which poses a significant threat to the health and safety of clients.
Guide to immediate response- Ensure the safety and well-being of your clients, staff, volunteers and others
This may involve calling an ambulance, police or administering first aid.
- Report the incident to your team leader or line manager
Advise your line manager either face-to-face or by phone.
- Appoint a critical client incident manager
The Critical Client Incident Manager is usually appointed by the Chief Executive, and works at management or senior level in your organisation. They are the lead contact in relation to the incident and responsible for managing incidents until conclusion. Once appointed the manager needs to:
a)Assess the severity of the incident, according to the definition and determine if a critical client incident.
b)Inform the clients’ family, advocates, guardians and others about the incident. This may include the client’s carer, guardian, Public Advocate or Public Trustee about the incident. Other service providers and case managers should also be contacted if known to your organisation.
c)Report the incident to the appropriate organisations and authorities. This may include SAPOL, CARL, SafeWork SA, LGA licensing authority, Coroner‘s Office, your organisation’s funder, insurer or other relevant bodies. The information should include: When it occurred? Where it took place? Who was involved? What occurred? What steps were taken and proposed next steps?(via email/phone within 24 hours)
Guide to follow up- Provide a report to your organisation’s Chief Executive using your organisation’s report template. (within 5 working days) Once finalised and accepted proceed to step 2.
- Send a copy to SAPOL, CARL,Office for Public Integrity, SafeWork SA, LGA licensing authority, Coroner‘s Office, your organisation’s funder, insurer or other relevant bodies.(within 5 working days)
NOTE: When incidents are closed, analysis is undertaken to consider how to prevent future incidents, identify potential risks and adopt improvement strategies.
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