1. POLICY

At PlanSense Plan Management, we are committed to ensuring the health, safety, welfare, and well-being of our clients. We fulfill our professional and legal responsibilities by handling incidents in the following manner: 

1. 1. • Identification and Recording:
        • All incidents are promptly identified and recorded. 
      • Assessment:
        • Incidents are assessed to determine corrective and harm minimization strategies. 
      • Investigation:
        • Necessary incidents are investigated, ensuring a thorough understanding. 
      • Timely Follow-up
        • Follow-up is conducted promptly to ensure satisfactory outcomes. 
      • Compliance:
        • Actions are aligned with legislative and funding body requirements, including the NDIS Quality and Safeguards Commission guidelines. 

2. OUTCOMES

Our focus is on achieving positive outcomes: 

1. 1. • Risks are identified and managed to eliminate or minimize adverse events. 
      • The impact of incidents is minimized, ensuring satisfaction among clients and stakeholders. 
      • Workers involved are aware and accepting of outcomes. 
      • There is minimal recurrence of incidents. 
      • PlanSense’s management team is informed about risks, incidents, and actions taken. 

3. DEFINITIONS

• • • Incident: An event or situation that could have resulted in harm to an individual or the business. 
    • Accident: An event or situation that resulted in harm to an individual or damage to equipment. 
    • Risk: Something that could potentially lead to an incident or accident. 

4. RELATED POLICIES AND PROCEDURES

• • • Feedback and Complaints Policy and Procedures 
    • Risk Management Policy 
    • Risk Management Register 
    • Incidents and Complaints Register 
    • Incident and Complaint Report Form 

5. PROCEDURES

1. 1. Identifying Incidents
      • Not all incidents are obvious; staff are educated to better identify potential incidents. 
   2. For all incidents
      • Management is notified of all incidents. 
      • Incidents are recorded in the Incidents and Complaints Register. 
      • Actions include providing support, management consideration, and risk assessment. 
      • Evaluation at the incident’s conclusion ensures satisfaction and identifies system improvements. 
   3. Incident Investigations
      • Formal investigations are conducted for reportable incidents or those with litigation potential. 
      • An Incident and Complaint Report form documents investigations. 
   4. Outcomes
      • Outcomes may involve staff training, policy reviews, and agreements on risk acceptance.
   5.  Follow-up / Review
      • Actions are monitored until incidents are satisfactorily concluded. 
      • Incident reports are kept for 7 years. 
   6. Participant Incident/Jury
      • Immediate response to needs, contacting emergency services if necessary, and notifying management. 

6. MANDATORY REPORTING OF SUSPECTED INCIDENTS OF HARM

Group A – All NDIS Participants: Reportable incidents are serious events causing harm in connection with NDIS supports and services. 
Group B – All children aged from birth to 18 years: Specific requirements for children, including immediate reporting if there’s imminent risk. 

7. TRAINING WORKERS ON INCIDENT MANAGEMENT

• • All staff receive training on Incident Management, including mandatory reporting. 

8. APPENDIX A: NDIS PROCESSES FOR REPORTING INCIDENTS

• • See NDIS Quality and Safeguards Commission for reporting requirements, timeframes, and forms.