Incident Management Policy 

1. Purpose

This policy outlines the approach of Careify Support Services to incident management, ensuring all incidents—particularly those involving participants—are responded to appropriately, documented, managed, and reported in line with the NDIS Quality and Safeguards Commission requirements.

2. Scope

This policy applies to all Careify Support Services employees, contractors, volunteers, and any other individuals engaged in delivering NDIS supports and services.

3. Policy Statement

Careify Support Services is committed to ensuring the safety, dignity, and rights of all participants. We recognize the importance of a robust incident management system that fosters a proactive culture of safety, transparency, learning, and continuous improvement.

4. Definitions

– Incident: An act, omission, event, or circumstance that has occurred in connection with the provision of support or services and has, or could have, caused harm to a person with disability.

– Reportable Incident: A serious incident as defined by the NDIS (Incident Management and Reportable Incidents) Rules 2018 that must be notified to the NDIS Commission, including but not limited to:

  – The death of a participant

  – Serious injury of a participant

  – Abuse or neglect of a participant

  – Unlawful sexual or physical contact

  – Sexual misconduct

  – Use of restrictive practice not in a participant’s behaviour support plan

5. Responsibilities

– Direct Support Workers and Staff: Must report all incidents immediately to their line manager and complete an Incident Report Form.

– Managers/Supervisors: Ensure incidents are reviewed, actions taken, and reportable incidents are notified to the NDIS Commission within required timeframes.

– Nominated Person (e.g. Director or Compliance Officer): Responsible for maintaining the incident register, notifying the Commission, overseeing investigations, and ensuring corrective actions are implemented.

6. Procedure

6.1 Responding to an Incident

– Ensure the safety and well-being of the participants(s) involved.

– Provide immediate medical or psychological support as required.

– Notify emergency services if necessary.

6.2 Reporting an Incident

– Staff must complete the Incident Report Form as soon as possible and within 24 hours.

– All incidents are reported to the supervisor or manager.

6.3 Managing the Incident

– The manager or delegated person investigates the incident to determine cause, contributing factors, and impact.

– Identify and implement corrective and preventative actions.

– Update the Incident Register with all relevant information.

– Review with the participant (or their representative, if appropriate) to discuss actions taken.

6.4 Reportable Incidents

Careify Support Services will notify the NDIS Commission:

– Within 24 hours of becoming aware of the reportable incident.

– Using the NDIS Commission Portal.

– Follow up with the required documentation, updates, and final report as per the Commission’s directions.

6.5 Review and Continuous Improvement

– Regularly review incidents for trends and systemic issues.

– Conduct annual audits of incident data.

– Include incident learnings in staff training and service planning.

7. Record Keeping

– All incident reports and documentation will be securely stored in accordance with privacy laws and retained for 7 years.

– Only authorised personnel may access incident records.

8. Participant Involvement

– Participants are informed of their right to report concerns or incidents.

– We support participants to understand and access advocacy or complaints processes.

– We will involve participants in the resolution of incidents wherever possible and appropriate.

9. Training

– All staff receive training during induction and refresher training annually on:

  – Recognising and responding to incidents

  – Incident reporting obligations

  – Reportable incidents and NDIS requirements

10. Related Documents

– Incident Report Form

– Incident Register

– Risk Management Policy

– Participant Rights and Safeguards Policy

– Complaints Management and Resolution Policy

11. Legislative and Standards Framework

– NDIS Act 2013

Legislation, rules and policies | NDIS Quality and Safeguards Commission

– NDIS (Incident Management and Reportable Incidents) Rules 2018

NDIS Code of Conduct | NDIS Quality and Safeguards Commission

– NDIS Practice Standards: Incident Management

Managing and reporting incidents | NDIS Quality and Safeguards Commission

– Privacy Act 1988

Privacy Act 1988 – Federal Register of Legislation