Incident Management

During the process of service delivery, different types of events may occur which affect you. Events may have a positive, negative or neutral influence on you. Some of these events will meet the definition of a ‘participant incident’.

If an incident occurs your health, safety and well-being and other involved parties are paramount. Appropriate incident response is critical. This includes:

Immediate response

This involves ensuring the immediate safety, health and wellbeing of participants and other involved parties, obtaining medical attention, notifying the Police and other emergency services as appropriate, preserving evidence, accessing specialist victim and support services as required and contacting the nominated key support person.

Ongoing support

These responses involve supporting participant wellbeing by ensuring a safe and secure environment, whilst also providing and managing any rehabilitation, counselling or other support they may need in the future in response to the incident

Reportable Conduct Scheme

When an incident involves misconduct by a staff member to a child, service providers must consider requirements under the Reportable Conduct Scheme to notify the Commission for Children and Young People.

Our Action Plan for Incident

All actions to manage and respond to an incident will be undertaken in a way that is respectful of the person, culturally appropriate, and empowers individuals to make their own choices and decisions wherever possible.

Actions taken by Delightful Home Care Service PTY LTD in response to an incident will include the participant, or key support person acting in the participant’s interests, in the following activities:

recognising and acknowledging the impact of the incident on the participant
assuring the participant that the incident will be taken seriously and dealt with in a fair and equitable manner
educating participants about their rights and considering their wishes
keeping the participant informed of the progress, outcome and any follow-up of incidents
identifying an advocate or key support person if appropriate, and keeping them informed throughout the process
involving the participant in the process of reviewing or investigating the incident, including the opportunity to provide their account of what happened, with communication support if required
ensuring the participant has the opportunity to provide feedback on the response to the incident
ensuring that personal and sensitive participant information is appropriately managed and secured to mitigate the risk of privacy breaches.