Sometimes, support sessions may not go to plan and incidents may occur while you’re providing support.
Our platform gives independent support workers an opportunity to consider whether an incident may have occurred during a support session, and, if so, an online incident reporting form.
We know it can be tricky though knowing what an incident actually is, so we also give you a clear definition and examples of what an incident is.
If you are reporting an incident, you’ll receive step-by-step instructions, with our Trust and Safety Team available for any further questions.
How workers can report an incident on Mable
Begin by logging into your Mable account.
- Once you’ve logged in, select “Support Hours.”
- Then select the client you want to add Support Hours for.
- Select the New Support Hours tab from here and enter your session’s details
Below the optional Attachments section, you can consider whether to report an incident that may have happened during the session. We also share definitions and examples of incidents for your understanding.
If you select Yes, you will be requested to complete an Incident Report, with the following information:
- Date of incident
- Time of incident
- Location of incident (optional)
- Who was involved (optional)
- What happened before the incident (optional)
- What are the details of the incident
- What immediate actions did you take
- What injuries or damage occurred as a result of the incident (optional)
- Did you take any steps to minimise the chance of this incident occurring again (optional)
- List details of any witnesses including contact numbers if known (optional)
- Who else have you notified about this incident? (optional)
- Do you want to share the incident details with your client?
- If your client has a provider organisation, have you reported this incident to them?
Once your report is complete, select Done and you’ll have the opportunity to review your notes and report before submitting them.
If you select No when asked to report an incident, you’ll head straight to the final page for review and submission to Mable.
Once your incident report is submitted, our team will review the information within 48 hours and may contact you for further details.
While your notes and report are pending approval, you may edit them through our platform.
NDIS “Reportable Incidents”
As well as reporting incidents to Mable, you must report all “Reportable Incidents” to the NDIS Quality and Safeguards Commission within 24 hours of the incident occurring.
Reportable incidents are serious incidents or alleged incidents which result in harm to an NDIS participant and occur in connection with NDIS supports and services. Specific types of reportable incidents include:
- The death of a person with disability. Serious injury of a person with disability.
- Abuse or neglect of a person with disability.
- Unlawful sexual or physical contact with, or assault of, a person with disability (excluding, in the case of unlawful physical assault, contact with, and impact on, the person that is negligible).
- Sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity.
- The use of a restrictive practice in relation to a person with disability, other than where the use is in accordance with an authorisation (however described) of a State or Territory in relation to the person or a behaviour support plan for the person.
Phone number: 1800 035 544 Email: firstname.lastname@example.org
Serious Incident Reporting Scheme (‘SIRS’) Reportable Incidents – Aged Care
If you are providing services to aged care consumers (Consumers), you must ensure you are aware of your requirements under SIRS to assist Approved Providers to fulfil their obligations to report reportable incidents to the Aged Care Quality and Safety Commission (Commission).
Reportable Incidents are those that:
- Occur in connection with the provision of care or services;
- Have caused harm to a Consumer; and
- Are one of the Eight Types of Reportable Incidents for home services, which include:
- Unreasonable use of force;
- Unlawful sexual contact or inappropriate sexual conduct;
- Psychological or emotional abuse;
- Unexpected death;
- Stealing or financial coercion;
- Inappropriate use of restrictive practices; or
- Missing Consumers (this is intended to capture situations where a provider has the Consumer in their physical care immediately prior to their absence. It is not intended to require notification to the Commission when a provider arrives for a scheduled visit and there is no reason to be concerned about their absence, or where a Consumer leaves their home whilst, for example, home maintenance services are provider).
Reportable Incidents must be reported to the Commission. They are classified as “Priority 1” or “Priority 2” Reportable Incidents. If either of these incidents occur during your support session, you must notify Mable’s Trust and Safety Team as soon as possible, so that they can notify the Approved Provider for the Consumer. This is due to the fact that if an Approved Provider becomes aware of a Reportable Incident and has reasonable grounds to believe that the incident is a Priority 1 Reportable Incident, it must notify the Commission within 24 hours of becoming aware of the Reportable Incident. Where required, these incidents must also be reported to the Police.
A “Priority 1” Reportable Incident is an incident:
- That is an unexpected death of a Consumer;
- That caused (or reasonably have been expected to cause) a Consumer physical or psychological injury or discomfort that requires medical or psychological treatment to resolve;
- Where there are reasonable grounds to report the incident to Police;
- Involving unlawful sexual contact or inappropriate sexual conduct inflicted on a Consumer; or
- Where a Consumer goes missing in the course of provision of home services.
A “Priority 2 Reportable incident is an incident that does not meet the criteria for a Priority 1 Reportable Incident, but is listed above as one of the Eight Types of Reportable Incidents. These incidents must be reported to the Commission by the Approved Provider for the Consumer within 30 days of it becoming aware of the incident.
For further information in relation to SIRS in Home Service, including examples of Reportable Incidents, please refer to the following website: https://www.agedcarequality.gov.au/sirs/sirs-home-services.
If you have a Serious Incident Response Scheme (SIRS) enquiry, you can:
- Call the Commission on 1800 081 549 between 9:00 am and 5:00 pm (AEST) Monday to Friday, or between 8:30 am and 5:00 pm (AEST) Saturday and Sunday
- Email the Commission at email@example.com