How incident reporting works on Mable

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

Log in

Begin by logging into your Mable account.

Mable dashboard

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: reportableincidents@ndiscommission.gov.au

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;
- Neglect;
- 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 sirs@agedcarequality.gov.au

FAQs

Mable defines an incident as:

An act, omission, event, or circumstance that causes harm, or could reasonably be expected to cause harm, during or in connection with an arranged service between Users.

You are also required to report incidents of abuse or neglect of a child, an elder or person with a disability to the relevant state authority and to Mable’s Trust and Safety Team as per Mable’s terms of use.

You must report an incident that has occurred (or you have become aware of) during a support session:

That has caused or could reasonably have been expected to cause you or your client physical or psychological injury or discomfort requiring medical or psychological treatment such as:
- Injury.
- Assault (eg, physical or sexual) or unreasonable use of force (eg, hitting, pushing, shoving).
- Psychological abuse (eg, yelling, name calling, threatening gestures) or neglect (eg, withholding personal care, insufficient assistance with meals).
- Unlawful or inappropriate sexual contact, threats or sexual grooming.
  - Grooming is when a person engages in predatory conduct to prepare a child or young person for sexual activity at a later time It can include communicating or attempting to befriend or establish a relationship or other emotional connection with a child or their parent or carer.
- Restrictive practice not in accordance with a behaviour support plan.

Or;

if there are reasonable grounds to contact the police.
if there is a death of a client or unexplained absence from the service.

Examples of other reportable incidents include:

Falls.
Acquired pressure injuries (bedsores).
Wrong/missed medication.
Client taken to hospital for any reason.
Stealing or financial coercion.

It’s important to report an incident as soon as practicable and possible to Mable. If it is a serious incident that falls within a “reportable incident” category for an NDIS participant, it should be reported to the NDIS Quality and Safeguards Commission within 24 hours.

Mable’s Trust and Safety Team will review the incident and contact you within 48 hours, or sooner for more serious incidents.

Depending on the incident’s severity, they will take different steps which may include:

Contacting affected parties to gather more information.
Providing access to support services (including the Employee Assistance Program).
Ensuring continuity of services for a client.
Referral to HMD Insurance Pty Limited to assist with a potential insurance claim.

If a serious incident falling within a ‘reportable incident’ category has occurred, it will be reported to the NDIS Quality and Safeguards Commission.

If a registered disability provider or approved home care provider is connected to the client’s account, Mable will also forward the incident details to them for review and investigation

We understand you may be concerned about how a client or a client’s family will react to the incident report. All support workers have a responsibility to report incidents to meet legislative and regulatory reporting requirements. After you report an incident, Mable is required to inform the reported party of allegations made against them and may not be able to guarantee your anonymity. The Mable Trust and Safety team is available to assist you, however if you have concerns for your wellbeing, we recommend that you contact the Police.

Yes, you can go to the Pending tab in Support Hours, and then edit the “Incident reported” or the “Incident not reported” sections.

You can access access 1-on-1 counselling, through the Mable Wellbeing Platform. This counselling is confidential and available 24/7, at no additional cost.

If you are in any doubt, report the incident or contact us on 1300 73 65 73 or trustandsafety@mable.com.au for assistance. If it doesn’t meet the definition of an incident, the Trust and Safety Team will re-categorise it and provide advice on how best to proceed.

The Australian Government’s NDIS Quality and Safeguards Commission is responsible for regulations relating to incidents affecting NDIS participants. More information, including definitions of types of incident and reporting requirements, can be found here.

The Australian Government’s Aged Care Quality and Safety Commission’s Serious Incident Response Scheme is responsible for regulations relating to aged care services. More information, including definitions of types of incident and reporting requirements, can be found here.

We are launching this feature initially to 20% of support workers on our platform, and eventually expanding this to all support workers.

Please call us on 1300 73 65 73 or email us at trustandsafety@mable.com.au

As well as reporting incidents to Mable, you must report all “Reportable Incidents” (including alleged reportable incidents) that occur (or are alleged to have occurred) in connection with the provision of NDIS supports or services you deliver 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.

It is important to note that these incidents should also be reported to Mable.
Phone number: 1800 035 544
Email: reportableincidents@ndiscommission.gov.au