FOI 24/25-1367 - DISCLOSURE LOG DOCUMENT 3

Escalate an extreme or high risk participant critical incident

SGP KP Publishing

Exported on 2025-05-20 06:38:40

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Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Escalate an extreme or high risk participant critical incident case ………………………….. 6 3.1 Internal stakeholders ……………………………………………………………………………………………. 6 4 Manage an escalated participant critical incident …………………………………………………… 7 5 Draft an executive summary ………………………………………………………………………………….. 8 6 Next steps …………………………………………………………………………………………………………….. 9

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This article provides guidance for a participant critical incident officer to: • escalate an extreme or high risk participant critical incident case • manage an escalated participant critical incident • draft an executive summary.

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1 Recent updates

4 November 2024 Updated wording and instructions to align with current process.

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2 Before you start

You have: • been assigned a participant critical incident case that has been triaged using articles Review and triage a submitted participant critical incident case and Assess the participant critical incident risk level. • reviewed the participant critical incident case using article Review and investigate a participant critical incident case.

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3 Escalate an extreme or high risk participant critical

incident case

3.1 Internal stakeholders

You’ll need to consider if an extreme or high risk PCI case needs to be referred. This might be to Leadership or the Executive Leadership Team (ELT). This might include: • General Manager (GM) Operations and Support – to liaise with the ELT and the Minister’s Office (MO), and to direct Media on what they can release or discuss • Branch Manager (BM) Internal Reviews and Complaints – for visibility and advice • Chief Risk Officer (CRO) – to report on extreme risk cases • Chief Executive Officer (CEO) – for visibility and advice • Media – for visibility • State Manager – for advice and to oversee the Service Delivery Response Alliance (SDRA) • Legal Services – for visibility and advice • Service Delivery – to respond and manage the immediate and ongoing safety of the participant • Complex Support Needs (CSN) – to respond and manage the immediate and ongoing safety of a participant managed by CSN.

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4 Manage an escalated participant critical incident

Managing an extreme or high risk PCI may involve: • seeking further information about the PCI • acknowledging the PCI by emailing the stakeholder or State and National Managers as required • triaging and risk assessing the PCI. Refer to the Assistant Director, Participant Critical Incidents. For all extreme PCIs, send a summary to the CRO via the Director • providing a summary and forwarding this to Director, Participant Critical Incidents. • Director, Participant Critical Incidents notifying relevant Internal Reviews and Complaints BM and GM if required • progressing the incident resolution process • reviewing the priority and next actions in line with information or advice provided by GM or BM • engaging with key personnel in Service Delivery (including State manager), Legal Services, and other areas as appropriate • providing updates to Participant Critical Incidents leadership on the status of extreme PCIs at least daily, and to relevant Executive at least weekly until the PCI case is closed • ensuring the PCI closure progress is documented to the highest standard.

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5 Draft an executive summary

As the PCI officer, you may need to prepare an executive through should the incident meet the Red Rated Criteria. This should then be sent to the Assistant Director, Participant Critical Incidents as soon as practicable. This is for clearance and to progress via email to the Director, BM, and GM to consider next actions. Additional updates and summaries will be provided to the relevant Executive until the PCI is closed.

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6 Next steps

1.   If the PCI case requires a request for action, go to article Manage a participant critical
    incident case request for action.
2.   If the PCI case doesn't require a request for action, go to article Resolve and close a
     participant critical incident case.

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