NDIA Accountability Project

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Manage participant critical incident case request for action

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DOCUMENT 4

FOI 24/25-1367 - DISCLOSURE LOG

Manage participant critical incident case request for action

SGP KP Publishing

Exported on 2025-05-20 06:36:20

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Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Create and assign a request for action case…………………………………………………………… 6 3.1 High Risk RFA Monitoring Task …………………………………………………………………………….. 7 3.2 Manage a request for action case ……………………………………………………………………… 7 3.3 Review the request for action response ………………………………………………………………….. 8 4 Next steps …………………………………………………………………………………………………………….. 9

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This article provides guidance for a participant critical incident officer to:

  • create and assign a request for action case
  • manage a request for action case
  • review the request for action response.

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1 Recent updates

5 May 2025
Added additional step for task creation for high risk RFAs. Updated links for RFA contact list.

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2 Before you start

You have reviewed and investigated the participant critical incident case using article Review and investigate a participant critical incident case.

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3 Create and assign a request for action case

As the participant critical incident (PCI) officer assigned as the case owner, you will determine if the PCI case requires further action from another business area. You should consult your line manager or senior complaints officer (SCO) if you need advice or support.

If it does require further action, create a request for action (RFA) case for each relevant business area. You will then monitor the case for timely responses so you can resolve the case.

Complete the following steps in PACE:

  1. Navigate to the PCI case.
  2. Select the Manage RFAs tab and select New RFA.
  3. Complete all required fields and any relevant fields where possible.
  4. At the RFA Summary field, enter a one sentence description of the PCI. This could include:
    • A participant act of self-harm
    • Concerns of neglect to the participant
    • A child participant at risk of requiring accommodation outside the family home.
  5. Select the appropriate options from the Action Taken Prior checklist, if any are applicable.
    • Note: If you selected any options in the Action Taken Prior list, provide further information in the Action Taken (details and outcome) field.
  6. At the Incident summary and context field, provide further details about the PCI’s circumstances. This is to give context to the staff member who will respond to the RFA. Only include directly relevant details and factual notes. Don’t make any assumptions.
  7. At the Requested Action field, include a list of actions the business area needs to take. Be clear, concise, and direct with the actions you request and what you expect in their response.
  8. Complete the Internal Acknowledgement Date, Response Due, and Resolution Due date fields based on the PCI’s risk assessment. If you are unsure what dates to use, consult with your line manager or senior complaints officer (SCO) for support.
  9. Select the correct area from the Business Unit Assignment drop-down list. This will depend on the participant’s streaming or the actions required.
  10. Select Create.
  11. On the Confirmation screen, there will be a hyperlink reading Click here to open the new RFA case that will open the newly created RFA case in a new tab, so it can be assigned to the appropriate PACE queue
  12. When you create a RFA in PACE, you need to add the risk level and the PCI theme to the subject line before assigning to a queue for action. In the Subject field, enter the Risk Rating and Theme of the PCI and if relevant, Trigger Warning. Examples below:
    • RFA PCI High Risk Self Harm
    • RFA PCI Physical Conduct or Assault

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  1. In the Request for Action case tab, click the Change Owner icon under the Case Owner heading on the top of the screen, and reassign the RFA case to the correct PACE queue for actioning. To determine the appropriate queue for the RFA case, go to the RFA Contact List.xlsx (53KB) on the Intranet.
    • Note: please ensure you are reassigning the RFA case only and not the parent PCI case. Other business areas will not be able to open or adjust the PCI case which will cause delays.
  2. Once the RFA has been assigned to the correct queue, you can close the Request for Action tab.

To create another RFA, repeat the above steps. You must resolve all RFA cases before resolving the PCI case.

To attach a document to a PCI case, go to article Attach a document to a participant critical incident case.

Note: You may need to send a manual RFA case from the PCI mailbox. For example, because there is no PACE Queue for that business area. In this situation, you must attach the email as Documents to the PCI case in PACE. You must also create a Log Activity to reflect the attached document. To learn more, go to article Log an activity or internal note.

3.1 High Risk RFA Monitoring Task

In instances where the RFA is considered to be High Risk, PCI Officers must open a monitoring task to follow up with the appropriate business area to ensure actions are completed within the required timeframe to mitigate risk.

Once the RFA has been created and assigned as above, return to the PCI case to create a Task:

  1. In the right hand sidebar under the Activity heading, select the New Task tab on the far right
  2. In the Subject dropdown, select the Other option
  3. In the Due Date field, enter the date that corresponds with the due date of the RFA
  4. Ensure the case number in the Related To field matches the PCI case, not the RFA
  5. Tick the checkbox for Reminder Set
  6. In the Comments field, enter a brief description of the task as a reminder to follow up on the RFA case
  7. Select Save.

This will add a task to the PCI case that is assigned to the PCI Officer, and will show on their Home Screen in PACE on the due date. PCI Officers are responsible for managing their own tasks, as these aren’t included in PCI reporting on the dashboard.

3.2 Manage a request for action case

When you create the RFA case, the status will be New. It will update to In Progress when you assign it to the relevant business area.

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The new case owner from the relevant business area assigned to the RFA case by the PCI officer will:

  • accept the RFA case in PACE
  • investigate issues identified by the PCI officer
  • complete the required actions
  • Route the PCI RFA case back to the PCI Officer.

Learn more about this process in article Progress a participant critical incident request for action.

Note: The RFA case should automatically return to the appropriate PCI officer. In some situations, it may be assigned to the Participant Critical Incident Queue. If this occurs the PCI admin support officer will then assign the RFA case to the original PCI case owner. This will be as a part of their triage and queue monitoring processes.

3.3 Review the request for action response

  1. To review the RFA response, complete the following steps in PACE:
  2. Navigate to the PCI case.
  3. Select the Manage RFAs tab. Select the RFA case number from the Case column of the current RFAs list.
  4. Select the Review RFA tab:
    • If the business area has provided a suitable response, go to the RFA case by selecting Case Record Type. Select Closed in the chevron bar above the case tabs and select Mark as Current Status
    • If you need further information before you close the RFA case, repeat the above steps and edit any relevant fields as needed. Select Create and repeat the process to allocate the RFA back to the relevant business area. Please note, All Non-Adequate Response RFA/follow up emails MUST Be Cleared by a Team Leader.

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4 Next steps

To resolve and close the PCI case, go to article Resolve and close a participant critical incident case.

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