Security contacts for team leaders only

Northern Territory (NT)

Tasmania (TAS)

Victoria (VIC)

Western Australia (WA)

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Security contacts for team leaders only

The following contact details are strictly for the NCC Team leaders and for internal use only.

Contacting Security Advisers:

• If you need to contact the Security department, refer to the below contact details.
• Contact can be made to the Security Adviser for the appropriate State for information or guidance if required.
• Where there is a security incident where risk to a person or site is imminent call 000 prior to calling the Security Adviser for the relevant State.
• NCC Team Leaders are to send the Security Incident Reports to Security via email to redacted: s47E(d) - certain o@ndis.gov.au and are only to use individual Security Adviser emails when instructed by the Security team.

For emergency incidents:

• If a call presents any risk of self-harm and/or threat to others, a welfare check request to emergency services (000) is required. As per the Participant Critical Incidents (PCI) for Team Leader KA and the Threat to Site, Staff, Partners, or Others Team Leader KA.
• If the caller presents an immediate threat to themselves or others 000 should be called.
• Escalation reports for emergency incidents must be sent to redacted: s47E(d) - certain o@ndis.gov.au

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After Hours Crisis Referral Service - AHCRS

Important The After-Hours Crisis Referral Service (AHCRS) is only for approved referrers such as ambulance, public and private hospitals, police, acute state mental health services and state justice officers, outside of normal business hours. Within business hours, all existing crisis and escalation arrangements must be followed. The phone number is not to be shared with the public or anyone other than the approved referrers.

The After-Hours Crisis Referral Service (AHCRS) is a dedicated 1800 number only to be used by approved emergency services referrers to contact outside business hours when a participant aged 18 and over presents to emergency services due to a breakdown of disability related supports.

Crisis referrals may occur where the participant’s disability related supports suddenly become ineffective, inadequate or absent; and the participant or their support coordinator are unable to make short term arrangements or enact in-house supports that exist in their NDIS plan.

Approved Referrers for AHCRS are:

• Emergency service organisations such as ambulance, public and private hospitals, police, acute state mental health services and state justice officers.

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• Each state and territory government has worked with the NDIA to nominate who are approved referrers in each state and territory.

Outside business hours means:

• After normal weekday business hours (5pm to 9am Monday to Friday, weekends and public holiday).

The contact number for the AHCRS is 1800 595 277.

IMPORTANT: This number is not to be provided to anyone other than approved referrers and only provided after normal business hours.

Any enquiries requesting the phone number for AHCRS must be raised with a Team Leader.

The Team Leader will take over the call to confirm the enquiry meets the requirements to provide the contact number for AHCRS. For further information on AHCRS visit NDIS After Hours Crisis Referral Service (external) on the Marathon Health website.

Reminder The AHCRS phone number can only be provided to approved referrers, such as ambulance, public and private hospitals, police, acute state mental health services and state justice officers, outside of normal business hours.

Further information

Please refer to:

• Participant Critical Incidents (PCI) for Team Leader KA
• Threat to Site, Staff, Partners, or Others Team Leader KA
• NCC Team Leader Guidance

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• Email Process Knowledge Article
• Priority Enquiry KA
• NCC PACE SYSTEM GUIDANCE
• NCC Escalations Queue Knowledge Article

Document owner and approver

Director, Support and Communications, National Contact Centre Branch

Feedback

If you have any feedback about this procedure, please refer to your NCC Team Leader.

• NCC Service Officers (NCC SOs) please send your feedback to your NCC Team Leader. Your Team Leader may have an answer to your question or have information to share with you to resolve your questions and feedback.
• NCC Team Leaders (NCC TLs) please review the feedback from NCC SOs and provide advice, information and resolve questions where possible. NCC TLs can request new or updated NCC Guidance Resources and assistance using the relevant form on the National Contact Centre Service Desk on the intranet.

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