How to manage PCI enquiries in PACE

FOI 24/25-1367 - DISCLOSURE LOG

• When a PCI is identified in an email, please copy the content of the received email or webchat into the PCI Case.

• When an outbound call is made NCC must advise the call is being recorded:

Suggested scripting

Start Quote Icon Hi, my name is (staff name), and I am calling from the National Disability Insurance Agency regarding the recent (email/webchat) you have sent us. Please be aware that this call may be recorded quality, coaching and verification purposes. End Quote Icon

How to manage PCI enquiries in PACE

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FOI 24/25-1367 - DISCLOSURE LOG

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FOI 24/25-1367 - DISCLOSURE LOG

Call Type Process

• Discuss with the NCC Service Officer for any additional information needed to complete the PCI Case.

• Email s47&(@) - certain operations of agencies @ dis sov.au

• s47E(d) - certain operations of age

• Insourced NCC to refer only to @ndis.gov.au

• Use NDIS number in subject heading not the name of the participant or the caller.

• Include in the body of the email:

  • The welfare check has been completed and that Operations Leads to be notified of the critical incident.
  • Further information about the PCI can be obtained by contacting @ndis.gov.au (internal use only).
  • Wellbeing check has been completed with the NCC Service Officer.

Call content When the NCC Service Officer is speaking with the participant/caller and an incident has implies a PCI occurred however the participant/caller is unable to advise outright that something has but the caller happened and instead is suggesting or hinting that an incident has occurred this incident does not needs to also be reported.

• Drop into the call remotely.
• Identify possible risk to the person or other person.
• Has the caller mentioned or advised of a critical incident risk?
• Assess the information that has been provided and remain on the call with the NCC Service Officer until confirming the threat is no risk to the participant/caller.
  • If there is a threat,
    • follow the Person reports a PCI process in this table.
  • If there is no threat,
    • follow the Person reports a PCI and then retracts it process in this table.

Person When the incident reported alleges that the provider is causing harm:

• Drop into the call remotely.

• Ensure the NCC Service Officer is following the Participant/caller advises of a PCI that involves a provider process in the PCI enquiry received table in the Participant Critical Incidents (PCI) for Service Officers KA.

• Identify possible risk to the person or other person.

• Has the caller mentioned or advised of a critical incident risk?

• Refer the participant/caller to the NDIS Quality and Safeguards Commission website to submit the concern and report the incident.

• For further information on how to notify the NDIS Commission about participant incidents refer to How to notify the NDIS Commission about a reportable incident on the NDIS Commission website.

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FOI 24/25-1367 - DISCLOSURE LOG

NOTE: If the participant has died, please refer to the Notification Applicant or Participant has Died Inbound Telephony KA for guidance.

Create and submit a PCI case

Important In situations where a caller wants to discuss a participant but does not have express consent, the NCC Team Leader can submit a PCI case for the participant. However, no information should be shared with the caller. For individuals with a disability who are not participants or Tier 2 customers of the NDIS, do not submit a PCI case in PACE.

• Where able to, the NCC Service Officer is likely to have already completed VOI on the caller. Refer to the Consent Phone Enquiry KA when completing VOI.
• Navigate to the participant account.
• Select Cases.
• Select New.

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FOI 24/25-1367 - DISCLOSURE LOG

Details Relationships My Profile My Budget ( Cases ) Activity Decisions Documents More v

Cases (22) m@- ng Change Owner

Figure 1 Screenshot of Cases tab

Create a Participant Critical Incident Case (to manage critical incidents that involve participants and the NDIS). Cases must be created in the person account only.

• Create Participant Critical Incident case.

\ Participant Critical Incident

To manage critical incidents that involve participants and the NDIS.

\ Plan Approval

Plan Approval Case

) Dian Channa

Figure 2 Screenshot of Participant critical incident case option

• Select Next.

• The New case: Participant Critical Incident screen will display.

• Complete mandatory fields:

  • Priority: Select a level of priority for the case from the drop down menu.
  • Categorisation:
    • Case Origin: Select what channel, the PCI was received, and the case reason.

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• System information: * Subject: enter Tier 2 incident

• Select Save once the relevant fields have been addressed.

Figure 3 Screenshot of New PCI Case screen in pace

• Navigate to the Participant Critical Incident tab.

• The Trigger content warning screen will display.

• Does this report contain triggering content: Select you or no from the drop down menu.

  • Triggering content is content that may have a negative impact on another person. This is where the content exposes someone with past

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trauma (experiences), to something that might cause a physical and/or mental reaction for example, sexual violence.

• If Yes: Select the type of triggering content from the drop down menu.

• Select Next.

Figure 4 Screenshot of trigger content warning screen

• The Incident summary screen will display.

• Date and time incident reported to NDIA: Select the date and time when incident was reported.

• Do we know the date and time of the alleged incident? Select yes or no.

  • If Yes: Enter the date and time the alleged incident occurred.
  • If No: Use the free text field to explain why this information is not available.

• Does the reporter wish to remain anonymous? Select yes or no.

  • If No: Complete the fields to record the reporter’s details.

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Figure 5 Screenshot of incident summary

• Is the allegation in relation to a provision of services and supports? Select yes or no.
  • If No: Select Next.
  • If Yes: Document the provider details.
    • If the provider details are available in PACE, select the provider from the dropdown list once you start typing their name.

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• If the provider details are not in PACE, tick the box Manually enter provider details and enter the provider information.

* Select **Next**.

NOTE: If the allegations are in relation to a provider, the NDIS Commission will not investigate without consent.

Figure 6 Screenshot of incident summary questions

• The Incident category screen will display.

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Figure 7 Screenshot of Incident category screen

• Select category from the drop-down menu.
• Select Next.
• The Incident details screen will display.
• Enter the details of the incident.

Figure 8 Screenshot of incident details screen

• Incident location/address: Use the free text field to document the details of the location.
• Brief description of the incident/allegation: Use the free text field to record all details and conversations regarding the incident. These details may vary depending on the type and severity of the incident.
• Some of the key incident details to include in description notes are:
  • Who is filling in the report.
  • Who the NDIS participant is.

• A description of what happened.

• The impact on the NDIS participant.

• Contact details for any witnesses.

• Any immediate actions taken to address the incident.

• Any follow-up actions planned or taken to prevent or minimise recurrence.

• Any notifications made to other authorities or agencies.

• What immediate actions have been taken before advising a PCI? Use the free text field to document what actions have been taken.

• Is there any update or outcome? Use the free text field to document supports, safety information, any actions or outcomes.

• Is the participant safe in their current accommodation? Select yes or no.

  • If No: Use the free text field to document any further details and complete the following two questions in the report.
  • If Yes: Complete the following two questions in the report.

• What actions have taken place to ensure participant has sufficient supports in place to prevent further incidents? Use the free text field to document what actions have been taken.

• What actions have been taken to ensure safety of participant? Use the free text field to document what actions have been taken including:

  • Details of the welfare check (when and who completed the welfare check). If no welfare check was completed, details about why not.
  • If emergency services was called and any reference number give by 000, NCC Team Leader will need to ask this on the call with the Emergency Services Officer.
  • That the incident has been reported.
  • If a warm transfer to the NDIS Quality and Safeguards Commission occurred.

• Is there a plan reassessment required? Select No.

• Is there any other information relevant to the PCI investigation not already captured in this form? Use the free text field to:

  • Leave an enquiry note using the Critical incident reported enquiry note template.
  • When completing the enquiry note advise who called unless the caller wants to remain anonymous.
    • If the caller wants to remain anonymous, do not include any identifying information when completing the PCI Case.
  • The enquiry note should include all other non PCI related discussions.
  • Include, if the PCI was received on webchat or email, a copy of the content received.

• Select Next.

• The Confirmation screen will display.

Figure 9 Screenshot of confirmation screen

• Before selecting Submit, confirm all relevant information has been documented and the information is correct. If NCC Team Leader needs to update any of the information,

• Use the Previous button to review previous screens.

• Select Submit.

• Once Submitted, NCC will no longer be able to edit the case.

The PCI will be automatically assigned to the Participant Critical Incidents Queue to be reviewed and actioned by the PCI team.

The case status, primary category and date will be visible under the Cases tab and Critical incident subtab.

When a user attempts to access a PCI Case by selecting the case number, an error message denying access to the case will be displayed.

Debrief with operations manager

PCI calls can be distressing and upsetting; therefore, it is important to discuss and debrief about the call with an Operations Manager who will provide help and support should it be required.

• Take time with an Operations Manager to discuss:

  • What happened on the call.
  • Reflect about the call and discuss any feelings about the situation.
  • Discuss if the NCC Team Leader and NCC Service Officer had sufficient support when the incident occurred.
  • Discuss what options are available if further support is needed.

• Further information about the PCI can be obtained by contacting redacted: s47E(d) - certain operations of agencies@ndis.gov.au (internal use only).

Further information

Please refer to:

• NCC Team Leader Guidance.
• Participant Critical Incidents (PCI) for Service Officers KA.
• Priority Enquiry KA.
• Feedback and Complaints Knowledge Article.
• Fraud Reporting and Scams Helpline Phone Enquiry KA.
• Threat to Site, Staff, Partners, or Others Team Leader KA.
• Consent Phone Enquiry KA.
• Plan Reassessment Request (s48) Phone Enquiry KA.
• Privacy and information on the NDIS Our Guidelines website.
• How to notify the NDIS Commission about a reportable incident on the NDIS Commission website.
• NDIS Quality and Safeguards Commission website.
• Notification Applicant or Participant has Died Inbound Telephony KA

Enquiry note template

Critical Incident Reported

Copy and paste all text below to use in the enquiry note:

Description: Critical incident reported

Date of enquiry:

Person making enquiry: Include name and relationship to participant (if not participant). If the person reporting the incident wishes to remain anonymous, do not include any identifying information.

Details of the enquiry: Details are not to be recorded in PACE.

Call take over by TL: Yes or no

NCC Service Officer log in ID: Log in ID of the Service Officer, TL took over the call from.

Details of the NCC Service Officers enquiry: Record any details provided from the Service Officer. No details about the PCI (tip off) or sensitive information is to be recorded.

Participant/provider phone number: Include phone number of participant/person that reported incident. If the person reporting the incident wishes to remain anonymous, do not include any identifying information.

Welfare check done: yes or no. Include the time of call.

Welfare check details: If a welfare check was done include the time of call and the reference number provided by emergency services

Email sent to NCC Quality Team: Yes or no

Name:

Log on ID:

Team Leader

National Contact Centre

Document owner and approver

Director, Support and Communications, 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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