FOI 24/25-1367 - DISCLOSURE LOG | DOCUMENT 21
Risk to Self or Others in the Community Priority Enquiry KA
Feb 19, 2025 06:34
General
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General information
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Steps for responding to participant safety risks
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Further information
Procedure
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Risks to self, others, and property
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Enquiry note template
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To be used by NCC.
This article assist you to:
- Resolve calls where either the caller or a participant is a risk to self or to others in the community.
General information
What is a risk to self or others in the community?
When the participant is at risk of hurting themselves, family, or members or the community the Agency has a responsibility to ensure the participant and others are at all times safe. This is a priority enquiry as outlined in the Priority Enquiry KA.
Examples of where an individual is a risk to themselves and/or others are:
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A participant threatening or attempting self-harm.
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Threats made to a site, staff, partner staff or property.
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Risk to a non participant that is vulnerable.
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Threats of violence or actual violent behaviour by the participant towards family or members of the community.
Procedure
To complete the PACE Steps:
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Navigate to the relevant account for historical information and activities to assist with the enquiry.
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Follow the PACE steps below to complete the enquiry.
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If further guidance is required to resolve the enquiry, refer to the relevant NCC guidance resources.
Risks to self, others, and property
When advised a participant is a risk to themselves or others in the community:
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| Call type | Process |
|---|---|
| Risk to self | If the caller is concerned about the participant harming themselves: - An NDIS participant threatening or attempting self-harm, even if the threat is retracted is a Participant Critical Incident (PCI). - You will need to follow the Participant Critical Incidents (PCI) for Service Officers KA. |
| Risk to NDIA staff, partner staff or site (including property) | If you have determined a risk to staff, partner staff or property: - Threats made to a site, staff, partner staff or property (e.g., stolen laptop) is a priority enquiry. - Speak to a Team Leader to report a security incident and follow the security incident process, refer to Threat to Site, Staff, Partners, or Others Team Leader KA - When a threat has been made, the NCC Service Officer is required to advise their NCC Team Leader of the threat immediately following the Threat to Site, Staff, Partners, or Others Priority Enquiry KA. |
| If a caller expresses concern about a Tier 2 customer potentially harming themselves: A Tier 2 Customer who threatens or attempts self-harm, even if the threat is later retracted, is considered a Participant Critical Incident (PCI). Record critical incidents involving Tier 2 customers in PACE the same way as Participant Critical Incidents (PCIs) for participants. Follow the process outlined in the ‘How to manage PCI enquiries in PACE’ section in the Participant Critical Incidents (PCI) for Service Officers KA. |
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| Risk to other person that is vulnerable | If the caller is concerned about someone harming themselves: - Do not create a PCI case in PACE for non-participants. Follow the instructions in the Participant Critical Incidents intranet page for non-participants. |
| Threats to others in the community | If a participant makes threats of violence or acts with the intention to cause physical harm towards partners, providers, family or members of the community: - If a participant is the perpetrator of an incident, NCC has a duty of care to ensure the safety of the general public and should treat the call as a priority enquiry. - Identify if the person is under immediate threat or at risk of harm from the participant. - Where an incident occurs that is not a PCI or security incident, determine if emergency services (000) should be called. - Alternatively, the non-emergency number, 131 444, can be used for police assistance where there is no immediate danger, but a threat is identified. |
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| Call type | Process |
|---|---|
| - If the participant’s threat or violence is in relation to their plan or funding not being approved, NCC should advise the participant of alternative options available. |
Steps for responding to participant safety risks
When a participant is a risk to themselves or others in the community
Remain calm.
Demonstrate empathy and respect.
Keep control and remain professional.
Be patient and listen carefully.
Display empathy and remind them you are here to listen.
Reassure the caller that they are being listened to.
Remember to:
Assess the urgency and immediate harm or danger
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When the participant /caller’s safety is at risk alert your NCC Team Leader immediately.
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Identify why the participant is at risk to themselves or others.
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Discuss and enquire about the level of risk the caller/participant is at of accidentally hurting themselves; family members; or community members.
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Determine if the alleged incident will/has caused an immediate serious threat or harm to the person.
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Is the person under immediate threat or at risk of immediate harm?
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Does a welfare check need to be undertaken?
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Always err on the side of caution.
Further information
Please refer to:
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Priority Enquiry KA
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Threat to Site, Staff, Partners, or Others Priority Enquiry KA
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NCC PACE Enquiry Categorisation Guide
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Urgent Assistive Technology (AT) Repairs, Hire and Replacement Phone Enquiry KA
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Assistive Technology (AT) Phone Enquiry KA
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Home and Vehicle Modifications Inbound Telephony NCC KA
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Participant Critical Incidents (PCI) for Service Officers KA
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Threat to Site, Staff, Partners, or Others Priority Enquiry KA
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Enquiry note template
Risk to Self or Other/s in the Community
Copy and Paste all Text Below to use in the Enquiry Note:
Description: e.g., risk to self or other/s in the community
Date of enquiry: DD/MM/YYYY
Person making request: Include name and relationship to participant (if not participant)
Details of the request:
Contact number:
Welfare Check Done: yes/no
Action taken:
Name:
Log on ID:
Service Officer
National Contact Centre
Team Leader who approved:
Document Owner and Approver
Director, Support and Communications, Contact Centre Branch
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Feedback
If you have any feedback about this procedure, please refer to your NCC Team Leader.
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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.
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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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