Threat to Site, Staff, Partners, or Others Team Leader KA

DOCUMENT 23

May 02, 2025 02:02

General

Further information
Enquiry note template

Procedure

Threat to site, staff, partners or others process
Handling threats to sites
Welfare checks and our duty of care

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This article assists Team Leaders to assess a threat to determine what actions are required, how to notify security and how to report the incident.

Recent Updates


02/05/2025	Added link to the NCC Escalations Queue Knowledge Article in the Further information section
28/01/2025	Updated minor information and formatting errors in the KA.
16/07/2024	Updated process and information for log activity, NDIA contractors, security process.

Important Any threat to NDIA or partner staff including Service Officers and Team Leaders, should also be reported immediately.

If there is an immediate risk to a NDIA or partner site, call 000.

All threats should be reported to the Security Team by calling the Security & Emergency Hotline at 1800 566 064.

All NDIA staff have the right to feel safe and treated with respect. Please support your Service Officers in reporting threats to the Security Team.

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Important Any threat to NDIA or partner staff including Service Officers and Team Leaders, should also be reported immediately.

If there is an immediate risk to a NDIA or partner site, call 000.

All threats should be reported to the Security Team by calling the Security & Emergency Hotline at 1800 566 064.

All NDIA staff have the right to feel safe and treated with respect. Please support your Service Officers in reporting threats to the Security Team.

What is threat to site, staff, partners or others

Threats made to a site, staff, partner or other is a priority enquiry as outlined in the Priority Enquiry KA.

Threatening behaviour is where a person threatens, or acts with the intention to, cause physical harm towards another person and/ or compromise the health, safety and security of any person, (including Agency staff/partners) or office/site.

Threats can occur when a person is face to face, during a call, in email, through web chat and text message.

Threats can involve:

Site: An NDIA site or partner site where there is potential to visit the location and cause harm.
Staff: NDIA or partner staff (including NCC partner organisations)
Partners: Community-based partner organisations, including Local Area Coordinators (LAC) and Early Childhood partners.

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Others: Non participants of NDIA staff including: prospective participants; providers; family members and informal supports; and other members of the public that may or may not be connected to NDIA.

Examples of threats/unacceptable behaviour:

Type of incident	Examples
	- Loss or compromise of information. - Unauthorised access, including tailgating. - Theft of departmental and personal assets. - Verbal or physical abuse. - Damage or vandalism to buildings.
	- Threatening correspondence or phone calls. - Threats to harm third parties or damage property. - Personal violence, including but not limited to; physical violence or abuse, sexual violence or abuse, stalking, and all threatening, harassing, intimidating or offensive behaviour. - Aggressive acts, verbal abuse, derogatory, racist or defamatory remarks, harassment, intimidation or violence.

Threat to site, staff, partners or others process

When a threat is identified, you will be required to assess the situation and follow the relevant process, as listed below.

The NCC have a duty of care to follow up on any threat and make sure the NDIA Security team are notified immediately.

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All managers and staff who are aware of or involved in a security incident have a responsibility to report it.
When a threat has been made on a call, the Service Officer is required to advise their Team Leader immediately. When the Service Officer cannot locate their Team Leader, they are to locate the closest Team Leader available.

Type of Threat	Team Leader Action
Caller confirms they DO intend to follow through with the threat	When alerted to a threat: - Drop into the call remotely. - Proceed with the call take-over. - Respond to the caller with empathy and respect. - Advise the caller that you are there to support them and that you will be taking over the call. - Advise the caller that wellbeing and safety is important to us and that you need to ensure no one is at risk. - When it is necessary to stay on the call with the caller, seek assistance from another Team Leader. - Gather as much information as you can: - Name of person at risk and / or name of person threatening harm. - Address. - Details of the immediate risk. - Is the caller or person currently at risk, or are they reporting an incident that has occurred? - Is there anything in place to manage the incident, or does the participant / caller require immediate assistance? - Does the caller intend to cause harm, or are they at risk of being harmed? - Contact emergency services using Quick Connect and selecting ‘Emergency 000’. - Report incident and request a welfare check if required. Refer to Welfare checks and our duty of care. - If the call relates to a threat to site or staff, refer to the Team Leader actions for threats to partner and/or office or site. Do not delay in submitting the security escalation report or contacting the relevant security team if there is a threat to site. - Debrief about the call with the Service Officer. - If the threat involves a participant, check if a Participant Critical Incident (PCI) is required. - Refer and adhere to Participant Critical Incidents (PCI) for Team Leader KA. - Report the incident in PACE. - Refer to below instructions on how to How to log activity for threat to site, staff, partners or others.

Type of Threat

Team Leader Action

Caller confirms they DO intend to follow through with the threat

When alerted to a threat:

- Drop into the call remotely.
- Proceed with the call take-over.
- Respond to the caller with empathy and respect.
- Advise the caller that you are there to support them and that you will be taking over the call.
- Advise the caller that wellbeing and safety is important to us and that you need to ensure no one is at risk.
- When it is necessary to stay on the call with the caller, seek assistance from another Team Leader.
- Gather as much information as you can:
- Name of person at risk and / or name of person threatening harm.
- Address.
- Details of the immediate risk.
- Is the caller or person currently at risk, or are they reporting an incident that has occurred?
- Is there anything in place to manage the incident, or does the participant / caller require immediate assistance?
- Does the caller intend to cause harm, or are they at risk of being harmed?
- Contact emergency services using Quick Connect and selecting ‘Emergency 000’.
- Report incident and request a welfare check if required. Refer to Welfare checks and our duty of care.
- If the call relates to a threat to site or staff, refer to the Team Leader actions for threats to partner and/or office or site. Do not delay in submitting the security escalation report or contacting the relevant security team if there is a threat to site.
- Debrief about the call with the Service Officer.
- If the threat involves a participant, check if a Participant Critical Incident (PCI) is required.
- Refer and adhere to Participant Critical Incidents (PCI) for Team Leader KA.
- Report the incident in PACE.
- Refer to below instructions on how to How to log activity for threat to site, staff, partners or others.

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Type of Threat Team Leader Action

- Refer and adhere to Participant Critical Incidents (PCI) for Team Leader KA.

Caller confirms they DO NOT intend to follow through with the threat When advised by the Service Officer that the threat has been retracted:

- Drop into the call remotely.
- Assess the information that has been provided and remain on the call until you can confirm:
- The caller has retracted the threat (including report of critical incident) and it is evident that there is no longer a threat or risk present.
- Whether to request a welfare check from emergency services. Refer to Completing a welfare check in NCC Team Leader Guidance.
- The Service Officer can continue with the call to manage the enquiry and no longer requires Team Leader assistance.
- External national contact numbers have been provided to the participant/caller by the NCC Service Officer using the External Referral Points for Enquiries QRG.
- Report the incident to the NDIA Security team once you have confirmed there is no longer a threat.
- Complete the security escalation report template in the Team Leader Templates and Forms. The security escalation report is required for all incidents, including when the threat has been retracted.
- Create a new email with the subject heading Security Incident and the NDIS number, not the name of the participant or the name of the caller.
- Attach the completed security escalation report to your email.
- If a welfare check was requested, include details (who requested, where and when and reference number provided by emergency officer).
- Email the form to the Security Team at redacted: s47E(d) - certain operations of agencies @ndis.gov.au.
- Copy into the email redacted: s47E(d) - certain operations of agencies @ndis.gov.au; and State-based or Early Childhood escalation contact for where the caller is located, as listed in the Priority Enquiry Escalation Contacts Team Leader QRG.
- Debrief about the call with the NCC Service Officer.
- If the threat involves a participant, check if a Participant Critical Incident (PCI) is required:
- If a welfare check was requested for a participant threatening self-harm, a PCI must be submitted.
- Refer and adhere to Participant Critical Incidents (PCI) for Team Leader KA.

Type of Threat	Team Leader Action
	- Refer and adhere to Participant Critical Incidents (PCI) for Team Leader KA.
Caller confirms they DO NOT intend to follow through with the threat	When advised by the Service Officer that the threat has been retracted: - Drop into the call remotely. - Assess the information that has been provided and remain on the call until you can confirm: - The caller has retracted the threat (including report of critical incident) and it is evident that there is no longer a threat or risk present. - Whether to request a welfare check from emergency services. Refer to Completing a welfare check in NCC Team Leader Guidance. - The Service Officer can continue with the call to manage the enquiry and no longer requires Team Leader assistance. - External national contact numbers have been provided to the participant/caller by the NCC Service Officer using the External Referral Points for Enquiries QRG. - Report the incident to the NDIA Security team once you have confirmed there is no longer a threat. - Complete the security escalation report template in the Team Leader Templates and Forms. The security escalation report is required for all incidents, including when the threat has been retracted. - Create a new email with the subject heading Security Incident and the NDIS number, not the name of the participant or the name of the caller. - Attach the completed security escalation report to your email. - If a welfare check was requested, include details (who requested, where and when and reference number provided by emergency officer). - Email the form to the Security Team at `redacted: s47E(d) - certain operations of agencies` @ndis.gov.au. - Copy into the email `redacted: s47E(d) - certain operations of agencies` @ndis.gov.au; and State-based or Early Childhood escalation contact for where the caller is located, as listed in the Priority Enquiry Escalation Contacts Team Leader QRG. - Debrief about the call with the NCC Service Officer. - If the threat involves a participant, check if a Participant Critical Incident (PCI) is required: - If a welfare check was requested for a participant threatening self-harm, a PCI must be submitted. - Refer and adhere to Participant Critical Incidents (PCI) for Team Leader KA.

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Type of Threat	Team Leader Action
	- Report the incident in PACE. - Refer to How to log activity for threat to site, staff, partners or others. - Document that the caller confirmed they have retracted the threat and that a welfare check has been completed or was not required. - If the caller wants to lodge a complaint, refer to the Feedback and Complaints Knowledge Article.
Unable to contact site or unable to contact caller for welfare check	When you are unable to contact or identify the site: - Call Emergency Services on 000. - Immediately contact the NDIA Security & Emergency Hotline 1800 566 064. The security team will enact their safety plan for all sites until the site can be identified. - Notify NCC Support and Communications `redacted: s47E(d) - certain operations of agencies` @ndis.gov.au and NCC Quality and Knowledge ‘NCC.QUALITYANDKNOWLEDGE @ndis.gov.au’ - Include the following information in the email: - Details of which sites you have attempted to contact including a brief note why contact could not be made.
Media incidents	Where the threat or the security incident has been made known to the media: - Copy (cc) media@ndis.gov.au in email that is sent to `redacted: s47E(d) - certain operations of agencies` @ndis.gov.au NOTE: Significant media event is an event that is likely to or will end up in the media, such as an incident occurring in public.
Non-emergency incidents	When it is a non-emergency incident: - For non-emergency Police support, available for matters that are not an emergency or life threatening you can call 131 444 or the National Disability Abuse and Neglect Hotline 1800 880 052. - The National Disability Abuse and Neglect Hotline is an independent and confidential service for reporting mistreatment of people with a disability. - For more information, refer to Completing a welfare check in NCC Team Leader Guidance.
NCC wellbeing	Dealing with unacceptable behaviour can be distressing for staff, regardless of their level of experience. Debriefing is encouraged with the Service Officer or as a team following a significant incident. Check with the NCC Service Officer: - Do they need time off the phone? - Are they feeling distressed or upset? - Do they require counselling or other support? If the Service Officer is distressed and requires specialised support:

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Type of Threat	Team Leader Action
	- Refer to NCC Operations leads for further guidance and instruction.
Others	Other threats may include: - Threats to providers - Threats to informal supports such as family members - Threats to other members of the community. While there may not be any actions that can be taken by the NDIA directly, the NCC still has a duty of care and should take actions to ensure the safety of those involved. This may include Contacting emergency services by calling ‘000’ and requesting a welfare check. Team Leaders must also assess whether additional action is required using the Priority Enquiry KA. The Participant Critical Incident team do not handle incidents relating to prospective participants. Any critical incidents should be referred to an NDIS partner to record using the PCI form. Refer to the Participant Critical Incidents (PCI) for Team Leader KA for further guidance.

Type of Threat

Team Leader Action

- Refer to NCC Operations leads for further guidance and instruction.

Others

Other threats may include:

- Threats to providers
- Threats to informal supports such as family members
- Threats to other members of the community.

While there may not be any actions that can be taken by the NDIA directly, the NCC still has a duty of care and should take actions to ensure the safety of those involved. This may include Contacting emergency services by calling ‘000’ and requesting a welfare check.

Team Leaders must also assess whether additional action is required using the Priority Enquiry KA.

The Participant Critical Incident team do not handle incidents relating to prospective participants. Any critical incidents should be referred to an NDIS partner to record using the PCI form. Refer to the Participant Critical Incidents (PCI) for Team Leader KA for further guidance.

Handling threats to sites

When handling threats to NDIA or partner sites, it’s important to follow a clear plan to keep everyone safe. The table below outlines the necessary actions and steps to take in response to such threats:

Action	Details
Contact emergency services	- Use Quick Connect to select ‘Emergency 000’. - Report incident and request a welfare check if required. Refer to ‘Completing a welfare check’ section in the NCC Team Leader Guidance.
Contact relevant authorities	- Agency sites: Immediately contact the relevant state’s Security Advisor (refer to the ‘Security contacts for team leaders only’ table in the Priority Enquiry Escalation Contacts Team Leader QRG). - Partner sites: Immediately contact the relevant partner site. If the specific location is known, refer to Officer Finder for contact information. If the address is unknown, contact the NDIA Security & Emergency Hotline at 1800 566 064.

Action

Details

Contact emergency services

- Use Quick Connect to select ‘Emergency 000’.
- Report incident and request a welfare check if required. Refer to ‘Completing a welfare check’ section in the NCC Team Leader Guidance.

Contact relevant authorities

- Agency sites: Immediately contact the relevant state’s Security Advisor (refer to the ‘Security contacts for team leaders only’ table in the Priority Enquiry Escalation Contacts Team Leader QRG).
- Partner sites: Immediately contact the relevant partner site. If the specific location is known, refer to Officer Finder for contact information. If the address is unknown, contact the NDIA Security & Emergency Hotline at 1800 566 064.

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Action	Details
	Unknown sites: Immediately contact the NDIA Security & Emergency Hotline at 1800 566 064. The NDIA Security team will contact all possible sites until the site at risk is identified.
Make sure direct contact is made	Do not leave a voicemail. Make sure direct contact is made and the threat is communicated. Contact the NDIA Security & Emergency Hotline at 1800 566 064 and advise of the threat and actions taken. Also, advise NCC Quality and Knowledge via `redacted: s47E(d) - certain operations of agencies` @ndis.gov.au
Confirm actions	Make sure a security escalation report has been completed and emailed to the Security team. - The Security team will follow up with stakeholders, acknowledge the incident within 24 hours, notify the NDIS Commission if needed, and report to senior stakeholders. If a Participant Critical Incident (PCI) case was created, confirm its existence but do not include any PCI information. Do not upload the security escalation report to PACE.
Log activity for threat to sites	- If the threat is related to a case, log the activity on the related case using the appropriate enquiry note template. - If no related case exists, log the activity on the account. - If the incident involves an anonymous caller threatening an unknown site, no PACE record is required.

Welfare checks and our duty of care

If the participant or caller is at risk of immediate harm, contact emergency services (000) and request a welfare check.

If not sure, always request a welfare check or speak to your team leader. Refer to the Participant Critical Incidents (PCI) for Team Leader KA.

Submit a PCI case if a participant threatens self-harm.

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If a threat is retracted but a welfare check was requested, a PCI is still required. The caller doesn’t need to be an NDIS participant for a welfare check.
A PCI may involve any stakeholder, including NDIS providers, NDIA staff, informal supports, family, or others.
Record welfare checks for participants in a PCI case. Refer to the Completing a welfare check process on the NCC Team Leader Guidance page.

Further information

Please refer to:

NCC Team Leader Guidance
Priority Enquiry KA
Threat to Site, Staff, Partners, or Others Priority Enquiry KA
Participant Critical Incidents (PCI) for Team Leader KA
External Referral Points for Enquiries QRG
Team Leader Templates and Forms
Feedback and Complaints Knowledge Article
Enquiry Cases and Log Activity in PACE KA
NCC Escalations Queue Knowledge Article

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Enquiry note template

Please select the enquiry note template listed below that is appropriate for enquiry.

Team Leader Escalation

Date of escalation / call back: DD/MM/YYYY Escalation requested by / call back to: Include name and relationship to participant (if not participant). Details of the query: Requested phone number: Action taken: Name: Log on ID: Team Leader National Contact Centre

Threat to NDIA Staff Partner of Other/s

Description: Security incident reported Date of enquiry: DD/MM/YYYY Person making enquiry: Include name and relationship to participant (if not participant) Details of the enquiry: Details are not to be recorded in PACE / For further information about the incident reported please contact redacted: s47E(d) - certain operations of agencies @ndis.gov.au Call take over by NCC Team Leader: Yes / No Participant/Provider Phone Number: (include phone number of participant / person that reported incident) Welfare Check Done: Yes/No/Time of call If yes reference number: Reference number provided by emergency services Important: Any information about the incident is to be included in Escalation Form only.

Escalation form emailed to Security team and Escalation Contact: Yes / No

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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.

panel_v0.9.14_ 05/02/25

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