FOI 24/25-1367 - DISCLOSURE LOG DOCUMENT 32
Progress a participant critical incident request for action SGP KP Publishing
Exported on 2025-05-20 02:35:52
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Table of Contents
1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Action a participant critical incident request for action ………………………………………….. 6 3.1 Contact the participant, plan nominee or third parties ……………………………………………….. 6 3.2 Complete a participant health and wellbeing check ………………………………………………….. 6 3.3 Assess and update the participant’s plan ……………………………………………………….. 7 4 Next steps …………………………………………………………………………………………………………….. 8
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This article provides guidance for a local area coordinator, early childhood partner, planner delegate, review officer, complaints officer, participant support officer, National Contact Centre, liaison officers (HLO/JLO), and planner (non-partnered area) to action a participant critical incident request for action.
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1 Recent updates
22 April 2024 Minor hyperlink update from plan change article from Create a plan change request to Prepare to submit a plan change request.
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2 Before you start
You have: • received a request for action related to a participant critical incident case • read and understood article Understand participant critical incidents.
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3 Action a participant critical incident request for
action
The participant critical incident (PCI) team will determine if the PCI case requires any follow-up actions. They will create a request for action (RFA) case and assign it to the relevant business area. If you are the new case owner from the relevant business area, and are assigned an RFA case: 1. Accept the case in the NDIA Business System (System). Note: This case will move to In Progress once assigned to you. 2. Investigate the issues identified by the PCI officer. 3. Complete the required actions. Note: It is important you complete all the required actions, as detailed below, before you complete step 4. As you complete the required actions you may need to add a document to the PCI case. To do this go to article Attach a document to a participant critical incident case. 4. Route the PCI RFA case back to the PCI officer. 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 is part of their triage and queue monitoring processes.
3.1 Contact the participant, plan nominee or third parties
The PCI team may request you gather background information from the System and contact other involved stakeholders. This might be to gather more information, or to advise of the PCI report. Once you have confirmed authority to do so, call the most appropriate stakeholder. Consider any authorised representatives, guardianship or other sensitivities relating to the incident. If appropriate, advise you have received a report of an incident and briefly summarise. Make sure you have consent and authority to share information if you are contacting third parties. Or indicate if it’s an authorised disclosure of information necessary to prevent or lessen a serious threat to an individual’s life, health or safety. Learn more in Our Guideline – Your privacy and information (external). It may not be appropriate to disclose an allegation of a PCI in certain situations. For example, if an informal support or guardian is the alleged perpetrator. Or if it may implicate an ongoing state authority investigation. In these situations, complete a general participant health and wellbeing check. Learn more about this in the section below.
3.2 Complete a participant health and wellbeing check
The PCI team may request you complete a participant health and wellbeing check by phone or in person. You should discuss third party reports about the participant with them or their authorised representative. Contact the participant or plan nominee to discuss the allegations raised. You can also discuss any concerns they may have with their plan. Learn more in article Principles for responding to participant critical incidents. A plan nominee, family member or other informal support may be the alleged perpetrator of an incident. In this situation, consider the best way to communicate the allegations. This might include working with a third party, with consent, to complete a general participant health and
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wellbeing check. For example, with a support coordinator, social worker or carer. This is to support the participant and make sure they are safe. Don’t disclose details of the allegations. Learn more about privacy and consent in article Understand mandatory and external reporting for participant critical incidents. As part of the RFA case, you should record: • who performed the participant health and wellbeing check • who the participant health and wellbeing check was with • the date, time and method, for example by phone or in person • a summary of what was discussed • a summary of any concerns or further allegations raised.
3.3 Assess and update the participant’s plan
PCIs can sometimes highlight a participant may need changes to their supports or their plan. The PCI team may request a plan change as part of the RFA. Or you may identify this based on the information in the Person Account and the PCI case. To make sure the participant is supported, and appropriate safeguards are in place, think about if the participant needs: • to be restreamed based on risk indicators and workflow • support coordination • changes to their authorised representative • changes to their fund management • changes to their current supports • a review of their funding use to make sure they are accessing supports as intended • help to use their funded supports flexibly • limited supports, or capacity building supports, to address their immediate needs while a longer term solution is developed. If the participant needs their plan changed, initiate a plan change request. Go to article Prepare to submit a plan change request.
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4 Next steps
• The PCI team will review the RFA response. They will then either resolve and close the
PCI case or create a new RFA case if further actions are needed.
• To debrief after being exposed to the PCI, go to article Debrief after a participant critical
incident.
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