A new Department of Health and Human
Services client incident management system
Dated: 29 December 2015
The Department of Health and Human Services (the department) is developing a new client incident
management system that focuses on the safety and wellbeing of clients.
Introduction
The Department of Health and Human Services (the department) has undertaken several reviews that
are directly relevant to the department’s incident management systems and its regulatory and contract
management arrangements.
In addition to the internal reviews, this year’s Victorian Ombudsman’s ‘Reporting and Investigation of
Allegations of Abuse in the Disability Sector’ and the Royal Commission into Child Sexual Abuse in
Institutional Settings have also examined the department’s client incident management systems.
These reviews have recommended the reform of existing approaches.
The department has committed to addressing these findings and work to develop a new client incident
management system has commenced.
Aims
The development of a new client incident management will underpin a consistent approach to incident
management, embed transparency and accountability throughout the system, ensure client safety and
wellbeing, and support positive client experiences and outcomes.
Work underway
The first phase of the work is now underway and will include a new model for:
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the approach to providing immediate support to clients and prioritising actions following an incident.
how incidents are categorised (to ensure a stronger focus on the most serious incidents).
the approach to investigating incidents.
how the department and service providers review actions taken following an incident to ensure clients,
their families and carers receive the right support.
• how the department and service providers learn from incidents to improve services.
• accountability of the department and service providers.
The second phase of this work will implement and embed the new client incident management system in
practice. Implementation of the new system will commence from mid-2016.
Services in scope
The new system will apply to all departmentally delivered services and funded organisations, except
those that report through the Victorian Health Incident Management System (VHIMS), which includes
hospitals and some community health services. Services in scope of the new system include:
• community health services that do not report
through VHIMS
• alcohol and drug treatment services
• child protection
• out-of-home care services
• youth justice
• mental health community support services
• home and community care services (for people
aged under 65 and for Aboriginal people aged
under 50)
• community dental services
• community palliative care services
• disability services
• supported residential services
• public housing and homelessness
assistance
• aged care and carer’s support services
Stakeholder input
The department will work with stakeholders to develop the new client incident management system.
Consultations seeking input and feedback on proposals for the new system will be held in the coming
months with departmental staff, community service organisations and peak and industry bodies and will
draw on consultation and analysis that has already been undertaken to identify opportunities to
strengthen the current incident management approach.
The consultations will seek input on the following elements of a proposed model:
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The client incident categorisation, prioritisation and reporting model.
Investigation, escalation and review of serious client incidents.
Requirements for a future technology platform for client incident reporting.
Alignment of funded organisation monitoring, management and regulation to the new client incident
management system.
• The high-level data analysis framework for deriving insights and learning from client incident reporting
data to drive ongoing service delivery improvements and better client outcomes, and
• Support required for service providers to implement the new client incident management system.
Support for organisations
Capacity-building tools, templates and training will be developed to help service providers and
department staff to understand and embed the new client incident management system into practice.
This will include revised policy and procedures, guidance materials, case examples, online resources
and templates.
Further information
If you have any questions, you can email CIMS@dhhs.vic.gov.au.
To receive this publication in an accessible format phone 9096 2162, using the National Relay
Service 13 36 77 if required, or email CIMS@dhhs.vic.gov.au
Authorised and published by the Victorian Government, 1 Treasury Place, Melbourne.
© State of Victoria, Department of Health and Human Services November, 2015.
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