Incident
Management
Your safety, wellbeing and dignity matter to us. When something goes wrong, we respond quickly, support everyone involved and make changes to prevent it happening again.
We take every incident seriously
At Shyna Promise Disability Support, we understand that sometimes things can go wrong, or something may happen that affects your safety, health, wellbeing or the quality of your support. When this happens, we want you to feel safe to speak up. Our Incident Management Policy helps us respond quickly, support the people involved, understand what happened and make changes so the same thing is less likely to happen again.
What Is Incident Management?
Incident management is the way we respond when something happens during your support that has caused harm, could have caused harm, or needs to be looked into properly. An incident may include:
Some incidents are reportable incidents — serious incidents that may need to be reported to the NDIS Quality and Safeguards Commission, including death, serious injury, abuse or neglect, unlawful sexual or physical contact, and the use of a restrictive practice.
Our Promise to You
There will be no negative consequences or adverse action against anyone who reports an incident or says that an incident has occurred.
How to Report an Incident
You can report an incident, concern or near miss at any time. You do not need to have every detail before speaking up — just tell us what you know.
Talk to Your Worker
Speak with your support worker directly
Contact Management
Reach the Director or management team
Get Support
Ask a family member, advocate or coordinator
Email Us
Send us an email anytime
Call Us
Speak with us over the phone
Emergency? Call 000
If someone is in immediate danger
What to Tell Us When Reporting
What Happens After an Incident Is Reported?
When an incident is reported, we follow our incident management process:
We Make Sure Everyone Is Safe
The first priority is safety. This may include first aid, calling emergency services, contacting a family member or advocate, arranging medical help, changing supports, or removing an immediate risk.
We Record What Happened
The incident will be documented in an Incident Report Form and recorded in our Incident Register — preferably within 24 hours.
We Talk With the People Involved
We may speak with you, workers, witnesses, family members, guardians, advocates or other people involved, depending on the situation and your consent.
We Investigate If Needed
Some incidents need a more detailed investigation to understand what happened, whether anything could have been done differently, and what needs to change.
We Take Action
Actions may include extra support for you, medical care, changes to rosters, worker training, updates to support plans, policy changes, disciplinary action, or reporting to external authorities.
We Keep You Informed
Where appropriate, we will let you know what is happening and what action has been taken, in a way that protects your privacy and the privacy of others.
We Learn and Improve
After an incident, we review what happened and look for ways to improve, identify systemic issues and make recommendations to prevent similar incidents happening again.
Serious Incidents
Some serious incidents must be reported to the NDIS Quality and Safeguards Commission within 24 hours. These include:
- ✦The death of a person with disability
- ✦Serious injury
- ✦Abuse or neglect
- ✦Unlawful sexual or physical contact or assault
- ✦Sexual misconduct
- ✦Unauthorised use of a restrictive practice
Your Support During an Incident
We know incidents can be upsetting, stressful or confusing. We will support you by:
- ✦Checking that you are safe
- ✦Listening to what you have to say
- ✦Explaining what will happen next
- ✦Supporting you to contact a trusted person
- ✦Helping you access counselling or trauma support
- ✦Making changes to your support if needed
- ✦Respecting your privacy and dignity
Questions or Concerns?
If you have questions about incident management, or if you want to report an incident, please contact us. You can speak up without fear of being punished, ignored or treated badly.
CONTACT FORM
shynapromise.com.au/contactIf someone is in immediate danger — call 000 first.
Need to report something?
Don't wait. Reach out to us now — speaking up is the right thing to do and we'll support you every step of the way.