1. Client incident management system Information session for service providers and departmental staff February 2016

2. Drivers for change Feedback from a range of stakeholders Internal reviews of the department’s: ̶ incident management systems ̶ regulatory and contract management arrangements External reviews including: ̶ Victorian Ombudsman’s ‘Reporting and Investigation of Allegations of Abuse in the Disability Sector’ ̶ Royal Commission into Institutional Responses to Child Sexual Abuse ̶ Commission for Children and Young People’s 2015 report “…as a good parent would…”

3. Aim and objectives of new system Aim –To support the safety and wellbeing of clients. Objectives –Timely and effective responses –Effective and appropriate investigations –Effective and appropriate review of incidents –Learn from incidents to reduce the risk of harm to clients, and improve the quality of the service system –Ensure accountability of service providers to clients.

4. Principles that will underpin the new system Client centred Outcome focussed Clear, simple and consistent Accountable Continually improving Fit for purpose Proportionate

5. What are the core stages of a client incident management system?

6. In-scope services – Human Services Disability services Child protection Out-of-home care services Family violence services Family support services Youth justice Secure services Public housing and homelessness services

7. In-scope services – Health Non Victorian Health Information Management System (VHIMS) reporting: Community health services Alcohol and drug treatment services Mental health community support services Community dental services Community palliative care services Supported residential services Aged care and carer’s support services Home and community care services: from 1 July 2016, those people aged under 65 and Aboriginal people aged under 50 Health screening services.

8. Out of scope services Health services including: –Public hospitals –Denominational hospitals –Metropolitan hospitals –Multipurpose services –Privately-operated hospitals –Metropolitan health services Specialist clinical mental health services Community health services currently reporting through VHIMS Public sector residential aged care services Commonwealth Aged Care Packages (CACPs) Services funded through other sources e.g. Commonwealth.

9. What does this mean for Disability Services and the National Disability Insurance Scheme? The Bilateral agreement was signed on 16 September 2015. Victoria's existing quality and safeguards arrangements will remain during transition to full scheme roll out.

10. Project phasing Phase one Development of a new client incident management system that will focus on the most serious incidents and will strengthen processes, systems and workforce capability to prevent, and effectively manage client incidents – to June 2016. Phase two Implement and embed the new client incident management system in practice – from July 2016. As part of this work, the department is considering options for an information and technology solution that will support the new system.

11. Work underway – Phase one The first phase will include a new model for: 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.

12. Project governance Department of Health and Human Services Executive Board Quality and Experience Subcommittee Project Management Group Sector Advisory Group Critical Friends Group

13. How will service providers be engaged throughout the development phase? Engagement of all peak bodies Information sessions Targeted consultation Broad feedback process for all in-scope services

14. How can I seek further information? Funded Agency Channel Webpage – http://www.dhs.vic.gov.au/about-the-department/plans,- programs-and-projects/projects-and-initiatives/cross- departmental-projects-and-initiatives/client-incident- management-system Email – CIMS@dhhs.vic.gov.auCIMS@dhhs.vic.gov.au

15. To receive this publication in an accessible format phone 1300 650 172, 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 January, 2016. Except where otherwise indicated, the images in this publication show models and illustrative settings only, and do not necessarily depict actual services, facilities or recipients of services. This publication may contain images of deceased Aboriginal and Torres Strait Islander peoples. Where the term ‘Aboriginal’ is used it refers to both Aboriginal and Torres Strait Islander people. Indigenous is retained when it is part of the title of a report, program or quotation. Available at: http://www.dhs.vic.gov.au/about-the-department/plans,-programs-and-projects/projects-and- initiatives/cross-departmental-projects-and-initiatives/client-incident-management-system How can I receive this publication in an accessible format?