Incident Management System
Incident Management System and Policy
Healing Trust Hope Counselling maintains an incident management system that is relevant, proportionate, and appropriate to the scope and complexity of supports delivered, and to the size and scale of the organisation.
The incident management system is designed to:
- Safeguard the rights, safety, and wellbeing of clients
- Support a culture of trust, transparency, and continuous improvement
- Align with the organisation’s mission to provide compassionate, ethical, and hope-focused counselling services
The system complies with the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018, and supports the identification, reporting, management, and prevention of incidents, including reportable incidents where applicable.
1. Definition of an Incident
An incident is any event or circumstance that:
- Causes or has the potential to cause harm, distress, or risk to a client, staff member, or other person; or
- Involves a breach of professional boundaries, confidentiality, ethical standards, or organisational policies; or
- Disrupts the safe delivery of counselling services.
2. Reportable Incidents
Where Healing Trust Hope Counselling provides services to NDIS participants, the incident management system includes processes to identify and manage reportable incidents, including:
- Death of a client
- Serious injury to a client
- Abuse or neglect of a client
- Unlawful sexual or physical contact
- Sexual misconduct
- Use of restrictive practices (where applicable)
Reportable incidents are identified promptly and reported in accordance with NDIS requirements and timeframes.
3. Immediate Response to Incidents
When an incident occurs, Healing Trust Hope Counselling ensures that:
- Immediate action is taken to protect the safety and wellbeing of all involved
- Emergency services are contacted where there is an imminent risk of harm
- Appropriate emotional and practical support is provided in a trauma-informed manner
- Duty of care and mandatory reporting obligations are met
4. Incident Reporting and Documentation
All incidents and near misses are:
- Reported as soon as practicable
- Documented accurately, objectively, and confidentially
- Stored securely in accordance with privacy and record-keeping requirements
Incident records include:
- Date, time, and nature of the incident
- People involved or affected
- Actions taken to respond to the incident
- Any ongoing risks or required follow-up
5. Incident Review and Analysis
Healing Trust Hope Counselling reviews all incidents to:
- Identify contributing factors and underlying risks
- Determine whether policies, procedures, or practices require improvement
- Implement corrective and preventative actions
- Reduce the likelihood of recurrence
Critical or serious incidents are escalated to the Practice Director or designated responsible person for oversight and follow-up.
6. Support for Clients and Staff
Consistent with the organisation’s values of compassion, healing, and respect:
- Clients affected by incidents are supported with sensitivity and transparency
- Staff are provided with supervision, debriefing, and support as required
- Responses are culturally safe, trauma-informed, and respectful of individual needs
7. Continuous Improvement
Information from incident management is used to:
- Strengthen service quality and safety
- Improve risk management strategies
- Inform staff training and professional development
- Reinforce ethical, client-centred practice
8. Review of Incident Management System
The incident management system is reviewed:
- At least annually
- Following a serious or reportable incident
- When there are changes to legislation, standards, or service delivery