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1. Purpose

This document outlines Out Loud DS Policy and Procedure relating to the management of incidents that occur on or off site, involving participants and employees of Out Loud DS within their role. (See section 9 for definition of “incident”).


2. Scope

This policy applies to all employees of Out Loud DS who provide work and / or a service as a direct staff member or independent contractor.


As Out Loud is a paediatric service we use family friendly language. The participant is referred to as the “child” and parents and carers as the “family”.


3. Objectives

This policy aims to ensure that children and families are safeguarded by Out Loud DS incident management system, ensuring that incidents are acknowledged, responded to, well-managed and learned from.

The specific objectives are as follows:

  • Risks will be identified and managed to eliminate or minimise any adverse event

  • The impact of any incident will be minimised

  • Families will be satisfied with the outcome of the management of risks and incidents

  • Involved workers are aware and accepting of the outcome of the management of risks and incidents 

  • There will be minimal reoccurrence of incidents

  • The Director of Out Loud DS will be aware of risks and incidents and the actions taken to manage these events

  • Demonstrate continuous improvement in incident and risk management.

  • Direct workers on how to provide information on incident management.


4. Policy

Out Loud DS has an Incident Management System which complies with the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018, and will promote the health, safety, welfare, and well-being of its clients and meet its professional and legal responsibilities by ensuring any incidents are appropriately:

  • identified and recorded

  • assessed to determine corrective and / or harm minimisation strategies

  • investigated where necessary

  • followed up in a timely manner and to ensure satisfactory outcomes are achieved

  • considered against legislative / funding body requirements / guidelines (including the NDIS Quality and Safeguards Commission: Incident Management Systems) and acted upon / reported as required

  • shared where appropriate to assist with quality improvement.


This Incident Management System covers and is supported by:

  • Incident Management Policy and Procedure 

  • Incident Reporting system on Happy HR

  • Incidents Register


Families are able to access a copy of the Incident Management Policy if interested - this is made known to them via the Service Agreement and Easy Read documents. Currency of knowledge of incident management is maintained through annual training days on Out Loud’s Human resources platform Happy HR.


5. Procedure

In the event of an incident occurring during the course of an employee’s work, the following procedures must be adhered to. See also:

  • Working with Children Policy and Procedure

  • Zero Tolerance Policy and Procedure

  • Feedback and Complaints Management Policy


5a Identifying incidents

While some incidents are obvious (eg a client fall) it is also important to understand that not all incidents may be so readily identified. Section 3.1 of the NDIS Commission Incident Management Systems: Detailed Guidance for Registered NDIS Providers June 2019 provides guidance to Out Loud DS and its’ staff to consider potential indicators and signs associated with particular types of incidents. While it is acknowledged that this is not an exhaustive list, staff will be educated to assist them with better identifying incidents or potential incidents.


5b For all incidents

  • The Director is to be notified of all incidents

  • An Incident Report form on Happy HR is to be completed within 48 hours of the incident. The report must include all necessary factual details, immediate actions that have been taken, any identified / planned follow-up actions, any reports made to other bodies.

  • The incident is recorded in the Out Loud DS Incidents and Complaints Register by the Director / senior allocated staff member. Access to the register and any completed forms must be limited to senior staff only.

  • Actions are to include as a minimum

    • Providing support to the affected person/s 

    • Consideration by Directors / Management if the incident is reportable and if police / other agencies should be involved, and actions then taken as appropriate

    • When, how and with whom follow-up will occur

    • Risk assessment of the incident, including seeking feedback from involved parties e.g., participant, workers

    • Evaluation / review at the conclusion of the incident to ensure involved parties are satisfied with the outcome

    • Consideration of what people / process / policy changes could be made to improve Out Loud DS’ systems (refer to ' 5d. Outcomes' below)


5c Accident investigations

  • If required, a formal incident investigation will be conducted to explore in more detail why an incident occurred and if any steps are required to prevent it occurring again. As a minimum, incidents requiring investigation include:

    • Any 'Notifiable' incident (refer to OLDS Working with Children, Zero Tolerance and VANED policies and procedures for what needs to be reported, to whom and how)

    • Any incident that could lead to potential litigation.


Note: If police are involved in the incident, no internal investigation is to commence until the police investigations are complete. The Governing body is to be informed as soon as practicable of any incident investigations and their outcomes.




5d Outcomes

  • Outcomes of formal or informal assessments / investigation could include:

    • Further training of staff / others involved

    • Reviewing and enhancing policies and / or procedures

    • Changes to the environment / delivery mode for support services

    • The family and Provider agree to accept the risks inherent in support delivery to achieve goals


5e Follow up/review

  • Actions will be monitored by the Director and updates on progress will be added to the register until the incident is satisfactorily concluded

  • The Senior Therapist body will review the management of all incidents

  • Incident reports and all related documents are to be kept for 7 years.


5f When a participant incident/injury occurs

  • Respond to immediate needs and re-establish a safe environment. Make sure the child, worker and any others present are safe

  • If required, call emergency services to assist, seek medical attention, commence first aid

  • Determine what support the child and / or their family require and how this can be best delivered. This is to include asking them if they want the support of an advocate

  • Consult with the child and / or their family on how to satisfactorily resolve the issue and what could have been done to prevent it occurring

  • Keep the family informed of progress on the incident

  • If a child is involved and receives funding from a government body (e.g., NDIS), the Director will review the requirements and complete the required reporting i.e., Notifiable Incidents

  • If the incident could lead to any potential litigation, Out Loud DS’ professional liability insurer must be informed.


6. Definitions


Event or situation that could have resulted in harm to an individual or to the business. This includes, but is not limited to:

  • Injury and / or near-miss to participant

  • Injury and / or near-miss to workers

  • Acts by a person with disability that did or may have caused serious harm

  • Complaint or negative feedback about the service

  • Actual or suspected abuse of participant / others

  • Breach of privacy / other participant rights eg restrictive practice

  • Less than expected therapeutic outcome

  • Damage to equipment / goods

  • Breach of statutory obligations

Note: NDIS Definition

“An incident is defined as an act, omission, event or circumstance. It may mean any of the following:

  • Acts, omissions, events or circumstances that occur in connection with providing NDIS supports or services to a person with disability and have, or could have, caused harm to the person with disability

  • Acts by a person with disability that occur in connection with providing NDIS supports or services to the person with disability and which have caused serious harm, or a risk of serious harm, to another person

  • Reportable incidents that have or are alleged to have occurred in connection with providing NDIS supports or services to a person with disability”

NDIS Commission Incident Management Systems: Detailed Guidance for Registered NDIS Providers June 2019, p3



Event or situation that actually resulted in harm to an individual or damage to equipment



Something that could potentially lead to an incident or accident


For the purpose of this policy, incidents and accidents are referred to as “incident” for ease of reading.

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