Client incident reporting for services funded by the Department of Families, Fairness and Housing

Information for reporting human services incidents prior to 15 January 2018

Important note:

From 15 January 2018, for department-funded organisations and registered Victorian NDIS providers of disability and psychosocial supports, the new client incident management system (CIMS) applies.

When did the CIMS commence?

The CIMS commenced from 15 January 2018.

Which human services does the CIMS apply to?

It applies to the following human services:

Children, youth and family services

  • family and community services
  • out-of-home care
  • secure welfare
  • statutory child protection services

Disability services

  • individual support
  • information, planning and capacity building
  • targeted services
  • residential accommodation services
  • Victorian approved National Disability Insurance Scheme (NDIS) providers of disability and psychosocial supports

Health services

  • aged care and carer's support services
  • alcohol and drug treatment services
  • community and palliative care services
  • home and community care (HACC) services for people aged under 65 and under 50 for Aboriginal people
  • mental health community support services (MHCSS)
  • sexual health prevention services

Housing and community building services

  • department managed housing
  • homelessness assistance
  • long-term housing assistance

Youth services

  • refugee minor program
  • youth services

The Client incident management guide replaces the following:

  • (former) Department of Human Services Critical Client Incident Management Instruction - Technical Update 2014
  • Responding to Allegations of Physical or Sexual Assault - Technical Update 2014
  • Guidelines for Responding to Quality of Care Concerns in Out-of-Home Care 2014
  • Quality of Support Reviews Guidelines 2015

Find out more about the CIMS

The CIMS webpage has more information about the CIMS, including the policy, link to the incident report webform and client incident register, fact sheets, implementation guidance, learning and development materials and IT requirements.

For assistance with the CIMS, refer to resources within the CIMS webpage or email Stakeholders using their own IT reporting system and submitting incidents via the application program interface should continue to speak with their IT vendor.

For incident reports prior to 15 January 2018

Under the Critical client incident management instruction technical update 2014 (the incident reporting instruction) all services delivered directly by the Department of Health and Human Services are required to report critical incidents involving or impacting upon clients that occur at the service or during service delivery.

This page contains incident reporting guidance along with information about failure to disclose child sexual abuse, better safeguards for people with a disability and the Quality of Support Review process.