Client Incident Management System: policy and guidance outlines the key actions and responsibilities of service providers and the Department of Families, Fairness and Housing (DFFH) to manage client incidents. For some incidents an investigation is required, and the investigation report must be submitted to the department within 28 business days of the incident report being endorsed.
There are times when a CIMS incident investigation has to be put on hold due circumstances outside of the service provider’s control. For example, for incidents reported to Victoria Police, the investigation must not begin until Victoria Police have confirmed that the CIMS investigation can commence.
Service providers can request the department to extend the due date for an investigation by up to 60 business days by completing and submitting the request using the Request for extension of due date template.
Once the template is completed, the service provider uploads it to their client incident register (CIR). The Client incident register manual (Section 10.2) provides guidance on using the CIMS IT system.
Once an extended due date has passed, a new form must be submitted to request a further extension if the investigation is still unable to proceed. Failure to do so will result in the investigation becoming overdue.
It is important to note that if an incident investigation is to be delayed, the service provider must still:
- support the carer if they are the subject of allegation (Chapter 2.7 of the CIMS policy)
- support the client through other processes, such as the justice system, which the client may be subject to as a result of the incident.
- For advice or support regarding extension requests for a CIMS investigation, please email StatewideCIMS@dffh.vic.gov.au.