Support worker calls to be guided in a critical decision

Attachment 5. Scenario testing

Support worker decides to call in sick or goes home sick

Support worker calls with medication related incident

Support worker calls to report a maintenance issue

1 3 4Support worker calls reporting critical incident

2

1

5

Person with disability calls to cancel or request a shift

0

Scenarios:

Scenario 0

2

Needtosetupaprotocole.g.callby5pmdaybefore

Encourageclientstomakethathappenwithin officehours.

artefacts

stakeholders

Policy&

procedures

actions

Person with disability calls to cancel or request a shift

Iflostorcan’tgetnameIt’sacriticalincident,actwithin thatframework

- Complain- Investigate- Changeimmediately

TrivialOfficenumber currentlytransferred forLDS

Scenario Support worker decides to call in sick or goes home sick

1

3

1st actionClarifyhow sick

2nd actionCheck welfare & see if they could stay

3rd actionCoach them to stay on

SWcallsOHSC

SWsuggestswhoisavailable

SWmanagesit

OHSCmanages it

OHSCchecksrostering&whoisavailable

OHSC findsagoodmatch

OHSCcall,check&brief

OHSCrosterthemonsystem/email /log iforgchooses

OHSCdocumentwhathappened

artefacts

stakeholders

Policy&

procedures

actions

phone Accesstoown+colleagueroster

Clientmanagementsystem

Rosteringsystem

System forpeoplewilling forshiftsneedingurgent fill

Matchingcriteria(include ifuseagency)

“Theaward”

Breaks,norms,etc.

Supportworker/agency

text

OHSCcall toinform&askstaffmember tostaylonger

Text/Call/

email

Rosteringsystem

Email/notesinrosteringsystem

Peoplewithdisabilities

Supportworker2

Leave Hours/Overtime RosteringProcess

Recruitment/

Induction

Documentation –Communication and Reporting

Scenario

4

SWcallsemergencyfirst

SWcallsOHSC fortriage

OHSCassessessafetyfirst(client,otherpeople)

OHSCcoachthroughfollowupactionsneeded

Prompttocompleteincidentreport

Call otherstakeholders: familymembers, carers,advocates,emergencyserivces

NotifyGM&2ICaccordingtoescalation

artefacts

stakeholders

Policy&

procedures

actions

Criticalincidentresponsechart

Supporttootherclients

call Text/email/call

Call log

Family

Carers

advocates

CriticalIncidentResponse

CodeofConduct

CareConcerns

ClimaticStress

Support worker calls reporting critical incident

2

InformDCSI(all &criticalincidentunit)

Call log

Completeincidentreport

”welfare check”forSW/closingtheloop

Whenrequiredparticipateininvestigationprocess

NeedtodefinewhatcriticalincidentisAbuseEmergencyservicesbeingcalledInjury toclientorSWIssue thatcouldaffectreputationoforganisationBushfireMissing clientRapidly deteriorating conditions

DefinehowtoasseswhatacriticalincidentisTostaffToclientsTooncallperson

Incidentreport

Rosteringsystem

Incidentreport

Escalationflowchart

GM

2ICs

Regulatorybody

DefinetresholdUrgentvs Non urgent

DefinecommunicationflowIfsure aboutthedecision,just inform (TEXT)

Ifnotsure aboutdecision(CALL)

ComplaintHandling

Scenario

5

Comments:Itshould bemanagedinternally exceptforbehaviouralmanagement

SWcallsOHSC

OVERDOSE

artefacts

stakeholders

Policy&

procedures

actions

clientmanagementsystem

Behaviourmanagementplan

Medical staff

MedicalSupportandAdministration

RestrictivePractice

Support worker calls with medication related incident

3

MEDICATIONERROR

PRN

Investigateerror

Refertoclientsnotestounderstandwhy

Tell SWtocallmedicationexpert

Call OHSCtogetpermission

Followinstructions

ContactOHSC

Followprocedure

Filloutincidentreport

WelfarecheckfromOHSC toSW

Reportinclientsnotes

Tell SWtocallmedicationexpert

Followinstructions

Filloutincidentreport

Medicationexpert

Familycarersadvocates

Restrictivepracticeplan

Healthdirect

OAMpharmacysupport

Incidentreportform

Scenario

6

SWcallsOHSC

Understandhowimmediate itis

artefacts

stakeholders

Policy&

procedures

actions

Maintenance Finance

Client’sfamilies

Maintenancecoordinator

Maintenancesupportform

Support worker calls to report a maintenance issue

4

Reporttofixnextday

Immediateresponse

SWfillsinmaintenancesupportform

OHSC tellsSWtocall appropriateservice

LandlordsMaintenancecontractors

Scenario

7

SWcallsOHSC

Assesssituation&determine ifcritical

artefacts

stakeholders

Policy&

procedures

actions

Client’sfamilies

Maintenancecoordinator

Criticalsituationmatrix

NONCRITICAL

CRITICAL

Duringofficehours:report&actionifrequired

Coachthrough(rootcausebeforesolution)

LandlordsMaintenancecontractors

Support worker calls to be guided in a critical decision

5

“Icanall&bounceoffideas”

Avoid:“IhaveaproblemIneedyoutofixit”

SOLUTIONFOUND

TRIAGE->ESCALATE

OHSCcallsbyescalating tillsolutionsfound

SW implement

OHSC logit,confirm,followupactions

Callstakeholdersifkeytosolution

OHSCsendlog

SWdebrieftoTL

Incidentreportform

Escalateflowchart

Call log.

Formatforrecordingfacts&emotions

CriticalIncidentResponse

CodeofConduct

CareConcerns

ClimaticStress

ComplaintHandling