Support worker encounters an issue that is beyond their experience or role scope
• Support worker self assessesthe situation and decideswhether or not needs support
• Support worker contacts oncall worker
INTE
RAC
TION
S
Attachment 4. High-level Service BlueprintSW
SupportWorker
Support worker contacts on-call worker
Issue
TOO
LS &
SY
STEM
SPO
LICY
&
PROC
DUR
ES
Code of Conduct
On call
On-Call Worker
Care Concerns
Restrictive Practice
Complaint Handling
Rostering system
Client management
system
On-call worker assesses situation and provides guidance to support worker
Assessment,support & coaching
On-call worker assesses the situation and selects the best path of action
• On-call worker receives a calland assesses the situationtogether with the support worker
• On-call worker clarifies theactions to be taken by thesupport worker and on callworker
• On-call worker providescoaching and support tosupport worker
Critical Incident
Response
On-call worker takes action and provides support
Action On-call worker follows up on actions
Follow up
Documentation –Communication
& Reporting
Recruitment / Induction
Rostering Process
Hours / Overtime LeaveClimatic
Stress
Organisationvisual & info
mapCall log
On-call worker’s
toolsSystems
Decision making matrix
Escalation flowchart
Rostering flowchart
Support worker and on-call worker take follow up actions
• Support worker is briefed aset of actions to take andfollows up on these
• On-call worker takes follow upactions (e.g. authorisemedication, cover a shift)
On-call worker logs actions on call log and completes handover
• On-call worker logs actions oncall log
• On-call worker sends call logto organisation's keystakeholders
• On-call worker debriefs
Phase Step
Finance MaintenanceMedical
Support & Administration
SW SW SWOn call
On call
On call
