Incidents in supported residential services

Incident records are important records that supported residential services (SRS) are required to keep by law.

What is an incident?

An incident is any event which threatens the safety of a resident or staff at, or in relation to an SRS.

If an incident qualifies as a prescribed reportable incident, you must report it to the department (see below).

When should you fill out an incident record?

You are responsible for ensuring an incident record is filled out accurately and promptly after responding to and managing the incident at the SRS.

You are required to record all incidents, however only PRIs are to be notified to the Department of Families, Fairness and Housing (the department).

What information is required to be recorded?

A record of an incident must have the following information:

• a description of the incident including what occurred and the date and time it occurred
• where it occurred
• the names of the people involved
• what action was taken
• the date, time and name of any person notified of the incident
• the name and signature of the person making the record.

You can find an incident record template on the Forms and templates for SRS proprietors. This template meets legislative requirements, although it is not mandatory to use this form.

Who needs to be notified of an incident?

You must notify the resident’s person nominated, guardian and/or financial administration about any:

• significant sign of deterioration in the health status of the resident
• injury to the resident and
• risk taking behaviour by the resident which threatens the safety of the resident or other residents or staff.

Some incidents may require you to contact health service providers, mental health service providers, CASA (Centre Against Sexual Assault), WorkSafe Victoria or the police.

You must also inform the department if a prescribed reportable incident occurs at your SRS.

What is a prescribed reportable incident?

There are four types of prescribed reportable incidents (PRIs):

• an unexpected death of a resident
• a serious injury of a resident
• a fire or other emergency event and
• an alleged serious assault (sexual or physical).

You are required to notify the department of a PRI by the end of the next business day. You can do this by phone or email. You may also need to report incidents to other organisations, including the police, coroner or WorkSafe Victoria.

You can find a template for recording PRIs on Forms and templates for SRS proprietors. This also includes a guide for defining PRIs.

If you are unsure, fill out an incident record then contact an authorised officer to discuss whether the incident is a PRI.

How should I store SRS incident records?

You are required to keep incident records at the SRS. The record must be kept in a secure location that is readily accessible by authorised officers and community visitors at any time.

You are required to complete incident records in English and keep them at the SRS for a period of seven (7) years.

SRS are required to keep all incidents in a:

• bound book with consecutively numbered pages, or
• loose-leaf system in which each incident and each page of a report of the incident is consecutively numbered; or
• database on a computer maintained at the SRS in which each incident is assigned a unique number.

How can incident data be used?

You can use incident data to identify trends and patterns and inform system improvements at your SRS.

The department can use PRI data to assist with sector improvement, training and resource development.

Family violence is a pattern of abusive behaviour where a family member or someone ‘like’ a family member seeks to control and dominate another person.

The law defines family violence as ‘behaviour that is physically, sexually, emotionally, psychologically or economically abusive; threatening or coercive; or in any other way controls or dominates the family member and causes them to feel fear for the safety or wellbeing of that family member or another person.

Family violence and abusive behaviours in SRS

Violence and abusive behaviours can occur in shared living environments, including in SRS.

In an SRS, family violence or abuse can happen between:

• residents who are in a relationship
• a resident and a friend (who may be another resident)
• a resident and a family member
• a resident and someone else who lives outside the SRS.

Some examples of family violence and abusive behaviours include:

• stopping a resident from seeing their friends or family
• controlling a resident’s access to money
• damaging property
• verbally threatening or physically abusing a resident
• stopping a resident from practising their religious beliefs or cultural practices.

Signs

Residents may be at greater risk of abuse and violence because of a physical and/or intellectual disability. Staff should be aware of signs that a resident may be experiencing abuse or violence, including if a resident:

• seems nervous, ashamed or evasive
• can’t access their money
• describes their partner/friend/family member as controlling or prone to anger
• seems uncomfortable or anxious around their partner/friend/family member.

Identifying and responding to family violence and abusive behaviours

• Assess the situation and make the environment safe for the affected resident or residents.
• Support the affected resident or residents by discussing their options with them and asking them how they would like to be supported.
• Seek consent from the resident(s) to:
  • inform their case manager
  • inform the resident’s person nominated /guardian as soon as possible.
• Complete an incident record.
• Notify us if it is prescribed reportable incident by the end of the next business day.

In an emergency call 000 for police assistance or if emergency medical assistance is required. Police should also be called if a crime has occurred or is suspected of having occurred.

Advise police if the resident or residents have difficulty communicating and organise an Independent Third Person (ITP) by calling 1300 309 337.

Resources and assistance

You can find details of a wide range of family violence support services on the