DHN Critical Incident Policy

Note: This policy is subject to change at any time. Please check all DHNPolicies on a regular basis for updates.

Disability Homestay Network (DHN) is a program managed by the Australian Homestay Network (AHN).

This policy has been designed and implemented for users of Disability Homestay Network (DHN). The term “DHN” within this policy refers to the Australian Homestay Network Pty Ltd and its subsidiaries, contractors, and affiliated entities involved in the management of the DHN program.

Document Overview:

This document sets out the definition and procedures for DHN, our 24/7 provider, staff and consultants to follow in the event of a critical incident involving a Guest or Guests placed in homestay by the DHN team.

The role of DHN regarding critical incident management is to provide support to aid Guests, Hosts and Support Workers in managing critical incidents and engage the Guest, or their authorised representative to manage communication with next of kin and additional support services required.

Policy Overview

Emergencies and critical incidents can vary significantly in impact and duration. Some will be discrete and short in duration; others may be protracted and last for days or weeks. Effective emergency management involves coordinated actions based on line management principles and designated responsibilities.

This will:

reduce the likelihood of emergencies and critical incidents,
minimise the impact on Guests, staff and Hosts, and
facilitate the return of the placement to normal operations as soon as possible.

Management of emergencies and critical incidents will involve consideration of:

prevention and mitigation of,
preparedness for,
response to,
recovery from, and
review of emergencies and critical incidents.

The DHN team takes responsibility for the management of emergencies and critical incidents. The intention is to minimise trauma and distress to Guests and Hosts and damage to property and to ensure the relevant processes are followed in line with the NDIS Act 2013.

1. Definition

The clinical definition of an “emergency” is as a serious, unexpected, and often dangerous situation requiring immediate action. The event is disruptive to the placement and requires intervention but does not classify as a “Critical Incident”.

Some examples of emergencies to which the DHN community may have to respond include:

Threat of damage to property
Threat or potential harm to person/s
Missing person/s
Accusations of Theft
Depression or anxiety
Restrictive Practices
Sexual Abuse

The clinical definition of a “critical incident” is defined as an event that causes individuals to experience a strong emotional reaction that interferes with their usual coping skills. The event has a level of trauma that is beyond the normal everyday experiences of those affected. Those affected can be the Guest/s or staff assisting the Guest/s, the Guest/s family and friends, and their Host.

2. Accountability

With reference to the NDIS Act 2013, DHN, as an Unregistered Provider must report the most serious of these incidents to the NDIS Commission as reportable incidents. Reportable incidents are defined in the NDIS Act 2013 as:

the death of a person with disability
serious injury of a person with disability
abuse or neglect of a person with disability
unlawful sexual or physical contact with, or assault of, a person with disability
sexual misconduct committed against, or in the presence of, a person with disability, including grooming of the person for sexual activity
the use of a restrictive practice in relation to a person with disability, other than where the use is in accordance with an authorisation (however described) of a State or Territory in relation to the person.

We are required to investigate and act upon alleged breaches of the NDIS Code of Conduct and DHN Policies. We are required to cooperate with any external investigations that are undertaken by the NDIS Commission or other relevant third parties.

It is the responsibility of the DHN team to determine the appropriate course of action for each critical incident taking into consideration the NDIS Act 2013 and NDIS Code of Conduct.

3. Notification

In cases of critical incident the “Emergency and Critical Incident Procedure” must be engaged.

The following communication flow is to be used as a guide for appropriate communication channels:

mergency and Critical Incident Procedure

Critical Incidents must be escalated to a DHN CEO either directly or through the DHN Territory Manager where the incident has occurred, without exception.

4. Intervention

The DHN team is responsible for contacting the Guests authorised representative and / or their carer or Guardian and maintaining communication during the incident.

5. Homestay Host

Keep in contact with the Guest/s Host ensuring that support and assistance is available to them and to keep them informed of the situation as it unfolds.

6. Evaluation

Conduct debriefing session for everyone directly involved in the incident. People can express their emotions about the incident and ensure that any needs are met.

Policies, procedures and the implementation of procedures and responses should be evaluated and possible changes and improvement for future critical incidents discussed and made.

7. Documentation

Records should be kept by the 24/7 provider, DHN CEO (or a representative) throughout the whole response period. Documents and notes should be in line with the information outline in the DHN Complaint Management Policy. Including:

detailed documentation
copies of emails and letters
records of significant interactions
contact details for significant people in the process

8. Follow up

The following are possible issues that may need monitoring:

monitor the need for counselling and maintain contact with those who may need ongoing support
access the need for, and organise debriefing sessions for all those involved in the incident

Critical Incidents - checklist of tasks for DHN 24/7 (guide only)

Tasks	Responsible Person	Date Completed
Notification of critical incident (Guests Personal Evacuation/Emergency Plan to be engaged)
Confirmation of DHN Guest’s identity
Emergency Services engaged as needed
After Hours Call Centre apply management process and notifies DHN State Manager
DHN State Manager completes Critical Incident Initial Report and contacts DHN CEO with report of incident and actions taken
DHN CEO will liaise with stakeholders and advise of further action
DHN National Manager and CEO work to Update and gather information from hospital or police – pass on to Agent and / or Host as necessary
All details of incident are recorded by DHN staff
Assess the need for ongoing counselling and support
Conduct debriefing session
Staff evaluation
Complete all records

This form is to be completed by the relevant staff member following the notification of a critical incident. This document may be used by the DHN State Manager to brief the appropriate Guardian if necessary.

Name of person completing this form:

Date:

Time incident reported:

Person reporting incident:

DHN Guest’s identity:

DHN Host:

Contact Details:

Guest Nominee/Guardian of Guest:

Contact details:

Agent:

Contact details:

Support Worker:

Contact details

Nature of incident:

Outline clearly what happened, where, who was involved and the current situation:

Information from hospital or police (if relevant):

Name of Officer:

Date:

Time:

Contact details:

Case Number:

Hospital contact details:

Date:

Time:

Record any advice or information provided by the Agent

Recorded by:

Date:

Follow up action for Homestay Host, or DHN Management:

Reviewed: March 2022