Managing critical client incidents

Community housing tenants can include children, young people and adults in a range of settings. Tenants need to be protected and critical incidents must be consistently and properly:

• identified
• reported
• managed
• monitored.

Critical client incidents

Events that happen at or in relation to a community housing property are called critical client incidents if they cause a serious negative impact on the health, safety or wellbeing of a tenant - or anyone present at the property. This type of incident will have happened during the delivery of services or as a result of the service.

These incidents could include:

• unexpected death, serious injury or alleged assault, including:
  • physical abuse
  • sexual abuse
  • sexual assault
  • indecent assault.

• allegations of serious unlawful or criminal activity or conduct that has or could cause serious harm to clients, involving:
  • an employee
  • a subcontractor
  • a volunteer.

• an incident where a client assaults or causes serious harm to others, including:
  • employees
  • volunteers
  • contractors.

• a serious fire, natural disaster, accident or other incidents, which are likely to result in:
  • significant damage to property
  • closure of premises
  • prevention of service provision

• a significant threat to the health and safety of a client.

Community housing provider responsibilities

Community housing providers must report all critical client incidents to Housing Partnerships. This is a requirement in the Master Community Housing Agreement and other agreements including Trust Transfer Deeds.

All deaths must be reported to Housing Partnerships, which is required by law to report any deaths to the coroner.

Community housing providers must make sure the client's safety and wellbeing is the highest priority when an incident happens. Critical client incidents must be:

• reported to Housing Partnerships as soon as possible
• correctly identified
• managed in a timely, effective and consistent manner.

All staff must know their responsibilities following a critical client incident.

Reporting incidents

Consider the following when judging whether an incident should be reported:

• whether the death, serious injury or harm was directly or indirectly related to the services the person was receiving
• whether the standard of services provided are or could be seen as a contributing factor
• the extent of harm that resulted or could result
• the likelihood that others are affected
• if the death, serious injury or harm is due to unusual circumstances
• the duty of care expected of the Trust or the community housing provider.

The Incident Management Unit within the Trust is responsible for classifying incidents as critical.

How to report

Community housing providers must verbally report all critical client incidents within community housing immediately to their contract manager. Call a team leader or the manager of Housing Partnerships if you cannot reach your contract manager.

Email a critical incident report as soon as possible.

All deaths must be reported even if they are not critical incidents.

Contact your contract manager if there is any doubt whether an incident will be considered critical. They will refer it to the Incident Management Unit, South Australian Housing Trust.

If there was a  reportable death, report to the State Coroner Office on 8204 0600.

Failure to notify of a reportable death is an offence.

Refer to the Coroners Act 2003, Part 1, Section 3 Interpretation, 'reportable death'  if you are unsure if an incident is a reportable death. You can call the Coroner’s Office if you are still unsure.

The Housing Partnerships team will follow the process outlined in the internal South Australian Housing Trust Critical Client Incident policy and procedure and the Trust's Coronial policy and procedure.