online workshop

Complaints and Incident Management

Things don’t always go to plan. But there are ways you should respond to complaints and incidents to keep you compliant. This 90 minute workshop will help you put an effective system in place.

Registration

Flexible rescheduling

Change up to 4 hours before.

Why take this course?

Complaints and incidents happen. Things go wrong. It’s part of life and working within the NDIS. So, it’s not surprising that at DSC, we get a lot of questions related to complaints and incident management – like what are the next steps after an incident is reported?

Because the way we respond has the power to turn these sticky situations around. This practical 90 minute workshop will give providers clarity on how to put effective systems in place and what an ideal response looks like when things don’t go to plan. There will be lots of opportunities for questions and examples of real-life issues.  

*Wondering how this workshop is different to similar DSC On-Demand courses? This workshop will be more interactive, with a chance to ask questions and gain practical tips from your real-world scenarios. The on-demand courses are offered in advance, to be completed as prior learning.


What you’ll gain

Across 90 practical minutes, we’ll dive into:

  • How to use tools, including the checklist, to confirm current systems comply with requirements listed in the standards and rules 

  • What is an assessment? When do you need to do it? What should be covered?

  • When and how should you complete an investigation?

  • A summary of the legal and regulatory requirements (including WHS and Workers Compensation laws, NDIS Code of Conduct, rules and standards) 

  • The initial reporting and information-gathering stage

  • A decision tree for assessing incidents 

  • The value of including workers and participants when identifying what went wrong

  • Measures to reduce the risk of a reoccurrence (AKA how to learn from your mistakes)

  • How to uphold privacy and personal information protection

  • A meeting agenda template for when you’re reporting incidents to the board and management

  • How to review and confirm your systems are working as well as they should be


Who’s it for?

  • Anyone responsible for managing incidents and complaints

  • Anyone who is reviewing their current management systems


What’s included?

  • 90 minute virtual workshop via Zoom

  • Incident Management On-Demand Course (pre-reading)

  • Complaints Management On-Demand Course (pre-reading)

  • A systems review checklist

  • Incident assessment and investigation forms

  • Auditing tools for complaints and incidents

  • Meeting minutes templates

Sessions

Your timezone

$295.00

$295.00

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FAQ

Facilitators

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Paula Spencer

Paula has extensive experience developing risk and WHS tools and management systems. Her expertise include researching and writing policies, frameworks, procedures, and training material that is tailored to an organisation's size, scope and culture. Paula knows her way around a risk matrix, is passionate about helping organisations understand their risk appetite and embedding robust risk frameworks in the heart of the organisation. Prior to joining DSC, Paula worked in the disability sector for 8 years as a Risk and Compliance Manager. Paula is fast becoming a highly valued member of the quality team. Paula loves to garden, cook and spring clean. Just as well, she's going to need to clear some wall space – she is currently completing a Graduate Diploma in Governance and Risk Management and clocking up a country show ribbon count for eggs from her rare chickens.

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Therese Morgante

Therese comes to Team DSC with over 25 years experience in the sector across a range of government, consulting and provider roles. She has played key roles throughout Victoria's progression towards individualised funding, including design and initial implementation of self directed funding at the Transport Accident Commission (TAC) and supporting the establishment of the Barwon NDIS pilot site. As a clear thinker, Therese is able to get to the heart of an issue quickly to solve policy dilemmas. When she is not touring suburban sporting grounds with her two sons or obsessively watching documentaries on the British Royal Family, Therese is an avid reader, improving cook, lover of Australian politics and (very) amateur art critic.