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Human Services - effective 5 December 2011

The Department of Human Services Critical client incident management instruction 2011 became effective on 5 December 2011. The instruction focuses incident management and reporting on the most important incidents affecting clients and encourages responsibility and commitment from staff and management to improve outcomes for clients.

This instruction outlines the management and reporting requirements for staff that provide services directly delivered or funded by Department of Human Services. It contains twelve sections such as scope of the instruction, roles and responsibilities, when is an incident report required, and privacy. The instruction has been simplified to provide relevant information to front-line staff regarding managing and reporting a critical client incident.

A new Critical client incident management summary guide and categorisation table: 2011 Updated December 2012 summary guide provides an overview of the instruction requirements and has been developed to assist staff in reporting a critical client incident. This summary guide also includes the incident type categorisation table which provides high level guidance to assist staff when selecting an incident type and category.

Completed client incident reports must be faxed to the Department of Human Services on 1300 734 633.



Supporting material

Further information


Please contact a Department of Human Services divisional representative.