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Crisis and Critical Incident Policy and Procedure

Everyday Practice is not a crisis, emergency or counselling service and is not the appropriate service to respond to people who are in crisis or to a critical incident.

However, we are committed to providing a compassionate response to people in crisis and providing them with alternative and more appropriates avenues for support. We also understand and respect the need to escalate critical incidents to reduce or remove the impact they are having on the people involved.

We define a crisis to include online communications that infer or directly state a person’s:

  • experience of extreme anxiety or depression;
  • intention or action to self-harm; or
  • intention or attempt of suicide.

We define a critical incident to include online communications that infer or directly state a person’s:

  • abuse, harm or violence, or threat of abuse, harm or violence to themselves or others;
  • death;
  • fraudulent activity; or
  • blackmailing.

What Everyday Practice will do

Everyday Practice may become aware of a person in crisis or of a critical incident via posts submitted to the online Forum or Helpdesk, or through its Feedback and Complaints processes.

Crisis and critical incidents that are directly linked to NDIS supports, services or Providers will be reported to the NDIS Quality and Safeguards Commission when they include information about:

  • the death of an NDIS participant;
  • serious injury of an NDIS participant;
  • abuse or neglect of an NDIS participant;
  • unlawful sexual or physical contact with, or assault of, an NDIS participant;
  • sexual misconduct committed against, or in the presence of, an NDIS participant, including grooming of the NDIS participant for sexual activity; or
  • the unauthorised use of a restrictive practice in relation to an NDIS participant.

When we become aware of a crisis or critical issue through a post submitted to the Forum or Helpdesk, we will send the person an email letting them know their post will not ‘go live’, and the reason why. We will provide them with links to appropriate crisis management and counselling services and let them know if we have escalated the issue to the NDIS Quality and Safeguards Commission.

When we identify a critical incident or crisis through our feedback and complaints process, we will follow our Feedback and Complaints Policy and Procedure in addition to the process outlined above. We will provide links to appropriate crisis management and counselling services and will let the person know if we have escalated the issue to the NDIS Quality and Safeguards Commission.