Client incident management system

The department has developed a new client incident management system (CIMS) that focuses on the safety and wellbeing of clients. From 15 January 2018, for department-funded organisations and Victorian-registered NDIS providers of disability and psychosocial supports, the new client incident management system (CIMS) applies.

CIMS IT

Note: These weblinks (URLs) will be active on 15th January, 2018.

For easier access, just copy and paste these URLs to your desktop.

CIMS policy

CIMS Helpline

For CIMS help either call us on 1300 024 863 or email us on CIMS@dhhs.vic.gov.au

Project phasing

The new CIMS is being delivered in three phases, as follows.

Services in scope for CIMS

The new CIMS will apply to the following services, delivered by the department and our funded organisations:

Children, youth and family services

  • Family and community services
  • Out-of-home care
  • Secure welfare
  • Statutory child protection services

Disability services

  • Individual support
  • Information, planning and capacity building
  • Targeted services
  • Residential accommodation services
  • Victorian approved National Disability Insurance Scheme providers of disability and psychosocial supports.

Health services

  • Aged care and carer’s support services
  • Alcohol and drug treatment services
  • Community palliative care services
  • Home and community care (HACC) services for people aged under 65 and under 50 for Aboriginal people)
  • Mental health community support services (MHCSS)
  • Sexual health prevention services.

Housing and community building services

  • Department managed housing
  • Homelessness assistance
  • Long-term housing assistance

Youth services

  • Refugee minor program
  • Youth services

For more information, see the Client incident management guide (word) in Related resources.

NDIS providers

Victoria's quality and safeguards arrangements will remain during transition to full scheme roll-out in 2019. This means that NDIS providers are required to comply with the new CIMS.

For full details of services in and out of scope for the CIMS, see Related resources for the Client incident management guide (word).

  • CIMS Information Technology

    A new IT solution has been developed to support the implementation of the CIMS. The department is working with third party software providers to facilitate the transition to the new IT system.

    All service providers are required to have a client incident register (CIR) to be able to store and transmit client incident reports, investigations and reviews.

    Availability of the department-built CIR

    The department has built a CIR for department-delivered services including Child Protection, Disability Accommodation Services and Secure Welfare. We can provide access to a department-built CIR if funded organisations do not have access to their own.

    Funded organisations intending to use the department-built CIR and who have not completed the CIMS CIR onboarding process for their organisation before 15 January 2018 are requested to do so urgently or risk non-compliance with their service agreement obligations.

    Start the CIMS IT onboarding process by completing the CIMS information technology form.

    Application Program Interface (API)

    Funded organisations intending to use the CIMS API but who have not completed this are required to use the department-built CIR until their systems are ready.

    To use the department-built CIR and start the CIMS IT onboarding process, complete the CIMS Information technology form.

    The CIMS API will allow external service provider systems to electronically submit client incident information from existing IT platforms to the department.

    A new version of the CIMS API specifications was released in August 2017. They are as follows:

    CIMS IT e-learning modules and user guides

    To support users of the department-built CIMS IT solution, the department is developing e-learning modules and user guides.

  • CIMS Learning and development

    To support the implementation of the CIMS, a range of learning and development modules and classroom based sessions have been developed.

    Understanding the CIMS policy

    Four downloadable, self-paced learning modules to support service provider staff in their understanding of the CIMS policy have been developed.

    Each module will take participants between 1 to 2 hours to complete. They include the learning objectives for participants, a number of self-checked learning activities and a participant feedback form.

    Module 1: The CIMS end-to-end model (word)

    Module 2: Responding to and reporting client incidents (word)

    Module 3: Investigating client incidents (word)

    Module 4: Reviewing client incidents (word)

    Training for staff involved in investigating and reviewing client incidents

    One day, classroom based training programs, aimed at service provider staff involved in investigating and reviewing client incidents, have been developed:

    • CIMS Investigating client incidents
    • CIMS Reviewing client incidents

    To book a session, see the CIMS classroom training portal.

    Using the CIMS IT

    Two self-paced, e-learning modules to support service provider staff to use the CIMS IT have been developed.

    Each module will take participants up to an hour to complete. These modules are easy to navigate and include simulations of tasks undertaken within the CIMS IT and an opportunity for participant to practice some tasks.

    CIMS IT user guides

    Two detailed CIMS IT user guides support service provider staff to use the CIMS IT have been developed.

    CIMS IT client incident report form user manual

    The CIMS IT client incident report user manual is designed to be used by service provider staff who are required to report and manage client incidents via the department-built CIMS IT.

    CIMS IT client incident register user manual

    CIMS IT client incident register user manual is a guide to support service provider staff using the CIMS IT client incident register to assess, approve and submit client incident information. In particular it provides information for the manager and Chief Executive Officer/ delegated authority roles.

    CIMS IT training environment incident report webform

    A training environment version of the CIMS IT incident report webform is available to support service provider staff to use the CIMS IT.

    The training environment CIMS IT incident report webform can be used by service provider staff to support them to use the department-built CIMS IT.

    Please note that in the training environment:

    • Users must select ‘Department of Health and Human Services (DHHS)' as the service provider organisation
    • The function to ‘save and return to a draft incident report’ is not enabled.

CIMS video stories

To support the implementation of the CIMS and to assist staff to develop their understanding of the CIMS policy, a series of CIMS video stories have been developed.

Video story 1 – CIMS overview

This video will answer questions such as:

  • What is CIMS?
  • Why has it been introduced?
  • What is changing in relation to client incident management?

Video story 2 – CIMS incident identification, response and reporting

This video will answer questions such:

  • What is changing in relation to client incident reporting?
  • How are incident reports classified?
  • What are the new CIMS incident types?
  • What time frames apply?

Video story 3 – CIMS incident investigations

This video will answer questions such as:

  • What is an incident investigation?
  • What is screening?
  • What is the investigation manager’s role?
  • What time frames apply?

Video story 4 – CIMS incident reviews

This video will answer questions such as:

  • What is an incident review? What is the difference between a case review and root cause analysis review?
  • What is the review manager’s role?
  • What time frames apply?