The department has developed a new client incident management system (CIMS) that focuses on the safety and wellbeing of clients.
The new CIMS empowers service providers to effectively respond to and manage client incidents, to be accountable for their actions and to manage the quality of their own services.
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
- Individual support
- Information, planning and capacity building
- Targeted services
- Residential accommodation services
- Victorian approved National Disability Insurance Scheme providers of disability and psychosocial supports.
- 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 CIMS Implementation fact sheet and the CIMS scope summary in Related information.
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 the CIMS scope summary in Related information.
The new CIMS is being delivered in 2 phases, as follows.
Phase 1: New policy - development of a new client incident management guide (policy)
The new CIMS now has end-to-end approach and comprises 5 stages:
- Identification and response
- Incident investigation
- Incident review
- Analysis and learning of incident information to improve the quality of service and supports to clients.
For more information, see the new CIMS policy summary in Related information.
Phase 2: CIMS implementation - across all in-scope service providers
The implementation date for the CIMS has been revised to 15 January 2018.
The revised implementation date allows for further support to service providers by way of training and information technology support.
Timeframes are as follows.
From September 2017 to 15 January 2018
- Online modules and training programs available for funded organisations and departmental staff
- Transition arrangements to the new CIMS finalised.
From 15 January
- Full implementation of the CIMS
- Current incident reporting approaches to be withdrawn
- Learning and development activities continue.