Client incident management system

Note: CIMS documents are being progressively updated to reflect operational and policy changes. Please contact CIMS@dhhs.vic.gov.au if you have any queries. 

The client incident management system (CIMS) focuses on the safety and wellbeing of our clients by outlining the approach and key actions to manage client incidents.

Reporting client incidents through CIMS applied to department funded organisations and National Disability Insurance Scheme (NDIS) providers from 15 January 2018 and for department staff of selected delivered services from 1 October 2018.

CIMS policy update

Policy update 1-2020 supports the operation of the CIMS and is applicable from 3 February 2020. It should be read in conjunction with the Client incident management guide (the guide) and related summary documents, operational updates, and addenda that provide specific guidance for nominated program areas and service types.

The guidance provided in this update replaces requirements and terminology in the guide and related documents in relation to:

• the steps and timeframes for the submission of major and non-major impact incident reports
• the determination of follow-up actions after a major impact incident
• submission of case review reports to the department
• the use of the term ‘alleged perpetrator’.

For more information, please see the Frequently asked questions - policy update 1-2020 (word).

The updated client incident management summary guide (word) provides a high level overview to assist staff who are responding to and reporting a client incident. 

CIMS guides

The Client incident management guide (CIMS) (word) (guide) describes each of the actions and responsibilities of service providers and the department during the management of client incidents. Service providers include department-funded organisations and department-delivered services.

The Client incident management guide - out-of-home care addendum (CIMS) (word) should be read in conjunction with the guide and provides specific guidance for allegations of abuse by carers (home based care - foster care and kinship care, residential care and lead tenant) of children living in out-of-home care (OOHC).

Client incident register

All service providers must own, manage and maintain a client incident register to capture and transmit information.  For more information, see Client incident register

The CIMS incident report web form and the CIMS client incident register are two components of the department-built CIMS.

• CIMS incident report webform
• CIMS client incident register for external funded organisations
• CIMS client incident register for internal department delivered services.

Outcome report templates

Outcome report templates are available for use or reference, as appropriate.

• Investigation outcome and case review template (word) - to be submitted when an investigation outcome has been determined at screening following finalisation of a case review. 
• Investigation outcome and root cause analysis template (word) - to be submitted when an investigation outcome has been determined at screening following finalisation of a root cause analysis review.

Reportable Conduct Scheme (RCS) and Client Incident Management System (CIMS) investigations

The Department of Health and Human Services and the Commission for Children and Young People have developed guidance material for service providers on undertaking streamlined CIMS and RCS investigations to meet the requirements of both schemes.

This guidance is available on the Incident and allegation investigations page of the Department of Health and Human Services website.

Learning and development

A range of training materials have been developed to support users of the CIMS. For more information, see Learning and development.

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.

In scope services for CIMS

The CIMS applies to the following services, delivered by the department and our funded organisations. For out of scope services, see Appendix C of the Client incident management guide (word).