Effective from 20 February 2025

Workflow Owner: Quality Outcomes Manager

<aside> ⚠️ To submit a written incident report:

• Helpers (for incidents impacting a Member or Contractor Helper) - submit via the FGF App
  • Note: If FGF staff are required to submit a Helper incident on their behalf, create an incident ticket on their record and complete Step 1.
• Members - Click the ‘new incident’ button available on the Member’s timeline (via Lookout tab) to complete the incident report. As a last resort, create an incident ticket on the Member’s record and complete Step 1.
• FGF & TLW Corporate Employees (for Employee incidents, including Best Friend Helpers) - submit via the Employee Incident Report Form </aside>

Objective

To provide Five Good Friends and The Lookout Way workers (employees, Helpers and contractors) with an approach to incident management that promotes fast reporting and effective investigation, incorporating analysis, corrective actions and continuous improvement.

Key Information

• Incidents can happen despite our best intentions.
• Five Good Friends has a blame-free culture that encourages workers to report errors or near misses without fear of reprimand. We encourage workers to report incidents, learn from them, collaborate and build solutions when things go wrong.
• Five Good Friends has zero tolerance for abuse and is committed to the safeguarding and the protection of vulnerable people. See the Member Safeguarding Workflow for guidance if an incident relates to allegations or suspicions of abuse, neglect or exploitation.
• All incidents will be investigated to determine the root cause and what actions can be taken to reduce the risk of the incident recurring.
• Members, their loved ones, and workers impacted by an incident should be part of investigation and resolution activities.
• All incidents must be reported verbally immediately once it is safe to do so and then followed with a written incident report.

Definitions

• Abuse, neglect and exploitation – all forms of physical and mental abuse, exploitation, coercion or ill-treatment.
• Affected party / claimant – an individual who has been directly affected by an incident and may be seeking compensation.
• Harm - physical or psychological injury or discomfort that requires medical or psychological treatment to resolve.