1. Identify the risk by completing a suicide risk screen
  2. Action Following Risk Screening

Identify the risk by completing a suicide risk screen

Complete a suicide risk screen when themes of suicidality are evident during interaction with a client, even when the client is a child or is deemed to lack capacity.

Risk may present differently, for example in children, adolescents and other vulnerable populations. When screening for suicide or self-harm risk, consider:
  • Changes in mood, behaviour or functioning (e.g. withdrawal, low mood, school refusal, changes in sleep or appetite).
  • Family conflict, dysfunction or other adverse childhood experiences.
  • Increased talk or preoccupation with suicide, death or dying.
  • Disruptive or risk-taking behaviours.
  • Limited understanding of the lethality or consequences of self-harm or suicidal behaviours.
  • Exposure to suicide (e.g. family, peers or media).
  • Recent bullying, social isolation or relationship difficulties.
  • Gender identity or sexuality-related distress, including for LGBTQIA+ individuals.
  • Cultural and population-specific factors, recognising that some groups, including Aboriginal and Torres Strait Islander peoples, experience a higher prevalence of suicide and may require culturally safe assessment and support.
The purpose of the suicide risk screen is to determine the client's THOUGHTS / PLAN / INTENT.
Use the risk screening tool at SAK Suicide Risk Screener.

Adapt your language to meet the client's individual needs and developmental level.

Action Following Risk Screening

If a client is identified as a LOW level risk

  1. Advise the client that you are concerned about their safety and, as part of your duty of care, will need to inform their parent, guardian or next of kin. Where appropriate, involve them in how this is communicated. If the child is involved with the Department of Child Protection, notify the primary caregiver and Child Protection Case Manager. If they request that no one be informed, explain your duty of care and the need to act to protect their safety.
  2. Ask if they have a safety plan that you can help them put in place.
  3. If they have already safety plan, please review this with the client.
  4. If they do not have one, complete a safety plan with the client using any of these options:
  5. Ensure the client, yourself and any other relevant supports have a copy of the safety plan and upload to Elara.
  6. Follow up with caregiver and stakeholders to ensure the client has additional supports (e.g. appointment with GP, CAMHS mental health clinician, psychologist).
  7. Complete a debrief with Team Leader, Clinical Supervisor and/or Clinical Practice Advisor.
  8. Document on Elara using Suicide Risk Screening and/or Self-Injury case note template.
  9. DOES NOT NEED TO BE REPORTED VIA CLINICAL INCIDENT REPORTING.
  10. In future appointments, continue to monitor risk and readminister screening if any changes in risk factors occur.

If a client is identified as MODERATE level risk

  1. Advise the client that you are concerned about their safety and, as part of your duty of care, will need to inform their parent, guardian or next of kin. Where appropriate, involve them in how this is communicated. If the child is involved with the Department of Child Protection, notify the primary caregiver and Child Protection Case Manager. If they request that no one be informed, explain your duty of care and the need to act to protect their safety.
  2. Ask if they have a safety plan that you can help them put in place.
  3. If they have already safety plan, please review this with the client.
  4. If they do not have one, complete a safety plan with the client using any of these options:
  5. Ensure the client, yourself and any other relevant supports have a copy of the safety plan and upload to Elara.
  6. Call the appropriate mental health crisis as per National 360 procedure.
  7. It is your duty of care to make this call regardless of the client's agreement or consent. It can be helpful to empower the client to call themselves if appropriate while you are still at the home.
  8. CLICK HERE for state-based contact numbers.
  9. Provide a concise handover, including the client's name, date of birth, known diagnoses, your involvement, presenting concerns, current mental state, identified risks, supports in place, actions taken, and rationale for requesting further mental health assessment.
  10. Follow up with client and key stakeholders to ensure the client is connected with additional supports (e.g. appointment with GP, mental health clinician, psychologist) and their care team is aware of the risks.
  11. Complete a debrief with Team Leader, Clinical Supervisor and/or Clinical Practice Advisor.
  12. Document on Elara using Suicide Risk Screening and/or Self-Injury case note template.
  13. TO BE REPORTED AS A CLINICAL INCIDENT.
  14. Determine if actions with Child Protection Services are needed.
  15. If Child Protection is involved, ensure the Child Protection Case Manager is aware of the current situation. Ensure the child has a suicide prevention support plan in place and on file.
  16. If there are concerns the parent or guardian does not have the capacity to provide adequate safety or protection to the child, discuss the need to make a Child Protection Services report with Clinical Supervisor, Team Leader, or Paediatric Clinical Practice Advisor.
  17. Prior to next appointment, therapist to contact the care team and request a copy of the suicide risk management plan to ensure a clear plan to follow.
  18. Update Pre-Appointment Risk tool before any future clinical activity with client.

If a client is identified as a HIGH level risk

  1. Advise the client that you are concerned about their safety and, as part of your duty of care, will need to inform their parent, guardian or next of kin. Where appropriate, involve them in how this is communicated. If the child is involved with the Department of Child Protection, notify the primary caregiver and Child Protection Case Manager. If they request that no one be informed, explain your duty of care and the need to act to protect their safety. Aim to immediately involve the caregiver in a discussion before following the next steps.
  2. Advise the client that this is a serious situation and that you have an obligation to act to ensure their safety.
  3. Ask if they have a safety plan that you can help them put in place (if safe to do so and the client is able to engage with this).
  4. If they have already safety plan, review this with the client.
  5. If they do not have one, complete a safety plan with the client using any of these options:
  6. Ensure the client, yourself and any other relevant supports have a copy of the safety plan and upload to Elara.
  7. If the client is at immediate risk of acting on their thoughts of suicide, or they have already harmed themselves and their safety is at immediate risk, call 000 emergency services.
  8. Call the appropriate mental health team as per National 360 procedure. If the mental health crisis assessment team is not available or if the client refuses, contact emergency services.
  9. It is your duty of care to make this call regardless of the client's agreement or consent. It can be helpful to empower the client to call themselves if appropriate while you are still at the home.
  10. CLICK HERE for state-based contact numbers.
  11. Provide a concise handover, including the client's name, date of birth, known diagnoses, your involvement, presenting concerns, current mental state, identified risks, supports in place, actions taken, and rationale for requesting further mental health assessment.
  12. If safe to do so, the therapist should stay with the client until emergency services arrive. Try to engage the client in soothing and distracting activities.
  13. Call Team Leader when safe to do so (as soon as possible).
  14. Document on Elara using Suicide Risk Screening and/or Self-Injury case note template.
  15. Complete CLINICAL INCIDENT form as soon as possible.
  16. Consider the need for Child Protection involvement.
  17. Where Child Protection Services are involved, notify the Child Protection Case Manager of the current situation and ensure a current suicide prevention or safety plan is documented.
  18. Where there are concerns that a parent or guardian cannot adequately protect the child, consult with your Clinical Supervisor, Team Leader or Paediatric Clinical Practice Advisor regarding the need for a Child Protection report and complete a report where appropriate.
  19. Prior to next appointment, therapist to contact CAMHS and/or the care team and request a copy of the suicide risk management plan to ensure a clear plan to follow.
  20. Update Pre-Appointment Risk tool before any future clinical activity with client.

Mental Health Support Lines

Service Contact
Lifeline 24-hour line13 11 14
Lifeline Text Service (12pm-midnight daily)Text: 0477 131114
Suicide Call Back Service1300 659 467
Beyond Blue 24-hour line1300 224 636
Kids Helpline (25 or under)1800 551 800
Men's Line Australia1300 789 978
Q Life (for LGBTIQ+)1800 184 527
13 Yarn (for Aboriginal and Torres Strait Islander people)13 92 76
Headspace online counselling1:1 online chat service

Mental health crisis assessment team contact details

State Service Contact
ACTMental health triage service1800 629 354
NSWMental health line1800 011 511
NTNorthern Territory mental health line1800 682 288
QLD24 hour specialist mental healthcare1300 642 255
SAMental health triage service13 14 65
TASMental health service helpline1800 332 388
WA PeelMental Health Emergency Response Line (MHERL)1800 676 822
WA MetroMental Health Emergency Response Line (MHERL)1300 555 788
VICSuicideLine Victoria (statewide 24/7)1300 651 251

Child and adolescent mental health service (CAMHS) crisis contact numbers

State Service Contact
QLD1300 MH CALL1300 642 255
WACAMHS Crisis Connect (24/7)1800 048 636
SAMental Health Triage Service13 14 65
TAS 1800 332 388
NSWMental Health Line1800 011 511
NT 1800 682 288
VICSuicideLine Victoria (24/7)1300 651 251


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National 360 Responding to Self-Injury
  1. Identify the risk
  2. Managing the risk
  3. Action plan and documentation

Part 1: Identifying Risk

If a client discloses recent self-injury, or you observe signs of possible self-injury, complete the following screening process:
  1. Approach the conversation sensitively: Ask the client whether they feel comfortable talking about the self-injury. Use a calm, non-confronting approach. For example: "Sometimes, when people are experiencing significant emotional distress, they may intentionally hurt themselves. Is that what happened here?"
If the client declines to discuss it, document this, explain your concerns, and advise that you will liaise with appropriate supports as part of your duty of care.

Allow sufficient time for the client to respond to questions.
  1. Provide reassurance: Reassure the client that your role is to support them and help keep them safe.
  2. Explain your concerns: Advise the client that, due to concerns about their safety, you need to ask some additional questions to better understand their needs and provide appropriate support.
  3. Gather information about the self-injury:
    • Method and location: How did the self-injury occur, and where on the body?
    • Purpose: Was the intent to end their life, or was the self-injury used as a way of coping with distress?
    • History: Is this a recent behaviour, or has self-injury been used as a coping strategy over time?
  4. Explore contributing factors: Discuss the circumstances that led to the self-injury and any current stressors or concerns. Ask: "Can you tell me what was happening before you self-injured?"
Wherever possible, obtain information directly from the client. If this is not possible, seek information from the person who knows the client best.

Part 2: Managing the risk

  1. If the self-injury is related to suicidal thoughts/intention or presents a severe risk to the client's safety, follow Responding to Suicidality procedure and refer to the suicide flashcard for advice.
  2. If the self-injury is not related to suicidal thoughts/intention:
    • Check if medical support for physical injuries is required. Any cut which is gaping requires medical attention, as it may need stitches.
    • If urgent, contact 000 and contact relevant supports (parents, guardian, NOK).
    • If non-urgent, liaise with the client to arrange support getting medical attention such as parent, guardian or NOK. Recommend the parent/guardian/NOK to make an appointment with their GP if needed.
    • Any burn which is two centimetres or larger in diameter, and any burn on the hands, feet or face requires medical attention.
    • If the person has harmed themselves by taking an overdose of medication or consuming poison, immediately call an ambulance, as this is a high lethality method and risk of harm is high.
    • Review if the self-injury is a known risk for this client. Is this part of a long-term pattern of behaviour or a new behaviour? Is there a behaviour support plan in place?
    • Involve the client's support network. Ask the client who is aware of their self-injury and explain that, as part of your duty of care, you may need to liaise with their parent, guardian, or support team to ensure they receive appropriate support.
    • Confirm existing awareness. Establish whether the self-injury is a known behaviour and whether the client's supports are aware of the recent incident.
    • Inform relevant supports. If the client's supports are unaware of the self-injury, explain your duty of care to notify relevant supports. Wherever possible, involve the client in how this information is shared. If the client objects, explain that information may still need to be shared to ensure their safety.
    • Liaise with the behaviour support practitioner. Where a behaviour support practitioner is involved, consult with them to understand existing strategies and supports that may assist the client.
  3. Provide immediate support during the session:
    • Validate the client's emotional experience and respond with empathy.
    • Explore current coping strategies and identify what has been helpful.
    • Ask how you can best support them in the moment.
    • Focus on reducing distress and addressing underlying needs rather than stopping self-injury.
    • Encourage effective self-regulation and coping strategies.
    • Facilitate access to appropriate mental health and community supports.
    • Where self-injury is longstanding, focus on coping, wellbeing, and support needs.
  4. Assess environmental safety: Explore whether the client's environment is safe and, where appropriate, encourage the removal of items used for self-injury, involving the parent/carer or guardian.
Do not remove items if doing so places you at risk. Where safety concerns are present, liaise with the parent/guardian/NOK to implement appropriate safety measures.

Part 3: Action plan

If a client is identified as a LOW level risk

  1. Advise the client that you are concerned about their safety and, as part of your duty of care, will need to inform their parent, guardian or next of kin. Where appropriate, involve them in how this is communicated. If the child is involved with the Department of Child Protection, notify the primary caregiver and Child Protection Case Manager. If they request that no one be informed, explain your duty of care and the need to act to protect their safety.
  2. Ask if they have a safety plan that you can help them put in place.
  3. If they have already safety plan, please review this with the client.
  4. If they do not have one, complete a safety plan with the client using any of these options:
  5. Ensure the client, yourself and any other relevant supports have a copy of the safety plan and upload to Elara.
  6. Follow up with caregiver and stakeholders to ensure the client has additional supports e.g. appointment with GP, CAMHS mental health clinician, psychologist.
  7. Complete a debrief with Team Leader, Clinical Supervisor and/or Clinical Practice Advisor.
  8. Document on Elara using Suicide Risk Screening and/or Self-Injury case note template.
  9. DOES NOT NEED TO BE REPORTED VIA CLINICAL INCIDENT REPORTING.
  10. In future appointments, continue to monitor the risk and readminister screening if any changes in risk factors occur.

If a client is identified as MODERATE level risk

  1. Advise the client that you are concerned about their safety and, as part of your duty of care, will need to inform their parent, guardian or next of kin. Where appropriate, involve them in how this is communicated. If the child is involved with the Department of Child Protection, notify the primary caregiver and Child Protection Case Manager. If they request that no one be informed, explain your duty of care and the need to act to protect their safety.
  2. Ask if they have a safety plan that you can help them put in place.
  3. If they have already safety plan, please review this with the client.
  4. If they do not have one, complete a safety plan with the client using any of these options:
  5. Ensure the client, yourself and any other relevant supports have a copy of the safety plan and upload to Elara.
  6. Call the appropriate mental health crisis as per National 360 procedure.
  7. It is your duty of care to make this call regardless of the client's agreement or consent. It can be helpful to empower the client to call themselves if appropriate while you are still at the home.
  8. CLICK HERE for state-based contact numbers.
  9. Provide a concise handover, including the client's name, date of birth, known diagnoses, your involvement, presenting concerns, current mental state, identified risks, supports in place, actions taken, and the rationale for requesting further mental health assessment.
  10. Follow up with client/key stakeholders to ensure the client is connected with additional supports e.g. appointment with GP, mental health clinician, psychologist and their care team is aware of the risks.
  11. Complete a debrief with Team Leader, Clinical Supervisor and/or Clinical Practice Advisor.
  12. Document on Elara using Suicide Risk Screening and/or Self-Injury case note template.
  13. TO BE REPORTED AS A CLINICAL INCIDENT.
  14. Determine if actions with Child Protection Services are needed.
  15. If Child Protection is involved, ensure the Child Protection case manager is aware of the current situation. Ensure the child has a suicide prevention support plan in place and on file.
  16. If there are concerns the parent/guardian does not have the capacity to provide adequate safety or protection to the child, then discuss the need to make a Child Protection Services report with clinical supervisor, Team Leader, or paediatric Clinical Practice Advisor.
  17. Prior to next appointment: Therapist to contact the care team and request a copy of the suicide risk management plan to ensure a clear plan to follow.
  18. Update Pre-Appointment Risk tool before any future clinical activity with client.

If a client is identified as a HIGH level risk

Complete the suicide risk screener

  1. Advise the client that you are concerned about their safety and, as part of your duty of care, will need to inform their parent, guardian or next of kin. Where appropriate, involve them in how this is communicated. If the child is involved with the Department of Child Protection, notify the primary caregiver and Child Protection Case Manager. If they request that no one be informed, explain your duty of care and the need to act to protect their safety. Aim to immediately involve the caregiver in a discussion before following the next steps.
  2. Advise the client that this is a serious situation and that you have an obligation to act to ensure their safety.
  3. Ask if they a safety plan that you can help them put in place (if safe to do so and the client is able to engage with this).
  4. If they have already safety plan, review this with the client.
  5. If they do not have one, complete a safety plan with the client using any of these options:
  6. Ensure the client, yourself and any other relevant supports have a copy of the safety plan and upload to Elara.
  7. If the client is at immediate risk of acting on their thoughts of suicide, or they have already harmed themselves and their safety is at immediate risk, call 000 emergency services.
  8. Call the appropriate mental health team as per National 360 procedure. If the mental health crisis assessment team is not available or if the client refuses, contact emergency services.
  9. It is your duty of care to make this call regardless of the client's agreement or consent. It can be helpful to empower the client to call themselves if appropriate while you are still at the home.
  10. CLICK HERE for state-based contact numbers.
  11. Provide a concise handover, including the client's name, date of birth, known diagnoses, your involvement, presenting concerns, current mental state, identified risks, supports in place, actions taken, and the rationale for requesting further mental health assessment.
  12. If safe to do so, the therapist should stay with the client until emergency services arrive. Try to engage the client in soothing and distracting activities.
  13. Call Team Leader when safe to do so (as soon as possible).
  14. Document on Elara using Suicide Risk Screening and/or Self-Injury case note template.
  15. Complete CLINICAL INCIDENT form as soon as possible.
  16. Consider the need for Child Protection involvement.
  17. Where Child Protection Services are involved, notify the Child Protection Case Manager of the current situation and ensure a current suicide prevention or safety plan is documented.
  18. Where there are concerns that a parent or guardian cannot adequately protect the child, consult with your Clinical Supervisor, Team Leader or Paediatric Clinical Practice Advisor regarding the need for a Child Protection report and complete a report where appropriate.
  19. Prior to next appointment: Therapist to contact CAMHS and request a copy of the suicide risk management plan to ensure a clear plan to follow.
  20. Prior to next appointment: Therapist to contact the care team and request a copy of the suicide risk management plan to ensure a clear plan to follow.
  21. Update Pre-Appointment Risk tool before any future clinical activity with client.

Mental Health Support Lines

Service Contact
Lifeline 24-hour line13 11 14
Lifeline Text Service (available 12pm-midnight daily)Text: 0477 131114
Suicide Call back Service1300 659 467
Beyond Blue 24-hour line1300 224 636
Kids Helpline (if 25 or under)1800 551 800
Men's Line Australia1300 789 978
Q Life (For LGBTIQ+)1800 184 527
13 Yarn - support for Aboriginal and Torres Strait Islander people13 92 76
Headspace online counselling1:1 online chat service

Mental health crisis assessment team contact details

State Service Contact
ACTMental health triage service1800 629 354
NSWMental health line1800 011 511
NTNorthern territory mental health line1800 682 288
QLD24 hour specialist mental healthcare1300 642 255
SAMental health triage service13 14 65
TASMental health service helpline1800 332 388
WA PeelMental Health Emergency Response Line (MHERL)1800 676 822
WA metroMental Health Emergency Response Line (MHERL)1300 555 788
VICSuicideLine Victoria (statewide 24/7)1300 651 251

Child and adolescent mental health service (CAMHS) crisis contact numbers

State Service Contact
QLD 1300 MH CALL (1300 642 255)
WACAMHS Crisis Connect (24/7)1800 048 636
SAMental Health Triage Service13 14 65
TAS 1800 332 388
NSWMental Health Line1800 011 511
NT 1800 682 288
VICSuicideLine Victoria (24/7)1300 651 251


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Warning Signs

STAMP can be used to describe behaviours exhibited by a person who is becoming agitated and potentially aggressive and violent.
https://www.youthaodtoolbox.org.au/5-recognising-warning-signs-potential-aggressive-behaviour-violence

S STARING: prolonged glaring
T TONE: sharp, sarcastic, loud, argumentative
A ANXIETY: flushed face, heaving breathing, rapid speech, reaction to pain
M MUTTERING: talking under breath, criticizing staff to self or others, mimicking staff
P PACING: walking around in confined space


Additional warning signs could include:
  • Appearance: Carrying anything that could be used as a weapon, changes in selfcare, evidence of being under the influence of substances.
  • Physical signs: Restless or agitated, pacing, standing up frequently, clenching/grinding of jaw or fists, hostile facial expressions with sustained eye contact, huffing and puffing, rapid movements, aggressive body language, throwing things, face turning pale or red, increased breathing rate.
  • Mood: Angry, irritable, anxious, tense, distressed, difficulty controlling emotions.
  • Speech: Loud, swearing or threatening, slurred. Verbally expressing threats.
  • Worker's reaction: Fear, unease, frustration, anger.

Potential Triggers

  • Temperature changes (especially excessive heat)
  • Noise/over stimulation
  • Staff turnover
  • Hallucinations/psychosis
  • Changes in routine/lack of structure
  • Communication difficulties
  • Perception of being judged and/or disrespected


Antonacci DJ, Manuel C, Davis E. Diagnosis and treatment of aggression in individuals with developmental disabilities. The Psychiatric Quarterly. 2008 Sep;79(3):225-247. DOI: 10.1007/s11126-008-9080-4.

De-escalation Strategies

Things to do Things to avoid
  1. Stay calm, regulate your emotions
  2. Pay attention to your own body language (80-90% of communication is non-verbal)
  3. Listen
  4. Adopt a passive and non- threatening body posture (hands by side with empty palms facing forwards, body at 45-degree angle to the person)
  5. Let the person talk and acknowledge their feelings
  6. Ask open ended questions to maintain dialogue – not excessive questions
  7. Be flexible
  8. Use the space for self-protection (position self-next to exit, don't crowd the person)
  9. Structure the work environment for safety (safety tracker set, remove items that can be used against you)
  10. Make sure other people are out of harm's way –if safe to do so
  • Challenge or threaten the person by tone of voice, eyes, body language
  • Say things to escalate the aggression
  • Yell, even if you are being yelled at
  • Turn your back
  • Rush the person
  • Argue with the person
  • Stay around if the person doesn't want you to
  • Tolerate violence or aggression
  • Try to disarm a person with a weapon



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If a therapist attends an appointment and a client has a behaviour of concern.

If the client has a BSP

  • Review the BSP plan.
  1. If it is a known behaviour and the therapist/client is not injured (****)
    1. Document the behaviour of concern
    2. This does not require a clinical incident report
  2. If it is a known behaviour of concern and the therapist is injured
    1. Document the behaviour of concern
    2. Complete Clinical incident and WH&S form
    3. Request support from TL to review Pre-Appointment Risk screen for future intervention
    4. Communicate with BSP to provide update
    5. Document the behaviour of concern

If the client does not have a BSP

  • If the therapist or another person present at the session was injured or presents as an increased risk of harm (including the participant e.g. absconding, head banging, eating non-food items):
    1. Document in case notes
    2. Complete Clinical incident and WH&S form
    3. Contact stakeholders to inform of incident and recommendations (which may include the need for BSP Assessment/Referral)
    4. Seek support from TL to review Pre-Appointment Risk Form prior to any further clinical contact
  • If no-one was injured:
    1. Document in case notes
    2. Contact stakeholders to inform m of incident and recommendations (which may include the need for BSP Assessment/Referral)
    3. Update the Pre-Visit Risk Assessment Form prior to any further clinical contact
    4. A CLINICAL INCIDENT form is not required


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Child Safety Reporting Guidelines

For comprehensive guidance on child safety reporting procedures and best practices, please refer to the Child Safety Reporting Guidelines document:

Child Safety Reporting Guidelines


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Abuse can be defined as the "violation of an individual's human or civil rights, through the act or actions of another person or person" (NDIS, 2022). Example of abuse could include:

  • Physical (punching, hitting, slapping etc)
  • Sexual (non-consensual)
  • Psychological or emotional (threatening, harassing or intimidation)
  • Constraints or restrictive practice
  • Financial (wrongful use or restricting use)
  • Systemic (failure to recognise or provide adequate or appropriate services – person’s age, gender, culture, needs or preferences)
  • Neglect is a "failure to provide the necessary care, aid or guidance to dependent adults or children by those responsible for their care" (NDIS, 2022)
  • Physical (inadequate food, shelter, clothes or protection)
  • Passive (withholding or failing to provide necessities of life)
  • Willful deprivation (denying a person assistance)
  • Emotional- (restricting social, intellectual and emotional wellbeing)

If clinicians have concerns regarding abuse and neglect they should always seek assistance from their clinical or team leader for support. As a guide:

If a clinician witnesses or receives firsthand reports of events that could be identified as abuse or neglect:

  1. Attend to any emergency needs (e.g. injuries or seeking emergency assistance)
  2. Contact most appropriate support person to advise of concern/issue
  3. Contact TL to report concern/issue
    1. This may include support to complete a phone call notification via the below links to report the incident
    2. This information does not need to be disclosed to external parties other then the reporting party
    3. Please note that if this relates to a child, the TL and clinician are required to review the child protection policy for specific reporting requirements to their location/state.
  4. Complete case note documentation with all details
  5. Complete clinical incident report
  6. Seek support from TL to complete an updated Pre-Appointment Risk Assessment prior to any further clinician intervention

If a clinician is provided information that is not firsthand of events that could be identified as abuse or neglect :

  1. Document report in case notes
  2. Contact TL to report concern/issue
    1. This may include support to complete a phone call notification via the below links to report the incident
    2. This information does not need to be disclosed to external parties other then the reporting party
    3. Please note that if this relates to a child, the TL and clinician are required to review the child protection policy for specific reporting requirements specifically to their location/state
  3. Seek support from TL to complete an updated Pre-Appointment Risk Assessment prior to any further clinical intervention
  4. THIS DOES NOT NEED TO BE REPORTED VIA CLINICAL INCIDENT FORM

Reporting Contacts

Child Safety:



NDIS Participants:

Aged Care:
  • Contact the aged care provider as soon as possible so they can initiate the reporting process


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National 360's Incident and Near Miss Policy and Procedure outlines that your Team Leader / Manager must be informed of all incidents as soon as they occur. The incident Report form should be completed and submitted within 24 hours of the incident occurring.

Understanding what incidents require reporting:

All therapists are responsible for understanding incident reporting.

Clinical Incident:
Any acts, omissions, events, or circumstances connected with providing support or services to a person with a disability which have, or could have, caused harm to the person receiving services.

Reportable Incident:
A reportable incident is any of the below:
  • The death of a person with a disability
  • Serious injury of a person with a disability
  • Abuse or neglect of a person with a disability
  • Unlawful sexual or physical contact with, or assault of, a person with a disability
  • Sexual misconduct committed against, or in the presence of, a person with a disability, including grooming the person with a disability for sexual activity
  • Use of restrictive practice to a person with a disability where the restrictive practice use is not following an authorisation (however described) of a state or territory concerning the person, or if it is used according to that authorisation but not following a behaviour support plan for the person with disability


WHS Incident:
Means a death, serious injury, illness, dangerous incident or near miss that arises out of the conduct of services, whether or not it is reportable to the relevant workplace health and safety regulator.

Notifiable Incident:
A notifiable incident is when:
  • A person dies
  • A person experiences a serious injury or illness
  • A potentially dangerous incident occurs

What to do when an incident occurs during an appointment:

  • Ensure the client and/or others impacted are safe with all immediate care provided.
  • Acknowledge the impact that the incident had on the client and/or their family.
  • Outline the client’s rights; this includes acknowledgement that their thoughts and opinions will be taken into consideration and that themselves and their advocate (if they have one present) will be kept informed throughout the process.
  • Assure the client and/or their family that the matter will be taken seriously and dealt with in an objective and equitable manner.
  • Advise the client and their advocate (if one is present) that they will be kept informed of progress and any outcomes or follow-up that stem from the investigation.
  • Ensure that the client can provide feedback on National 360’s response to the incident.

What to do after the appointment:

  • Contact your team leader or Manager to complete a debrief and review the requirements for reporting incidents as outlined in the relevant National 360 Policy.

Helpful Resources:


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Get Home Safe

Content for Get Home Safe is coming soon!



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Employee Assistance Program (EAP)

National 360’s EAP is supported by SONDER. Please review the EAP poster below for additional details.

View EAP Poster

Suicide Call Back Service

Anyone thinking about suicide.

Website: suicidecallbackservice.org.au
Phone: 1300 659 467

Lifeline

Anyone having a personal crisis.

Website: www.lifeline.org.au
Phone: 13 11 14

Beyond Blue

Anyone feeling anxious or depressed.

Website: beyondblue.org.au
Phone: 1300 22 46 36

Kids Helpline

Counselling for young people aged 5-25.

Website: kidshelpline.com.au
Phone: 1800 55 1800

MensLine Australia

Men with emotional or relationship concerns.

Website: mensline.org.au
Phone: 1300 78 99 78

Open Arms

Veterans and families councelling.

Website: openarms.gov.au
Phone: 1800 011 046



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National 360 Client Support

Client Expresses Suicidal Thoughts - CST Quick Guide

CST Role and Key Principle

Listen. Support. Refer. Escalate.

Client Support team members are not mental health professionals and do not conduct clinical suicide risk assessments or manage suicide risk.

CST may complete a brief immediate safety check to determine the appropriate operational response. Our role is to listen calmly, acknowledge the person's distress, connect them with appropriate support services, and follow internal procedures.

Scope Boundary: CST staff do not provide counselling, therapy, crisis intervention, or clinical suicide risk assessments.

1. Listen and Acknowledge

Suggested wording:

  • I'm sorry you're going through this.
  • Thank you for telling me.
  • I want to help connect you with the right support.

2. Check Immediate Safety

Purpose: Make a brief immediate safety check to determine the next action. This is not a clinical suicide risk assessment.

Ask:

  • Are you safe right now?
  • Are you in immediate danger or do you need emergency help right now?
If the person advises they are in immediate danger, or CST has concerns for the person's immediate safety:

"I'm concerned about your immediate safety. Please call 000 now or go to your nearest Emergency Department."

If no immediate danger is identified: Acknowledge the person's distress, provide crisis support contacts, and encourage them to connect with a trusted support person and/or treating healthcare professional.

3. Crisis Support Contacts

Lifeline: 13 11 14 - 24/7 crisis support

Suicide Call Back Service: 1300 659 467 - 24/7 phone and online counselling

Beyond Blue: 1300 22 4636 - mental health support

Suggested wording: "While I'm not a mental health professional, I'd like to connect you with services that can provide immediate support. If you're comfortable, I can transfer you now, or I can provide the contact details for you to contact them directly."

4. Encourage Other Supports

  • A trusted friend or family member
  • Their GP
  • Their psychologist, psychiatrist, or mental health team

5. Case Notes

Record factual information only, including relevant statements made by the caller, crisis support information provided, and any emergency action discussed (for example request a contact to 000).

Tag the Team Leader as an FYI in accordance with standard CST processes. No follow-up is required unless otherwise determined by the Team Leader.

Crisis Support SMS Template

Optional: Send a follow-up SMS containing crisis support details.

Thank you for speaking with us today. If you need immediate support, please contact Lifeline on 13 11 14 (24/7), Suicide Call Back Service on 1300 659 467, or Beyond Blue on 1300 22 4636. If you are in immediate danger or feel unsafe, call 000 or go to your nearest Emergency Department.

Calls Involving Minors

If a call is received from a minor, please contact your Team Leader immediately for support and guidance.



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