Has an incident occurred? Report it via our online incident report form.
If you would like to discuss an incident with us, please contact the team via hello@hireup.com.au or on (02) 9113 5933.
At Hireup, we are committed to ensuring the safety and well-being of all our community members. This guide serves as a comprehensive resource for understanding and executing the incident reporting process and reporting concerns.
What is the difference between an incident and a concern?
At Hireup, an incident is any event or circumstance that causes or has the potential to cause physical or psychological injury, ill health, damage to property or any other loss. The term near-miss refers to an incident that resulted in no injury, ill health or loss occurring, but still had the potential to cause it.
A concern is different from an incident. A concern is something that you notice, such as any deterioration or changes in your Client’s needs, behaviour, appearance, mood or wellbeing. Concerns may also relate to Work Health and Safety concerns within the work environment, including physical hazards (such as blocked emergency exits or mould) or psychosocial hazards (such as unsafe social environments, extreme stress, aggressive behaviour, or situations that affect your mental health and make you feel unsafe).
If you’re in doubt, always report a concern, no matter how small it is. You can let us know in the concern form if you would like Hireup to follow up or just document the matter. If it's deemed necessary, we will follow up with the Client, Account Manager or Provider.
When do I report an incident?
All incidents must be reported within 24 hours of occurring, as this is an NDIS Reporting Requirement. If you need to speak to someone urgently (but not emergency services), then an after-hours number will be provided once you submit an incident report.
If a Client, Account Manager or Support Worker is asking you not to report an incident, it’s important that you report this to Hireup so we can communicate with them about the purpose of incident reporting. Reporting all incidents is required under a Support Worker’s employment contract.
How do I report an incident or concern?
To report an incident, please complete the online incident report form.
To report a concern, please complete the report a concern form.
To report a Work Health and Safety issue or concern, complete the Report a Work Health and Safety Issue or Concern form.
You will also be prompted to report an incident or a concern that has occurred on a booking when submitting your hours. If you have already submitted an incident report or concern form prior to submitting your hours, additional reports are not required.
To find the forms:
- Click on your image in the top right corner of your Hireup dashboard
- On the drop-down list that appears, click Report Incident
- Answer the relevant questions and provide as many details as you are aware of in relation to what happened, and lodge the incident
- You can toggle to report a concern from the drop-down menu:
All incidents and concerns reported come through to a 24-hour incident team. After completing the incident form, you can specify when you would like to be contacted about the incident. You will also be provided with an after-hours contact number that will connect you to our after-hours incident team.
If you need assistance with finding this form or would like to discuss an incident with us, please contact the team via hello@hireup.com.au or on (02) 9113 5933. To learn more about how Hireup manages incidents, see our Statement on Incident Response, or please email hello@hireup.com.au
Helpful links:
Mandatory Reporting Contact Numbers
Statement on Incident Response
Reportable Incidents and Mandatory Reporting Procedure.