1
Immediate danger?
Call 000 for police, ambulance or fire assistance.
Contact the correct person
For non-critical matters, or incidents occurring during business hours, contact the relevant Accommodation Manager rather than the after-hours line.
2
Critical and after hours?
Call the After-Hours Support Line on 0406 878 341.
3
Non-critical?
Contact the relevant Accommodation Manager during business hours.
Emergency guidance
What is a critical emergency?
A critical emergency involves an immediate or serious risk to a participant, staff member, visitor, property or site safety.
Critical examples
Situations requiring urgent escalation
- Medical emergency, serious injury, death, fall or seizure
- Actual or suspected abuse or neglect of a participant
- Unlawful conduct, misconduct, sexual assault or physical assault
- Severe behaviour escalation with risk of harm or injury
- Fire, flood, natural disaster or evacuation
- Severe property damage or an unsafe site
Required response
Critical emergency steps
1
Call 000 when required
Contact police, ambulance or fire services for immediate or life-threatening emergencies.
2
Notify the relevant manager
Contact the Accommodation Manager during business hours or the after-hours line outside business hours.
3
Follow instructions
The contacted manager will provide direction and escalate to senior management or stakeholders when required.
4
Complete documentation
Complete all required incident reports and any additional forms requested by management.
Situation guide
Emergency vs non-emergency
Use this guide to decide whether the matter needs immediate escalation or can be managed through normal business-hour channels.
Emergency situation
- Medical emergency or serious injury
- Abuse or neglect
- Sexual or physical assault
- Unauthorised restrictive practice
- Immediate risk of harm or injury
- Fire, flood or natural disaster
- Police or ambulance attendance
- Medication error or missed medication
- Participant missing
- Vehicle incident
- Psychotropic or Schedule 8 medication approval
- Behavioural incident causing injury or significant property damage
- Serious participant or stakeholder complaint
- Essential utility disruption, including water or electricity
- A staff member must leave the site due to an emergency
Non-emergency situation
- PRN non-psychotropic approval, such as Panadol
- Minor medical incident requiring basic first aid only
- Routine operational questions that can safely wait until business hours
For non-critical matters, contact the relevant Accommodation Manager during business hours.
Do not use the after-hours line for routine enquiries.
Incident report required
An incident report must be completed for both emergency and non-emergency incidents. Management will advise whether further documentation is required, including an injury notification form or other supporting records.
Need urgent support after hours?
For immediate danger or a life-threatening emergency, call 000 first. For other critical matters outside business hours, contact the After-Hours Support Line.