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What is an incident?
What is an incident?
Incidents are unplanned events that cause or have the potential to cause illness, distress, injury, property damage or disruption of normal services as part of Lively’s programs or activities, especially where they lead to ongoing risk to any person or Lively as an organisation.
If an incident occurs involving you or a member during a scheduled appointment, it must be reported regardless of severity. Incidents may also occur internally, between staff; at Lively, we treat these in the same manner as those that affect our members.
At Lively, we treat complaints as just one type of incident. If a member makes a complaint to you, follow this same process.
When do I report an incident?
When do I report an incident?
It is essential that incidents are reported immediately at the end of your session, as Lively has an obligation to notify our partners within 24 hours of any incidents. You can do so when you check out of your session, unless you are following the emergency protocol, in which event you must call Lively HQ immediately after calling 000.
EXCEPTIONS:
EXCEPTIONS:
- FALLS: If a member has a fall during a session, please call Lively HQ immediately via the immediate response line rather than waiting to the end of your session. Please do so even if the member can get up unassisted and the emergency protocol is not required.
How do I report an incident?
How do I report an incident?
Incidents can be reported by tapping the 'Flag an incident' button when checking out from your session on the Lively app. You can also access the form below.
Incidents are handled by Lively's Matching team, so you can alternatively call or email the Matching team to inform them this way.
If you would prefer to have the incident handled by someone else, you can reach out directly to the CEO or Operations Manager, using the details on the 'Who's Who?' page of the Helper Hub.
This reporting process is not limited to incidents involving members; if you experience any behaviour in the workplace that you feel caused harm or had the potential to cause harm, you should report it the same way.
How are incidents followed up?
How are incidents followed up?
A member of Lively HQ will follow up to investigate and determine the appropriate course of action in partnership with the people affected. They will reach out to you for further information, and if at any time you would like an update on the incident, please contact this person.
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