Critical Incident Support

Targeted support of Employees who have been impacted by a major event including but not limited to critical incidents, organisational change, workplace violence and grief and loss. Support provided assists Employees to deal with the event and understand how to care for themselves and others during and after to minimise the impact of generally unexpected incidents.

Critical Incident Support is available to all Territory Employees, for individuals or groups. It is provided on an as needed basis following an incident occurring.

What is a Critical Incident?

Critical incidents will include a wide range of operational situations that may adversely impact on Employees while performing their normal duties. The incidents may include those which result in adverse reactions by Employees. Some examples are:

  • Threat of injury or assault to Employees.
  • Verbal abuse of Employees.
  • Sudden and unexpected death of patients or Employees.
  • Infectious diseases exposure involving significant health risk.
  • Traumatic incidents that attract undue/negative media attention.
  • Extended involvement in an incident with potential danger to Employees.

How to Access the Service

Generally, a Supervisor or Manager will call to seek support for an Employee or group of Employees, but individual Employees may also call to seek crisis counselling for themselves or may be delegated to make a decision to request support for a team. Critical Incident Support is available by calling Converge on 1300 687 327 (1300 OUR EAP). This number is staffed 24 Hours a Day, Seven days a week, every day of the year.

Involvement in Critical Incident Support is voluntary but attendance at an initial Psychological First Aid/ Education Session is encouraged. Any ongoing individual support is on an as needed basis and is negotiated between the Employee and Converge and recorded in a support plan.

Entitlement

Access to Critical Incident Support is on an as needed basis following an incident occurring. Critical Incident Support does not count toward the EAP entitlement of 6 sessions per issue per year.

Confidentiality in Critical Incident Support

Your attendance at Critical Incident Support sessions is recorded and provided to your Agency/Directorate to ensure that you are receiving support after an incident, but the content of what you discuss with Converge will be confidential.

When a Critical Incident effects a group of staff the person requesting the support will receive a summary report that will briefly outline the incident, what type of support Converge offered, number of individuals in attendance and the date of the response and dates of follow up sessions as well as recommendations for how the Agency/Directorate can best provide follow up support to the staff.

When an Employee access Critical Incident Support through Converge, the services provided to them are subject to the Information Privacy Act 2014 (Act) and must also comply with the Health Records (Privacy and Access) Act 1997 (Act).

Basically, it means that Converge must keep the information you discuss with them confidential and not release any information to any person or organisation (including the Territory) except under the following circumstances:

  • You provide written authorisation for release of information using a consent form.
  • A subpoena is received requesting information and Converge receives legal advice that they are required to provide the information.
  • If Converge becomes aware that you and/ or other people are at risk to self or others or under serious threat.
  • If Converge becomes aware of illegal activity and/or a reportable incident for example child abuse.

Important to Note!

If you have been affected by a Critical Incident in the workplace you are required to report that incident to your Agency/Directorate as soon as practicable – your Agency/Directorate may also require you to complete RiskMan reporting.