Standard Operating Procedure on Incident Management & Reporting by VWOs

Standard Operating Procedure on Incident Management & Reporting by VWOs (January 2014) Ministry of Social and Family Development, 2014

Contents Page Section Topic 1 Introduction 2 Incident Management 3 Incident Reporting Annex A Annex B Annex C Annex D Annex E Annex F Annex G Workflow for Incident Management by VWOs Questioning Techniques to Establish Basic Facts for Sexuality- Related Incidents Involving a Child Legislation in Singapore that are useful for reference Significant Incidents to be reported Flow chart on Incident Reporting Timeline for Incident Reporting to MSF Incident Report Format Ministry of Social and Family Development, 2014

1 Introduction 1.1 This SOP deals with the management of incidents and reporting of significant incidents in all facilities that come under the purview of the Ministry of Social and Family Development (MSF). 1.2 The occurrence of any incident of a serious nature in VWO facilities, and how it is managed subsequently, will have an impact on public confidence in the VWOs and the social service sector as a whole. Therefore, potential crises should be detected and dealt with quickly. Incidents that have already occurred must be managed quickly and decisively to contain disruption and damage. The first priority is to protect lives. MSF must be alerted expeditiously on the occurrence and progress of these incidents, so that it may provide guidance or advice on action to be taken to manage the incident or to seek assistance from external parties, if necessary. 2 Incident Management 2.1 The VWO should have its own SOP for managing different incidents. Following an occurrence or detection of an incident, the staff on duty/in-charge/ at the incident site would need to inform the Executive Director/Head of Facility, or in his/her absence, an identified covering staff. The workflow is shown in Annex A. 2.2 The Executive Director/Head of Facility or appointed Incident IC will establish the facts of the case. It is important to exercise judgment and avoid asking leading questions. 2.3 For sexuality-related incidents when a child (a person who is below the age of 14 years) or young person (a person 14 years of age and above but below 16 years old) is implicated, the questioning techniques to establish basic facts of the case are detailed in Annex B. For incidents that happen within a client s family, where a client below 16 years old is in danger, VWO should contact MSF s Family and Child Protection and Welfare Branch immediately at Tel: 1800-777-0000. The client should not be allowed to return home until further advice from the Family and Child Protection and Welfare Branch or the Police. A list of the legislation in Singapore that is useful for reference by VWOs is given in Annex C. 3 Incident Reporting 3.1 The Executive Director/Head of Facility or appointed Incident IC has to ensure that significant incidents are reported to MSF within the specific timeframe. A sample list of significant incidents can be found in Annex D. The flowchart and timeline for the incident reporting have been outlined in Annex E and Annex F respectively. 3.2 VWO has to report by phone [MSF staff-ic of programme during office hours, or Incident Reporting Hotline: 8418 3600 after office hours. Alternatively, VWO can also email MSF (SDMD_Mailbox@msf.gov.sg)] within 3 hours from the occurrence of the incident. Based on the nature of the incident, the Executive Director/Head of Facility or appointed Incident IC would also need to consider the need for the following action: Ministry of Social and Family Development, 2014 3

Evacuation Fire safety precaution Medical assistance Police report or assistance Media management Recall of personnel Business continuity plans 3.3 An Incident Report (see Annex G) must be submitted by the Executive Director/Head of Facility or appointed Incident IC to the relevant MSF staff within 12 hours from the occurrence of the incident. The Executive Director/Head of Facility or appointed Incident IC must inform MSF on the updates and status of the incident, detailing the outcome of the incident and final recommendations, where applicable. 3.4 The organisation involved in the incident or responsible for the facility, where the incident occurred, must initiate an investigation to determine the causes and the corrective action needed to contain and manage the incident. Long term plans should also be explored to prevent future recurrences. 3.5 The Executive Director/Head of Facility or appointed Incident IC should document all relevant correspondences for record and future reference. Ministry of Social and Family Development, 2014 4

Annex A No Yes Note: For sexual offences involving clients below 16 years old, police report should be made. For clients above 16 years old who are involved in sexual contacts, they need to be educated on safe sex and the dangers/risks, although they are not committing crime against the law. If sexual offences or contacts started when clients were below 16 years of age, a police report should be made although the clients are above 16 years old when the incidents are reported to the schools or homes/hostels. Ministry of Social and Family Development, 2014 5

Annex B QUESTIONING TECHNIQUES TO ESTABLISH BASIC FACTS FOR SEXUALITY-RELATED INCIDENTS INVOLVING A CHILD Incident IC or designated person to conduct interview with alleged victim to note the following questions to gather basic facts of the incident (within the first 3 hours): Have gentle, non-judgmental discussions with the child Expressing your concern that he or she looks sad or unwell can result in disclosures Do not pressure the child to respond and do not ask leading questions that put words into the child's month Assure the child they can come and talk when they need to Information that needs to be collected is as follow: o The name and age of the alleged victim o The name of the alleged perpetrator o The relationship of the alleged perpetrator with the victim o The nature of contact (e.g. touch, intercourse) of the incident (and whether there are others involved) o The person(s) whom the alleged victim had told about the incident Notes 1. Appoint a key person (Social Worker) to conduct the interview with alleged victim to avoid repeat interview. 2. Incident IC should not conduct a repeat interview if the alleged victim had informed a staff of the facts of the case. 3. Alleged perpetrator should not be alerted or questioned. 4. Alleged perpetrator is to be segregated from clients for the safety of the clients. 5. Alleged perpetrator to be told simply that there were some concerns (without mentioning details) and his duties are suspended or reassigned while investigation is going on. Proper notice should be served to the alleged perpetrator if it is a staff. 6. No photograph should be taken of the injuries on the alleged victim s body. Ministry of Social and Family Development, 2014

Annex C LEGISLATION IN SINGAPORE THAT ARE USEFUL FOR REFERENCE 1 CHILDREN AND YOUNG PERSONS ACT (CHAPTER 38) Section Header 2 Interpretation 4(a) to (h) When child or young person in need of care and protection 5(1) to (2) Treatment of child or young person 9(1) Power to remove child or young person to place of safety, etc 18 Powers of arrest 87(1) to (4) Information relating to children and young persons in need of care or protection WOMEN S CHARTER (CHAPTER 353) Section Header 140(1) Offences relating to prostitution 143 Permitting girl below the age of 16 to use premises for sexual penetration 145(1) Causing or encouraging prostitution of, sexual penetration with, or indecent assault on, girl below the age of 16 CRIMINAL PROCEDURE CODE (CHAPTER 68) Section Header 22(1) to (2) Public to give information of certain matters PENAL CODE (CHAPTER 224) Section Header 376E(1) to (4) Sexual grooming of minor under 16 1 For latest copy of Singapore law statutes, please visit www.agc.gov.sg Ministry of Social and Family Development, 2014

Annex D SIGNIFICANT INCIDENTS TO BE REPORTED 1. Examples of significant incidents may include (but are not confined) to the following: Clients / Staff / Visitors Mass outbreak of contagious or infectious diseases* (involving 3 or more persons) such as fever cluster, diarrhoea, etc Mass food poisoning/ dengue fever* (involving 3 or more persons) Conflicts between two or more parties from different racial or religious groups with racial or religious connotations where communal discord might result Fighting or rioting (involving 3 or more persons) Assault on staff and/or client Missing persons** (especially a child or a senior) Coercion of service users by employees Misbehaviour of employees at work or at events, including alleged sexual misconduct and suppressing of evidence of a serious incident Arrest or detention of any employee, client, or resident Suicide or attempted suicide Abuse*** (e.g. physical/sexual/emotional/psychological/financial abuse or neglect) Unnatural death of an employee, client, resident or visitors within the premises or service boundary Death or life-threatening injury caused by accident or use of force including accidents that require hospital consultation Hospitalisation resulting from accidents such as falls Death at client s home undetected (especially for Senior Activity Centres) * For suspected outbreak of contagious or infectious diseases (involving 3 or more persons) such as fever cluster, diarrhoea, etc, VWO Incident IC should make an assessment of the situation and thereafter contact MSF for further required followup actions. **For missing-persons, the VWO IC should conduct a preliminary search, obtain assistance from the police within the hour of the incident and inform the next-ofkin. Thereafter, the incident should be reported to MSF. ** For abuse cases that occur within the family, involving children/youths below 16 years old, VWO Incident IC should report to Family and Child Protection and Welfare Branch at Tel No. 1800-777 0000. Ministry of Social and Family Development, 2014 8

Property Serious vandalism / damage to property including malicious destruction Break-in / theft / robbery Any fire outbreak or fire of deliberate or suspicious origin Serious crimes committed within the premises Governance / Human Resource Management Fraud / mischief / mass resignations in the organisation Mishandling of client s funds Hacking of systems Others Occurrence of illegal activities within or outside premises (eg. gambling, drugtaking) Actual, attempted or planned terrorist activity, sabotage or other hostile acts against persons or property Bomb threat, anthrax scare or other potential life-threatening related incident Other incidents of serious nature which, by reason of the personalities involved or the surrounding circumstances, are likely to attract public or media interest Negative media attention/potential media attention Disruption of services (e.g. loss of data, breach of confidentiality) Ministry of Social and Family Development, 2014 9

Annex E Flow chart on Incident Reporting Occurrence/Detection of Incident Staff on duty informs Executive Director/ Head of Facility immediately Executive Director/Head of Facility informs the MSF staff on duty by phone (MSF programme staff-ic ) Within 3 hours from the occurrence of incident Executive Director/Head of Facility submits Incident Report via fax or email to the relevant MSF Staff Within 12 working hours from the occurrence of incident Executive Director/Head of Facility continues investigations and submits incident updates and/or outcome to the relevant MSF Staff, where applicable. Ministry of Social and Family Development, 2014

Annex F Timeline for Incident Reporting to MSF INCIDENT MANAGEMENT MSF will provide advice on actions to be taken to manage the incident. Please keep MSF informed of the incident as soon as possible. STEPS TO TAKE A. Report incident to MSF During Office Hours: Respective MSF staff-in-charge of your programme Or MSF SDMD Mailbox, SDMD_Mailbox@msf.gov.sg TIMELINE Within 3 hours from the occurrence of incident. After Office Hours: VWOs can call the Incident Reporting Hotline at Hp: 8418 3600. B. Submit Report with follow-up actions (Please provide information on items 1-7) C. Submit Progress Report (where applicable) (Please provide information on item 8) D. Submit Final Report (where applicable) (Please provide information on item 9) Within 12 hours of a working day from the occurrence of the incident. As and when / if there is significant progress made on the case. As and when the case is concluded. Ministry of Social and Family Development, 2014 11

Annex G TEMPLATE FOR INCIDENT REPORT TO MSF To: (MSF staff from Service Development and Management Division, SDMD) Fax Numbers 6354 7439 (for incidents from Family Service Centres) 6259 9450 (for incidents from Children, Youth, Family, Disability and Eldercare Programmes under SDMD s purview. MSF SDMD Mailbox SDMD_Mailbox@msf.gov.sg Incident Reporting Hotline (after office hours) 2 Hp: 8418 3600 Interim Report (items 1 to 7) Progress Report (item 8) Final Report (item 9) No. Item Details 1 Name of Agency Name of programme 2 Date of incident Time of Incident Location of Incident Agency s premises Others, please state: Nature of Incident Disease/Sickness Death Sexuality-related Abuse Injuries Assault Missing Property Fire Theft Others, please state: 3 Key Staff in-charge at time of the incident Name: Designation: 2 In the event the duty officer is unable to take your call, please leave a voicemail or SMS your name, agency and contact for the duty officer to return your call. Ministry of Social and Family Development, 2014 12

Interim Report (items 1 to 7) Progress Report (item 8) Final Report (item 9) No. Item Details Client(s) involved in the incident (Please add on name and details if there are more clients.) Name: NRIC no: Age: Race: Gender: Male Female Disability or ambulatory status: Medical condition (if any): Name: NRIC no: Age: Race: Gender: Male Female Disability or ambulatory status: Medical condition (if any): Staff involved in the incident (Please add on name and designation if there are more staff involved.) Key Witnesses (if applicable) Others involved (e.g. volunteer, visitor, contractor, etc.) 4 Description of Incident (Please state how incident was discovered and reported, how situation was brought under control, no. and extent of injuries/death, reactions from family members/ media /public, etc.) 5 Media Involvement Yes No Name: Designation: Name: Designation: Name: Contact no.: Name: Contact no.: If yes, please state Name of media: Date when media contacted agency: Please state how it was handled: 6 Interim Actions To Manage Emergency a. Next-of-Kin of client have If yes, please state details. Ministry of Social and Family Development, 2014 13

Interim Report (items 1 to 7) Progress Report (item 8) Final Report (item 9) No. Item Details been notified? Yes No Name of person contacted: Date and time of contact: b. Client sent to hospital? Yes No c. Other parties involved? (e.g. civil defence, police, etc) Yes No If yes, please state details. Date and time of hospitalisation: If yes, please state relevant details. Other Parties involved: Date: 7 Interim Actions To Manage Disease Related Incidents Only (for suspected outbreak of contagious or infectious diseases involving 3 or more persons such as fever cluster, diarrhoea, etc.) a. MOH Contacted? If yes, please indicate advice given by MOH: Yes No MOH Communicable Disease Division, Surveillance and Response Branch at Tel: 9826 9294 Disinfection needed: Yes No b. Confirmed Case(s) Date of first occurrence: Period of medical leave (if any): Date of subsequent cases: c. Close Contact(s) (Please monitor close contacts if they develop any symptoms.) d. Estimated number of people at the agency when a case is confirmed No. of close contact(s) with confirmed case(s): Leave of Absence (LOA) issued: Yes No Date(s) of LOA: No. of LOA issued: Clients: Staff: Volunteers/Visitors: 8 Follow Up Actions (to be submitted within 3 working days of the incident if applicable) Ministry of Social and Family Development, 2014 14

Interim Report (items 1 to 7) Progress Report (item 8) Final Report (item 9) No. Item Details a. Measures taken to further control the situation (e.g. suspension of activities, reassignment of staff duties, follow up with caregiver etc) b. Outcome of investigation (Please report progressively on preliminary findings, including causes of the incident, what else can be done, and how much more time is anticipated to complete the investigation or return to normalcy.) 9 Final Actions (to be submitted within 14 working days after the case is closed) a. Further comments and recommendations (Please comment on areas to be improved and practices to be avoided in future. Where applicable, mention commendations on staff, client, resident and members of the public or external bodies who have helped in some way.) 10. Reported by Name: Designation: Contact No. (Office) (HP) Email: Date: Ministry of Social and Family Development, 2014 15