Incident Management

Learn about how Maica manages Incidents

Incidents in Maica allow you to record, track, and manage any event that affects the safety, wellbeing, or care of a Participant, Resource, or Environment. Incidents can be entered directly by Care Workers through the Maica Mobile App or created later by office-based staff.

This article outlines how to create an Incident, what information is captured, and how the Incident progresses through the management process.

Purpose of Incidents

Incidents ensure that Support Teams can:

• Record factual information about events as they happen

• Capture all required details for compliance and organisational reporting

• Track the status of an incident from initial reporting through to closure

• Document actions taken and any follow-up required

• Maintain a consistent and auditable record across the organisation

Creating an Incident

As mentioned, Incidents can be created either in the Maica Mobile App (care workers) or via Salesforce Desktop (office users).

Consistent with other functionality, this is managed via Permission Sets. To learn more about what Permissions grant access to the functionality around Incidents, click here.

Regardless of where the Incident is created, the same structured form and fields are captured to ensure consistent data collection.

First, you must open the form:

• Mobile App: Navigate to Appointment → Incidents → New Incident.

• Desktop: Go to the Incidents tab and click New.

The Incident form is divided into logical sections to make data entry easier. These sections are detailed below.

1. Incident Information

This section captures the essential details of the event.

Field	Description
Incident Type	Classifies the event as an Incident, Near Miss, or Hazard.
Incident Status	Tracks progress (New → Under Investigation → Escalated → Closed).
Reported By	The reporting User.
Appointment	The associated Appointment.
Participant	The Participant affected by the incident.
Incident Date and Time	Exact date and time the incident occurred. Not the time it was reported.

2. Incident Details

Field	Description
Subject	A short summary describing the incident.
Description	A factual account of what happened, including contributors, sequence of events, and why it occurred.
Immediate Actions	Any urgent actions, first aid, or interventions taken at the time.
Incident Location	Address or description of where the incident occurred.
Attachments	Photos, documents, or evidence supporting the incident record.

3. Impact and Harm

Field	Description
Participant Harmed	Indicates whether the Participant was harmed.
Harm Detail	Further detail about the nature and extent of the harm (displayed only if harm = Yes).

4. Actions Taken

Field	Description
Family Notified	Whether a family member or guardian was informed.
External Agency Notified	Whether any external services were contacted.
External Agencies Contacted	Police, Ambulance, Fire, Hospital, Coroner or Other.
Other External Agencies	Additional agencies not listed above.
External Agency Reference	Any case numbers or reference details provided by agencies.

5. Additional Details

Field	Description
Witnesses	Names, roles, and contact details of witnesses, if applicable.

6. Investigation Conducted

This section is used once internal investigation or review has been completed.

Field	Description
Review Concluded Date	When the internal investigation was completed.
Review Conducted By	The staff member who completed the review.
Review Disclosure	Indicates whether the incident was disclosed to an external regulatory or oversight body.
Review Conclusions / Actions	Summary of findings and any recommended or completed actions.

Status Path

Incidents progress through the following stages:

1. New — The incident has been logged and requires review.

2. Under Investigation — An internal investigation is underway.

3. Escalated — Incident requires additional oversight or external reporting.

4. Closed — All actions complete and the incident is finalised.

A Lightning Path at the top of the record guides users through these stages.

Viewing Incidents Related to Records

Incidents automatically appear as related lists on:

• Participant

• Resource

• Appointment (where applicable)

This allows staff to easily see all incidents associated with a specific person or service event.