The client incident management system (CIMS) is the IT platform and the process for recording and managing incidents which occur during service delivery and result in harm to a client.
All service providers, including Child Protection, are required to report client incidents which occur during service delivery and result in harm to a client. CIMS defines Child Protection as a ‘service provider’ for clients of child protection who are in kinship care placements being managed by Child Protection and clients of Child Protection who are not in out of home care.
CIMS’ focus is on the safety and wellbeing of our clients. It details the approach, and the key actions service providers are required to undertake to manage client incidents.
As service providers, Child Protection staff are responsible for reporting incidents which are in scope of CIMS.
The policy and supporting guidance can be found on the department’s Funded Provider webpage about CIMS This page includes:
- The Client incident management guide (CIMS) which describes each of the actions and responsibilities of service providers and the department during the management of client incidents.
- The Client incident management guide - out-of-home care addendum (CIMS) which should be read in conjunction with the guide and provides specific guidance for allegations of abuse by carers (home based care – foster care and kinship care, residential care and lead tenant) of children living in Care Services (formerly called Out-of-Home Care (OOHC))
The webpage also includes email addresses for the teams who provide help on CIMS:
- CIMS@dffh.vic.gov.au – email contact for specific questions about organisation and user registration support, or issues using the departments CIMS IT platform.
- StatewideCIMS@dffh.vic.gov.au – email contact for specific questions or issues relating to reporting ‘potential’ incidents or queries regarding incidents or outcomes which have been submitted for endorsement. An example is seeking further clarification about why an incident report has been withdrawn.
Please ensure you use the webpage to source the most recent guidance.
Templates and other supporting guidance can be found on:
The short e-learning module is particularly helpful for new CIMS users (and is mandatory for all staff in scope for reporting in CIMS): CIMS eLearning. The module should be reviewed annually.