Introduction
An Incident has been submitted by either yourself or one of your team. What happens next? How do I investigate and categorize an Incident and update the status? An incident can be submitted in two ways:
The mobile app is generally used as an entry device (for completing checklists, tickets and logging incidents) however it can be used to take a checklist, ticket or incident from start to completion and is good for use on the go, as it saves your input automatically as a draft.
The web portal provides the information in a table format, which is easier to view when you're sitting at your desk. You can also view any resolved incidents on the web portal as well.
Please check out 1Place Features: Web Portal vs App / PWA to find out specific details on the difference between mobile app and the web portal.
Investigating an Incident via the Mobile app
Dashboard
It starts at the Dashboard. Click on the 'Incidents' tab, it displays a list of your incidents, unsigned or other incidents. You can select the incident you want to investigate further either under Unsigned/Other Incidents or search for "ALL INCIDENTS":
If you are searching for the certain incident, adjust the filter and hit SEARCH:
The workflow overview is similar to progressing a Ticket:
Pending --> Open --> Resolved
Standard Procedure:
The Creator creates an incident and input as much details of what has occurred, and submit.
The submitted incident starts in the Pending stage, waiting to be categorized by the chosen users (usually the site supervisor/center director level users), and be progressed. The category section is hidden under Investigation tab by default, and it only appears after the incident is submitted regardless of the creator has permission to access Investigation tab.
Once the incident is categorized, designated opener and resolver get notified via email. They can fill out more details under the Investigation tab, and progress the incident status to (i.e. mark the incident as) "Open" under Incident Details tab.
The Resolver receives a notification that the incident is opened. Resolver checks to make sure that the incident has been investigated fully and has been completed, before marking the incident status as "Resolved" under Incident Details tab.
Please note that Resolver also has the ability to open the incident, and they are also allowed to skip open stage and go straight to resolved stage if resolver is satisfied with the details provided by the creator already or any minor incidents.
Note: if you are super user or in center director/site supervisor role, you likely have access to Investigation. However this doesn't necessarily mean you have permission to change the incident status/progress the incident. You can change status only if you're an opener or resolver of the category assigned to the incident.
Now, let's take a closer look at the details of each tab.
Incident Details tab
This tab should already have been filled out by the creator, the person who raised the incident. The status is at the 'Pending' stage.
Once the incident is categorized in the Investigation tab and investigator and/or the category opener/resolver work through the incident, you are able to manually change the status by using the drop down box to 'Open' or 'Resolved' depending on the stage that you are at and clicking on the 'SUBMIT' button on the top right corner of the page. After you have submitted the incident, you can continue editing the incident or go back to the Dashboard. If there is relevant information that comes up after you have marked it as 'Resolved' then you can go back and change the status back to 'Open' again.
Investigation tab
As the person who will investigate the incident, click on the 'Investigation' tab at the top of the page and the pink line will move to this tab. You can change the category of the incident if you consider the severity to be different to the Creator's assessment, provide analysis of the incident and decide whether an investigation is required.
Comments tab
The last tab in this section is the Comments tab, where you are able to make any comments that feel are important to the incident.
Submit
If there are any details that are required before you submit the investigation of the incident, then a pop up box will appear requesting the details to be added. Once you submit the incident, a pop up box will appear advising that the incident is being submitted and that it is submitted successfully. You will then be taken back to the Dashboard.
Investigating an Incident via the web portal
To view/progress your incidents on the web portal (https://secure.1placeonline.com), click on the 'Health & Safety' tab and click on 'Incident Register.'
This will show a list of all of the incidents within a table with a search bar at the top of the page if you know which incident that you would like to open.
This search bar can be hidden as well.
The incident table includes all of the ongoing and resolved incidents in incident number order, however the up and down arrows within some of the titles allow you to change the order to suit your requirements. The titles in the table are:
Name of Affected Person - the person that the incident happened to. This is a clickable link which is directed into the incident
No. - the unique incident number
Type - the category type that the incident falls into. This could be categories such as Adult - Injury, Child - Injury
Status - the current status of Pending, Open, Resolved, Closed
Incident Categories - the specific group of incident within the Incident Register
Room - the name of the room that the incident occurred in
Center - the name of the center that the incident occurred in
Hazard - if there was an identified hazard where the incident occurred
Date Reported - the date that the incident was reported/logged
Severity - seriousness of the incident
Tickets - if there are any tickets associated with the incident
Action (blank) - icons which allow you to download to print the full report and the incident details
Incident Details
To investigate an incident, click on the name of the affected person and the page will automatically default to the 'Incident Details' page which will show in blue, meaning that it is the active page. The other tabs that are available will show in grey and they allow you to view the changes through the incident history and any tickets associated with the incident. the Incident Details have already been filled in when the incident was logged.
Investigation of Incident
Only if you have access permission to the Investigation section, this section displays.
Work your way through the subtitles in each section. Incident Category (rates the severity of the incident) is also under this section. At the bottom of the page, you can choose from three buttons: to deactivate the Incident, cancel or update. The 'Deactivate' button will deactivate and hide the incident from the register, the 'Cancel' button will exit without saving and the 'Update' button will save the changes and update the incident.
When you update the incident with a certain Incident Category, it determines who should be notified. Also, once the incident has a category, then the Incident status popups up with statuses. The article Example of Incident Process Flow may be helpful for you to the progress of the incident.