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:

Via the mobile app
Via the web portal

The mobile app is primarily designed for quick data entry, such as completing checklists, tickets, and logging incidents. It can also be used to manage items from start to finish, making it ideal for on-the-go use. Your progress is automatically saved as a draft, so you can continue at any time.

The web portal presents information in a table format, making it easier to review and manage while working at a desk. You can also view and resolved incidents directly from the web portal.

For more details on the differences between the mobile app and the web portal, please refer to 1Place Features: Web Portal vs App / PWA.

Investigating an Incident via the Mobile app

Home Page

From the Home Page, click on the Incidents tab to view a list of your incidents, including Unsigned and Other Incidents.

You can select an incident to investigate further from the Unsigned/Other sections, or use the All Incidents search to locate a specific record. To locate a specific incident, adjust the filters as needed and click Search.

Workflow Overview

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.
Submitted incidents begin in the Pending stage, awaiting action from the assigned users (typically Site Supervisors or Centre Directors) to categorise the incident.

Assigning an Incident Category determines who will be notified and enables the available incident statuses to appear. Once categorised, the incident can then progress through the workflow accordingly. The article Example of Incident Process Flow may also be helpful in understanding how an incident progresses through each stage.

For users who do not have permission to select Incident Categories, this field will appear as “To be determined.” An assigned user will then update the category so the incident can continue through the process.
Once an incident is submitted or categorised, the designated opener and resolver are notified via email. They can then add further details under the Investigation tab and update the incident status (e.g., mark it as Open) from the 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 a Super User or have a Centre Director/Site Supervisor role, you will likely have access to the Investigation tab. However, this does not automatically grant permission to update or progress the incident status.
Only users assigned as the Opener or Resolver for the selected incident category can change the incident status.

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 (if not yet), you are now 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 bottom of the page. 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 further investigation is required.

Tickets tab

After investigating the incident, you may identify the need to create a ticket (e.g., a maintenance ticket). The Ticket tab is available within the incident for easy access.

Simply click on the Ticket tab, then select Add Ticket and complete the required details as usual.

Comments tab

The final tab in this section is the Comments tab, where you can add any relevant notes or updates related 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 like the first image below. 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

Incident Register

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 display a table containing all incidents, along with a search bar at the top of the page to help you quickly find and open a specific incident.

The search bar can also be hidden, if preferred, by clicking the blue arrow.

The incident table displays both ongoing and resolved incidents in incident number order by default. However, the up and down arrows beside some column titles allow you to sort the information differently to better suit your needs.

The columns included in the table are:

Name of Affected Person → This shows the person involved in the incident. The name is a clickable link that will direct you to the incident record.
No. → The unique incident number
Type → The incident type that the incident falls under. This may include categories such as Child - IIlness or Child - Injury.
Status → The current status of the incident, such as Pending, Open, Resolved, or Closed.
Incident Categories → The grouping used to organise similar incidents together, making them easier to manage and locate within the Incident Register.
Room → The name of the room where the incident occurred.
Center → The name of the center where the incident occurred.
Hazard → If there was an identified hazard where the incident occurred
Date Reported → The date when the incident was reported/logged
Severity → Seriousness of the incident
Tickets → If there are any tickets associated with the incident
Action (blank) → Icons that allow you to download and print the full report and incident details.