Common use of Incident Reporting Clause in Contracts

Incident Reporting. (a) The Network Service Provider is required to notify the Managing Entity of all possible critical incidents, as defined in the Department CFOP 215-6 Incident Reporting and Client Risk Prevention (dated April 1, 2013 or most recent version), which is incorporated herein by reference. This requirement is met through the Network Service Provider’s direct reporting into the Department’s Incident Reporting and Analysis System (IRAS), within twenty-four (24) hours of the incident occurring. (b) The Network Service Provider must have written policies and procedures in place to ensure the timely and accurate reporting of critical incidents to the Managing Entity. (c) The Network Service Provider shall designate at least one (1) staff person to be the Incident Coordinator, or similar title, for the provider/agency. This person shall manage the Network Service Provider’s incident notification process, and shall be the identified single point of contact for the Managing Entity regarding incident reporting. Additional staff may be designated to enter incident information into the IRAS at the discretion of the Network Service Provider. (d) The Network Service Provider shall notify the Managing Entity’s CQI Specialist in writing of the name and contact information of the designated Incident Coordinator(s). (e) The Network Service Provider shall, within 5 business days, submit written notification to the Managing Entity’s CQI Specialist of any change in the Incident Coordinator position, identifying the name and contact information of the successor. (f) The Network Service Provider is required to notify the Managing Entity of all possible critical incidents, via direct data entry into IRAS within 24 hours of the incident occurring. This includes weekends and holidays. (g) In the event of a death of an individual served which occurs on any of the Network Service Provider’s service delivery sites, the Network Service Provider is required to provide an electronic submission into IRAS and notify the Managing Entity via telephone of the death within 24 hours of the occurrence. Calling the Managing Entity, in addition to IRAS submission, also applies to elopement of a child or court-ordered adult and any incident involving active media involvement. Network Service Providers may call the Managing Entity’s Access to Care Line, requesting to speak to a member of the Clinical Department at (▇▇▇) ▇▇▇-▇▇▇▇. (h) When information is found to be missing from an incident report, a request by the Managing Entity shall be sent to the Network Service Provider for completion. Network Service Providers have 24 hours from the date/time of the request to submit missing information back to the Managing Entity, as well as update the incident report in the IRAS system.

Incident Reporting. (a) The Network Service Provider is required to notify the Managing Entity of all possible critical incidents, as defined in the Department CFOP 215-6 Incident Reporting and Client Risk Prevention (dated April 1, 2013 or most recent version), which is incorporated herein by reference. This requirement is met through the Network Service Provider’s direct reporting into the Department’s Incident Reporting and Analysis System (IRAS), within twenty-four (24) hours of the incident occurring.’s (b) The Network Service Provider must have written policies and procedures in place to ensure the timely and accurate reporting of critical incidents to the Managing Entity. (c) The Network Service Provider shall designate at least one (1) staff person to be the Incident Coordinator, or similar title, for the provider/agency. This person shall manage the Network Service Provider’s incident notification process, and shall be the identified single point of contact for the Managing Entity regarding incident reporting. Additional staff may be designated to enter incident information into the IRAS at the discretion of the Network Service Provider. (d) The Network Service Provider shall notify the Managing Entity’s CQI Specialist in writing of the name and contact information of the designated Incident Coordinator(s). (e) The Network Service Provider shall, within 5 business days, submit written notification to the Managing Entity’s CQI Specialist of any change in the Incident Coordinator position, identifying the name and contact information of the successor. (f) The Network Service Provider is required to notify the Managing Entity of all possible critical incidents, via direct data entry into IRAS within 24 hours of the incident occurring. This includes weekends and holidays. (g) In the event of a death of an individual served which occurs on any of the Network Service Provider’s service delivery sites, the Network Service Provider is required to provide an electronic submission into IRAS and notify the Managing Entity via telephone of the death within 24 hours of the occurrence. Calling the Managing Entity, in addition to IRAS submission, submission also applies to elopement of a child or court-ordered adult and any incident involving active media involvement. Network Service Providers may call the Managing Entity’s Access to Care Line, requesting to speak to a member of the Clinical Department at (▇▇▇) ▇▇▇-▇▇▇▇. (h) When information is found to be missing from an incident report, a request by the Managing Entity shall be sent to the Network Service Provider for completion. Network Service Providers have 24 hours from the date/time of the request to submit missing information back to the Managing Entity, as well as update the incident report in the IRAS system.

Incident Reporting. (a) The Network Service Provider is required to notify the Managing Entity of all possible critical incidents, as defined in the Department CFOP 215-6 Incident Reporting and Client Risk Prevention (dated April 1, 2013 or most recent version), which is incorporated herein by reference. This requirement is met through the Network Service Provider’s direct reporting into the Department’s Incident Reporting and Analysis System (IRAS), within twenty-four (24) hours of the incident occurring. (b) The Network Service Provider must have written policies and procedures in place to ensure the timely and accurate reporting of critical incidents to the Managing Entity. (c) The Network Service Provider shall designate at least one (1) staff person to be the Incident Coordinator, or similar title, for the provider/agency. This person shall manage the Network Service Provider’s incident notification process, and shall be the identified single point of contact for the Managing Entity regarding incident reporting. Additional staff may be designated to enter incident information into the IRAS at the discretion of the Network Service Provider. (d) The Network Service Provider shall notify the Managing Entity’s CQI Specialist in writing of the name and contact information of the designated Incident Coordinator(s). (e) The Network Service Provider shall, within 5 business days, submit written notification to the Managing Entity’s CQI Specialist of any change in the Incident Coordinator position, identifying the name and contact information of the successor. (f) The Network Service Provider is required to notify the Managing Entity of all possible critical incidents, via direct data entry into IRAS within 24 hours of the incident occurring. This includes weekends and holidays. (g) In the event of a death of an individual served which occurs on any of the Network Service Provider’s service delivery sites, the Network Service Provider is required to provide an electronic submission into IRAS and notify the Managing Entity via telephone of the death within 24 hours of the occurrence. Calling the Managing Entity, in addition to IRAS submission, also applies to elopement of a child or court-ordered adult and any incident involving active media involvement. Network Service Providers may call the Managing Entity’s Access to Care Line, requesting to speak to a member of the Clinical Department at (▇▇▇) ▇▇▇-▇▇▇▇. (h) When information is found to be missing from an incident report, a request by the Managing Entity shall be sent to the Network Service Provider for completion. Network Service Providers have 24 hours from the date/time of the request to submit missing information back to the Managing Entity, as well as update the incident report in the IRAS system.to

Incident Reporting. Through either pro-active monitoring or reactive incident reporting from our Customers the Service Desk at Freedom record all necessary details and apply an initial classification. All Incidents and Requests should be raised with the Freedom Service Desk via e-mail, telephone or web portal by named customer systems operators. The caller should provide Freedom with the core information listed below on initial submission: • Effected User Name and User Location • Effected User contact number, email • Service or CI affected • Impact of service provided • Urgency of service impacted • Brief description of issue/symptoms • Any diagnostics or technical information gathered prior to incident being raised with Freedom • Recommended Urgency and Impact (aHigh, Medium, Low) The Network Freedom Service Provider is required to notify the Managing Entity of all possible critical incidents, as defined in the Department CFOP 215-6 Incident Reporting and Client Risk Prevention (dated April 1, 2013 or most recent version), which is incorporated herein by reference. This requirement is met through the Network Service Provider’s direct reporting into the Department’s Incident Reporting and Analysis System (IRAS), within twenty-four (24) hours of the incident occurring. (b) The Network Service Provider must have written policies and procedures in place to ensure the timely and accurate reporting of critical incidents to the Managing Entity. (c) The Network Service Provider shall designate at least one (1) staff person to be the Incident Coordinator, or similar title, for the provider/agency. This person shall manage the Network Service Provider’s incident notification process, and shall be the identified single point of Desk contact for the Managing Entity regarding incident reporting. Additional staff may be designated to enter incident information into the IRAS at the discretion of the Network Service Provider. (d) The Network Service Provider shall notify the Managing Entity’s CQI Specialist in writing of the name and contact information of the designated Incident Coordinator(s). (e) The Network Service Provider shall, within 5 business days, submit written notification to the Managing Entity’s CQI Specialist of any change in the Incident Coordinator position, identifying the name and contact information of the successor. (f) The Network Service Provider is required to notify the Managing Entity of all possible critical incidents, via direct data entry into IRAS within 24 hours of the incident occurring. This includes weekends and holidays. (g) In the event of a death of an individual served which occurs on any of the Network Service Provider’s service delivery sites, the Network Service Provider is required to provide an electronic submission into IRAS and notify the Managing Entity via telephone of the death within 24 hours of the occurrence. Calling the Managing Entity, in addition to IRAS submission, also applies to elopement of a child or court-ordered adult and any incident involving active media involvement. Network Service Providers may call the Managing Entity’s Access to Care Line, requesting to speak to a member of the Clinical Department at (details are: • Telephone – ▇▇▇) ▇▇ ▇▇▇-▇▇▇ Option 2 • Email – ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇▇▇. (h) When information is found ▇▇▇ Freedom will log the Incident against a unique incident reference number and begin initial diagnosis towards a resolution. In order to be missing from successfully address an incident reportin a timely manner, it is important that the Customer provides a request clear description of the incident supported by information such as: • Has the Managing Entity shall incident occurred before, or was this an isolated event? • What steps led to the incident? • Can the incident be recreated? If so, what are the steps required? • Have there been any system changes made? • Is there any information available through System Monitoring such as alerts and alarms? Any correspondence regarding the incident should use the unique incident reference number. Once the incident has been resolved the Freedom Service Desk will gain confirmation from the Customer that the incident can be closed. Once resolved, Freedom will attempt to seek confirmation from the Customer, after three attempts to seek confirmation the incident will be marked as closed. Incident report notifications for new incidents, incidents resolved and incidents closed will be delivered via e-mail to the provided email address. Incident escalation procedures occur automatically within Freedom’s ITIL toolset based on triggers on the Service Level Agreement. These will notify the Service Team and Management at regular intervals to ensure that SLAs do not breach, and provide proactive alerts to ensure resolutions are completed in a timely manner. In addition for any Priority One incident that the team raise, an automated alert describing the incident details, customer name and who is owning the resolution is sent to the Network Service Provider for completionOperational Management team, Service Delivery Manager, Account Manager and the Directors at Freedom to ensure maximum visibility and transparency of Major Incidents. Network Service Providers have 24 hours from Our escalation process is designed to encourage the date/time fast and efficient resolution of your issue at the first point of contact. While we will always aim to provide you with great customer service, we recognise that you may need to highlight the priority of an outstanding issue or request, or alternatively wish to express dissatisfaction with our products, services, team or procedures. The steps below may be followed to raise your escalation. In the event that you require assistance with making a complaint, our team at each stage of the request process will be more than happy to submit missing information back assist. If you believe your complaint is urgent, please don’t hesitate to the Managing Entity, as well as update the incident report in the IRAS systemcontact our level 3 escalation or your account manager straight away.