Significant Client Matter

Question 1

What should be done with all escalated matters from a guardian?

Answer 1

Escalate to your team leader

The team leader will escalate further if required.

Question 2

When should matters not be escalated to the regional manager?

Answer 2

Without approval of the team leader

This applies unless the team leader is unavailable or directed otherwise.

Question 3

What should you do if you are unsure about escalating a matter?

Answer 3

Always escalate to your supervisor

This ensures proper guidance is obtained.

Question 4

What is encouraged when matters are unclear?

Answer 4

Use discretion in defining a significant client matter

Staff should decide when and how to use the escalation procedure.

Question 5

What may unexpected client circumstances allow regarding the escalation process?

Answer 5

Skip or alter steps to suit the client’s needs

Flexibility is important in addressing client situations.

Question 6

What should be included in an escalation email?

Answer 6

All relevant information in one concise briefing email

Avoid forwarding or attaching previous email chains.

Question 7

What should be done if additional information is received after an escalation?

Answer 7

Resend the Significant Client Brief/escalation email with new information highlighted

New information should be clearly marked.

Question 8

What are some situations that require escalation to the Team Leader / Principal Legal Officer?

Answer 8

• Urgent significant medical treatment
• Homelessness
• Unsafe situation or relationship
• Bail application refused
• Unable to obtain necessary funding

These situations indicate critical client needs.

Question 9

Who should be notified about emergency hospital treatment?

Answer 9

Regional Manager / Manager Legal (Guardianship)

This is a significant matter that requires higher-level awareness.

Question 10

What issues require escalation to the Director Guardianship?

Answer 10

• Death resulting in coronial review/investigation
• Detained for extended period without a clear plan for release
• Detained in an inappropriate place for their needs
• Media attention on client

These situations are critical and require immediate attention.

Question 11

True or False: The escalation procedure covers every issue a client may face.

Answer 11

False

The procedure is a guide and does not encompass all possible issues.

Question 12

Fill in the blank: If a client is in an unsafe situation or relationship, it should be escalated to the _______.

Answer 12

Team Leader / Principal Legal Officer

Question 13

What is a potential or actual outcome that requires urgent notification?

Answer 13

Urgent significant medical treatment

This refers to situations where immediate medical intervention is necessary.

Question 14

What consequence might impact the release of an adult on a Bail Undertaking?

Answer 14

Homelessness including lack of accommodation

This highlights the importance of stable housing in the context of bail.

Question 15

In what situation would a client be considered to be in danger?

Answer 15

Client in an unsafe, violent or dangerous situation/relationship

This emphasizes the need for intervention in cases of domestic violence.

Question 16

What is a possible outcome of a bail application?

Answer 16

Bail application refused

This indicates that the request for bail has not been granted.

Question 17

What might prevent a client from receiving necessary funding?

Answer 17

Unable to obtain necessary funding to meet client’s needs (eg. NDIS or LAQ)

Funding is crucial for accessing services like the National Disability Insurance Scheme or Legal Aid Queensland.

Question 18

What type of treatment is considered an emergency?

Answer 18

Emergency hospital treatment

This refers to situations requiring immediate medical care.

Question 19

What breaches are outlined in the Human Rights Act 2019?

Answer 19

Breaches of human rights

This includes violations of individual rights as protected by the law.

Question 20

What might indicate excessive or unlawful restrictive practices?

Answer 20

Client with excessive or unlawful restrictive practices

This refers to situations where a client’s freedoms are unduly restricted.

Question 21

What type of allegations may trigger a notification?

Answer 21

Allegation of abuse, neglect or exploitation

These serious claims require immediate attention and investigation.

Question 22

What can the court direct regarding the Office of the Public Guardian?

Answer 22

OPG attendance directed by the court

This indicates the court’s involvement in ensuring oversight and protection.

Question 23

What serious outcome involves a coronial review?

Answer 23

Death resulting in coronial review/investigation

Such investigations are conducted to understand the circumstances surrounding a death.

Question 24

What might happen if someone is detained without a clear release plan?

Answer 24

Detained for extended period of time, without a clear plan for release

This situation raises concerns about the legality and appropriateness of detention.

Question 25

What is a potential issue with detention locations?

Answer 25

Detained in a place inappropriate for their needs ## Footnote This highlights the importance of suitable accommodations for individuals in detention.

Question 26

What could lead to increased public scrutiny of a case?

Answer 26

Media attention on client ## Footnote Media coverage can impact public perception and the handling of a case.

Question 27

When can the procedure be initiated?

Answer 27

The procedure can be initiated when a staff member identifies a client is at risk of harm, has been harmed, and the matter falls within the Public Guardian’s jurisdiction.

Question 28

What is an example of a situation that falls within the Public Guardian’s jurisdiction?

Answer 28

A person being evicted from their accommodation due to inappropriate behaviour falls within the Public Guardian’s jurisdiction if appointed as guardian for the client. ## Footnote Example of a situation relevant to the Public Guardian's jurisdiction.

Question 29

What should staff do if unsure whether a matter is a 'Significant Client Matter'?

Answer 29

Staff should use their discretion but always escalate if unsure.

Question 30

What should be considered once an issue has been identified?

Answer 30

Consider the potential outcomes or consequences of the issue/incident and determine which category and manager it corresponds to.

Question 31

What is the first step in escalating a significant client matter?

Answer 31

Email the completed escalation email template to the relevant manager with the subject line, ‘Escalation for Noting [client name]’.

Question 32

What is the purpose of escalating a client matter to a manager?

Answer 32

The purpose is for the manager to be aware of the matter only.

Question 33

What should you do after notifying the manager of a significant client matter?

Answer 33

Continue working on the client matter as usual, updating your manager when there are significant changes.

Question 34

What discretion does the manager have upon receiving the escalation notification?

Answer 34

The manager may use their discretion to escalate further if considered appropriate.

Question 35

When might the escalation procedure end?

Answer 35

The procedure may end if some matters do not require further actions, such as in the case of a client death.

Question 36

What should you do when attempts to resolve an issue are unsuccessful?

Answer 36

Consider escalating the matter within the external organisation or agency you are working with. Email the completed escalation email template to your relevant manager with the subject line ‘Escalation for Action [client name]’.

Question 37

What is the purpose of escalating an issue?

Answer 37

To formally provide recommendations to management for OPG actions, such as requesting your manager to make contact with the organisation or agency at a higher level.

Question 38

Can you escalate an issue without prior notification to your manager?

Answer 38

Yes, if unsuccessful attempts have been made to resolve the issue, you may use your discretion to escalate for action.

Question 39

What should your manager do if they agree with the proposed escalation?

Answer 39

They will consider the necessary steps, such as making contact with the relevant person in the other agency/service.

Question 40

What if the escalation to the manager is unsuccessful?

Answer 40

The matter should be escalated to the next supervisor in hierarchy within OPG and the external organisation.

Question 41

What should be included when escalating to a Director or higher?

Answer 41

Provide all relevant information concisely in a new email, rather than forwarding previous email chains. You may also need to draft a briefing note or schedule an internal meeting.

Question 42

What types of escalations may be included?

Answer 42

Formal complaints to the organisation or an overarching compliance body such as the NDIS Quality and Safeguards Commission.

Question 43

What policies should be followed during escalations?

Answer 43

Other OPG complaint management policies and practice directions should be followed in conjunction with this.