Investigate an Incident
As a Investigator user at the Oversight Organization, when you have been assigned as the Responsible Agent for a new report, you will receive a notification in email, text message, or both, depending on the notification preferences you have set.
Step 1 - Find & Open the Report
If you receive a notification that you have been assigned as the Responsible Agent for a report, when you sign in to the system, you can easily find that report on the Incidents page by selecting the Originating Organization:
Or, if needed, you can also filter the table to reports in the Accepted status and then click the Open icon on the the report.
The Agent view of an Incident Report includes an Overview, Activity, Contacts, and Attachments tab.
Agents can modify data in the report and add activities, contacts, and attachments as needed.
Step 2 - Review & Modify the Overview Contents
On the Overview tab, an Agent can modify the Occurred Date and Time and the First Known Date and Time by clicking the calendar icon, clicking the date, and clicking the hours, minutes, and AM or PM.
Agents can view and edit each person's Involvement in the Incident by clicking the Involvement button to view the details and make changes as needed.
Agents can add and Remove Clients, Staff, or 3rd Parties involved in the incident by clicking the + icon or the Remove button in those sections.
These steps need to be completed prior to closing any report:
For each Client and Staff involved:
Click the Find Button.
Click Search.
If the person is found the system will display their existing unique ID.
If the person is not found click Create New.
Modify the person’s information as needed and click Save. This assigns a unique ID to the person in the database.
For each 3rd party involved.
Click the Confirm Button.
Agents can add and remove Tags by clicking in the Incident Tags section and adding or clicking the X on an existing tag to delete.
Agents can also modify the Incident Description as needed by clicking in the Description box and making edits. They can also then view the Original Description by clicking the Show Original button.
Step 3 - Find Related Incidents for Clients and Staff
Agents can search for and relate cases that Clients and Staff may also have been involved in by clicking the Find Client and Find Staff buttons and then clicking the Search button. If a possible related record is found the system will display it.
Click Relate Record to create the relationship between the 2 incidents.
Click Create New if no related records are found.
Step 4 - Add Activities
Agents can view existing Activities that have taken place on the incident by clicking the Activity tab.
Agents can add additional activities by clicking the + icon in the lower left corner.
Click the Date and Time Calendar and click the date, hours and minutes the activity occurred.
Click the Actor field. The system will display a list of Actors including the Agent, all Clients, Staff, 3rd Parties, the Report Originator, the Originating Location, and the Oversight Organization for selection. Free text can also be entered.
Click the Event field and click Called, Visited, Sent Corrective Action Plan, or Accepted Corrective Action Plan, or enter free text.
Click the Who was involved field. The system will display a list of potentially involved people, including the Agent, all Clients, Staff, 3rd Parties, the Report Originator, the Originating Location, and the Oversight Organization for selection. Free text can also be entered.
Click Save. The Activity is displayed on the Activities list.
Step 5 - Add Contacts
Agents view existing Contacts that have been associated with the incident by clicking the Contacts tab.
Agents can add additional contacts by clicking the + icon in the lower left corner.
Click the First Name Field and enter name.
Click the Last Name field and enter name.
Click the email field and enter the email address.
Click the Phone number field and enter number.
Click the Related to field. The system will display a list of potential users including the Agent, all Clients, Staff, 3rd Parties, the Report Originator, the Originating Location, and the Oversight Organization for selection. Free text can also be entered.
Click the Relationship field and enter free text.
Click Save. The new contact is displayed on the Contacts list.
Note: Records on the list can be viewed and edited by clicking the Open Icon or deleted by clicking the Trashcan icon.
Step 6 - Add Attachments
Agents can view existing Attachments that have been added to the incident by clicking the Attachments tab.
Agents can add additional attachments by clicking the + icon in the lower left corner.
Locate the file on your computer and click to upload.
Note: Records on the list can be viewed by clicking the Open Icon, downloaded by clicking on the Download icon, or deleted by clicking the Trashcan icon.
Step 7 - Set Report Statuses
Agents can reassign a report by clicking the Agent drop-down and clicking a new agent.
Agents can edit the acuity by clicking the Acuity drop-down and clicking Low, Medium, or High.
Agents can set one or more report flags by clicking the Flags drop-down and clicking checkboxes for Immediate Jeopardy, Media Alerted, Law Enforcement Involved, and Attorney General Involved. Additionally, if the report originator had selected “Skip Review”, there will be an indication of that here.
Agents can set the report source by clicking the Source drop-down and clicking Agency SIR, Concern/Complaint, SCI Report, or Other.
Agents can set the report disposition by clicking the Disposition drop-down and clicking Agency HR Action, Agency Internal Review, Joint LCA/PS Investigation, LCA Investigation, or PS Investigation.
Agents can also change the report status by clicking the Status drop-down and clicking Await Corrective Action, Close, Investigate, or Submit for Agency Review.
Step 8 - Download a PDF copy of the report
From the Incident List a report can be downloaded by clicking on the Download icon.
A PDF can also be downloaded from the Incident Overview page by clicking on the Download icon to the right of the word “Overview”.