Incident Reporting in Directline. For Internal Use Only Not to be distributed outside of Goodwill Industries of Arkansas.

Transcription

1 Incident Reporting in Directline For Internal Use Only Not to be distributed outside of Goodwill Industries of Arkansas. Who performs this task? Store Managers with Directline access. What does this document tell you? These instructions show you how to create an incident report in Directline. When should you perform this task? A Directline incident report should be created anytime a safety issue occurs on Goodwill property. Examples: A near miss report was submitted. An employee required first-aid to treat an injury. A physical confrontation occurred between two or more people. An employee requires emergency room treatment while working. Goodwill property has been stolen. Summary of steps Task Name: Creating an Incident Report in Directline Created on: 01/09/2015 Revised: 05/28/2015 Owner: Dyer Custer Step Log into Directline Create an Incident Report Enter Information for Incident (page 1) Enter Information for Incident (page 2) Add Attachment If anyone has been injured then enter information on Injured Party (page 1) If property damage has occurred then enter information on Claims, Property Damage Submit the Incident Page 1 of 14

2 Incident Reporting Workflow Detailed Step-by-Step Procedure Step 1 Log into Directline Action a. Open a Chrome web browser. b. Type in the address bar and press Enter. c. Type your username and password, then click Login. All stores will use their store number as a username, and goodwill1 as the password. Administrative users need to contact Dustin Bonnema for all username/password inquiries. Page 2 of 14

3 d. Click the Goodwill Arkansas icon to access Directline. Note: The Goodwill Arkansas option may appear differently depending on which view is current. The image above shows illustrates the Icon view. You may change the view by clicking the Select View button, in the upper right corner, then selecting a different view. e. Allow the Citrix window to initialize. It may take a few moments. A Citrix icon will appear in the task bar at the bottom of the screen, which looks like the image to the right. f. You may also see an initialize window appear, which will resemble the following: g. The login process is complete when you see the following screen: Page 3 of 14

4 2 Create an Incident Report a. Expand the Special option by either clicking the plus sign to the left of Special or double-clicking the word Special. b. Double-click the Incident Report Entry option to create a new incident report. Page 4 of 14

5 3 Enter information for Incident (page 1) Note: Managers must complete all fields on Incident (page 1). Page 5 of 14

6 a. Complete the fields using the following guidelines. Field Incident Date / Time Action Type the date the incident occurred in [Year/Month/Day] format (i.e. 2015/01/09). Alternatively, you may click the down arrow and select the date from the calendar, as follows: Click Close, in the lower right corner of the calendar window, after selecting the date. Incident Reported By Report Submitted By Date Reported / Time Property damage incurred Parent and/or Guardian contacted Building Enter the Time, as accurately as possible, in 12 or 24 hour format. For example, 4:05 pm can be typed as 4:05 pm or as 16:05. Type the name of the person who initially identified the safety issue. This may be a manager or associate. You may click the magnifying glass employee from a list. Note: This list may not accurately reflect all current employees. Type the name of the manager submitting the report. You may click the magnifying glass to select an active employee from a list. Type or select the date the report is entered into Directline. to select an active Note: All incidents must be reported immediately after the incident has been properly handled (i.e., proper action taken such as calling Medcor, or involving authorities). Check this box if this report involves damage to Goodwill property. Check this box if the report involves a minor and the minor s parent or guardian were contacted. Type or select the building in which the incident occurred. If the building is not listed, please type the location number and name in the field. The building field will autocomplete for store personnel. Page 6 of 14

7 Equipment # Location Leave this field blank. Type or select one of the following location codes: Incident Type Select one of the following incident types as follows: Incident Type Confrontation Critical Customer Non Critical Near miss Theft Select If Aggressive physical behavior has occurred between two or more people. An injury or medical condition has occurred which exceeds the capabilities of first aid or a local clinic, and/or the person has been taken to the emergency room. Examples: Life-threatening injury Heart attack, stroke, etc. Person unconscious Excessive bleeding Select this option if the incident involves a customer. The incident can be handled by first aid or a local clinic. An observation of a potential safety issue has been made, or an incident that does not require first aid or a clinic. A customer theft has occurred. Page 7 of 14

8 Type of Injury Select the most appropriate option to describe the type of injury that occurred. Anatomical Location(s) Severity Description Causative Factor(s) Date Closed Interview(s) conducted Formal investigation conducted Note: If the report does not involve a personal injury then select NA. Select the most appropriate option to describe the injured body part. If the report does not involve a personal injury then select NA. Select the severity level that fits the situation. If the report does not involve a personal injury then select NA. Briefly describe the incident. A more detailed description will be entered on page 2. Select the factor that best describes the cause of the incident. Select NA if no injury has occurred. Leave this field blank. Check this box if interview details are available. Leave this option unchecked. This option can only be selected by a formal investigation agent. Page 8 of 14

9 4 Enter information for Incident (page 2) Note: Managers and DM s must complete all fields on Incident (page 2). Field Incident Witness(es) Employee s Analysis Supervisor s Analysis Investigator s Analysis Action Type all known witness names and applicable contact information. Make every effort to collect telephone numbers (home, work, cell), addresses, and mailing addresses. Type a complete statement from the affected employee, as appropriate. Statements should include who, what, when, where, and how. Type a complete statement from the employee s manager or district manager, as appropriate. Statements should include who, what, when, where, and how. Leave this field blank. This field is defined by a formal investigator. Page 9 of 14

10 5 Adding Attachments You are encouraged to add as many attachments to the incident report in order to provide detail. A picture is worth a thousand words, so please remember to take pictures of all incidents and attach them using the following steps. You may also attach other types of documents as necessary. a. Click the View Documents button in the upper right portion of the toolbar. b. Click the Add button to create a new entry. c. Click the Upload button. d. Leave the checkbox selected to associate the attachment with the incident, then click Upload. e. Navigate to the browser window that just opened, then click Browse to select the attachment. Be sure to observe the file size limitation of 2MB. Page 10 of 14

11 f. Click Close to continue to the Document Display window. You may now close the File Upload browser window. g. Click Close to return to the incident report. Page 11 of 14

12 6 Enter information, as necessary, on Injured Party (page 1) Note: Complete this page if anyone has been injured in a store. Collect as much information as possible from the affected individual and complete as many fields as possible. If no injury has occurred (i.e., reporting a near miss or property damage, please select EM for Affiliation and enter the manager s phone number in the phone field. Field Surname Given Name(s) Initials Gender Date of Birth Age Group Home Address Date Phone (Work) Phone (Home) Phone (Mobile) Affiliation Contact in Emergency Telephone Supervisor Action Type the person s last name. Type all of the person s first names that they go by. Enter as much of this information as you can collect from the injured party. Explain that having this information will assist investigators with follow up. Only one phone number is required. Select whether the injured person is a customer, employee, person served or visitor. A visitor may include a vendor, contractor, business associate, or anyone that does not fit into the other categories. Type the name of the person s emergency contact. Type the telephone number of the person s emergency contact. Type the name of the supervisor if the injured party is a person served. Page 12 of 14

13 7 Enter information, as necessary, on Claims, Property Damage Note: Complete this page if property damage has occurred involving a customer s property, such as a car, or damage to Goodwill building. Field Particulars of Claim(s) - Type Particulars of Claim(s) - Description Cost Estimate Description Action Type either Car Accident or Building Damage into the field. Type a short description of the damage. For example, a car accident may be described according to the damage. Damage to left front fender. Leave blank. Describe the damage to the property, in specific detail. Make every effort to include measurements, descriptions of the damage, colors (if appropriate), size of the damage, location on the car, wall, or other item, and any other piece of information that is necessary to establish a clear understanding for individuals who are not able to physically inspect the damage themselves. 8 Procedural Steps, Notes This page is to be completed by the safety director and/or lead investigator. 9 Submit the Incident Each incident must be saved after all necessary information has been entered. To save an incident: Page 13 of 14

14 a. Click Save on the toolbar in the upper-left corner of the screen. What should I do if I am unable to complete the task? Scenario Entering the wrong information in a field may result in an error message similar to the following: Step/Action Remove any manually entered information and select the option by clicking the down arrow, then selecting the option from the window that opens. When has this document been updated, how, and by whom? Version Creation Date Changes Made Reviewed by Number 1 01/14/2015 Created document Eric Zenor, Knaudia Bridges-Harris, Dyer Custer 2 04/10/2015 Added workflow, screen modifications, and Eric Zenor document upload instructions. 3 5/28/2015 Added Causative Factor NA option and instructions for Injured Party reporting for near misses. Eric Zenor Page 14 of 14