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3.09 – Incident Hotline On-Call Procedure

Reference:      Medicaid Tags W 148-W157

                      Licensure 5123:2-17-02 E6-11, G3, H1


The purpose of the Incident Hotline is to manage incidents that are reported by staff and advocates for the individuals we serve.  It is the Incident Hotline’s responsibility to ensure immediate action is taken to assure the health and welfare of the individual.   The Incident Hotline will be responsible for answering calls 24/7 during their designated on-call time.   


The Incident Hotline will receive phone calls from all Open Door staff.  However, the UCO staff will report incidents to Program Manager who will contact the Incident Hotline during business hours.  Anything after business hours, will be reported directly by staff to the Incident Hotline. 

The designated Incident Hotline On-Call Cell Phone must be contacted each time an incident report form is completed.  The number is located on the incident report (614-701-6993).   If no answer, leave your name and phone number where you can be reached along with a brief description of incident or text.

If you are reporting an incident that involves abuse, neglect, misappropriation, or any other incident that involves criteria for a possible MUI, the Incident Hotline will return your phone call to confirm your message.   If you do not receive a call back within 30 minutes, please call the Incident Hotline back to ensure that the right number was dialed.  If you still do not hear back from the Incident Hotline, the individual completing the report must contact the Executive Director to report the incident.

ALL Open Door Staff are responsible to submit completed incident report through electronic system on the employee hub.  The report is directly sent to Director and Risk management.

NOTE: for DETAILED incident reporting procedures refer to policy 3.06.  for detailed information on major unusual incidents, refer to policy 3.07.

Last Revised: 2/23/24

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