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Manage Incidents


Manage Incidents


Definition:
Manage Incidents Slide 4Perform proactive management of all incidents reported to the Department to effectively coordinate the Department’s efforts to ensure the safety of youth, staff, and the general public, while improving youth and program outcomes.

Manage Incidents includes all of the activities required to ensure that DJJ providers, including State-owned and operated facilities, are resolving incidents reported through the existing Central Communications Center (CCC) or the Office of Inspector General (OIG) and are demonstrating corrective action in support of youth in the DJJ system.  Activities related to this function include the evaluation of all reported incidents and determination of how those  incidents are processed including coordination and assignment of resources at the appropriate skill level to conduct reviews or investigations based on the criticality of the incident.  


Why do we need Manage Incidents as a shared service?

Program area staff is responsible for a variety of tasks and are considered experts in the operations of the specific program area.  Other staff, such as the former Administrative Review Specialists are experts in conducting reviews while the OIG Investigators are experts in conducting investigations.  The OIG is responsible for receiving and documenting incidents in the CCC system, the program areas conduct various reviews, and the OIG conducts investigations.  By creating the Incident Operations Center (IOC), the Department is establishing one point of contact for all incidents. 

Utilizing the concepts of shared services will lead to:

  • Clearer distinction between investigatory responsibilities of the OIG and incident response responsibilities of the program areas.
  • Increased quality of reviews through the addition of specific quality checkpoints in the incident review process.  
  • Greater accountability through increased tracking and reporting, with a single entity responsible for monitoring all incidents to ensure proper closure and to raise awareness when incident response activities are not progressing toward closure.
  • Increased focus on engaging the right resources as early as possible in the process. 
  • Increased consistency in incident responses across program areas. 


Our current IOC team members:


How are we going to achieve these benefits?

Currently, the framework for the IOC has been established.  This unit is located in Department headquarters encompassing the CCC which is charged with receiving, logging, and transmitting pertinent information from DJJ, providers, grantees, and facility staff regarding incidents to executive management.  The IOC is responsible for the management of reported incidents, trend analysis based on documented incidents, the daily review and initial assignment of incidents accepted by the CCC duty officers, and review of all completed management reviews.  
The Manage Incidents work group is finalizing the IOC procedures, Service Level Agreements (SLA) between the program areas, and revisions to the CCC system.   It is anticipated that CCC system upgrades will take approximately six months to complete.  In the meantime, the intent of the work group is to go forward with changes and utilize “workarounds” in the current CCC system.  Additionally, Staff Development and Training has piloted Management Review Training and is feverishly working to incorporate feedback into the curriculum which will be offered beginning in January to staff designated by the program areas as having the responsibility of conducting management reviews.


The Administrative Review Unit was recently dissolved and the staff was redistributed to two program areas; Residential Services and Probation and Community Intervention.  They are experts in conducting reviews and their focus will be conducting Level III Management Reviews (formally Administrative Reviews).  Through Service Level Agreements, the Office of Residential Services will also complete the Level III reviews for the Office of Detention Services and the Office of Probation and Community Intervention will do the same for the Office of Prevention and Victim Services.  Agreements are also in place to allow Level III Management Reviewers to cross program areas when it is geographically economical to the Department.


We are aware that initiatives like this generate a lot of questions. We welcome any question, comments, or concerns and will happily provide answers if we can. Please feel free to reach out to IOC Director Holly Johnson (holly.johnson@djj.state.fl.us).
Incident Operations Center