Product Overview

Summary: This SOP provides a clear, step-by-step process for safely managing the temporary relocation of clients during works, disruptions, or emergencies. It focuses on protecting client wellbeing, maintaining duty of care, and ensuring compliance with Australian WHS and safeguarding requirements across health, community, and disability services.

Temporary relocation of clients – whether due to building works, environmental hazards, critical incidents, or service disruptions – introduces a range of safety, clinical, and logistical risks. This Safe Operating Procedure sets out a structured, defensible approach for planning and implementing relocations while maintaining client dignity, privacy, and safety. It provides a consistent framework that can be applied across aged care, disability, health, community, and social services settings where organisations hold a clear duty of care to clients and visitors.

The procedure addresses the full lifecycle of a temporary relocation: risk assessment and decision-making, communication with clients and families, transport and handling, safety checks at the receiving location, and monitoring of client wellbeing throughout the relocation period. It is designed to help organisations meet their WHS obligations, reduce confusion during time‑critical moves, and ensure that vulnerable clients – including people with disability, cognitive impairment, or complex health needs – are protected from avoidable harm. By embedding this SOP, businesses can demonstrate compliance, strengthen client trust, and provide staff with confidence when managing relocations under pressure.

Key Benefits

• Ensure client safety and wellbeing are systematically protected during any temporary relocation.
• Reduce the risk of incidents, injuries, and complaints arising from poorly planned or rushed moves.
• Standardise relocation planning and communication across services, teams, and sites.
• Demonstrate compliance with WHS, safeguarding, and duty of care obligations to regulators and funders.
• Support staff to make clear, defensible decisions under time pressure with defined roles and checklists.

Who is this for?

• WHS Managers
• Service Managers
• Clinical Managers
• Disability Service Providers
• Aged Care Facility Managers
• Community Services Coordinators
• Emergency and Continuity Planning Officers
• Practice Managers
• Operations Managers
• Support Worker Team Leaders

Hazards Addressed

• Slips, trips and falls during client movement and transport
• Manual handling injuries to staff and clients during transfers
• Exposure to construction, maintenance or environmental hazards at the original or temporary location
• Psychological distress, confusion or behavioural escalation in vulnerable clients during relocation
• Medication errors and interruption to clinical care during moves
• Security and safeguarding risks, including absconding or missing persons during transit
• Inadequate accessibility at the temporary location (ramps, handrails, bathrooms)
• Infection prevention and control risks when co-locating clients
• Communication failures between staff, clients, families and emergency services
• Vehicle-related incidents during transport of clients

Included Sections

• 1.0 Purpose, Scope and Application
• 2.0 Definitions and Key Concepts (Client, Temporary Relocation, Emergency vs Planned Relocation)
• 3.0 Roles and Responsibilities (Managers, WHS, Clinical Leads, Support Staff, Contractors)
• 4.0 Triggers for Temporary Relocation (Planned Works, Environmental Hazards, Emergencies)
• 5.0 Risk Assessment and Decision-Making Process
• 6.0 Client Identification, Triage and Prioritisation (Vulnerable and High-Risk Clients)
• 7.0 Communication and Consultation with Clients, Families and Guardians
• 8.0 Coordination with External Parties (Contractors, Transport Providers, Emergency Services)
• 9.0 Preparation of the Temporary Location (Safety, Accessibility and Environmental Checks)
• 10.0 Transport and Transfer Procedures (Manual Handling, Mobility Aids, Escorts)
• 11.0 Medication, Clinical Care and Support Continuity During Relocation
• 12.0 Information Management, Documentation and Privacy Requirements
• 13.0 Monitoring Client Wellbeing and Incident Management at the Temporary Location
• 14.0 Return-to-Site Procedure and Post-Relocation Safety Checks
• 15.0 Training, Induction and Competency Requirements for Staff
• 16.0 Emergency Scenarios and Contingency Arrangements
• 17.0 Review, Continuous Improvement and Recordkeeping

Legislation & References

• Work Health and Safety Act 2011 (Cth) and corresponding state and territory WHS Acts and Regulations
• Safe Work Australia – How to Manage Work Health and Safety Risks Code of Practice
• Safe Work Australia – Managing the Work Environment and Facilities Code of Practice
• National Safety and Quality Health Service (NSQHS) Standards – Standard 5: Comprehensive Care
• Aged Care Quality Standards – Standard 3: Personal Care and Clinical Care; Standard 5: Organisation’s Service Environment
• NDIS Practice Standards – Participant Rights and Provider Governance and Operational Management
• AS/NZS ISO 45001:2018 Occupational health and safety management systems
• Australian Health Sector Emergency Response Plan and relevant state emergency management guidelines