Administrative Services BureauThe New Mexico Department of Health
has established two
Toll Free numbers to report incidents:
TEL: (800) 445-6242
FAX: (800) 584-6057
Report Complaints Online:
Online Incident Report
Please E-mail your completed Incident Report Form to: incident.management@ state.nm.us
Incident Management Bureau (IMB)
Alice Maes
Bureau Chief
PH: (505) 476-9012
Alice.Maes@state.nm.us
Incident Management Bureau is part of the Division of Health Improvement, overseen by the Department of Health. The Incident Management Bureau takes a proactive and preventative approach to improve the quality of care for vulnerable individuals, served by community-based programs.
The incident management process, one component of an overall risk management strategy, involves the collection, classification and use of incident data to protect people from harm. As used most effectively in caregiving, it is the equivalent of an aggressive risk management system, constantly collecting a complete array of information about the safety of its operations. The Division of Health Improvement, Incident Management Bureau has implemented a comprehensive incident management policy, one designed to help all components of the system protect people from harm. DOH's policy assumes that unaddressed harm increases risk to an already vulnerable population, and has the potential to limit life choices available to those we serve. Correcting and avoiding harm is a critical component in establishing an everyday life for individuals and assuring that person-centered planning is a reality.
The Incident Management Bureau
- Works to improve the quality of services in order to prevent the abuse, neglect and exploitation of person receiving services in community programs.
- Conducts investigations and provides data-tracking of reported allegations of abuse, neglect and exploitation.
- Works directly with the Children Youth & Families Department and the State Ombudsman Program to conduct investigations either independently or in collaboration.
Reporting of Incidents/Complaints
Direct Care staff and any community or family member may report. Providers are required to report incidents as follows:
- Abuse, neglect or exploitation
- Emergency medical services
- Use of Law Enforcement
- Environmental hazards
- Death
Programs Served
Incident Management works with the following service types:
- Developmentally Disabled Waiver
- Disabled and Elderly Waiver
- Medically Fragile Waiver
- Developmentally Disabled (State General Fund)
- Family, Infant and Toddler
- Traumatic Brain Injury
- Limited Diagnostic and Treatment Facility
- Hospice Services
- Specialty Hospitals, Hospitals
- Intermediate Care Facility for the Mentally Retarded
- Diagnostic & Treatment Facility
- Adult Residential Care Facility
Trending of Data
The Incident Management Bureau maintains extensive databases to track patterns of incidents within community based providers. Quarterly and annual trend reports are produced for the developmentally disabled waiver and general fund providers. The trend reports are available on this website; they are distributed to providers, other state agencies and the public.
Types of data available:
- Incidents per month by individual and provider
- Summary comparisons to prior quarters/years
- Results of investigations
- Actions to be taken in response to the conclusion/determination
- Analysis of an increase/decrease in numbers and types of incidents from previous years by person and provider
- Qualitative analysis of investigations
- Analysis of significant factors which may influence the data
- Discusssion of special areas of concerns identified in the review process
