Notice: Facility-Reported Incident Pilot Project Starts July 17
Changes are coming, regarding how DSHS will respond to low- and medium-level facility reports to the Complaint Resolution Unit hotline. Effective July 17, low- and medium-level facility-generated reports (called Facility Reported Incidents, or FRI) will result in offsite investigation and follow-up by the DSHS complaint investigator.
This six-month pilot project will likely reduce the number of DSHS onsite complaint investigator visits, which is a welcomed thought to many assisted living operators.
There will be, however, some necessary changes to the way facility staff respond when a FRI has been filed with the state. This article aims to prepare mandatory reporters and the facility’s internal incident investigators for the FRI pilot.
ONLINE REPORTING
If your facility staff are still reporting incidents via the toll-free hotline number (1-800-562-6078), you’ll want to train them to instead report online. This transition will date stamp the report and provide a report number, necessary for facility-expected follow up once the facility investigator completes the internal investigation.
Please note that, to report online, the mandatory reporter will need the facility’s license number. This number can be found on the facility’s license, posted in a conspicuous location in the building.
FIVE WORKING DAY FOLLOW UP
Once a facility reports a FRI to the online CRU portal, the department requests that the facility report back to the online portal the results of the investigation within five working days.
The facility reporter will need to reference the initial report number when making a follow-up report.
Should the facility not provide the five working day follow up report, the DSHS complaint investigator will call the facility and request the outcome of the investigation.
This means that the facility investigators must prioritize investigating and concluding investigations of all FRIs within five working days.
UPLOADING SUPPORTING DOCUMENTS
When providing the five working day follow-up report, there is an expectation that the facility investigator (or other staff person designated by the facility) upload information supporting the investigation, as well as the outcome of the investigation. DSHS has created a tool that can be used for this purpose: ALF Exhibit 359 Five Working Days Incident Follow-up Report.
The facility reporter can upload additional documents as well. Each document must be saved as a PDF with a unique name identifier.
For directions on how to upload documents into the CRU online portal, see the DSHS File Upload Guide.
PROMPTLY RESPOND TO COMPLAINT INVESTIGATOR OUTREACH
Should the DSHS complaint investigator need additional information or have questions regarding the facility’s internal investigation and resolution, the complaint investigator may call or email. It is important that staff respond promptly; otherwise, the complaint investigator may need to make an onsite visit.
NO WRITTEN REPORTS FOR RESOLVED ISSUES
DSHS complaint investigators will not provide written reports should the offsite investigation result in no citations.
WHCA and DSHS offered a joint webinar on this topic on June 12, 2026. You can learn more about the project by watching the recording.
WHCA recommends introducing or reintroducing staff to online reporting methods for all mandatory reporting efforts, as well as completing timely investigations that include proof of objective data gathered from observations, interviews, and record reviews. Transferring specific information from the facility’s own investigation tools to the Incident Follow-up Report will streamline the process as well.
Watch for an upcoming notice later in the summer regarding a full-day in-person Facility Investigator Training scheduled for autumn. For questions about the FRI project, email Vicki McNealley at the WHCA office.
