David is a manufacturing supervisor with Alltech Refrigeration Services. While doing some machine maintenance on a pallet machine in Queensland for his South Australian-based employer, the power was switched on and David’s leg was dragged into the trolley loader nearly costing him his life. Suffering horrific injuries, he was trapped for two hours before he was found by a co-worker.

His thigh was severely lacerated from hip to hamstring just missing his femoral artery. He was transported by ambulance for an additional two hours to hospital where he was operated on to stitch the leg back together, resulting in 200 internal stitches and 100 staples outside. The wound became infected, resulting in more operations, and he’s also had multiple skin grafts. His other leg was also injured, requiring arthroscopic surgery.

“It’s his bravery, can-do attitude and hard work that resulted in him returning to work in an amazingly short time [four months],” says his case manager David Pickering.

“I enjoy my job,” says David Goold. “I wanted to get back to work as quickly as I could. I wanted to show my wife and kids that I was going to be OK.”

“My return to work was met with nerves by my family. But once they realised I was following my occupational therapist’s guidelines, they realised it was the best thing for me. I wasn’t sure how I would react being around the machines that nearly cost me my life, but my workplace has been really supportive, and helped me get my confidence back.”

David has now been back at work 12 months and is “pretty much able to do what I was doing prior to the accident.

“The biggest challenge is getting my legs working again. And putting up with all the pain.”

When Ian, a 70 year old groundsman at the National Motor Museum in Birdswood, fell heavily while slashing thick grass with a whipper-snipper, his left arm and back absorbed the shock and he was forced to stop work.

When he was told he needed shoulder surgery, he was deeply concerned about the inconvenience this would cause management. He was also worried about his son, who has a physical impairment, and who he takes care of. “It was a very emotional time,” he says. “But with the help of my local doctor, health care providers and friends, the problem resolved.”

Ian credits his return to work team with giving him the motivation to succeed in getting back to work, particularly his rehabilitation and return to work coordinator who understood his need to get the injury repaired the best it could be. ”It would have been easy for all concerned to say, ‘At your age, why bother?’. But they did not.”

According to Ian’s physiotherapist Robyn Wall, Ian showed “fortitude, mental toughness and a dogged approach at not letting his injury and time off work get him down”.

To assist in getting Ian ‘fit’ to return to work, he underwent a work hardening program with a different employer (TAFE in Croydon Park) where he drew on his teaching background in the automotive field to train students.

“The work hardening program not only allowed Ian to start to physically engage his injured arm, but, I believe, just as importantly allowed Ian to keep positive and feel a valued part of the community. He participated positively and never had a day off throughout the entire program,” says Maxine Cheatle, Rehabilitation Coordinator at the Department of Premier and Cabinet.

By working on his rehabilitation program and following the advice and instructions from his physicians, therapists and coordinator, Ian’s confidence was restored and his motivation increased allowing him to return to his original employer sooner rather than later.

Just over a year after his accident, Ian was cleared to return to fulltime duties at the National Motor Museum.

Kerry, a housekeeper with Resthaven, damaged her elbow so badly when she bumped into a steel towelling rack while at work that for the rest of her life she will have to sleep in a splint to keep her elbow at the correct angle.

After her initial injury, and despite being in pain, Kerry was back at work within two weeks. “I felt the less time I had off, the easier it would be to get back into it.” She was able to do some duties, even though she was in plaster.

She had physio, which she found an incredibly painful experience. Then, six months later, the doctors found that she had displaced the ulna nerve. She had an operation to replace the nerve in the ulna groove. But even after that the pain continued.

Later, a second operation with a different surgeon was more successful. “I started to have hope,’ says Kerry, who was back at work within another few weeks.

“Together with my boss, rehabilitation officer, hand and arm therapist and industrial physiotherapist, we worked out a plan to keep me at work.”

Kerry has since trained in other areas, such as laundry and some administration. She’s even mastered the computer. Varying her work has taken some of the pressure off her arm.

“Without the encouragement of the return to work team, I wouldn’t be here now. I love the work I do and the company I work for. All that has made it easier to continue.”

“Although my injury happened nearly four years ago now, I only had eight weeks off in all that time after my operations. Due to varying my duties, I am convinced I will be able to continue for many years to come,” says Kerry.

Rod Semmens, rehabilitation coordinator at Resthaven says: “To have endured extensive painful treatment, failed surgery, severe restrictions of the dominant arm, yet to come through with a smile, has been inspiring to those around her.”

Ross, a boilermaker at Manuele Engineers, was using a crane to place a 15-metre long, thick beam weighing 1300kg in a safe position, when it fell, crushing both his ankles. A well-intentioned ‘rescue’ saw four of his toes broken also, when the beam landed on him again.

“While the accident robbed me of freedom,” says Ross, “it also gave me the desire and fortitude to get well again and return to my job.”

His first week out of hospital, Ross was so motivated to get back to work that he was on the phone asking if there was work he could do at home, ‘”shuffling paperwork even – after all, I’m getting paid, why not work for it? Unfortunately they declined my request!”

Within four months, however, he was back at work on modified duties.

“My rehabilitation consultant Kabi Mani (Effective Australia), health providers and employer – I needed them all. My recovery has been progressive, because of the individual support, as well as the team effort from all of them,” he says.

“Ross was in a wheelchair [initially], which affected his family/personal life and activities of daily living,” says Kabi. “But he was motivated to break all the barriers, and return to his pre-injury employer.”

According to his employer, his drive and commitment to returning to work after his accident has been nothing short of inspirational.

“I’ve learnt to be more patient and positive – to never look back,” says Ross. “And I’ve learnt that if you want something, go get it. The result? I’m back at work.”

Shane was a Fisheries Officer, with PIRSA Fisheries Services in Port Lincoln. While on board a patrol vessel on the SA / WA border, Shane was busy retrieving illegal rock lobster pots using a hydraulic winch. Due to a series of events, a pot came over the side at a great speed, travelled around the winch and struck Shane, seriously fracturing his leg.

Immediate first aid was issued to Shane, but the vessel was operating out in the Great Australian Bight and there was no medical assistance available.

The vessel was some 20 hours by boat from Ceduna, and Shane was in considerable pain – “One of the toughest challenges I have had to endure,” he says. Shane’s crewmembers and family (who were contacted shortly after the accident, also had to endure the long wait).

A week later Shane had two plates and 14 screws inserted to repair his leg.

Shane, who was on crutches for 11 weeks after the accident, says he felt frustrated and useless after the accident. But as he healed and his strength came back, he started to feel more motivated. “I felt the need to get back [to work] and shift my mind to productive use,” says Shane.

His rehabilitation consultant, Simon Hynes, says, “Following his first surgical review after his procedure (and despite the fact he was non-weight bearing at the time),

Shane negotiated with his surgeon to allow him to return to administrative tasks the following day and shortly after he returned to full hours.”

“This injury really knocked the stuffing out of me,” says Shane. “But I am recovering as a much better person. I now realise the impact workplace injuries have on people and can only imagine how this would affect someone with a less than supportive workplace, family or friends.”  

Stephen is a boilermaker and welder at Barossa Engineering Services. His injury was sustained when the cutting blade of an angle grinder kicked back, shattering the blade and slicing through his jugular, causing massive blood loss. By the time the ambulance arrived, he had lost so much blood, he was prepped for cardiac arrest and raced to hospital.

Stephen forced himself to stay awake throughout the ordeal. “I knew in my heart if I passed out I would not wake up,” he says.

While his body was mending, his mind started playing tricks on him. He had flashbacks to the accident, and sleep difficulties. He was referred to a psychologist for treatment of post-traumatic stress disorder.

“Stephen was eager to return to work as soon as possible, despite his physical and psychological restrictions,” says psychologist Denni Meredith.

Within four weeks, he was back at work on restricted duties and hours, and having physiotherapy to help regain range of motion in his neck, and for muscle strengthening.

“His dedication to his exercise program, his openness in discussing the trauma, and his positive attitude to getting back to work and ‘normality’ saw Steve return to full duties just three months after the incident that nearly took his life,” says his physiotherapist Melissa Smith. She also added that he was an inspiration to the physiotherapists at her workplace.

“I pushed myself through the dark post-accident times and have come out on top a better person,” says Stephen, who has since trained as a first aid officer.

When a worker injured her shoulder at the Happy Valley Community Children’s Centre, management and colleagues pulled together to support the worker’s return to work by modifying practices and routines, taking on extra responsibilities and keeping the lines of communication open.

To accommodate the worker’s needs, the Centre made ergonomic modifications to the worksite. Her colleagues helped her with tasks she was not fit to perform, and the Centre has changed procedures to support all of their staff with the lifting of children over 10kg.

A small modification involving a change to the dryer door in the laundry has enabled easier access for all staff in undertaking duties in this area.

The Centre aimed to maintain a positive relationship with the worker, with honest and open communication on a daily basis, and regular meetings with all parties involved in the return to work.

The Centre is governed by a management committee, and at their regular monthly meetings, discussions were held as to how management could further support the injured worker.

A referee for the Centre says, “Management and colleagues supported the injured worker’s return to work by modifying practices and routines for her to achieve on a daily basis. Colleagues took on extra responsibilities with a smile to support the return to work.”

Throughout the process families were kept informed of any staff changes through newsletters, staffing boards in the room and through constant verbal communications. At staff meetings, the director kept the entire staff team informed of the injured worker’s progress, with discussions being minuted for those who were unable to attend.

Wirra Wirra, a winery in McLaren Vale, has been proactive in developing a safety and return to work culture throughout the company.

It dedicates a staff member three days a week to managing safety and the return to work of its injured workers. This person is encouraged to spend time with injured workers, supervisors, medical practitioners and Employers Mutual to determine the best return to work program.

Wirra Wirra has in the last 12 months developed a specific policy for rehabilitation and return to work; and an injury pack containing forms and information workers need when they are injured.

Its rehabilitation and return to work coordinator visits injured workers at home, to help with paperwork as necessary, delivering items and coordinating medical appointments – but even more importantly assuring the worker that they are part of a team working together with the common aim of rehabilitating and returning the worker to work.

Wirra Wirra makes every effort to create a welcoming atmosphere for its workers when they return to work, and to provide alternative duties if necessary. When one office worker suffered a broken bone, and after consultation with the doctor, her desk was modified, an area was provided where she could lie down, and short walks were encouraged, away from the work station. The supervisor and OHS officer monitored the worker’s physical and emotional condition throughout the recovery.

When one of its workers was injured, Banner Hardware set about creating a new role – and a new line of business.

The worker had previously driven the forklift and worked in the yard, but his lumbar spinal injury was such that his movement was restricted, and he was no longer able to perform these duties, so Banner Hardware had to consider alternative duties.

Following a job analysis, it was identified that the worker had good practical skills in woodwork, and he now creates a range of outdoor furniture, gates and other garden accessories which retail through the chain of six Banner Hardware stores.

The supervisor, rehabilitation and return to work coordinator and store manager all worked together to enable the worker to undertake this new role. The manufacturing centre was adapted with jigs engineered and devices made to minimise lifting and improve the ergonomics. Financial assistance was sought from Employers Mutual for power tools and equipment to ensure the long-term sustainability of the program.

There is a steady flow of orders now in this area, and Banner Hardware reports that the worker is doing well.

Darren Fitzpatrick from Employers Mutual who has worked closely with Banner Hardware says they “show great positivity and willingness towards claims…they have implemented great return to work strategies in the workplace to reduce risk.”

Banner Hardware also hope to offer the program to other workers needing transitional employment and suitable duties in future.

Most of the work that Jordan Plumbing undertakes is in the high-risk construction industry.

The company has 70 employees and provides work for over 40 apprentices; and while the apprentices are not its direct employees, it prides itself on treating them as such, especially when it comes to injury management and return to work.

Within the last 12 months, Jordan Plumbing has provided 19 days of modified duties to its injured employees, and 16 days to injured apprentices. Its injury response procedure includes a strategy to return injured workers to work as soon as possible. To that end, it has developed a rehabilitation work activity form which is completed at medical treatments. This enables the company to immediately devise a plan for quick and safe return to work of its injured employees and apprentices.

In response to three injuries that occurred in two months, each caused by a similar activity, the company has purchased loading ramps to reduce the risk of injury.

It has sent two staff members for training as rehabilitation and return to work coordinators, who have since instigated an overhaul to the company’s OHS system and injury and rehabilitation procedures. These staff members also provide leadership and direction to the rest of the business when it comes to injured workers returning safely and efficiently to full duties.

A referee for Jordan Plumbing says, “They always offer assistance when returning injured apprentices back to the workplace, they support the process by ensuring ‘modified’ duties are available for injured employees to assist in their return to work.”

Jordan Plumbing has also been a major contributor to the Plumbing Industry Association of SA’s training DVD about safer excavations.

Maxima is a not-for-profit training company that operates within a high-risk injury environment that is both complex and challenging. Maxima have a labour hire and Joblink arm and as such it must manage health and safety, and rehabilitation and claims issues for workers who are working away from the Maxima site with a host employer.

The company has developed a claims management system that ensures a Maxima representative sees the injured worker as soon as possible to guide the worker through the claims process and to give advice on return to work issues.

Maxima has also developed a rehabilitation program involving two preferred rehabilitation companies, and a panel of companies that will assist in providing duties when none are available at a host organisation or within Maxima.

Its placement consultants and host employers are kept informed of the worker’s progress during rehabilitation, thus ensuring that all parties feel they are part of the team supporting the worker.

A ‘job dictionary’ developed in conjunction with some of its major clients is one of the innovative approaches Maxima has taken. This helps treating doctors gain a better picture of what duties are available for injured workers returning to work.

“Maxima’s claims and injury management team are formidable in terms of experience and qualifications,” says George Hallwood of Effective Australia, who has assisted Maxima in its injury management processes for the last eight years.

“Six of the eight claims we closed together in 2009 saw workers returned to the same duties at Maxima. Support for retraining also resulted in one of the other two obtaining employment outside Maxima for an 87.5% return to work rate. These are good figures for injuries needing rehabilitation support and are exceptional for the employment services industry.”

Pope Packaging has a policy to ensure an injured worker receives all the help necessary and all the entitlements due to them. The company provides transport for workers if they are unfit to drive, helps organise activities of daily living assessments and job analyses as necessary, and provides mediation where needed.

It also aims to help workers who are injured by visiting them at home, keeping contact over the phone, attending doctor’s appointments with them and providing interpreters as needed.

Pope Packaging has implemented a medical injury response toolkit, to ensure workers who are injured have all the necessary paperwork and know their rights and entitlements. This has made the return to work process much clearer, according to the company’s rehabilitation and return to work coordinator.

It also draws on the whole of the organisation to provide suitable duties.

When a worker was injured late in 2009, Pope Packaging responded by implementing its return to work procedures, but also by giving paid leave to the spouse who also worked for the company, to ensure the injured worker was taken care of.

Darryl Turner from Employers Mutual says, “Pope Packaging have always been compassionate and caring, supporting injured employees through the process.”
Pope Packaging has also helped AILS (Australian Industry Labour Service) in its efforts to provide duties for employees with an injury, by providing alternative duties where available for their injured workers.

Constellation Wines appointed a workers compensation manager (WCM) and rehabilitation and return to work coordinator in January 2010. Since that time, they have met with all injured workers and agreed on strategies to increase their capacity and wellbeing.

The statistics support the value of this approach. In January 2010, 27 workers had active claims, five of these were totally incapacitated, and none had a management strategy on file. By May 2010, seven had been returned to full pre-injury duties, two to new positions with some top-up payments, one to full hours on modified duties, and four were redeemed (paid out). Thirteen claims are still ‘active’ on Constellation’s rehabilitation list and only one of the original 27 claims continues to be totally incapacitated.

Constellation now takes the approach that the rehabilitation and return to work coordinator attends all medical reviews with the injured worker. Additionally, a panel has been formed so that ‘best practice doctors’ can be used for different types of injuries. Constellation’s dedication to their injured employees is also evident in their response to any concerns from an injured worker, where they immediately change the type of treatment, references to specialists and work placements to foster a positive rehabilitation process.

A cellar hand who was injured while filling a barrel and then re-aggravated the injury says: “This whole experience has been very frustrating for me. Firstly not knowing what was wrong and then visiting two doctors who I felt didn’t care about me. But thanks to Meredith as my Work Coordinator and the Workers Compensation Manager, I feel like I have better support. I feel as though my injury is now being handled in the best possible way and there is a system in place to assist injured employees into the future.”

Their company has also introduced an early intervention program to set up the framework of the rehabilitation and return to work program. This has had positive feedback from both workers and their managers.

United Water encourages an early return to work culture throughout its organisation. It conducts an annual audit of its own injury management system, and employee satisfaction within the system has been consistently high.

The company has launched its own WI-5/MI-5 injury management campaign to improve injury management awareness throughout the organisation. WI5 stands for Work Injury 5 and details the top five things an injured worker at United Water needs to know in case of a workplace injury. MI-5 means Managing Work Injury 5 and details the top five things managers and supervisors need to know when a worker is injured.

The company takes a collaborative approach to rehabilitation encompassing all stakeholders, to create a ‘safety net’ around injured workers and to ensure all parties have the same goals and information is shared.

United Water has also developed a competency-based online training program in injury management for managers and supervisors, and they also receive monthly e-alerts on injury management topics. They recently identified an improvement opportunity and have now included team leaders and second level duty supervisors in the online training and e-alerts and they know how to monitor and escalate the situation to avoid lost time and assist in rehabilitation and return to work. With team leaders most likely to be United Water’s next supervisors it makes sense to include them in the process.

When it has been necessary for United Water to provide an employee with permanent alternative duties, it works actively with them to ensure that the best possible outcome is achieved. All of the employees it has placed in permanent alternative employment have remained successfully in their new roles within the company.

Duddy Shopov who has provided legal and other assistance to United Water says, “United Water is to be commended for its culture and commitment to the successful rehabilitation and support of its employees.”

Dr Alison Gazard is a solo medical practitioner contracted to two local companies to whom she provides medical services for workers. She has been dealing with a number of workers with soft tissue injuries and this area of her work has increased steadily in the past 12 months.

Dr Gazard believes the treatment of the “whole person” is imperative to achieve return to work outcomes. She knows that injuries are not isolated to physical impacts but also have social impacts (eg, family, work colleagues, the community) that need to be addressed. Where appropriate she includes the injured worker’s partner and explains to both of them what caused the injury, provides reassurance that the injury may not be permanent and offers options for recovery.

As a referee for Dr Gazard attests, “She is committed to successful return to work for both employee and employer.”

According to Dr Gazard she spends time with the employee to identify the activity that is causing the injury. “I have a comprehensive understanding of the workplace and the different range of activities performed by the employees based on many years of observation. As part of the early intervention, the activity causing the problem is ceased, and appropriate modified duties are commenced.”

“I also invest significant time in building a hands-on team of professionals to deliver positive outcomes for injured workers,” she says. Each member of the team knows they can contact Dr Gazard at any time by mobile and she encourages regular communication between team members.

Amanda is a workplace rehabilitation consultant for Beckmann & Associates in Mount Gambier. Many of her claims have been in the transport, hotel and timber mill industries.

“I have worked hard to build rapport with people in pivotal roles in these industries,” says Amanda, “and to re-educate them to better understand WorkCover and the legislation.”

An example of this is when Amanda received two claims from a hotel. When she made initial contacts with the employer, she was advised that the employer would be terminating the workers’ employment.

“I spent months attending the worksite two to three times a week, facilitating a positive relationship between the parties, helping the employer understand the legislation and the benefits of returning injured workers to work. As a result, both injured workers are now happy to return to work, the employer states he is thrilled with their progress and the workers have received full medical clearance.”

Tim Heysen, of Heysen Partners, one of the employers Amanda has worked with, says, “I was impressed with the way Amanda looked at safe/low risk but practical activities which at times required a certain amount of thought and invention. An example of this was the setting up of a ‘buddy’ system where the worker ‘shadowed’ another one of our workmen in his daily activities, which gave us an idea of the tasks the workers would be capable of in the initial stages. I was also particularly impressed with the persistent manner which Amanda used where she would keep asking questions and trying a different approach until there was a positive outcome.”

Kevin is Principal Consultant for Australian Workplace Injury Consultants. His work is primarily in the South East, an area that has historically had a low success rate for workers returning to work. Kevin has established strategies involving early intervention, which has changed the culture, reduced the time that claims are open and helped workers successfully return to their pre-injury role with their employers.

Kevin demonstrates an ability to perform above and beyond the normal standards required of rehabilitation consultants, according to Employers Mutual case manager Sarah Hillebrand. “He has a fantastic ability to establish productive and open relationships with injured workers and other stakeholders, so that all have a clear understanding of the direction of the worker’s rehabilitation and what is required for a successful return to work,” says Sarah.

One injured worker who was supported by Kevin says, “He took the time to explain my rights and the process I was going through following my shoulder injury on the farm.”

Kevin believes networking is an important part of returning an injured worker to the workforce. ”It gives me the opportunity to bounce ideas off like-minded others,” he says. To that end he has joined the board of the South East Drug and Alcohol Counselling Service, and joined a South East consultative group. He also makes himself available to talk to groups on WorkCover issues, and rehabilitation and return to work.

Ana Sharman, HR Manager at Tatiara Meat Company Pty Ltd says, “Kevin has shown that he is able to work successfully with our injured workforce, taking into account the background of the individual he is working with, ensuring that they are involved and understanding the rehabilitation return to work process.”

According to Ana, in the time that Tatiara Meats have been using the services of Kevin, their return to work rate has increased to the point that (as at 24 May 2010) they had no injured workers off work. “Kevin’s efforts returning to work the injured workers he looks after has contributed to this,” she says.

“I love what I do,” says Kevin. “I enjoy going to work every day and I am just as passionate about worker safety and returning injured workers to work as I was the day I started nearly 20 years ago.”

Kristy is a senior rehabilitation consultant with Insite Injury Management Group. She has a strong belief in the power of multi-disciplinary networks to support injured workers. “I encourage a team approach in an open, transparent environment to assist workers to achieve steps towards their suitable employment goal,” says Kristy.

Kristy regularly receives requests for preferred provider relationships with a broad range of industries and workplaces, and believes her commitment to team practice is the reason for this.

Evidence of Kristy’s positive outcomes can be seen in the following statistics from the first quarter of 2010: she is 26% above the WorkCover Scheme average for pre-injury outcomes; 55% above the industry average on transition duration; and 30% below the industry average for transition costs.

Kristy demonstrates innovation, and a responsiveness to the needs of her clients. She prepared a ‘Jobs In Site’ program for small groups of jobseekers with aligned individual supports and measurable reporting tools. She has also developed mediation and employee assistance programs, to assist in the early identification and intervention of potential work injuries and conditions.

According to Jeff Mountford, Manager of People and Culture at The Multiple Sclerosis Society of SA & NT, “Kristy’s involvement has been helpful in keeping us informed of the subtleties of our employee’s situation, to enable us to be proactive in managing the internal processes of the return to work. Her liaison role in our case conferences has facilitated honest exchanges of perspectives while maintaining focus on our ultimate goal – the employee’s return to work.”

In consultation with Employers Mutual and her peers, Kristy developed and implemented the Combined Initial Assessment Program which combines the Initial Needs Assessment with the Job Analysis and Worksite Assessment. This means that the rehabilitation consultant, occupational therapist or physiotherapist can work in consultation with the treating practitioner to return the employee to work within their demonstrated capability, saving time and being more efficient for the worker.

CHG’s integrated team of practitioners, sharp focus on early intervention and its philosophy of retaining the connection between the worker and the employer delivers superior results.

As a major employer and large self-insurer, Woolworths is reliant on quality service providers who can work in partnership with them to deliver superior injury prevention and injury management. CHG has been a key partner for Woolworths in this area and has worked closely with them to deliver an onsite clinic based model of injury prevention and treatment.

Paul Wrangles, Return to Work Specialist at Woolworths, says that one of the most important elements that CHG provide is an integrated approach – integrating prevention, treatment, and medical, allied health and rehabilitation services. “The involvement of CHG practitioners in worksite assessments and job analyses has been vital in reducing injuries and ensuring that injured workers can be properly certified and return to work quickly in suitable duties that are appropriate for their capacity,” he says.

CHG was also closely involved in the development of WorkCover’s Clinical framework for the delivery of physiotherapy services to injured workers, and uses this as a key tool to guide physiotherapy treatment.

CHG is also a Registered Training Organisation and has developed its training suite to provide expert advice in injury prevention and management. CHG has worked with a key client to implement ‘just-in-time’ training so that front-line management previously trained in injury management have immediate refresher training (face-to face or by phone) when they need it most – at the time of injury or during claim notification. This innovative approach has been critical in empowering mangers to use best practice injury management in the earliest phase of injury. This approach is now being replicated by other providers.

Providing services to around 800 injured workers in the past year, Insite Injury Management Group (Insite) achieves return to work rates that are consistently higher than the industry average month after month.

They undertake a range of activities that go above and beyond the scope of typical rehabilitation service delivery to meet the needs of workers, their families, employers and the wider community.

“I have had fantastic support and results from this rehabilitation company this year. They go out of their way to accommodate all needs required in every aspect of rehabilitation,” says Lindy Williams, a case manager from Employers Mutual.

They have introduced social responsibility and sustainability advisors, who partner with community organisations such as Sane Australia, Relationships Australia and the Australian Refugee Association, to support injured workers.

Consultants are encouraged to use the Medical Disability Advisor (MDA) injury facts information, enabling them to better inform the injured worker and knowledgably deal with medical providers.

Insite have also developed the Jobs Insite Program, which is an 8-module competency-based training program which teaches job seeking skills and provides peer support for injured workers. Demonstrating the effectiveness of this program was the return to work of a 60 year old man, who only believed he could return to work because of the peer support he received.

Recognising that employers share the need for early intervention support, Insite has also developed an Onsite Physio Program, where Insite physiotherapists provide workplace based clinics, education forums and on-floor assessments twice a week to reduce injuries, time lost and identify and resolve OH&S risks.

They have also developed an interpersonal profiling tool, which identifies habitual and stress responses, forecasting team dynamics, predicting and solving people problems to smooth the rehabilitation process.

A large part of MPOT’s work is in early intervention for serious injury, and evidence shows this leads to increased success in return to work and reintegration into the community. MPOT also actively works with employers to decrease injury and facilitate an effective return to work.

MPOT has recently been working with Employers Mutual to define appropriate and robust outcome measures using the Canadian Occupational Performance Model. This is used to identify occupational problems and solutions for a client.

Successful treatment of workers with a serious injury requires a team approach. The MPOT team has developed a unique relationship with the Employers Mutual serious injury team, and the two meet regularly to discuss individual cases and service improvement opportunities.

MPOT also works closely with the RAH, Flinders and Hampstead medical and therapy teams with early intervention and ongoing reviews. MPOT, along with Employers Mutual, has provided education sessions to staff in these hospitals and rehabilitation centres.

Other enhancements MPOT has made to improve its service delivery include the development of an annual review system for serious injury clients and a wheelchair accessible gym proposal to increase access to ongoing treatment and reduce home gym installation costs.

As Sean Bourke from Woolworths attests, “…MPOT have an ethos that drives their business to provide high quality services. They are extremely responsive and flexible in their service delivery and they are continually working to improve their service provision in line with evidence based practice and industry demands. MPOT has provided learning opportunities to our company and others to inform on changes in industry and international rehabilitation practices.”

Having been payroll officer for the last three years, Karen is in a position to intimately understand the structure of the Stehr Group, which has four different companies under its umbrella, and deal with all staff regularly. This means that she can readily identify the appropriate line manager when a worker is injured, which gives her a solid platform for finding suitable, alternative duties. And with much of the company’s work ‘on water’, this can sometimes prove difficult.

Recently a worker with a knee injury had a medical restriction where a ‘rolling motion’ could hamper healing. Karen successfully arranged for the worker to do shore-based duties at the company’s net shed complex. The worker was back on the vessels and cleared for duties within two weeks.

“Karen was of great support to me, and accompanied me on several occasions when doctor’s visits were required,” says an injured Stehr Group worker. “She contacted Employers Mutual and arranged for me to have the use of an exercise bike and always followed up with my physiotherapist when needed. She has always been extremely helpful and I believe she has the best interests of myself and other injured employees at heart.”

According to Employers Mutual case manager Sarah Bath, “Karen always goes the extra step for her staff which helps with her successful return to work outcomes.”

Joanna Saville believes that for the return to work process to work, rehabilitation and return to work coordinators need to be motivated just as much as the injured worker to get back to work. “It’s a journey that we both take together,” she says.

Joanna finds that one of her challenges is educating workers that their injured workmates are not ‘weak’ or ‘useless’ because they are injured.

“Employees are now seeing that injuring themselves at work and going on WorkCover doesn’t have to have the stigma it used to. My job is to help them, encourage them, and ultimately get them back to the job.”

One worker was suffering from epicondylitis (‘tennis elbow’), and was sure he would lose his job. Joanna contacted his doctor to find out more about the injury. She asked him about restrictions, and how she could find jobs the injured worker could carry out without aggravating the injury. With the doctor’s help, and with an information sheet provided by her case manager, they worked out a good range of duties the worker could rotate between, until the rehabilitation consultant got involved and drew up a return to work plan. The worker is now much more comfortable with being injured, and has not lost a day of work due to the injury.

According to Kylie Toshach, psychologist and Injury Management Consultant, Joanna’s “genuine concern and empathy for her injured co-workers has assisted in quicker and safe return to work outcomes, as the workers feel heard and supported by her.”

In her role as rehabilitation and return to work coordinator, Juliette has instigated procedures that encourage a strong commitment from all personnel at Taylors Wines to support the return to work process – for all workers who are injured, whether it be through an injury at work or not.

In her 10 years at Taylors Wines, Juliette has built strong relationships with all personnel throughout the company. She has achieved this by regular attendance at departmental ‘toolbox’ meetings, and at company social events.

She has developed return to work proformas, and supervisors, managers, injured workers and rehabilitation consultants complete these at each stage of the process. She has also developed standard forms which are supplied to injured workers to present at medical appointments.

“Juliette Ninnes is instrumental in assisting the return to work processes for injured workers at Taylors Wines,” says Joy Richards, of MPOT, Taylor’s preferred rehabilitation provider. “She is a powerful negotiator between the different departments’ managers, and applies creativity in the workplace when it comes to identifying suitable duties for injured workers to enable a return to work.”

An example of this is a cellar hand who sustained a severe back injury. Though she was returned to normal duties, in time her capacity to perform physically demanding duties deteriorated. She was then retrained as a winery technical assistant.

One injured worker who received wonderful support from Juliette after injuring her right leg says, “Juliette regularly kept in touch with me whilst I was at home recovering. She was also very helpful to me with her knowledge of workplace injuries – explaining the benefits of having regular physio and keeping up my exercise routine so I could return to work faster.”

Juliette has also implemented a system of paid physiotherapy and psychological support for any worker who is suffering discomfort or distress, and it is not a requirement to prove that the problem is work-related.

Within a few weeks of starting his new job at the Barossa Community Store several months ago, Paul had created packs for injured workers, and started communicating with GPs for all new and existing claims.

With his previous employer Novotel, Paul instituted the use of Initial Workplace Conferences, when a potential long-term injury occurred. This involved an occupational therapist visiting within 48 hours of the injury to discuss with the worker and himself how to manage the injury early on, to show the company’s support for the worker, and also to provide a job analysis to Employers Mutual and the treating doctor.

One of the injured workers that Paul helped sings his praises, “Being on WorkCover and trying to work again was always going to be a bit stressful but Paul made it as easy as he could for me by involving all parties at every step, checking in with me before and after my shifts and ringing to see how my recovery was going at home after my operations.”

According to Damian Wallace, Business Manager of Konekt, Novotel’s preferred rehabilitation provider, “Paul demonstrated a genuine desire to plan an approach that would not only educate his staff about the risk associated with their roles and ways in which these could be controlled, but would ensure that in the unfortunate occurrence of an injury, workers would be supported to return to work safely as soon as possible. Innovative, thorough and consultative are three words I would use to summarise Paul’s approach.”

“Paul’s genuine desire to assist injured workers back to work and to regain their pre-injury lifestyle is what sets him apart from other rehabilitation and return to work coordinators I have worked with,” says Abby Dunnicliff, rehabilitation consultant at Insite Injury Management Group, Barossa Community Store’s preferred rehabilitation provider.

Danielle Boyer is a case manager who works with “gusto and determination”, according to injury management consultant Natalie Bottroff, who has dealt with Danielle for over four years. “She executes her role as case manager with excellence in customer service, a thorough knowledge of the Workers Rehabilitation and Compensation Act 1986, and through collaborative injury management,” says Natalie.

Danielle has recently been entrusted with a new ‘project’ – the management of claims for the Master Builders Association. She has managed to initiate and harmonise procedures for immediate notifications, to assist quick recovery and to enable quick return to work in suitable employment. And while there has been an increase in employers joining the Master Builders Association, there has been a decrease in claims lodged with Employers Mutual.

“I have found her to be a very pro-active case manager,” says Robyn Brand of the Master Builders Association of SA Inc. “Due to the heavy, physical nature of the building and construction industry, returning injured workers to work requires creative thinking, which Danielle has demonstrated many times. As a result, we have been able to return injured workers to work sooner.”

Over her six years as a case manager, Danielle has compiled a range of resources for her team to use, which have helped improve case management outcomes, such as an annual review spreadsheet to ensure no reviews have been missed and that they are completed within the organisation’s timeframe.

Tracy Hayes strongly believes an employer has a responsibility to keep their staff safe and, when they are injured, to get them back on their feet feeling good about themselves again.

She is proud to say that no injured workers have ever had to job seek outside her organisation, and injured workers have always been placed in suitable employment within Southern Cross Care, even if it has meant retraining because of permanent restrictions. In fact, when one of the organisation’s nurses was injured, and she could no longer perform manual handling duties because of her medical restrictions, she was retrained in administration and now works as Tracy’s assistant.

The worker says, “I did not see myself in administration but Ms Tracy Hayes worked tirelessly to ensure I would be able to move on and have a rewarding working life. Tracy’s professional and empathetic approach often lifted my spirits.”

Tracy instructs new staff as part of their orientation in how to treat an injured worker – that is, with dignity, respect and support. Tracy personally visits all 19 Southern Cross Care sites, and trains all supervisors and managers, so that they have a good understanding of the injury management process. Claim kits are made available at all sites, and managers and supervisors are trained in their use.

“I regard Tracy as one of the most competent and highly professional case managers, with a high level of skill and knowledge in her field,” says Bozena Chambers, Principal of Injured Workers Rehabilitation Services. “The most outstanding of her characteristics is her pro-active approach, and her ability to problem solve and be fair and supportive towards injured workers at Southern Cross Care.”

Each award recipient will be announced at the awards ceremony on 14 September 2010 and will receive:

• a prize to the value of $3,000
• a trophy and certificate.

All winners will be profiled at WorkCoverSA's Annual Conference 2010 on 15 September 2010. Find out more now.

Following the award ceremony finalists and winners may be promoted through communications such as:

• press releases
• articles in Newslink or Injury Management Newslink
• the WorkCoverSA website
• case studies
• panel sessions
• other activities to support the Recovery and Return to Work Awards.