23 February 2016Liv Hewitt & Natalie Schultz
Successful Change
Management and
Harnessing Supervisor
Involvement in the
Rehabilitation Process
Liv Hewitt & Natalie Schultz
23 February 2016Liv Hewitt & Natalie Schultz 2
Overview
- Virgin Australia’s injury management process
- Roles and responsibilities of key stakeholders
- Strategies for engagement and improving RTW outcomes
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Virgin Australia
- 2000 entered the market with two aircraft, one route and 200 team members
- 2016 carried 22.3 million guests, 9400 team members and a full service airline
- Virgin Vision
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23 February 2016Liv Hewitt & Natalie Schultz
VA Injury Management Process- Our people are our key differentiator in the market
- Our vision is to support and develop our people to their best
- We invest in our people
- Our people are our greatest assets
- Our workers’ compensation approach is relaxed, supportive, up front and
transparent
- We talk in positive terms
- Senior management is committed to treating team members with dignity and
respect
- Team members to have ownership of their injury management
- Return to Work (RTW) processes are simple and part of the normal working
processes
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23 February 2016Liv Hewitt & Natalie Schultz
Roles and Responsibilities of Key Stakeholders
Managers / Supervisors
- Managers and Supervisors are all trained Return to
Work Coordinators (RTWC)
- More than 100 RTWC’s across the VA network
- The Manager, Supervisor and Team Member own the RTW process
- Additional training is provided to our Leaders
- RTW process starts straight away, no delay
VA Care
- Initial medical response following a workplace injury or illness
- Team members call a hotline
- Provides access to immediate reporting, medical advice and treatment via
27/4 worldwide hotline
- Answered by a experienced Injury Management Advisor
- VA Care doctor may provide recommendations for treatment and RTW or an
appointment can be made with a external treatment or medical provider
- VA Care works with the Team Member, leader and medical practitioner to
assist with recovery and safe RTW
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Workers Compensation Packs
- Leaders provide to Team Members
- Support and encourage Team Members to submit
claims
- Hard copy or electronic
- Claim forms, VA medical release authority,
contact details, policies, Employee Assistance
Program details and checklist
- Simple layout and transparent
- Early support to Team Members from Leaders
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Preferred Providers
- Visited the workplace for a famil
- Importance of good relationships
- Understanding of our business, roles
and suitable duties available
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Onsite Physio
- Onsite physio at all mainline ports and Head Office
- Treat work and non work related injuries
- Treatment and occupational rehabilitation services
- Resulted in reduction of claims and claims cost
- Very close working relationship
- Engagement and morale
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The Agent
- Close working relationship
- Understanding of each others’ business
- Regular formal and informal catch ups
- Decisions are kept separate
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23 February 2016Liv Hewitt & Natalie Schultz
VA Workers Compensation Team
- Support the business and Leaders so that they
can effectively manage their team members
return to work
- Policies reviewed regularly to comply with
legislation and best practice
- Aligned with WHS
- Same support for work and non work related
injuries
- Committed to achieving the best outcomes
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Strategies for Engagement and Improving Return to Work Outcomes
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Facilitate a Safety Reporting Culture
- Allow easy access to policies and procedures by all levels of the business
- Clearly communicate contents of policies and procedures
- Define requirements for safety, injury and illness reporting
- Ensure compliance with reporting procedures
- Adequate follow-up of safety incidents, seen by those whom are reporting
- Encourage access to workers’ compensation schemes
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Use Effective Tools and Resources
Encourage access to:
- Suitable duties registers
- Intranet
- Employee Assistance
Program (EAP)
- Workers’ compensation toolkit for Managers
- Onsite physiotherapy service
- Occupational rehabilitation providers for complex cases
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23 February 2016Liv Hewitt & Natalie Schultz
Practice Early Intervention
- Call the team member within 24 hours of a work-related injury/illness
occurring
- Ensure immediate involvement in appropriate medical review and treatment
- Confirm understanding of process and roles of key stakeholders
- Understand the benefits of an early return to work, and facilitate prompt
discussions about returning
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23 February 2016Liv Hewitt & Natalie Schultz
Practice Early Intervention cont.
- Send correspondence to Treating Practitioners for initial consultations
regarding options available for suitable duties, including a pre-emptive
Return to Work Plan
- Medical case conferencing (if necessary and appropriate)
- Follow-up with the team member following initial medical consultations to
facilitate recommendations
- Meet with the team members on their first day at work following injury/illness
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23 February 2016Liv Hewitt & Natalie Schultz
Focus on Capacity
- Focus on the workers’ functional capacity rather than restrictions (capacity
VS incapacity, ability VS disability)
- What do we need to do to allow the worker to return to work?
- Highlight to Treating Practitioners what is functionally required for the
worker to complete their pre-injury role
- Target treatment programs to functional requirements
- Consider offering suitable duties for non-work-related injuries/illnesses also
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Maintain Positive Relationships
- Promote your role
- Be hands on
- Know the team member / supervisors and
understand their roles in the business
- Talk their language
- Be open and transparent
- Don’t underestimate the power of
face-to-face interaction
- Meet with key stakeholders regularly
- Allow the worker to have a voice and be heard
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Ensure Higher-Level Management Commitment
- Complete monthly case reviews with higher-level management
- Be available for when suits them (time available)
- Speak their language – prepare for discussions regarding premiums, claims
costs and lost time
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Apply Best Practice
- Keep your own knowledge and skills up-to-date
- Encourage feedback
- Trial different approaches