Strategic priority 3: Our services to injured workers

Strengthen how we deliver services to injured workers to improve their experience

We will enhance an injured worker’s experience with the scheme through a delivery model that further improves how we manage injured worker claims, including how we coordinate the highly tailored care that is required for injured workers with complex needs.

In 2021-22, work to strengthen our delivery model will include:

• managing the transition of agent CGU out of the Victorian WorkCover scheme, while remaining vigilant to the needs of those injured workers and employers impacted by the transition
• direct WorkSafe support of 500 long-term injured workers, ensuring the focus is on experience and outcomes
• assessing and developing an implementation plan to deliver the outcomes of the Independent Review into the management of complex claims
• commencing commercial arrangements to deliver ongoing support to injured workers (beyond July 2023)
• continue to deliver improved services for injured workers with complex needs, including the Victorian Ombudsman’s recommendations
• monitoring WorkSafe’s performance in delivering direct support to injured workers
• designing and implementing a contemporary client experience measurement process.

Strengthen the service we provide to injured workers to improve outcomes

We will improve outcomes for injured workers by redesigning our approach and processes, and by making the best use of technologies. This will mean more time to focus on what injured workers need to achieve their recovery and return to work goals. We will also strengthen the capability of our people to provide person-centred care.

In 2021-22, work in this area will include:

• developing the people capability framework to define our workforce of the future
• further maturity of a triage analytics model to better match services with injured worker needs, including those related to mental health
• reducing administrative tasks so that there is more time to support injured workers to recover
• providing injured workers and employers with the option to access a portal to lodge and track their claims
• further automation of payment channels for medical and treatment providers to make the process easier and more efficient
• extending online lodgement systems to litigation documents other than common law documents.

Support high quality and consistent decisions

An injured worker’s recovery and return to work is a team effort, requiring expert input from internal and external decision makers. With the injured worker at the centre, high quality, consistent and sustainable decisions will ensure the delivery of quality outcomes.

In 2021-22, work to ensure high quality and consistent decisions will include:

• a guiding strategy and capability support for quality decision making by WorkSafe, WorkSafe’s agents and self insurers
• robust quality assurance audits and investigations
• ensuring common law entitlements are delivered fairly, equitably and cost effectively.

Strengthen regulatory oversight

We will continue to do everything we can to improve the service provided to injured workers so that whenever possible they can recover and return to safe and sustainable work. For injured workers with complex needs, ‘quality of life’ will be part of the recovery journey.

In 2021-22, work to strengthen regulatory oversight will include:

• supporting self-insurers to employ best practice in safety and return to work
• further improving the centralised complaints management service, which provides a single point of contact for all complaints about the claims process, including agent decisions and independent medical examinations
• improving dispute resolution processes so they are fair, timely and reasonably priced
• continuous improvement of WorkSafe’s investigative and audit framework.

Measuring our performance

We strive for excellence in our service to injured workers. In 2021-22, our approach to measuring service will continue to focus on the experience of injured workers.

We will strengthen the service provided to injured workers with complex needs, with a focus on helping them achieve their recovery and return to work goals.

We will also closely monitor the decisions being made, ensuring high quality, consistent and sustainable outcomes.