icare Disability Inclusion Action Plan...2015-2018 Department of Finance, Services and Innovation (DFSI) Disability Inclusion Action Plan. icar disability inclusion action plan 8 As

icare disability inclusion action plan | 1

disability inclusion action plan

1 January 2017 - 30 June 2019

If you need help accessing any content in this document please email [email protected].


Gavin Bell

Board Director

Chair, People & Remuneration Committee

Vivek Bhatia

CEO & Managing Director

At icare our purpose is to protect, insure and care for the people, businesses and assets that make NSW great. Almost one in five people in NSW live with disability and embedding a culture of disability inclusion is vital to ensure that we support our people and customers.

We are proud to say that we play an important role in supporting people with disability in NSW through our insurance and care services and we are firmly committed to improving their lives, as well as the lives of their families and carers. We aim to do this by providing world-class services that empower people to have choice and control in identifying their goals and the kind of support they need to achieve their potential.

We are also committed to creating an inclusive workplace that reflects the community we serve and this Plan sets out the important steps for us to recruit, encourage and support our people with disability as well as provide them with what they need to succeed.

icare was formed in September 2015 and this is our first Disability Inclusion Action Plan. It underpins the work already taking place across icare and highlights areas where we want to focus our attention. The Plan has been developed across four strategic areas that underpin icare’s broader Inclusion and Diversity Strategy:

1. Partnerships and networks – establishing partnerships and networks that promote and support inclusion and diversity

2. Employment and Culture – building and supporting an inclusive and diverse workplace culture that recognises and celebrates diversity for our people and customers

3. Values based leadership – applying icare’s organisational values of integrity, courage, accountability, respect and empathy to inclusion and diversity outcomes

4. Accessible technology, information and premises – minimising the barriers for people interacting with us.

The Plan has been developed in consultation with people with disability including our people, government agencies, community organisations and third party experts. This collaboration has provided us with excellent insight and provided a clear direction for our work.

There has been significant progress in NSW on disability inclusion recently with the introduction of the NSW Disability Inclusion Act, the National Disability Insurance Scheme and the NSW Disability Inclusion Plan. Our goal is to support this agenda and take a leadership role in disability inclusion. By doing this we believe that we will soon see the benefits it will bring for our people, customers and the wider community.

foreword


About icare

icare was created in September 2015 and brought together a number of NSW Government agencies to deliver insurance and care services for the NSW community across five schemes:

• Dust Diseases Care

• Home Building Compensation Fund

• Lifetime Care and Support

• Self Insurance

• Workers Insurance.

Each scheme is outlined in further detail at appendix a.

Our customers

At icare we have a diverse customer base and relationships with icare can range from brief to lifelong. Our customers include:

• Policy holders – icare provides workers insurance to 272,000 NSW employers covering 3.1 million workers

• NSW Government – icare provides insurance to NSW Government agencies and their current and former employees, as well as for many of NSW’s assets

• Home owners – icare offers last resort cover to homeowners who have contracted building works worth more than $20,000 where contractors are unable to honour commitments

• Injured workers – icare provides care, rehabilitation and return to work support to people injured at work in NSW

• Care participants – icare provides long-term care and support to more than 5,000 people and their families through our Lifetime Care and Dust Diseases Care schemes.

Our people

icare was created in September 2015, bringing together a number of NSW Government agencies. Between September and October 2015, 441 people were transferred to icare from the Department of Finance, Services and Innovation, the Self Insurance Corporation and Safety, Return to Work and Support. Since then we have recruited new people from a wide range of backgrounds. icare now has approximately 880 people located in Sydney, Gosford, Parramatta and Newcastle.

who is icare?


To change the way people think about insurance and care

by providing world-class services

to people, businesses and communities.

integrity courage

accountability respect

empathy

We protect, insure and care for the

people, businesses and assets that

make NSW great.

vision

values

purpose

dna

*be there

How we work

At icare our work is driven by our vision, purpose, values and organisational DNA. More detail about our values is available at appendix b.


In representing these principles, our people’s behaviours demonstrate icare’s values.

We challenge accepted ways of doing things and encourage and support our people to generate ideas and try new things.

We are flexible and responsive to new and different perspectives and needs.

Inclusion is good for our customers and the community. We believe that a culture of inclusion and diversity of thought will lead to great things for our customers.

Inclusion is part of who we are. We do however recognise the importance of our people and customers’ diversity. We are open and curious to people’s ideas and encourage diversity of thought. We work together to achieve icare’s outcomes for customers.

Inclusion is everyone’s business. Our people and customers feel they are valued and respected. Our people feel that they belong and make meaningful contributions to delivering great outcomes and experience to customers.

Inclusion does not single out specific groups, rather focuses on inclusive outcomes for all of icare’s customers and people. This does not ignore, however, that some groups do require different and tailored support to be successful members of the community and icare team

Our inclusion and diversity principles

icare’s approach to the development of this Disability Inclusion Action Plan is based on our inclusion and diversity principles. Inclusion refers to proactive behaviours and actions that make every individual feel welcome and connected within icare and the community. Our principles are:

our approach to inclusion and diversity


People Statement:creating a great place to work to achieve great things for our customers

all inclusion and diversity work is informed by the icare vision, purpose, values and organisational DNA

Disability Inclusion Action Plan

Strategic Pillar 4accessible

technology, information and

premises

Strategic Pillar 3values based

leadership

Strategic Pillar 2employment and culture

Strategic Pillar 1partnerships and networks

icare Inclusion and Diversity Strategy

Alignment with our Inclusion and Diversity Strategy

The Disability Inclusion Action Plan has been developed in line with our Inclusion and Diversity Strategy, which sets the overall strategic framework for inclusion and diversity at icare. The strategic pillars outlined in this Plan are drawn from the Strategy. The development and implementation of the Disability Inclusion Action Plan is also a key deliverable under the Strategy.


Focused on outcomes

The Disability Inclusion Action Plan is focused on delivering real outcomes and benefits for our people and customers with disability. The Plan commits us to work toward and achieve a set of outcomes, which will be achieved through embedding changes to business as usual practices.

The Plan is not intended to be a long list of actions that creates a separate stream of work across the organisation. The outcomes in the Plan will be supported through a detailed work program. The work program will focus on how to embed the changes into business as usual practice. This will ensure lasting change across the organisation and ensure that the benefits are not lost once the Plan evolves.

Review of existing activities

In July 2016 icare undertook a review of the work being done to support the existing 2015-2018 Department of Finance, Services and Innovation (DFSI) Disability Inclusion Action Plan.


As the Plan had been developed for our legacy organisation and the whole of the DFSI cluster, and was developed close to the time the organisation was undergoing its separation, the existing Plan only had limited relevance to the work and operations of icare. Feedback also pointed to people seeing the work outlined under the existing Plan as burdensome and not a part of their ‘core business’, which has informed our outcomes based approach.

Despite the challenges in working toward a Plan that was largely no longer relevant to icare the review found that icare had promoted disability inclusion across areas of its operations including:

• All new icare premises being accessible for all customers and people

• Enhancing mental health awareness through the promotion of resources, events and programs such as R U OK day

• Launching the Back on Track pilot program, a world-first mentoring program that engages Australian Paralympic Committee athletes to provide mentoring for seriously injured young people to assist them on their recovery journey

• Information on the new icare website having basic accessibility features such as tagged PDFs and captioned videos.

Creating value and good business outcomes

icare recognises that not only is embracing inclusion and diversity the right thing to do but it also makes good business sense. A diverse workforce, including people with disability, creates an organisation with people that think and approach problems differently and are willing to challenge the status quo. This delivers value to our people, customers and the wider NSW community.

The icare transformation

icare was formed in September 2015 and is undergoing a large transformation program, which is outlined at appendix c. In line with icare’s transformation journey, the first Disability Inclusion Action Plan will build a foundation and understanding of disability inclusion across the organisation as well as redesign processes to deliver outcomes that put people at the centre.

At the conclusion of the first Disability Inclusion Action Plan icare will have embedded a culture of inclusion for people with disability and ensure that we understand, respect and respond to their needs. Future Disability Inclusion Action Plans will look to build on this success and aim toward best-in-class services and programs that support our people and customers with disability.

The Disability Inclusion Action Plan has been developed within a broad policy and legislative context.

current state and opportunities


In 2008 the Australian Government ratified the UN Convention on the Rights of Persons with Disabilities (UNCRPD), which signalled a commitment by all levels of government to eradicate obstacles faced by people with disability. In 2010 the National Disability Strategy was launched, which set out a 10 year national plan for implementing the obligations under the UNCRPD.

These commitments have driven a reform agenda to shift attitudes across governments and communities to move beyond charity and take a rights-based approach to people with disability accessing all aspects of society.

In NSW this resulted in the Disability Inclusion Act 2014 (the Act) and the Disability Inclusion Regulation 2014, which commenced on 3 December 2014, replacing the Disability Services Act 1993. The Act:

• Makes it clear that people with disability have the same human rights as other people

• Promotes the inclusion of people with disability by requiring government departments and local councils to engage in disability inclusion action planning

• Supports people with disability to exercise choice and control through individualised funding wherever possible

• Provides safeguards for people accessing NSW funded disability supports and services, including new employment screening requirements and the need for disability accommodation providers to report abuse or neglect of people with disability to the Ombudsman.

Under the Act the NSW Government must develop a four-year NSW Disability Inclusion Plan to guide how the NSW Government will work towards the inclusion in the community of people with disability and how it will improve access to mainstream services and community facilities.

The Act also requires NSW Government entities, local councils and some other public authorities to develop and implement a Disability Inclusion Action Plan. Each Plan must be consistent with and include actions across the four key focus areas outlined in the NSW Disability Inclusion Plan, the focus areas are:

• Developing positive community attitudes and behaviours

• Creating liveable communities

• Supporting access to meaningful employment

• Improving access to mainstream services through better systems and processes.

In developing and reviewing their Plans, public authorities are also required to consult with people with disability.

policy and legislative context


Outcome Benefit Success measure WhenNSW Disability

Strategy alignment1. A partnership is established with a disability organisation to assist icare become an inclusive organisation

The partnership offers programs and training opportunities in disability inclusion for our people

Partnership established

Training provided

June 2017 Community attitudes and behaviours

2. A partnership is established with a disability organisation to promote disability inclusion in the wider community

The partnership offers programs for icare to better engage with customers and the community and promote disability inclusion

Partnership established June 2017 Community attitudes and behaviours

3. A partnership is established with a supported employment agency to identify and recruit people to work for icare through a supported employment arrangement

icare builds a diverse workplace that includes people with disabilities in supported employment

A relationship is established with at least one supported employment agency and positions identified

Three people are successfully employed with icare through supported employment arrangements

December 2017

December 2018

Employment

4. An internal network is established to raise issues and improve icare’s responsiveness to the needs of people with disability

Foster a culture of continual improvement

Network established June 2017 Community attitudes and behaviours

Summary

We aim to establish internal and external partnerships as well as networks that promote and support inclusion and diversity. We will develop partnerships with leading organisations that provide programs and resources that contribute to building a world-class inclusive culture. We will leverage employee networks to deliver programs and support inclusion in the workplace and in communities.

Goals:

• We build networks and partnerships that drive outcomes for icare’s people and customers.

• Our partnerships and networks support disability inclusion in the workplace and in communities.

strategic pillar one: partnerships and networks



Strategy alignment5. Disability data is collected for all icare customers in our care services

Understand our customers, monitor trends and enable the delivery of programs that are responsive to the needs of people with disability

Data is collected across our care services and adheres to necessary privacy requirements

June 2019 Systems and processes

6. Disability statistics are collected about the icare workforce

Understand our people, monitor trends and enable the development of programs which are responsive to the needs of people with disability

Data is collected and adheres to necessary privacy requirements


7. Job advertisements are worded to encourage applications from people with a disability

People with disability apply for positions with icare leading to a diverse workforce

All job advertisements include a statement encouraging people with disability to apply

June 2017 Employment

8. All employees that require a workplace adjustment receive it

People can work effectively and their needs are accounted for

Each request for workplace adjustment has been actioned/decided within 10 days

December 2017

Employment

9. Flexible working arrangements are in place for staff with disabilities that require them

People can work effectively and their needs are accounted for

Flexible working arrangements for people with disability is considered as a part of the reasonable adjustment process

December 2017

Employment

10. We celebrate events that promote disability inclusion

Create a culture that values and promotes disability inclusion

Two events held per year June 2017 Liveable communities

Summary

We aim to build and support an inclusive and diverse culture that recognises and celebrates diversity for both our people and customers. We will understand who our people and customers are and their unique needs and design programs and services that meet them. We will support inclusive employment and respond to remove any barriers.

Goals:

• We understand who our customers and people are.

• We have a welcoming and inclusive culture for our people and customers.

strategic pillar two: employment and culture



Strategy alignment11. People working directly with people with disability are given access to training about how to support people with disability

People gain skills in supporting people with disability

A training package is sourced and made available

December 2017

Employment

12. Principles of accessibility are included in contracts with scheme agents, claim agents and other major partners

Our partners are living our values and the customer experience is positively impacted

Principles included in identified contracts and agreements

December 2018

Community attitudes and behaviours

13. Information on disability inclusion is included during induction

We create a disability confident organisation that values inclusion

Section included in icare induction


14. We have an executive sponsor for inclusion and diversity, including disability inclusion

Disability inclusion has a voice within the executive and can advocate and raise issues when required

Executive sponsor nominated and performing the role


15. Planning within our care services uses a person centred approach

Better outcomes for people within our care services

Person-centred planning is implemented across all care services


Summary

We will apply our organisational values of integrity, courage, accountability, respect and empathy to drive inclusive and diversity outcomes for our people and customers. We will do this through building capability of our people and putting the customer at the centre of everything we do.

Goals:

• We demonstrate our organisational values of integrity, courage, accountability, respect and empathy to people with disability.

• We demonstrate our commitment to accessibility and inclusion of people with disability.

strategic pillar three: values based leadership



Strategy alignment16. Key materials are available to icare customers in accessible formats

People with disability can access key icare information without any barriers

Identified information is available in Easy English, AUSLAN and audio formats. icare also has the ability to develop materials in braille where necessary

December 2018

Systems and processes

17. The icare website and intranet is built to the best practice accessibility standards

People with disability can access and navigate our website and intranet without barriers

Website and intranet complies with the AA standard of the Web Content Accessibility Guidelines by the World Wide Web Consortium

December 2017

Systems and processes

18. Our new digital platforms are built with accessibility features

Customers with a disability can use and interact with us online without barriers

All customer facing digital platforms include accessibility features


19. The National Relay Service is available for our customers

Customers with hearing or speech impairment can interact with icare over the phone

The National Relay Service is available across all customers contact points and relevant staff are trained


20. All icare offices, events and training venues are accessible for all people and customers

People and customers with disability can visit our offices and attend events without access problems

Offices are fully accessible

Protocols are in place to asses training and event venues

June 2018

December 2017

Liveable Communities

21. External communications materials include depictions of people with disability

Our materials represent the community we serve and our customer base

Audit of materials shows a diverse representation of people including people with disability

June 2017/Ongoing

Community attitudes and behaviours

Summary

We will minimise the barriers for people interacting with us. We will work to remove any technological, physical and behavioural barrier that may prevent a successful career or customer engagement. We will also ensure we develop accessible information and communications for our customers and people.

Goals:

• Our information and communication is inclusive, accessible and convenient.

• There are no barriers for our people and customers when interacting with us.

strategic pillar four: accessible technology, information and premises


When developing our Disability Inclusion Action Plan, we:

• Conducted co-design workshops with icare colleagues from across all areas of our business, including people with disability. These workshops were key to the design and content of this Plan

• Invited disability sector peak bodies to review and provide feedback on our Plan, including the Australian Network on Disability

• Held meetings with the icare Inclusion and Diversity Working Group and sought their regular feedback

• Sought internal and external expertise and held a series of one-on-one meetings with disability experts

• Fed all information that was gathered throughout the consultation period into the development of the Plan.

The Group Executive approved the Plan on 16 December 2016.

The Disability Inclusion Action Plan is not a stand-alone document. Supporting work plans ensure the outcomes in this Plan are met. These are dynamic and reviewed regularly to ensure that we are meeting our outcomes.

consultation

The Disability Inclusion Action Plan has been lodged with the NSW Disability Council and published on the icare and the NSW Disability Council website.

The implementation of the Plan is being overseen by the Executive Sponsor for Inclusion and Diversity, with quarterly reports presented to the Group Leadership Team. A report on the implementation of the Disability Inclusion Action Plan will also be included in icare’s Annual Report.

We have developed this Plan by consulting with a wide range of people, including people with disability to ensure we know its implementation will deliver real outcomes for our people and customers with disability.

governance and reporting


icare dust diseases care

Dust Diseases Care provides compensation payments and helps arrange healthcare for people with a work related dust disease and their dependents. Healthcare services include nursing and personal care, help around the home, mobility aids and oxygen supplies.

A specialist Dust Diseases Board approves grants from the Dust Diseases Fund for research into dust diseases.

In 2015/16 over 4,000 people received services with $91.1 million paid in benefits.

icare hbcf

The Home Building Compensation Fund (HBCF) provides a safety net for homeowners who have contracted building works where contractors are unable to honour commitments.

HBCF insurance is generally required by builders and contractors for all residential construction projects over $20,000.

In 2015/16 the scheme insured $14.6 billion in residential projects.

icare lifetime care

Lifetime Care provides person-centred treatment, rehabilitation and care for people severely injured in motor accidents in NSW, regardless of who was at fault in the accident.

Injuries include spinal cord injury, moderate to severe brain injury, multiple amputations, severe burns or permanent blindness.

Currently there are approximately 1,100 participants. Brain injury is the most common injury.

appendix a: icare’s service lines


icare self insurance

Self Insurance manages the following schemes on behalf of NSW Government agencies and their current and former employees:

• Treasury Managed Fund

• Emergency and rescue workers workers’ compensation fund

• Construction Risk Insurance Fund.

An asset base of $7.7 billion supports insurance for workers compensation, general property and liability.

icare workers insurance

Workers Insurance is the single largest workers compensation insurer in NSW providing workers compensation insurance to any NSW employer. Five contracted scheme agents manage claims for injured workers and provide policies to employers on its behalf.

Workers insurance also provides sporting participants with insurance against serious injuries and death under icare sporting injuries. All NSW primary and secondary school children have automatic free insurance while participating in school authorised sports.


is listening,understanding

and being there

empathy

is valuingeach other

respect

is takingpersonal

ownership

accountability

is steppingup and taking

action

courage

is doing theright thing

integrity

appendix b: icare values


Building a foundation and understanding our customers

Re-designing and innovating processes to put customers at the centre of everything we do

Redefining best-in-class insurance and care for our customers

Year 1 (2017) Year 2 (2018) Year 3 (2019)

• Create a strong leadership team

• Attract and retain top talent

• Cultural change

• Understand our customers better

• Build presence through direct channels and Service NSW

• Care delivery service line integration

• icare proposition development across the value chain

• Community voice

• Embed the new culture

• Leadership development

• Uplift customer experience

• Digitised customer experience

• Care delivery centres of excellence

• Greater control and ownership over the end to end customer experience

• Customers dealing with icare “when they want, how they want” through omni-channel customer focused processes

• Innovation in the delivery care

• All insurance and care on a consistent platform

• Digitised partner experience

• Operational efficiency

• Innovation and improved offers

• Enhance the management and understanding of risk for our customers and communities

• Culture of continuous improvement

I know who icare is and what they

stand for

icare understands me, I feel valued and respected

My insurance and care needs are met pro-actively

and I feel secure and supported

How this will feel different for customers

appendix c: icare’s transformation journey roadmap

Documents

icare Disability Inclusion Action Plan...2015-2018 Department of Finance, Services and Innovation (DFSI) Disability Inclusion Action Plan. icar disability inclusion action plan 8 As