Shifting the focus to return to workAn update and overview of the SA Return to Work scheme
We will cover ….
• Where we were
• Where we are now
• The importance of service
• What is ahead
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Where we were
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Workers
• Poor return to work outcomes
• Bureaucratic approach
Employers
• High premiums
• Workers not getting back to work
Providers
• Bureaucratic
• Saw that we had little personal knowledge of individual workers
Government
• Saw that everyone was dissatisfied
In the words of our Minister
“The scheme was buggered”
• Improving return to work rates
• A real focus on recovery and durable return to work
• Lower costs for employers
• Quicker and less disputation
• Fully funded with a small surplus
• Increasing satisfaction with the scheme
Where we are now
5But … there is still a long way to go
To provide evidence of the improvements we are seeing - lower costs for employers
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$180m lower
premium
costs for
employers in
South
Australia each
year
Less complaints
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Complaints received by ReturnToWorkSA’s Service Improvement Unit and claims agents
Source: ReturnToWorkSA data, 20 January 2017
Satisfaction
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Return to work
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The importance of service
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If you think about service when we were in the old scheme
Old Scheme
Affordability Too expensive – not value for money
Desirability Nobody liked it – bureaucratic, arms
length service
Durability Was always under review
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Now in the Return to Work Scheme
Return to Work Scheme
Affordability Cheaper by 30% – better value for money
Desirability Person centred, face to face service
Durability Got a chance at durability
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Affordability + Desirability = Durability
We are taking service seriously
• LMS – principle based approach
• Behavioural principles
• Service principles
• Technical principles
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And … we continue to evolve
Our behavioural principles ….
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Example of service principles
• Build trust and understanding
• Understand needs and risks
• Personalised service – face to face when possible and showing you know the customer
• Review and improve to keep on track
• Coach and facilitate so everyone participates
• Work constructively with treating practitioners and specialists
• Be a decision maker (not an abdicator)
• Look after your own work health and safety
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Example of technical principles
• Understand and apply the legislative framework and relevant precedent
• Understand and apply RTWSA policy positions
• Have the right level of investigation and documentation/evidence at the right time
• Ensure completeness and accuracy of key decisions and records in the system
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How service plays out
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We believe service is critical to the durability of the Return to Work Scheme
What is ahead
• Continuing to embed and evolve service approach
• Transition
• Disputes and possible precedents
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Be alert
Questions?