i

Annual Report 2014

in Personal

ManageMentINJURYCaReeRs

pief.com.au

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ContentsChairman’s report 2

Executive Director’s report 3

International Forum on Disability Management 2014 4

2014 Excellence in Personal Injury Management Awards 6

Careers in Personal Injury Management website 8

Personal Injury Management Course Guide 8

Vocational programs 9

Postgraduate programs 10

Other 2014 events 12

Board of directors 14

Resigning directors 14

Member organisations 15

PIEF team 16

Contact details 17

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Chairman’s ReportWelcome to PIEF’s 2014 Annual Report. As advised in last year’s report, PIEF was awarded Registered Training Organisation (RTO) status by the Australian Skills Quality Authority (ASQA) which was a great achievement and milestone for us. As a result of this, 2014 was a year of consolidation as we bedded down our new RTO business and commenced providing business to business RTO services for many of our member organisations.

A major achievement for PIEF in 2014 was the successful hosting of the International Forum on Disability Management (IFDM) in Melbourne. The feedback from the event was overwhelmingly positive and from my own experience and the conversations that I held with many different people from across the globe, everyone appeared to enjoy the events, discussions, workshops, abstract and plenary sessions that made up this truly international and memorable event.

PIEF is now coming to the end of its current five year strategic plan, which has generally been very successful and as we look to develop our new strategic plan, I look forward to PIEF continuing to grow and to develop as the pre-eminent personal injury educational organisation in Australia.

On behalf of the Board, I would like to thank Nathan Clarke for his strong leadership that he has continued to show throughout the year and I would also like to thank the PIEF team for the excellent work and the passion and commitment that they always bring to their roles.

Mr Chris LathamChairman, PIEF

Executive Director’s Report

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PIEF’s mission is a very noble one: ‘To promote and enhance the attractiveness and reputation of the personal injury management profession through:• providing quality education• facilitating ongoing professional development opportunities• recognising excellence.’

In 2014 I believe that we made great strides in achieving this mission as we:• continued to deliver, expand and improve upon the personal injury management

postgraduate program with our new provider, Griffith University• delivered and awarded three personal injury management nationally recognised vocational

qualifications (now as an RTO)• in conjunction with AP Psychology & Consulting Services delivered Motivational Interactions

workshops across Australia• established a series of specialist workshops in Sydney, aligned to the Diploma of Personal

Injury Management qualification• launched the Careers in Personal Injury Management website• managed the 2014 Excellence in Personal Injury Management Awards• hosted the IFDM 2014.

Undoubtedly the highlight of the year for PIEF and for me personally was the hosting of IFDM 2014 in Melbourne. Organising an event like this is years in the making and required the resources of all the PIEF team and many volunteers from across our member organisations, which was greatly appreciated.

I trust you enjoy reading our 2014 Annual Report.

Nathan ClarkeExecutive Director, PIEF / Chief Executive Officer, PIEF RTO Services

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IFDM 2014The International Forum on Disability Management (IFDM) is a catalyst for addressing issues of disability on a world stage. This year the IFDM 2014 was organised by PIEF and supported by Transport Accident Commission (TAC) and WorkSafe Victoria and was held in the Grand Hyatt Melbourne from the 16-19 November 2014, the second time this global conference has come to Australia.

IFDM 2014 included 70 abstract sessions with presenters from across the globe; five in-depth industry workshops, three networking events and the 2014 Excellence in Personal Injury Management Awards, which provided Australian and international delegates with a comprehensive insight into the current state of disability management across the globe.

The IFDM 2014 was the largest conference ever organised by PIEF with over 460 delegates attending from 18 countries including: United Kingdom, Malaysia, Canada, Botswana, Belgium, Sweden, France, China, Thailand, Germany, USA and Indonesia.

The opening keynote address was presented by Tom Shakespeare from the United Kingdom who spoke on the following, insightful topic ‘Work for those who can, support for those who can’t: the difference that disability makes’ . Mr. Hans-Horst Konkolewsky, the Secretary General of the International Social Security Association (ISSA) from Switzerland spoke on the new International Return to Work Guidelines and Dr Joachim Breuer, Director General, German Social Accident Insurance (DGUV) addressed the audience on ‘Disability Management: between global thinking and local acting.’

The 4th Australasian Compensation Health Research Forum (ACHRF) 2014 was held on the 19 November 2014 and was a key part of the IFDM 2014 agenda. The ACHRF focused on “The influence of mental health and psychosocial factors on recovery outcomes”. Senior Psychology Advisor Renée-Louise Franche, WorkSafe BC, Canada and Associate Professor Meaghan O’Donnell, University of Melbourne provided the ACHRF 2014 keynote addresses.

IFDM 2014 was also sadly one of the last speaking engagements for Stella Young. Stella participated in panel sessions and also assisted in opening the conference by speaking on the topic ‘I’m not your inspiration, thank you very much’. Stella sadly passed away on December 6 2014. Stella, despite her topic, was actually a great inspiration to many and a strong and passionate promoter of inclusivity.

It was the vision of PIEF and the National Organising Committee to inform, educate, entertain, and provide a networking forum for all delegates. Participants left the conference equipped with plenty of new ideas and contacts, with many promising to attend the IFDM 2016 in Malaysia. The evaluation results for the overall conference were also exceptional and continue the strong support for PIEF-organised conferences that we have achieved in the past, as can be noted in the following table:

Survey questions IFDM 2014PIEF 2012

conference

Overall, how satisfied were you with the conference? 94% 94%

Overall, how satisfied were you with the conference facilities? 99% 98%

Overall, how satisfied were you with the speakers / presenters? 91% 93%

The conference was well organised 100% 99%

Did you find the conference relevant to you/your organisation’s needs? 100% 99%

Would you recommend this conference to others? Yes = 83% Yes = 84%

fdmINTERNATIONAL FORUM ONDISABILITY MANAGEMENT

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2014 Excellence in Personal Injury Management AwardsPIEF has conducted the Excellence in Personal Injury Management Awards since 2008. The purpose of these awards is to celebrate and showcase the Australian personal injury industry’s many outstanding achievements and to acknowledge its importance in the broader community.

This year the 2014 awards were held as part of IFDM 2014 and the Master of Ceremonies was Julian Burton OAM, a Bali Bombings survivor.

There were seven categories in the 2014 awards, which attracted over 50 nominations from across the Australian personal injury industry. Held at the Grand Hyatt Melbourne on Tuesday 18 November 2014, the winners of the 2014 Excellence in Personal Injury Awards were announced:• ExcellenceinReturntoWork/ReturntoCommunityAward

Gwen McKay, Senior Case Manager, Allianz AustraliaAward sponsored by Xchanging Australia

• ExcellenceinCustomerServiceKellie Salmon, Technical Manager, Allianz AustraliaAward sponsored by WorkSafe Victoria

• ExcellenceinCaseandInjuryManagementCarly Webster, Strategic Injury Management Advisor, Allianz AustraliaAward sponsored by e-Reports

• ExcellenceinCaseandInjuryManagement(SeriousInjury)Ros Savage, Technical Advisor, SuncorpAward sponsored by Turks Legal

• InnovationinPersonalInjuryManagementHealth Benefits of Safe Work Team (TAC and WorkSafe Victoria)Award Sponsored by WorkCoverSA

• OutstandingContributionbyanIndividualJeanette Kinahan, Director, Work Health SystemsAward jointly sponsored by the Heads of Workers’ Compensation Authorities (HWCA) and the Heads of Compulsory Third Party Authorities (HCTP)

• StudentExcellenceAwardMorag Fitzsimons, Director, WCD SolutionsAward sponsored by Griffith Business School

PIEF would again like to congratulate the 2014 Excellence in Personal Injury Management Awards finalists and winners and as MC Julian Burton aptly said during the awards ceremony:

“We’reheretonighttocelebratethosewhohavegoneaboveandbeyondthecallofduty.Eachofthefinalistshasshowndedication,passion,creativityandvisioninachievingsuccess.Manyofyouhavehelpedtheinjuredreturntoworkandmanyofyouhavefoundwaystoimprovethewaywedoourjobs.They’rethethingsthatdrivepositivechangeinourindustry.You’reacredittoyourorganisationsandaninspirationtotherestofus.”

PIEF would like to thank Moray & Agnew Lawyers who were this year’s diamond sponsors and hosted the 2014 Excellence in Personal Injury Management awards dinner. We would also like to thank the sponsors of the individual awards (who are mentioned above).

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Clockwise from top left:

Master of Ceremonies, Julian Burn OAM

The Health Benefits of Safe Work Team with Michael Francis, WorkCoverSA (far left)

Kellie Salmon with Denise Cosgrove, WorkSafe Victoria

Morag Fitzsimons with Leauarne Adams, Griffith University

Ros Savage with John Hick, Turks Legal

Jeanette Kinahan (middle) with Peter Roche, representing the HCTP and Denise Cosgrove representing the HWCA.

Carly Webster with Chris Argyle, eReports

Gwen McKay with Mun-Leng Koh, Xchanging Australia

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Careers in Personal Injury ManagementIn 2014 PIEF launched the Careers in Personal Injury Management website (careersinpim.com.au). The website is designed to provide those who may be considering a career in personal injury management with further information on our industry and includes details on:• the various roles types and possible career pathways available• the benefits of working in the personal injury industry• the potential training opportunities available• what it is like to work in the industry• what is workers’ compensation and motor accident insurance• what are arrangements for personal injury insurance in each jurisdiction.

In late 2014, PIEF added two new short videos to the site:• What do you love about working in the industry?• What do you love about your role in the industry?

These videos were taken during the finalist filming of the 2014 Excellence in Personal Injury Management Awards. Every response from each finalist is truly inspiring, uplifting and entertaining and PIEF would like to encourage you to view the videos.

Since its launch, the Careers in Personal Injury Management website has had nearly 2,000 unique visitors and over 50,000 hits.

Personal Injury Management Course GuideIn 2014, PIEF launched our first ever Personal Injury Management Course Guide was possible because for the first time PIEF was able to offer a complete pathway of personal injury management qualifications from entry level vocational qualifications, right through to postgraduate qualifications.

The Course Guide provides an overview of all three vocational qualifications, our two postgraduate qualifications, our learning management system and our ability as a Registered Training Organisation to provide specialist industry customisation for personal injury organisations. To download the course guide, click on this link http://pief.com.au/index.php/education/pief-course-guide

in Personal

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Vocational Programs2014 was a consolidation year for PIEF as we successfully implemented our new Registered Training Organisation business (PIEF RTO Services). As an RTO, we now deliver and award the following nationally recognised vocational qualifications:• Certificate IV in Personal Injury Management (Return to Work)• Certificate IV in Personal Injury Management (Claims Management)• Diploma of Personal Injury Management.

All three programs continue to receive excellent student feedback and were well attended.

In 2014 our RTO status now enabled PIEF to provide a range of consultancy, training and assessment services to our member organisations. PIEF worked with many of our member organisations to identify their capability development needs and in consultation developed a range of solutions that were aligned with their organisational goals.

In some instances the customised solution involved a partnership arrangement that enabled an organisation to align their in-house training programs to national competency standards, deliver training programs and assess against the competencies. This arrangement required organisations to have fully qualified trainers and assessors with PIEF providing the quality assurance and awarding the national qualification.

Other organisations opted for recognition of prior learning (RPL) pathways that provided national qualifications in personal injury management for their existing case managers. This involved PIEF working with the member organisation to identify competencies for RPL, developing resources and procedures for submitting portfolios of evidence for assessment by PIEF assessors.

PIEF also offered the Certificate III in Personal Injury Management (Claims Management) qualification for induction programs currently being delivered in some of our member organisations. This approach enabled in-house induction programs to be mapped to the selected competencies and assessments to be conducted by PIEF assessors.

If you would like to discuss using our RTO services, please contact Nathan Clarke, Chief Executive Officer, PIEF RTO Services on (03) 9641 1320.

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Postgraduate ProgramsIn 2014 Griffith University commenced taking enrolments for the revised personal injury management postgraduate program and the following program structure was progressively implemented throughout the year:

From 2014 PIEF held all personal injury postgraduate program residentials in the Melbourne CBD, which enabled PIEF to significantly reduce the cost and the time required to participate at the residentials.

Graduate Certificate in Personal Injury Management

Master of Personal Injury Management

Principles of Personal Injury Scheme Design (residential and online delivery)

Personal Injury Scheme Evaluation (residential and online delivery)

Contemporary Issues in Compensable Injury Management

Accounting and ReportingPersonal Injury Strategic Claims Management (residential and online delivery)

Managing Change Through Responsible Leadership

Injury and Disability Management

People Management Management Consulting

Approved elective Approved elective Approved elective

Clockwise from left:

Students in class

Students in their syndicate group

Members of the expert industry panel: Denise Cosgrove WorkSafe Victoria, Liz Cairns, NDIA, Alan Woodruffe formerly of TAC, Len Boehm MAC SA and Paul O’Connor formerly of Comcare.

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2014 resultsIn 2014 exceptional results were again received for all PIEF-owned personal injury units, with overall satisfaction remaining at 100% for the last two years and recommending to others remaining steady at around 90%:

Principles of Personal Injury Scheme Design

Personal Injury Strategic Claims Management

Personal Injury Scheme Evaluation

Satisfaction level 2014 2013 2014 2013 2014 2013

Very Satisfied 56% 68% 81% 45% 81% 52%

Satisfied 44% 33% 19% 55% 19% 48%

Grand Total 100% 100% 100% 100% 100% 100%

Recommend to others

2014 2013 2014 2013 2014 2013

Yes 96% 93% 86% 91% 86% 86%

Maybe 4% 8% 14% 9% 14% 14%

Grand Total 100% 100% 100% 100% 100% 100%

Here is some of the feedback received from the 2014 residential programs:

‘Experts,lecturerswereextremelyinformativeandapproachable.Thankyou.’

‘Iwasveryhappywiththeprogram,Ifoundtherewasalmosttoomuchtotakeinbutdonotseeawayaroundthis.’

‘Ireallyappreciatedthetimethatindustryexpertsgaveus,andtheknowledgetheysharedwithus.’

‘Veryempowering,informativeandrelevant.Excellentspeakers,relativetocourse,perhapsabitintensive.’

‘Lovedthesessions,veryinformativeandchallengingatthesametime.Greatrangeofspeakers,lovelyfood,convenientaccommodation.’

‘Thecontentoftheresidentialwasveryinformativeandrelevanttothecourse.Thepresentationhelpedbondingwiththeteamaswellastheotherstudents.Thearrangementsmadewereexcellent.’

‘Coursecontentandgrouptasks/activitiesweregreat.Guestspeakersprovidedafantasticinsightintothedifferentschemes/sectors.’

‘Greatspeakers.Goodnotes.Adequatetimetoprepare.Longdays7.30am-11pmatnight,washardtokeepalertbyafternoonday2.Butitwasverygood,thankyou!’

‘Holisticperspectivewithfantasticpresentersandspecialguests.Opportunitytogetmoreclarityaroundgroupactivityinstructionsandexperience.BEYONDTHAT-*G*R*E*A*T’

Other 2014 EventsSydney workshops

In 2014 PIEF introduced a series of workshops aligned to the Diploma of Personal Injury Management vocational qualification. The workshops were all held in the Sydney CBD and covered the following topics:• Injury Management and Return to Work• Managing Personal Injury Teams• Managing Serious and Complex Claims.

The feedback received from all workshops was overwhelmingly positive:

Satisfaction levelInjury Management and Return to Work

Managing Personal Injury Teams

Managing Serious & Complex Claims

Very Satisfied 63% 33% 51%

Satisfied 37% 65% 49%

Dissatisfied - 2% -

Grand Total 100% 100% 100%

Recommend to others

Injury Management and Return to Work

Managing Personal Injury Teams

Managing Serious & Complex Claims

Yes 100% 73% 81%

Maybe - 22% 17%

No - 5% 2%

Grand Total 100% 100% 100%

PIEF expect to deliver the Managing Serious and Complex Claims workshop again in 2015, however this time extended to other cities across Australia. Further details will be announced in our quarterly newsletters.

Motivational Interactions workshops

In 2014 PIEF again partnered with AP Psychology and Consulting Services to conduct Motivational Interactions (MI) workshops in Adelaide, Brisbane, Sydney, Canberra and Melbourne. MI is widely recognised as an important engagement strategy for people working in a case management capacity – working with a range of injured client/worker needs pertaining to resistance, ambivalence to change, motivation, development and return to work.

The workshop feedback to the following question ‘How do you rate the MI Training overall?’ was very high (aggregate for all locations):

Excellent Good Average Total

60% 37% 3% 100%

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Examples of feedback received included:

‘ThiswilldefinitelychangethewayIcasemanagemyinjuredworkers.ThankYouO:)’

‘OverallIthoughtitwasanexcellentexperience.’

‘Veryinformativeandsomegreatnewtechniques’

‘EveryCustomerAdvisor(casemanager)shoulddothiscourseasaninductionresource.’

‘Ienjoyedtheworkshop,itmademethinkofdifferentwaysofhavingaconversation.’

‘FANTASTICfromaworkperspective,butlifeingeneral.’

PIEFhopetobeabletoorganiseadditionalMIworkshopsin2015,sokeepaneyeoutfordetailsoffutureworkshopsinournewsletters.

Webinar series

In 2014, PIEF continued with its series of webinars designed for Australian personal injury professionals. The webinars conducted in 2014 included:• Lookingbeyondintrinsicriskfactorsassociatedwithnon-recovery, Terry Bogyo, independent

researcher, speaker and consultant, Canada• Theimpactoftrainingsupervisorsonreturntoworkoutcomes, Dr Mary Wyatt, Occupational

Physician• Backinjuriesandreturntowork, Dr Kevin Sleigh, Clinical Leader- Medical, Health & Disability

Strategy Group, TAC/WorkSafe Victoria• Ensuringoptimaluseofoccupationalrehabilitationproviders, Sharon Stratford, Stratford

Services.

All webinars are recorded and are stored on the member-only Certified Personal Injury Professional (CPIP) website.

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PIEF’s directors as at 31 December were as follows:

Board of Directors

Resigning Directors

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Name Role Organisation represented Date joined

Chris Latham PIEF Chairman - May 2011

Jason HammondGeneral Manager, Workers Compensation

QBE Australia Jul 2007

Denise Cosgrove Chief Executive WorkSafe Victoria Aug 2008

Dr. Andrew FronskoGeneral Manager, Personal Injury Management

Territory Insurance Office Jun 2009

Michelle Reynolds Chief Executive Officer WorkCover WA Oct 2010

Andrew Nicholls General ManagerNSW Motor Accidents Authority

Jan 2011

Diego Ascani Head of Workers Compensation Xchanging Australia Jun 2011

Grant Speight General Manager, Human ResourcesInsurance Commission of Western Australia

Jun 2011

Geniere AplinGeneral Manager, Workers Compensation Insurance

WorkCover Authority NSW Jun 2012

Paul SmeatonExecutive General Manager, Statutory Claims

Suncorp Jun 2012

Bruce Crossett Head of ClaimsTransport Accident Commission

Aug 2012

Brad Parker Assistant Director WorkCover Tasmania. Nov 2012

Irene Violet General Manager, Corporate Services WorkCover Queensland Mar 2013

Jennifer MitchellHead of Workers Compensation, Fee States

CGU Mar 2013

John McNamaraExecutive General Manager - Statutory Workers Compensation

Gallagher Bassett Jun 2013

Michael FrancisGeneral Manager Scheme Improvement and Regulation

WorkCover South Australia Jun 2013

Mary Hawkins Branch ManagerNational Disability Insurance Agency

Oct 2013

Helen SilverChief General Manager Workers’ Compensation

Allianz Australia Oct 2013

David Fryar General Manager, Statutory Business Employers Mutual Ltd Oct 2013

Bruce WatsonExecutive General Manager, Claims Management and Insurance

Comcare Nov 2014

Directors that resigned from the PIEF Board during 2014 were:

Name Organisation Resignation from the Board

Jason Lardelli Comcare November 2014

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Member OrganisationsAs at 31 December 2014, the following organisations were members of PIEF:

Allianz AustraliaAssociation of Self Insured Employers of Queensland (ASIEQ)

Comcare Employers Mutual

Gallagher Bassett Services Insurance Australia Group

Insurance Commission of Western Australia

Institute for Safety, Compensation and Recovery Research

Motor Accidents Authority of NSW QBE Australia

National Disability Insurance Agency NSW Self Insurance Corporation

Sucrogen Suncorp

Territory Insurance Office Transport Accident Commission

WorkCover Independent Review Office WorkCover Authority of NSW

WorkCover Corporation of South Australia

WorkCover Queensland

WorkCover Tasmania WorkCover Western Australia

WorkSafe Victoria Xchanging Australia

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PIEF TeamThe PIEF team has significant experience, qualifications and skills in developing, implementing, evaluating and marketing personal injury management training programs and events.

The team consists of:

Nathan ClarkeExecutive Director PIEF / Chief Executive Officer PIEF RTO Services

Commenced January 2006

Maryse OzalpStudent Support Officer

Commenced August 2014

Amanda JohnstonProgram Delivery Manager

Commenced June 2007

Joan HolschierBusiness Development Manager

Commenced August 2008

Lina GuarneraProgram Compliance Officer

Commenced January 2011

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Contact DetailsThe Personal Injury Education Foundation (PIEF)

Ground Floor, 222 Exhibition St, MelbourneVictoria Australia 3000

Telephone +61 3 9940 4893Fax +61 3 9641 1180Email info_pief@pief.com.au

Web www.pief.com.au www.careersinpim.com.au