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?