Psychiatric and psychological injuries
Workers who have sustained a psychiatric/psychological injury may have unique needs. The strategies below will assist rehabilitation and return to work coordinators (RRTWC) to manage claims for a worker with a psychiatric/psychological injury.
Communicating with the injured worker
If the worker has agreed to contact from the workplace, contact them as soon as possible after the injury is sustained or reported. Ask their permission to stay in touch and agree on the way and how often you will contact them such as by phone once a week. Listen non-judgmentally to their concerns, reassure them and provide as much information as possible. Do not discuss the employer's opinion of the claim with the injured worker and also discourage discussion amongst co-workers.
Remind the worker they need to provide you with ongoing medical certification. Gain their written permission to liaise with their treating practitioners using the Injured worker authorisation form in your Workplace rehabilitation policy and procedures. Send the worker postage paid and self-addressed envelopes to help them return forms. Also make sure you stay in regular contact with the insurer about the claim status. Other tips to deal with the injured worker include:
- Encourage them to talk to a qualified professional such as their treating doctor or a psychologist. You may need to help them make an appointment. Psychological counselling services may be funded by the employer under an employee assistance program. Alternatively, the injured worker may see a psychologist privately at their own expense. Community mental health services may be accessed free of charge.
- While waiting for the insurer to make a liability decision on the claim, find resources and information that will assist the worker. For example, send your organisation's position on paying medical costs and sick leave policy to the worker to alleviate concerns about these issues.
- If the injured worker has financial concerns (for example, if they have exhausted sick leave entitlements) they may be eligible for a Centrelink sickness allowance. The injured worker must contact Centrelink independently to initiate this process.
- Contact the injured worker's treating doctor to explain your role as the company's RRTWC. Advise the doctor of the claim status and the things you are doing to assist the worker. Ask the doctor for any recommendations they may have for you to assist the worker.
- You may arrange an early referral for the injured worker to see a rehabilitation provider. Choose a provider who is experienced in managing occupational rehabilitation programs for people with psychological injuries. Remember the cost may become the employer's responsibility if the insurer rejects liability on the claim. Discuss the referral with the injured worker, their treating doctor and insurer first and if you decide to proceed, notify the injured worker in writing of the appointment details. Offer to provide transport assistance to and from the appointment if required. As part of the referral, ask the provider for advice on how to interact with the injured worker.
What to do if the worker requests no contact
Sometimes injured workers do not want contact from the workplace. Respect the request and do not contact them in any way.
If you are concerned that the worker may harm themself or others, send a fax to the worker's treating doctor to notify them (refer to the medical certificate for their contact details). Include details of employer-funded resources that may help the worker such as the employee assistance program (EAP). Telephone the receptionist to make sure the fax has been received. Remember, you should not request information or a response from the doctor without the worker's written consent to exchange information.
Finally, if the case is causing you to feel anxious or distressed for any reason, arrange to see a professional who you can confidentially debrief with about the situation. Your EAP provider may also be able to assist.
What to do once the insurer accepts the claim
Explain the factual details of the case to the insurer case manager and offer to participate in case conferences if appropriate. Encourage the insurer case manager to refer to a rehabilitation provider experienced in managing occupational rehabilitation programs for people with psychological injuries to facilitate rehabilitation and return-to-work.
An overview of employee assistance programs
Employee assistance programs (EAP) offer a range of personal and professional support services for all staff members. This can include education and training programs, as well as other support services such as debriefing staff following a traumatic workplace incident or individual psychological counselling sessions. In some circumstances, some employers may also extend these services to the staff member's immediate family. EAP services are confidential and employer funded. The number of sessions offered at no charge to the worker and the services provided, will be unique to your organisation. Approval from the worker's treating doctor is recommended before the claim is accepted and required when the claim has been accepted before referral to an EAP.
References and resources
The table below contains a list of resources to assist workers with psychiatric/psychological injury. RRTWCs should also create their own list of local resources. Q-COMP does not endorse the organisations contained in this list and accepts no responsibility for the services provided. We've attempted to make sure the links are current - please let us know if a link is broken or not working correctly.
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