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 do once the insuer accpets 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 the 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.
Refererences 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.