The first five minutes

The first conversation is vital! The style of communication used will determine whether the worker feels assured or incensed. Show genuine interest. Ask the worker how he or she is feeling and how you can help them.

Principles of return to work management

•	"It's we, we, we, not me, me, me" - Work in partnership

•	Be respectful

•	Listen to the worker's needs and concerns

•	Be candid and upfront

•	Accommodate the worker's needs where possible

Don't pre-judge, or assume what they are feeling - ask them and take their answer seriously. Listen to what the worker needs, be mindful of their concerns, take the situation seriously.

In most claims that result in litigation, the initial conversation was the starting point for blame and resentment.

Arrange care

Assess How much pain the worker is in. Whether they need urgent or non-urgent care. Respond to what the worker asks for.

File an incident report and inform those in the workplace that need to know.

Consider the worker’s personality when assessing their needs:

Some people don’t want to make a fuss about an injury, and will not raise concerns. Be aware of physical or emotional changes in a self-reliant person that can signal that they are not coping and need help.

Anxious people, on the other hand, need extra attention. They need you to stop and listen, to acknowledge their problem. Reassure anxious workers that you will support them and make sure they get the care they need.

Emergency

Urgent care

Non-urgent care

•

Call 000.

•	Arrange an immediate doctor's visit, or take the worker to the hospital (if it is after hours)

•	Do you or the worker need a medical opinion? If so, arrange a doctor's appointment at their convenience.

•	Contact the worker's family

•	Accompany the worker

Should the worker go home or stay at work?

•	Accompany the worker to the hospital

•	Make sure they get home safely

•	Are their alternative duties they could undertake while they aren't 100% fit?

•	Let co-workers know what is happening

•	Pay the bill

•	Discuss the options with the worker.

•	Listen to what the person needs and be aware that they may not want to be troublesome.

The next steps

Make the place safe

Address any occupational health and safety issues that the injury has revealed as quickly as possible. Engage co-workers in the safety planning process.

Obtain an report from the injured worker as soon as possible and respond to all evident physical causes of any accident.

Follow up with the employee. A simple phone call, or a card can make the worker feel cared for. If the worker feels valued they are more likely to return to the workplace as soon as possible. Communicate with co-workers about the issue and address any health and safety concerns. Start exploring what contributed to the problem.

In the next 48 hours:

Assess the complexities of the situation and plan for the return to work. After discussion with the worker take steps toward resolving any workplace issues that contributed to the injury or illness. Arrange to communicate with the worker frequently during their recovery.

What happens during the first five minutes after an injury, sets the tone for everything that follows.

Respond to the worker in a way that shows they are valued, and they are likely to respond in kind.

What's next?
In the next 48 hours