<< Click to Display Table of Contents >> Navigation:  Case managing injury, illness and RTW > The 10 commandments of case management

Effective case management requires coordinated action through a series of steps. These include universal steps such as communication with the worker and other actions tailored to individual case needs.

These elements of case management play a crucial role in ensuring effective case management and successful RTW outcomes:

Rapid communication with the worker

Make initial contact with the worker within 24 hours of the injury or illness report. This early communication demonstrates care and sets a positive tone for the RTW process.

Regular communication throughout the case

Maintain consistent contact with the worker, supervisors and healthcare providers. This ensures everyone is aligned on the RTW plan and progress and allows for timely adjustments if needed.

Psychosocial support where there is elevated risk

Implement screening tools to identify workers at risk of delayed recovery due to psychosocial factors. Provide targeted interventions such as counselling or additional workplace support for these people.

Ongoing coordination and monitoring

Assign a coordinator to oversee and monitor each case to ensure that issues are identified early and addressed promptly. This may involve regular check-ins and progress reviews.

Comprehensive assistance for every worker

Ensure that employees receive support that is tailored to their specific needs. This may include medical care, education about their condition, necessary aids or appliances and assistance with domestic services in the early stages.

Clear information for co-workers

With the injured worker’s permission, inform co-workers and supervisors about their needs when they return to work. This promotes a supportive work environment and helps in planning productive and meaningful modified duties.

Minimise delays

Follow up on agreed actions promptly. In complex cases, this may require considerable effort to overcome potential obstacles arising from bureaucratic compensation systems.

Regular follow-ups

Conduct regular check-ins with the employee to monitor their progress and address issues as they arise. This may be through brief weekly meetings or phone calls.

Trained and skilled case managers

Case managers should be trained in processes and legislation, active listening and communication skills, dealing with challenging situations, basic ergonomics and understanding various health conditions and restrictions.

Documented case management procedures

Maintain clear, documented procedures so that all staff understand what to expect and how to proceed at each stage of the RTW process. This ensures consistency and helps in training new staff.