education.vic.gov.au

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Workers’ Compensation – Workplace Injury

The return to work process (guidance for return to work coordinators)

The role of a return to work coordinator in a school

The appointed return to work coordinator must have an appropriate level of seniority and competency to meet obligations required of the school. This means that the appointed return to work coordinator must be able to consistently support the worker, through open and collaborative communication, and be in a position to make decisions about their return to work options. In a school, this could include, but is not limited to:

  • the principal
  • an assistant principal or leading teacher
  • a business manager or other human resources (HR) administration staff.

For principal claims, the return to work coordinator will be selected from the dedicated Return to Work Coordinator Team within the department.

Return to work coordinators must complete the mandatory Return to Work CoordinationExternal Link eLearn available on LearnEd (staff login required) on commencement of their role and every 2 years to maintain their knowledge. There is also a variety of other training available for return to work coordinators to assist with efficient management of workers’ compensation claims and to better support workers in their safe and sustainable return to work. For more information, please refer to Training opportunities on the Resources tab.

A return to work coordinator is the key person in a workplace that assists workers to remain at or return to work as soon as safely possible after an injury. While it is important to comply with the legal obligations of a return to work coordinator, it is even more important to consider the worker’s wellbeing, their needs and changing circumstances. Meaningful discussions will help build trust, which can lead to positive impacts on the worker’s return to work and recovery journey.

The Advice of nominated return to work coordinator template (DOCX)External Link can be used to notify the worker of the coordinator’s appointment and provide them with an overview of the workers’ compensation process.

For information on the obligation to appoint a return to work coordinator and what the role involves, refer to WorkSafe’s Return to work coordinators: Information for employersExternal Link .

Discrimination must be avoided in all circumstances. Discriminatory conduct includes the following behaviours:

  • dismissing, or threatening to dismiss, a worker from employment due to the worker pursuing a claim for compensation or for notifying an employer or WorkSafe of an injury
  • altering, or threatening to alter, the position of a worker to the worker’s detriment, due to the worker pursuing a claim for compensation or notifying an employer or WorkSafe of an injury
  • treating a worker less favourably than another worker in relation to promotion or re-employment, due to the worker pursuing a claim for compensation or notifying an employer or WorkSafe of an injury.

For more information refer to the Equal Opportunity – Employees policy.

There are key stakeholders that the return to work coordinator needs to be aware of and liaise with over the course of a claim. Refer to the Policy tab for definitions of the agent, treating health practitioners and occupational rehabilitation providers (ORPs).

For information on training available for return to work coordinators, refer to the Resources tab.

For further information on the basics of the return to work coordinator role, refer to WorkSafe’s The basics you need to knowExternal Link .

Employer obligation period for suitable duties and pre-injury employment

The department must provide workers with suitable duties and/or pre-injury employment for a period of 52 weeks. This period starts when the principal, delegate or return to work coordinator:

  • receives a certificate of capacity or
  • receives a claim for compensation or
  • is notified by the agent that the worker has made a claim or provided a medical certificate.

Return to work coordinators need to ensure suitable duties are identified and offered during this 52 week period. This period may not be 52 consecutive weeks (or a full calendar year), as the 52 week period only takes into account those days when the worker is unable to do their full pre-injury duties and hours. The agent will be able to support the return to work coordinator with calculating this period for records (refer to the Contacts and supports chapter for agent contact details).

Note: The department’s WorkSafe agent or Workers' Compensation Team can explain the various factors relevant to calculating this period and can provide the return to work coordinator with an estimated employer obligation end date. Please note that the employee’s contract does not terminate if duties are withdrawn. The worker will continue to be an employee of the school.

Communication with an injured worker

The Return to Work Coordination eLearning moduleExternal Link available on LearnED provides advice on adopting a person-centred approach and communicating effectively with workers.

Return to work coordinators can best support an injured worker by:

  • meaningfully connecting with them as soon as they are aware of the injury, and letting them know you are there to support them through the process
  • contacting them to discuss their wellbeing and showing genuine thought regarding their recovery and any matters that are relevant and/or important to them and the claim
  • communicating in a timely manner to ensure injured workers receive the right information at the right time to avoid any inconveniences and risks that may affect their recovery or return to work journey
  • taking a person-centred approach to communication, by tailoring communication to target the workers needs and wants, including through:
    • two-way communication and open-ended questions
    • considering their abilities and skills, focusing on strengths and weaknesses to provide appropriate support, and not focusing on labels, diagnosis or deficits
    • focusing on the personal goals of the worker and working together to determine the resources required to support these, rather than pre-determining resources or suggestions without consultation
    • considering the worker’s unique circumstances and life experience, age, gender, culture, heritage, and beliefs to identify and tailor the support offered
  • creating a communication plan with the worker, including discussing the worker’s preferences for the timing, method and frequency of contact you will have together, to ensure the worker is comfortable
  • keeping them in the social loop and having interactive communication, by including them in group emails and inviting them to work meetings and functions (where appropriate), sending newsletters and updates about any announcements.

For further resources on using a person-centred approach, refer to the Resources tab.

Planning the return to work

In general, working is good for our health and wellbeing. Return to work coordinators will help workers remain at, or return to, work as soon as safe to do so after an injury or illness, in line with their capacity. The return to work coordinator must plan for a worker’s return to work to the extent that it is reasonable to do so. It is recommended that the return to work plans are completed in collaboration with the worker and their treating health practitioner for at least the 52-week obligation period.

Return to work coordinators can use the following documents to support them through this process:

The following key return to work elements must be followed when planning a return to work to ensure the right information is sought and the right support is provided to the worker.

1. Obtain relevant medical information from the treating health practitioner

The return to work coordinator must obtain adequate information from the worker’s treating health practitioner to understand how the worker can return to work safely, and in line with their current condition and capacity.

Generally, the current certificate of capacity issued by the worker’s treating health practitioner will have information regarding the injured worker’s capacity for work and any medical restrictions. If the available information is not sufficient or clear, the return to work coordinator can request further advice from the treating health practitioner/s, including:

  • the nature of the worker’s injury or illness
  • the worker’s current work capacity
  • any restrictions and/or barriers on specific tasks or activities. Task cards (DOCX)External Link can be provided so the treating health practitioner is fully informed of the duties that exist and the role’s inherent requirements
  • how to safely upgrade or reduce hours and/or duties depending on their response to their return to work
  • other factors that may affect the injured worker’s recovery or capacity.

2. Understand the barriers to return to work

The process of recovering from a work-related injury can be challenging and will often present the worker with a range of barriers preventing the return to work. Return to work barriers can be medical, logistical or interpersonal, such as the worker being worried about reinjuring themselves, thinking they don’t have ability or skills to do the work, or concerns about stigma or lack of understanding of mental health issues in the workplace. Understanding these barriers is the best way of supporting the worker in overcoming them.

It’s important to note that workers will not always share the barriers unless they feel that the employer will be supportive in overcoming those barriers. As a return to work coordinator:

  • consider the situation from their perspective – what barriers outside of the medical condition could potentially prevent a return to work?
  • ask open questions about what concerns the worker might have about returning to work
  • build a strong rapport to get a better understanding of the injured workers barriers.

3. Consider reasonable workplace supports to overcome barriers to return to work

Once aware of the barriers to returning to work, consider potential solutions. Often the barriers that prevent a successful return to work will also impact the worker’s personal life. Proposing return to work plans that minimise that personal life impact will have a far better chance of being supported.

Not all barriers to return to work have an immediate solution, however it’s best practice to consider what a return to work can look like as the impact of barriers subside and workplace supports can be put in place. Consider the below when working through the workplace supports:

  • how the barriers can be addressed (even if they are not related to the medical condition)
  • what reasonable workplace adjustments can be made to overcome the barriers
  • use the task cards to consider alternate duties that might assist in the return to work process
  • discuss potential solutions with the worker, to find out if they have any suggestions that might be reasonable to put in place. For example, if the worker has a medical restriction on their capacity to walk, you may be able to offer a car park close to their building; or if the worker has reduced confidence following their injury, you may consider teaming them up with a mentor, so that they have additional support.

4. Regularly engage and consult with the worker

It is important for the return to work coordinator to take the time to make regular contact with the worker and check in with them to offer support and assistance. Staying connected with the workplace can support the worker to stay positive about recovering and returning to work. Consultation will allow the worker to contribute to their return to work planning through feedback and will promote the ability of the worker in returning to work.

Alongside the worker, it’s important that the return to work coordinator consults with all stakeholders relevant to the claim, including the agent, the treating health practitioner and occupational rehabilitation provider (ORP) (if applicable), about the best way to support the worker in their recovery. Any suggestions can be discussed with the worker and built into the return to work plan, where appropriate.

For more information, refer to Communication with an injured workerExternal Link .

5. Check in with the worker when they return to work

It’s important to assess the effectiveness on any workplace supports after implementation. Sometimes the first solution for a return to work barrier may not be the best one. It is best practice to schedule check in meetings through the first week of any new workplace supports to ensure that they are having the desired effect in reducing the impact of the return to work barrier. The return to work coordinator can:

  • book the next catch up before the worker goes home after their first day
  • ask whether the return to work is having any other negative flow on effects that that were not originally considered
  • continue to monitor progress of the return to work.

6. Monitor the worker’s progress

Information gained through monitoring the worker’s progress must be considered as part of the ongoing return to work planning. In monitoring the worker’s progress, return to work coordinators can consider the following:

  • changes in the worker’s current work capacity
  • their progress towards their short-term and long-term return to work goals
  • changes in their injury or condition
  • changes in their individual circumstances that may affect their return to work
  • their transferable skills and training needs.

Whilst drafting the return to work plan, support is available from the agent, the ORP (if applicable) or the department’s Workers’ Compensation team.

When a worker has no capacity for work

If the worker has no capacity for employment, the return to work coordinator must:

  • still plan for their return to work and continue to do so in anticipation of the worker building and regaining their current work capacity
  • continue reviewing each certificate of capacity that is received, to keep up to date on the injured worker’s restrictions, current work capacity and treatment plan
  • maintain regular contact with the worker and the Agent to collaborate about return to work matters
  • continue to check in with the worker to have discussions regarding their wellbeing.

For information about funding support to employ a replacement or support person for the injured worker, refer to the Leave and Payroll Management chapter.

Temporary return to work placement

Temporary return to work arrangements are put into place when medical information states that the worker has a current work capacity, but no capacity to work at their pre-injury school/location. If the agent or ORP consider that a temporary return to work placement is suitable for a worker’s circumstances, the agent or the ORP must raise this with the Workers’ Compensation Team in the department. An application must be completed by the agent or the ORP, and this is reviewed by the Workers’ Compensation Team.

If this application is approved, the Workers’ Compensation Team will contact the return to work coordinator. The return to work coordinator will then be responsible for sourcing the temporary return to work placement location, by connecting with neighbouring schools and networks to identify opportunities for the worker. The department funds temporary return to work placements to enable the provision of alternative duties for workers. The return to work coordinator will continue to support the injured worker during their participation in a temporary return to work placement.

A worker is required to complete the Authority to exchange medical and claim information form (DOCX)External Link to provide consent to the base school to discuss their claim information for the purpose of the temporary placement with the temporary return to work locations. Support is available to return to work coordinators in locating a temporary placement, contact the Workers’ Compensation Team on 03 7022 0780.

Note: Temporary return to work arrangements are only a short-term option and are reviewed on a term-by-term basis.

Return to work issue resolution procedure

A verbal or written return to work complaint or concern can be raised by the worker, the representative of the worker, the return to work coordinator, the ORP, or the treating health practitioner.

When a complaint has been raised, the following procedure must be adopted:

  1. Convene a meeting: as soon as possible but no longer than 20 days after the return to work issue is reported. The return to work coordinator must arrange a meeting with the worker and applicable parties to resolve the issue.
  2. Document agreed outcome: if the parties reach an agreed outcome, the return to work coordinator must provide a document detailing the agreed outcome to all related parties.
  3. Status and duration: the agreed procedure will come into effect on the date it has been signed and will be reviewed in 12 months from the date of signing.
  4. If an agreement is not reached: the agent must be notified if an agreed outcome has not been reached within 14 calendar days of the first return to work issues resolution meeting.

A Return to work issue resolution procedure template (DOCX)External Link reflecting the above procedure is available for return to work coordinators.

Return to work inspector

WorkSafe Victoria regularly monitor active claims. Where a worker’s return to work has not been achieved, a return to work inspector may visit the workplace to provide advice and information to assist the school and the worker with meeting their obligations. A return to work inspector can look into matters where it is believed there is a breach of employer obligations to provide suitable duties to the worker.

Refer to the WorkSafe Victoria website for more information on return to work inspectorsExternal Link .

The Workers’ Compensation Team within the department is available to support the return to work coordinator throughout this process. Once it has been flagged that an inspector visit will occur, an Injury Management Specialist from the Workers’ Compensation Team will make contact with the return to work coordinator prior to the visit. Refer to the Contacts and supports chapter for contact information.

Includes information on the role of a return to work coordinator in a school, planning the return to work and more

Reviewed 20 January 2025

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