liv hewitt & natalie schulz - virgin australia - virgin australia: successful change management...

23 February 2016Liv Hewitt & Natalie Schultz

Successful Change

Management and

Harnessing Supervisor

Involvement in the

Rehabilitation Process

Liv Hewitt & Natalie Schultz

23 February 2016Liv Hewitt & Natalie Schultz 2

Overview

- Virgin Australia’s injury management process

- Roles and responsibilities of key stakeholders

- Strategies for engagement and improving RTW outcomes


Virgin Australia

- 2000 entered the market with two aircraft, one route and 200 team members

- 2016 carried 22.3 million guests, 9400 team members and a full service airline

- Virgin Vision

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VA Injury Management Process- Our people are our key differentiator in the market

- Our vision is to support and develop our people to their best

- We invest in our people

- Our people are our greatest assets

- Our workers’ compensation approach is relaxed, supportive, up front and

transparent

- We talk in positive terms

- Senior management is committed to treating team members with dignity and

respect

- Team members to have ownership of their injury management

- Return to Work (RTW) processes are simple and part of the normal working

processes

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Roles and Responsibilities of Key Stakeholders

Managers / Supervisors

- Managers and Supervisors are all trained Return to

Work Coordinators (RTWC)

- More than 100 RTWC’s across the VA network

- The Manager, Supervisor and Team Member own the RTW process

- Additional training is provided to our Leaders

- RTW process starts straight away, no delay

VA Care

- Initial medical response following a workplace injury or illness

- Team members call a hotline

- Provides access to immediate reporting, medical advice and treatment via

27/4 worldwide hotline

- Answered by a experienced Injury Management Advisor

- VA Care doctor may provide recommendations for treatment and RTW or an

appointment can be made with a external treatment or medical provider

- VA Care works with the Team Member, leader and medical practitioner to

assist with recovery and safe RTW

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Workers Compensation Packs

- Leaders provide to Team Members

- Support and encourage Team Members to submit

claims

- Hard copy or electronic

- Claim forms, VA medical release authority,

contact details, policies, Employee Assistance

Program details and checklist

- Simple layout and transparent

- Early support to Team Members from Leaders

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Preferred Providers

- Visited the workplace for a famil

- Importance of good relationships

- Understanding of our business, roles

and suitable duties available

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Onsite Physio

- Onsite physio at all mainline ports and Head Office

- Treat work and non work related injuries

- Treatment and occupational rehabilitation services

- Resulted in reduction of claims and claims cost

- Very close working relationship

- Engagement and morale

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The Agent

- Close working relationship

- Understanding of each others’ business

- Regular formal and informal catch ups

- Decisions are kept separate

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VA Workers Compensation Team

- Support the business and Leaders so that they

can effectively manage their team members

return to work

- Policies reviewed regularly to comply with

legislation and best practice

- Aligned with WHS

- Same support for work and non work related

injuries

- Committed to achieving the best outcomes

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Strategies for Engagement and Improving Return to Work Outcomes

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Facilitate a Safety Reporting Culture

- Allow easy access to policies and procedures by all levels of the business

- Clearly communicate contents of policies and procedures

- Define requirements for safety, injury and illness reporting

- Ensure compliance with reporting procedures

- Adequate follow-up of safety incidents, seen by those whom are reporting

- Encourage access to workers’ compensation schemes

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Use Effective Tools and Resources

Encourage access to:

- Suitable duties registers

- Intranet

- Employee Assistance

Program (EAP)

- Workers’ compensation toolkit for Managers

- Onsite physiotherapy service

- Occupational rehabilitation providers for complex cases

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Practice Early Intervention

- Call the team member within 24 hours of a work-related injury/illness

occurring

- Ensure immediate involvement in appropriate medical review and treatment

- Confirm understanding of process and roles of key stakeholders

- Understand the benefits of an early return to work, and facilitate prompt

discussions about returning

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Practice Early Intervention cont.

- Send correspondence to Treating Practitioners for initial consultations

regarding options available for suitable duties, including a pre-emptive

Return to Work Plan

- Medical case conferencing (if necessary and appropriate)

- Follow-up with the team member following initial medical consultations to

facilitate recommendations

- Meet with the team members on their first day at work following injury/illness

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Focus on Capacity

- Focus on the workers’ functional capacity rather than restrictions (capacity

VS incapacity, ability VS disability)

- What do we need to do to allow the worker to return to work?

- Highlight to Treating Practitioners what is functionally required for the

worker to complete their pre-injury role

- Target treatment programs to functional requirements

- Consider offering suitable duties for non-work-related injuries/illnesses also

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Maintain Positive Relationships

- Promote your role

- Be hands on

- Know the team member / supervisors and

understand their roles in the business

- Talk their language

- Be open and transparent

- Don’t underestimate the power of

face-to-face interaction

- Meet with key stakeholders regularly

- Allow the worker to have a voice and be heard

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Ensure Higher-Level Management Commitment

- Complete monthly case reviews with higher-level management

- Be available for when suits them (time available)

- Speak their language – prepare for discussions regarding premiums, claims

costs and lost time

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Apply Best Practice

- Keep your own knowledge and skills up-to-date

- Encourage feedback

- Trial different approaches

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Summary


Questions and Comments

liv hewitt & natalie schulz - virgin australia - virgin australia: successful change management...

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