Holly Byrne — Globally Make A Difference

After 20 years in hairdressing, Holly Byrne developed a severe allergic reaction to a hair dye chemical she used in her job daily. She continued to work in hairdressing after this initial diagnosis by limiting her own work duties to cutting (hair), and avoiding all work with chemicals. Despite this, her condition deteriorated and she developed a golden staph infection. Over time, and with sores on her hands, face and body, Holly was eventually forced to stop working altogether. She slept up to 22 hours each day to avoid the pain of her condition and she fell into a deep depression.

A very proud and independent person before her injury, Holly was unable to maintain her career, her ability to look after family, and her special interest in classic cars, all of which had been important to her sense of identity. Despite a very supportive husband and son, she found it difficult not being able to do the things she could before.

In assessing the situation, her case manager referred Holly to the Globally Make a Difference Program (GMAD). This changed her life. GMAD is an organisation that specialises in training, growth, development, and leadership. It helps people manage change and find solutions.

"Holly stood out as she came into the session focused, determined, [she] gave her full attention to the whole process, embraced every word, asked every question and demonstrated behaviours of someone who wanted to do something different and move on in her life and GMAD program appeared to be what she was looking for," says Melinda Cates, Director of Globally Make a Difference.

Holly was so inspired by the course she took, she approached the organisation and asked whether they would train her as a facilitator and provide, potentially, a new career path for her. "If I could have ten Hollys I would be blessed ... she has taken a horrendous experience and situation and turned it into a truly magical and special gift to her and that she shared with others," says Holly's new boss Melinda.

Whilst she is unable to return to her pre-injury hairdressing profession, and she can no longer do many of the things she could prior to her injury, Holly is happy she has found a new career path. She acknowledges the importance of returning to work, even in this new capacity.

"To be back at work I feel unburdened by my disability as this is not my only focus ... to be involved in an environment of genuine support and encouragement gives me a sense of achievement that there is hope after all ... I have gained big things (such as) confidence, focus ... a new direction in my life," says Holly.

Holly now facilitates programs for other injured workers, disengaged teens, long-term unemployed and indigenous youth. She is liked and respected and her employer believes her to be one of her best facilitators. Holly shares her triumph over adversity and has made it her new mission to inspire other injured workers and the at-risk in the community through the GMAD program.

Holly's rehabilitation consultant Hannah Woods says Holly has, "driven her rehabilitation and has worked extremely hard to personally develop and put herself in new and challenging situations to ensure she achieved a successful and sustainable return to work. Ms Byrne showed me, as a rehabilitation officer, that anything is achievable."

Greg Brook — Fox Freightlines

Greg Brook, a Port Lincoln truckie, was checking an air leak under a six-tonne trailer when he was accidentally run over, shattering his pelvis and breaking his ankle.

Greg was airlifted from Port Lincoln to the Royal Adelaide Hospital where further complications occurred and he suffered a pulmonary embolism during surgery. He hovered between life and death for four days.

His family relocated to Adelaide for four months at the commencement of his rehabilitation. This meant his wife had to take time away from her work, putting the family under great financial and emotional stress. Greg was concerned about his finances, his career and his need to relearn even the most basic of tasks.

After lying on his back barely able to move for seven weeks, he started an intensive program of hydro and physio therapies. This took eight weeks. During this time, Greg feared he would never walk again. He stuck diligently to his rehabilitation and, shortly after this, he returned to Port Lincoln to continue the rehabilitation program under strict guidelines from rehabilitation providers in Adelaide.

Working with his case manager and rehabilitation provider, and with the support of his family, he began to focus on returning to work. His employer, Fox Freightlines, kept in close contact with him, assuring him they wanted him back and supporting him in his recovery. The workmate who was involved in the accident also visited him regularly once he returned to Port Lincoln.

It soon became apparent he would not return to his previous role, so Greg worked with Fox Freightlines and his case manager to find alternate employment for him within the company.

Seven months after the life-threatening accident that changed his life forever, Greg took up the role of Operations Manager for Fox Freightlines, working seven hours per week, gradually increasing his workload in line with his physical capabilities.

Greg says the encouragement and support he received from those around him, his employer, his family, his colleagues and the medical profession, greatly contributed to his successful return to work.

Getting back to work has meant getting back to some form of 'normal' life for Greg. He feels he is still an important part of the team even though he is no longer driving prime movers.

Cindy Millard — Lenard's

Cindy Millard was going about her usual duties at Lenard's at Mt Gambier, washing dishes, when she was struck directly across the shoulder by a falling meat tray.

The accident resulted in bursitis, with frozen shoulder secondary, which rendered her partially incapacitated and unable to work for over four months. This took a huge toll on her emotional wellbeing and she suffered severe depression. At times she felt like giving up.

With the support of her rehabilitation consultant, her doctor, and her employer, she gradually made the return to work. Initially she worked reduced hours with restricted duties in accordance with her return to work plan.

As Cindy embarked on her return to work journey, she initially felt her work colleagues were excluding her because she couldn't do all the duties she'd done prior to the accident. However, she kept going to work to prove to herself that she was capable and worthy of retaining her position with Lenard's. She worked through the issues with her colleagues and employer. Being at home was not an option for her as she would feel lonely and lacking in confidence.

A year and a month after the injury occurred, Cindy was back fulltime with a combination of some of her previous duties and some alternate duties. Her awareness of occupational health and safety was heightened.

"I have realised ... you don't always have a visual injury people can see. My empathy towards other people is greater now. It has been a long journey for me but I have gained much experience and from the negative issues positive issues for me have arrived," says Cindy.

Cindy now looks after retail sales, cooking products for sampling and marketing products to customers. She is an active member of the Mt Gambier community. She says her communication skills have developed immensely, as has her confidence. Her self-belief is restored and she realises her new role is as important as her previous one.

Lenard's worked cooperatively with her and the rehabilitation consultant to find her new duties, and they recognised the benefit of this to their business. Company Director, Chris Scheer says, "the transfer of duties has been a huge plus for Cindy and our business, as I have seen substantial growth in our business in the past 12 months. A large portion of the growth is attributed to Cindy".

Cindy's acceptance of her injury, her belief in herself and her 'never give up' attitude, as well as working with her rehabilitation consultant, her doctor and her employer to find suitable duties have brought about positive change for herself and Lenard's Mt Gambier.

Paul Reeves — Aldom Motor Body Builders

Vehicle body builder, Paul Reeves, was frustrated he could no longer perform simple tasks like getting dressed, tying his shoe laces, or doing up buttons following a workplace injury. This was all the motivation he needed to work towards a full recovery and return to work just four weeks after his injury occurred.

Paul's injury happened when he was using a grinder and the blade slipped severing the main artery in his wrist.

After the surgery on his severed artery, Paul fell into depression. He was his family's main breadwinner and he worried about how they would cope financially. They had just bought a new home and he had planned renovations. He also worried how long he would take to recover, if at all.

His family and friends were there to support and encourage him, telling him to stop moping about. And it was with the help of his family, friends and workplace, and his own positive thinking that he overcame the depression and gained a fresh determination to get back to normal life.

Paul's employer, Aldom Motor Body Builders, worked with him, his doctors and rehabilitation consultant to find alternate duties and tasks to keep him busy.

Completing small tasks made him even more determined to get back to a normal life and to what he perceived to be meaningful tasks. He set weekly goals to achieve, including performing certain parts of his pre-injury job. This helped him to recover at a quicker pace.

So determined was he to resume his normal life that his gradual efforts saw him move from a partial return to work, to a full return in just over four months.

Aldom's management worked in collaboration with Paul. They found him duties within his current capabilities and believed in his return to normality.

Production Manager John Attwood says "Paul has been an inspiration to us all and his positive attitude has reinforced our commitment to workplace health and safety."

Nathan Mulholland and Tung Tran — SAPOL

Probationary police officer Tung Tran and his partner Nathan Mulholland were ambushed during a routine domestic disturbance callout while on duty. As they approached the house a man inside said, "it's so easy to set you up". This was followed by a loud bang.

The security door shattered as the man fired his weapon at Tung and Nathan and they were both peppered with shrapnel. Tung sustained the most serious physical injuries with the shrapnel lodging in his face and torso.

Nathan had a large piece of shrapnel lodged in his hand, which was later removed in hospital. As he pulled Tung to safety, Nathan was calling to other officers for backup. At the same time Nathan experienced the first feelings of guilt that being the more experienced, he should have been able to protect his partner better. Shortly after backup officers arrived and apprehended the man, Tung and Nathan were sent to hospital. Both men believed they would be fine as they could, "count on their colleagues to help them out — even at their own risk".

Tung was hospitalised for a number of days and Nathan was discharged quickly, returning the following day to have the shrapnel removed from his hand. Their journeys to recovery were just beginning.

While the majority of their physical injuries have healed, it is the psychological injuries that have continued. Both Tung and Nathan have seen psychologist Mark Cox who helped them understand their emotions and work towards feeling 'normal' again, a part of which was to return to work.

At the time of the incident Tung was a probationary officer and very close to completing his probation. It was very important to him to complete the Probationary Constable Assessment workshop, so he could achieve a permanent appointment. This meant he needed at least partial recovery and to return to work within a month of the accident.

He returned on partial duties on 29 June, just one month after the accident, and returned to full duties five months later. Nathan returned to full duties not long after the incident on 16 June. He struggles with feelings of guilt that he couldn't keep his partner safe, and sometimes has trouble trusting people, especially on work call-outs.

The support Nathan and Tung received from their colleagues, managers, health and safety officers at work, together with encouragement and support of their families enabled them both to recover more quickly.

Immediately after the incident, each officer received many emails of support from colleagues, some of whom they did not know personally. SAPOL assisted them with transport to appointments with doctors and rehabilitation providers, even sending Nathan's children teddy bears to help with their healing.

Tung and Nathan both say being a member of SAPOL felt like being part of one big family, where looking out for each other and supporting each other is commonplace. This helped them maintain their commitment to recovery. The assistance the officers had on the night of the incident is something neither will forget.

"The best part of returning to work is the feeling of mateship and camaraderie. I wanted to be at work in the thick of it, but importantly be here when my fellow colleagues needed assistance, just as they were there for me," says Tung.

Both Tung and Nathan's return to work is unusual as the trend for return to work following a shooting incident is low. They returned because of the support and encouragement they got from everyone involved in the recovery and return to work process: SAPOL, the return to work coordinator, treating doctors and physiotherapists and their families.

Tung now tells his story to other officers during operational safety training sessions. He believes others can learn from his experience. Nathan and Tung are still on the road together as partners, only now they are even more vigilant about safety and even more determined to give their very best to the community and SAPOL.

Rod Filsell — Thiess

Thiess' Diesel Fitter, Rod Filsell, was changing an excavator bucket during shutdown at Prominent Hill Mine, when something went horribly wrong. He went to the back of the truck to pull the pin that detaches a bucket (weighing about 38 tonnes), when the bucket rolled unexpectedly. This caused the bucket cable to tighten.

Rod was caught by the cable and hurled approximately five metres into the air. On ground impact, he sustained multiple and complex injuries including a fractured left humerus, left femur and left fibular, a femoral artery injury, compartment syndrome of the left lower leg, and radial nerve palsy in the left arm. The extent of his injuries had him transferred to an Adelaide hospital and he was a long way from his home in Quorn during hospitalisation.

Rod was the sole breadwinner for his family. With a wife and two young children, he was very worried about how they would cope if he was no longer able to work. Rod turned his worry into determination and it was a powerful motivator throughout his rehabilitation and recovery. His goals were to learn to walk again before his three-month-old baby started walking, to return to work, and to earn his own money again.

He broke his rehabilitation down into manageable pieces. Starting with a large walking frame (not easy with a fractured arm) Rod walked two steps from the bed then back. Gradually Rod increased his distances, and within two weeks, with the same frame, he walked down the hall and back. After three weeks he graduated to a lighter frame. Then two months later, he progressed to a walking stick. Since October last year, he has been walking independently.

During the rehabilitation process, Rod finally returned to his family and home base in Quorn. He still regularly commuted from Quorn to Adelaide or Port Augusta for doctor and specialist appointments, however, with the well planned and coordinated program, Rod was able to access many services closer to home.

The rehabilitation process took a lot of perseverance and patience, something Rod believes he has more of since the accident. Together with his determination, and the support of his employer, his family and his friends, Rod returned to work on partial duties in February 2011.

Safety is now even more important to Rod. His accident is a constant reminder to him and his work colleagues that even things that have been done many times before can be hazardous and cause significant injury.

"There are many great things about being back at work, earning your own money, supporting your family and the only thing that beats the feeling of being back and having a beer with mates after a long shift, is returning home," says Rod.

Ruth Pfeiler — DECS Murray and Mellee

When 62-year-old regional curriculum consultant and grandmother, Ruth Pfeiler, slipped on an icy pathway at the UNESCO Peace Centre in South Korea, she knew something was terribly wrong. She couldn't find her kneecap anymore.

With a snapped patella, she was taken by ambulance to a Korean hospital where she stayed for three days. She immediately realised the gravity of the situation — she was in a foreign country where English was not the language and she knew very little Korean. Plus she had no understanding of the South Korean health system.

UNESCO officials provided her with a Korean interpreter who helped her negotiate between the Korean and Australian specialists and the Department of Education and Children's Services (DECS) for her return to Adelaide for surgery.

Ruth was determined to recover from her injury, she was self-motivated and refused to give up. She always enjoyed her work and found working closely with others and seeing goals achieved very satisfying. Keeping in touch with colleagues meant there was less to catch up on when she returned to work in the coming term.

The shock of going from being an independent person who looked after others to being incapacitated had a huge impact on Ruth, who has always been very healthy. Her role with DECS required a high level of commitment to a range of stakeholders and one of her main concerns was that she might not be able to meet those commitments and may have to rely on others to complete projects.

"When much of your work is research, communication, thinking and problem solving, suddenly moving from that to focusing entirely on your physical repair and rehabilitation takes some adjustment and patience," says Ruth.

Throughout her convalescence, Ruth continued to work from home, sending resources, plans and other materials electronically and having online discussions. This meant her work continued despite her immobility. She was able to meet with people in her own home and continue to provide input, and that helped her stay connected with her workplace and colleagues. It also ensured others could keep going with their own projects.

Getting back to the normality of her work life was a big motivator for Ruth. At a time when she could have been thinking about retiring, Ruth persevered through her rehabilitation and is now back full-time.

Ruth says her case manager was empathetic, which helped her to achieve her goal of returning to work on pre-injury duties and feeling confident and well supported in her journey. She says she feels useful and productive and is enjoying participating and communicating in an environment that is familiar to her, and one that affirms she is valued and was missed during her recovery.

"After many years in schools where we have done OHSW, I am now critically aware of the importance of work safety — from a preventative perspective and also for the people who have limited mobility or are recovering from any level of injury," says Ruth. "I have far more empathy and an absolute respect for others who have had injuries that have impacted on their lives."

Andrew Toepfer — Bidvest Adelaide

Andrew Toepfer thought he would always be a store person. It wasn't until a freak accident in the workplace happened, that his life changed forever. He was performing a routine task, reversing a stand-up forklift down a ramp, when it tipped over and crushed his right leg.

The injury resulted in complications including a severed femoral artery, which could have been fatal. The seriousness of the injury prevented Andrew from walking and he was confined to a wheelchair, unable to shower or dress unassisted. He was determined to regain his independence.

At the time of injury, the first person to arrive on the scene went into shock. So it was Andrew (who was also the company's first aid officer) who coordinated his own rescue. He instructed other staff members to call an ambulance, get the first aid kit, stop the battery acid from running onto his leg, and get another forklift to remove the one that was crushing him.

Despite the seriousness of the injury, Andrew applied himself to his rehabilitation with determination and a sense of humour, which helped speed up his improvement in function and ultimately his return to work.

A rehabilitation and return to work plan was developed with the cooperation of doctors, specialists, allied health providers, his case manager, and employer Bidvest, and he set about returning to work.

"His willingness to try new exercises without complaint and with determination has been infectious to our other clients who see Andrew as a role model in regaining function after injury," says physiotherapist Rick Beal, who supported Andrew's physical rehabilitation.

The support he has been given by both colleagues and management, and the assistance of his family has seen him return to work on partial duties 18 months after his near-fatal accident. Andrew's success in the new role with Bidvest, for which he eagerly retrained in both computing and office skills, shows how when someone puts their mind to it, they can move to a different area of the same business and be a success.

He currently works two days a week for three hours, and he is using his computer and office administration skills to move the company forward. It is unlikely he will ever be able to drive a forklift again.

Andrew is also working towards regaining his driver's licence which will give him even more independence. Andrew says his motivations for rehabilitation are his family, wanting to earn his own living, and the desire for normality. His other aims are to work fulltime, to play sport with his sons and to walk without crutches.

Bidvest has shown support for Andrew throughout the healing process, encouraging him with his rehabilitation program and keeping in close contact. Andrew says the support of his family, friends and colleagues have got him through. He says he hopes it has created more safety awareness within the workplace.

He has regained his confidence and is looking forward to getting back to some normality in his life.

Kenlen Seeds — Tim and Bruce Schultz

When a clover harvester ran over a worker at Kenlen Seeds at Naracoorte, owners Tim and Bruce Schultz did everything they could to support him, making changes to safety procedures and assisting him back to health and work.

His injuries included a broken neck, soft tissue injuries and a heart condition — the accident came close to being fatal. The worker's medical treatment has been complex, intense and is ongoing. Despite this, the worker has been determined to get back to work as quickly and safely as possible. Tim and Bruce believe this is because he finds his job satisfying and enjoys the workplace environment.

Kenlen Seeds is a small business, employing only four staff members, so when one is injured, the impact on the business is substantial. One of the big challenges for a small business in this situation is to find suitable duties for an injured worker while they recover sufficiently to return to their pre-injury role.

Throughout the rehabilitation process, the worker maintained a positive outlook, which was reinforced by the measures taken by Kenlen and the rehabilitation team to accommodate his restrictions when returning to work.

One of the advantages of being a small team is the feeling of family and loyalty it can inspire. Tim and Bruce see their workforce as members of their family, so they did their utmost to see their injured worker and his family were looked after.

They created safety signage to remind staff to remove keys from vehicle ignitions prior to maintenance, to help stop a similar injury occurring in the future. Once the worker was able to return, an air seat was organised for the truck, making sitting in the truck more comfortable for him. They also found new methods of monitoring grain levels so he wouldn't strain his back.

So keen was the worker to return that during his rehabilitation he would visit the farm and have other workers drive him around to see what was going on. He would ring in regularly and his employers would telephone him and his wife to make sure he was progressing well. Keeping the contact between workplace and worker was very important to this recovery process.

Regular on-site meetings were held with the case manager, as were meetings with the worker's GP and other members of his return to work team. Through this process Tim and Bruce have gained a greater understanding of workplace injury and how the Workers Rehabilitation and Compensation Scheme works.

Today, the worker is not quite back to full-time, but he is extremely keen to be at work. "We find ourselves having to send him home because he's pushing himself too much!" say Tim and Bruce. "You only get this sort of work culture from being loyal and caring employers that value each employee for their strengths and work with them to achieve a common goal."

Kanga Poultry Cleaning — Phil Rew

Instilling a 'no blame' culture at the workplace at Kanga Poultry Cleaning is just one of the ways the company helps injured workers return to work. The company is prepared to sacrifice efficiency to accommodate injured workers' needs and help them get back to work more quickly.

Showing empathy for an injured worker and ensuring all staff foster that approach reinforces the 'no blame' culture. Business owner Phil Rew conducts meetings at his home or that of the injured worker to ensure the worker is feeling at ease. The meeting enables Phil to discuss any aspects of the return to work program with the injured worker in a non-threatening and relaxed environment.

Kanga Poultry Cleaning provides cleaning services to the food industry and early intervention is a key to their success. Acting quickly when an injury occurs and maintaining empathetic and caring contact helps the worker feel connected with their workplace. Kanga encourages their clients to adapt the workspace to accommodate new safety measures such as installing lighter hoses so cleaning requires less straining and results in fewer injuries.

"We have supported any workers feeling stressed or harassed and have counselled those whose actions may have caused it," Phil says. "In the case of one worker we found her lighter duties she could handle while recovering, placed her in an entirely different section with new workmates and a new supervisor to decrease her stress levels ... and teamed her up with one of our friendliest workers."

Phil works closely with rehabilitation consultants, case managers and other professionals, listening to ideas and implementing changes as they are needed. Case Manager Samantha Cowan says, "[Phil is] very open to new ideas Éwith alternative duties and strategies to achieve the ultimate goal of return to work".

Implementing these measures together with providing one injured worker with meaningful tasks which gradually increased to her pre-injury duties meant the worker eventually returned to her pre-injury role. Throughout the process, Kanga reinforced that her injury and need for changed duties were not her fault and that they were there to support her back into her pre-injury role.

During her time recovering they maintained contact with the worker through email, telephone and face-to-face meetings. Phil still checks on her from time to time to see how she is going.

And Kanga Poultry Cleaning are also careful to make sure staff members know injury prevention in the workplace is everybody's responsibility. They have appointed safety officers who meet weekly to discuss safety issues and promote safe work practices.

By making changes to the workplace to accommodate injured workers, Kanga Poultry Cleaning now enjoys staff morale which is at an all-time high. They have proved through their actions that they value their staff and will go the extra distance to ensure they are returned to work safely and in a timely manner.

Joe Peplinski — North South Central Freight Lines

Managing Director of North South Central Freight Lines (NSCFL) Joe Peplinski wishes his business was ten times bigger so he could help ten times as many injured workers back into the workforce. Over the last ten years he has supported at least seven injured workers to return to work at his small business.

The culture he has developed within his company is one in which injured workers who have been deemed 'unemployable' by others are welcomed, nurtured and have their needs considered in relation to the needs of the business. Whether it is through WorkCover's RISE program or through another avenue, Joe makes it a priority to give an injured or disabled person a go.

He believes as an employer it is his social responsibility to help long-term unemployed people and people with a workplace injury get back to work, and he has numerous success stories in this.

Take for example Tom who, before joining NSCFL three and a half years ago, endured nearly seven frustrating years out of the workforce as a result of a broken hip and subsequent hip replacement surgery. His injury and physical limitations meant no-one before Joe would give him a chance.

He started with a six-week work experience placement which quickly grew to 10 weeks, and then turned into a casual, on-call paid position. Today Tom works as many hours as he can and his life has changed for the better.

"If it wasn't for Joe, I don't really know where I would be ... I am now working as many hours as I can physically manage thanks to Joe Peplinski," he said.

By being mindful of the needs of the injured workers he employs, Joe has been able to achieve great things. He has an almost 100 per cent attendance rate, which he credits to the flexibility and understanding he shows his employees and the support he receives from them in return.

Joe acknowledges extra work was initially required to accommodate new staff members, and that creating roles to match their capabilities could sometimes be a challenge, but in doing so he and his team have created a safer and more productive work environment and a culture of acceptance and understanding.

"Our site at Gillman hasn't lost a single minute of productivity because of a workplace injury," Joe says.

Another of Joe's team, who was employed under WorkCover's RISE program, has just celebrated her tenth year with NSCFL. Welcoming an injured worker into a new business has advantages for everyone. For the worker, their dignity and feelings of self-worth are restored, and the employer gains a member of staff who is committed to working and to making the most out of the opportunity.

NSCFL is a great example of genuinely assisting injured workers get back to work and of how it has paid off for them. Joe says injured workers wanting to return to the workforce, particularly those who have been unable to secure employment for an extended period, are eager to learn and grow when given the opportunity. He is proud of his employees and of what they have achieved together.

Though he was initially hesitant about taking on that first worker more than ten years ago, he has since factored work hardening/experience with the probability of employment into his strategic planning.

He genuinely wants to help injured workers regain their belief in themselves and become contributing members of society. "Overall we have created a safer workplace just because we have always been used to having previously injured workers on the premises ... we share the responsibility of keeping work training participants safe ... our workplace is safer than it otherwise may have been if we did not have the program," he said.

Forestry SA — Emma-Kate Thorpe

Forestry SA is a self-insured employer that leads the way in injury prevention and injury management. Using a holistic approach the organisation has found communication and consultation are the keys to successful outcomes.

This high-risk industry employs a variety of staff from planters to pruners, nursery staff, machinery operators, and scientists. Forestry SA promotes a culture in which good relationships between management and employees across the organisation means injured workers feel safe and valued.

A culture of mutual respect is fostered in which communication is open and people are respected for the roles they play in the organisation. Through the support from senior management, Forestry SA is able to achieve positive outcomes for injured workers.

Senior HR Coordinator, Emma-Kate Thorpe, promotes a balanced view regarding both the injured worker and the organisation, helping to achieve outcomes. This is supported by local Forestry Union Workers Compensation Advocate, Les Birch, who says, "she displays a neutral position between the employer and employee and consequently she achieves a reasonable balance between the parties".

Forestry SA engages all staff members in the injury management and occupational health and safety process through regular updates in staff meetings, with newsletters, surveys and additional training.

Early reporting and early intervention is a key focus, and an integrated claims management system is in place to support this. Staff awareness programs such as 'Take 5' and 'Safe Behaviour Observation' help reduce the incidence and severity of injuries.

All workers' claims are assessed within two days of being lodged, which means workers are engaged in the process from the beginning and Forestry SA's commitment to recovery and return to work is clear.

Ben Williams, from Physiotherapist Northcare in Mt Gambier confirms Forestry SA's caring and engaged approach following a workplace injury. He says, "employees who are unfortunate enough to suffer injuries as a result of employment in the Forestry SA workplace have been afforded the relief of knowing that their claim is managed in a sympathetic, professional and best practice manner".

Forestry SA has recently trained two additional rehabilitation and return to work coordinators located at depots away from the head office. This allows for greater support of workers in their local area and swift action in the event of a workplace injury.

Housing Industry Association (HIA) — Rick Little

The Housing Industry Association (HIA) employs approximately 190 people across multiple sites, including large number of apprentices.

The apprentice arena is particularly complex because workers are often under 18 years old and need their parents to negotiate on their behalf. Added to that is the high-risk industry in which the HIA operates — the building industry, and that the HIA is a representative organisation rather than the host employer.

The HIA has found that early intervention has significantly reduced the number and severity of claims in recent years, an approach overseen by Rick Little, National OH&S Manager — HIA Apprentices. The company focuses on what the injured worker is able to do, rather than what they are unable to do, finding suitable host employers for every worker.

By thinking laterally HIA has been able to provide job placements for injured workers in different parts of the industry, using already established contacts, and ensuring that redeployment provides meaningful work for the injured worker.

For example, the HIA negotiated a work hardening placement through one of its hardware suppliers, where an injured worker returned to the workforce in a different capacity, thereby keeping the worker connected with his previous workplace.

In another case, the HIA negotiated with a timber supply company to redeploy an injured apprentice to a traineeship in building estimates, enabling the worker to remain in the building industry but in a different area.

Through managing injuries more efficiently, HIA has been able to reduce their numbers of claims, income and rehabilitation costs. In the past year every injured worker has recovered and either returned to their pre-injury role with their pre-injury employer, or been redeployed to another company.

Overwhelmingly early intervention, risk minimisation and an ability to look beyond the injury have resulted in better remain at and return to work outcomes for HIA and its apprentices.

This is supported by Employers Mutual Case Manager Danielle Boyer who says, "apprentices returned to paid employment and felt supported throughout the process, knowing that their employer was there to help them whenever they needed it".

HIA works with apprentices and host employers to manage claims and to make sure the return to work process, either to a pre-injury role or a new role, is beneficial to both the worker and employer.

Eldercare — Christine Pelvin

Aged care provider, Eldercare, recognises the importance of early contact with an injured worker, and that maintaining contact achieves excellent return to work outcomes. This is supported by Christine Pelvin, the Injury and Claims Consultant at Eldercare.

Eldercare schedules monthly meetings, including general managers and the CEO, in which claims are reviewed and strategies for return to work are discussed. In 2011, they established an OHS Senior Steering Committee to oversee all occupational health and safety and injury management plans.

The organisation has 12 sites and 670 staff across South Australia in a high-risk industry. Keeping staff healthy is a high priority, as is encouraging safe and timely return to work. Annual manual handling training is mandatory, with training days mapped out well in advance.

Eldercare has introduced a Yearly Health Program as an incentive for staff to stay healthy. Benefits include $100 for any health program undertaken, free massage, chiropractic and physiotherapy services, quit smoking programs and provision of pedometers to encourage activity and mobility.

In the case of injured workers, ensuring they know they are valuable to the organisation usually leads to speedy recovery and return to work.

In the case of a female injured worker, who tripped and fell heavily, fracturing her right femur, the residential site manager sat on the floor next to her until the ambulance arrived to take her to hospital. From there Christine followed the ambulance to the hospital and waited with the worker until her daughter arrived. She then explained the rights and obligations of the injured worker to her daughter.

On discharge from the hospital, the injured worker stayed at her daughter's home to recuperate. As her daughter's home had no landline phone, Eldercare provided the injured worker with a telephone so she could keep in contact with them, her rehabilitation coordinator and those around her who provided support.

"My experience (initially as a reluctant participant) in the workers compensation process at Eldercare has been positive throughout," said the injured worker.

Eldercare goes out of its way to be proactive, with early intervention, and meaningful assistance to injured workers and their families. Being mindful of the biopsychosocial factors that affect return to work and ensuring relevant specialists, practitioners and support people are involved in the recovery process plays a big part in the recovery of an injured worker.

Warrina Homes — Matthew Cragg

Retirement and aged care provider Warrina Homes has achieved a reduction in workplace injuries from five per cent to less than one per cent in this high-risk industry which is known for high numbers of workers compensation claims.

Chief Executive Matthew Cragg says Warrina Homes' main goal is to see workers back on duty safely and effectively. This has been achieved through education and through maintaining good communication between WorkCover, Employers Mutual, the rehabilitation consultant and the injured worker.

Personally greeting an injured worker for each shift of their graduated return to work plan and maintaining regular phone and email conversations has been important. Warrina Homes also use a computerised system that streamlines the processing of paperwork and claims information.

"Regular face-to-face meetings and dialogue between the employer, injured worker and rehab consultant is the key," says Matthew.

Working closely makes it easy for Warrina Homes to modify equipment and work practices so injured workers can return to their pre-injury roles easily.

Warrina Homes has also introduced strategies and practices to help reduce workplace injuries, including a 'warm up' exercise checklist, which is placed in every handover folder so staff members are encouraged to limber up prior to performing residential care activities. They have also made modifications to the laundry area and reallocated laundry workloads from a five-day to a six-day roster to reduce injuries.

Physiotherapy consultation sessions are also provided to the staff free of charge, and include injury prevention and management information. Warrina Homes' approach is supported by Michelle Gorgula, a workplace rehabilitation consultant, who says Warrina Homes, "cooperated with other providers undertaking assessments at the workplace and demonstrated flexibility with the existing work practices in order to accommodate a worker". The changes to the workplace at Warrina Homes have been a great success and Matthew has been asked by his peers to share what he has learned about reducing workplace injuries.

He believes keeping the communication channels open and being open to change and improvement are vital in a successful return to work of an injured worker, and in the long-term strategy for keeping workers safe from injury.

Robert Redpath and GM Holden

After a workplace injury, injured workers who maintain contact with their co-workers and their employer are often more successful in returning to work than those who disengage.

This was certainly true for injured GM Holden worker, Robert Redpath.

After injuring his back while working on the production line at Holden some years ago, Robert continued working in his usual role. Then, after lifting a heavy tub (17.3 kgs) from floor level late last year, a task he did repeatedly throughout his work day, he sustained another back injury. Diagnosed as a disc protrusion and nerve root irritation, the injury kept him off work for three weeks.

Robert was overwhelmed by the desire to get back to work, because for him, remaining at work meant keeping his life normal.

Three weeks after the injury, he was back at work in a limited capacity for two hours each day. Strong medication prevented him from performing his pre-injury duties so he worked with his injury management associate, Katrina Lindsay, who negotiated part-time on-line and part-time off-line duties to form a graduated return to work plan.

That said, he faced many challenges such as the overwhelming pain he experienced when bending to get dressed and when he tried to drive. Again he worked with Katrina to find ways around these difficulties. GM Holden provided him with cab charges to get to and from work, and to see his health providers when he couldn't drive.

Robert and Katrina worked with his health providers, slowly increasing his hours and duties. At the time, Robert's doctor believed he would take six months for a return to his normal duties. Robert is proud to say he, "was able to achieve this in just two and a half months from the date of his assessment".

After the accident Robert and Katrina undertook an 'incident investigation' to address the issue that caused his workplace injury. After much discussion they found solutions that would prevent a similar injury from happening again. A new system of work was introduced which changed the process from having to lift the heavy tubs from floor level and load them onto a machine, to having a lifter and decanting parts into the tub at waist height. This significantly reduced manual handling and load for the operator.

By effectively remaining at work, Robert was able to maintain contact with his work colleagues, and show them that although he was injured, he could still contribute in a meaningful way to the workplace. Katrina credits his positive attitude and continuous connection to his workplace, as well as his employer's active demonstration of a commitment to improve workplace safety, as helping him remain at work.

"Robert made a consistent and speedy recovery and return to work. He surpassed all expectations in relation to his recovery timeframes and was dedicated to managing his injury in a positive manner," Katrina says.

"This is an excellent example of a successful return to work and I will use this example as a tool to educate all of our injured workers on the power of a positive attitude and focus on return to work," she says.

James Munt and D & R Electrical

Apprentice electrician James Munt was up a ladder helping another electrician install 3 phase power to a spray booth, when he came into contact with a hidden live junction box. The electric shock was so strong it threw him backwards with force, dislocating his shoulder.

In a lot of pain, James was rushed by ambulance to hospital where his shoulder was treated and he was instructed to rest and participate in physiotherapy. Within a week James was back at work on light duties installing power points and smoke detectors.

His employer D&R Electrical have been supportive of his rehabilitation, giving him light duties initially with the progression back to full duties over time, and allowing him time off to attend physiotherapy appointments.

In addition James' family keenly supported his return to work. His mother says the support provided by his employer was excellent and that his employer kept in contact with the family, discussing the return to work plan and how it was being implemented. James was made to feel valuable to the organisation which she believes aided his recovery.

As a young apprentice it came as quite a shock that he suffered a workplace injury. Like many young people James thought himself invincible. He now uses his personal experience to create awareness of workplace safety and to influence his peers.

His accident has resulted in a change of culture throughout the organisation and workers are now more aware of safety and the ways they can stay safe at work.

As a result of the accident, James has been able to work with his employer to improve safety in the workplace, including instigating a policy where all work dealing with concealed wires must be undertaken in pairs. James sets an example for safety awareness that has been taken on by his colleagues.

James worked hard to get into an apprenticeship and was keen to hang onto it and get back to work as quickly and as safely as possible. He worked with his rehabilitation provider and his employer to ensure this happened. He understands how lucky he is to have an apprenticeship and has found a new appreciation of this since the accident.

James was highly motivated to remain at work and continue with his apprenticeship and was keen to get back to his Country Fire Service (CFS) duties and mates. James' nomination was fully supported by his employer, Craig Haysman.

Andrew Telfer and Fielders Steel Roofing

Within two weeks of completely rupturing his bicep tendon, machinist Andrew Telfer returned to work at Fielders Steel Roofing, albeit in a different capacity.

Injured while performing a task he had performed many times before, Andrew slipped emptying a scrap waste bin, losing his balance and incurring a severe forearm-to-elbow injury.

Andrew immediately sought assistance from an onsite first aider who helped with an ice pack and arranged transport to the work clinic. He stayed with Andrew, talking with and supporting him through the process. Four days later Andrew had surgery to repair the tendon.

He was so keen to get back that he went into work before his surgery to find out what his duties would be on his return. Andrew was initially disappointed that he was no longer working on the shop floor, but soon embraced the opportunity to retrain. "Being the type of person who likes to learn new things, I didn't really see it as sacrifice," he said.

Andrew found self-care a big issue — suddenly he could no longer dress himself, prepare his own meals or go from place to place without assistance. Relying on friends to help took its toll and Andrew became depressed.

Fielders, his employer, went out of their way to be supportive, working cooperatively, assisting with taxis to and from work until he was fit to drive, and organising someone to help with gardening and housework. His employer and colleagues stayed in touch and Andrew says, "the home visits were invaluable, as was the emotional support from friends".

Rehabilitation consultant Karen Bastian did a workplace assessment to determine whether Andrew could return to his pre-injury role, but it soon became clear that this wasn't possible. Maintaining the lines of communication between Andrew and Fielders made his return to work in a newly created role so much easier.

"[Andrew's] commitment to achieving the best possible outcome was a credit ... [he] is now an integral stores team member and has a willingness to improve his skills and the workplace," said Peter Overall, Fielders' Despatch Manager.

Andrew was motivated by the idea of being part of a team, sharing the workload and a sense of achievement, all of which all contributed to his sense of self worth. He now uses his experience to assist others with workplace injuries and to educate his colleagues on workplace safety.

The support given to Andrew by Fielders, his colleagues and those around him, together with his determination, resulted in his remaining at work.

Natalie Bottroff — Natalie Bottroff and Associates

Health and rehabilitation expert Natalie Bottroff is the director of Natalie Bottroff & Associates, and has a reputation for being able to manage even the most complex work injury claims. She helps injured workers across South Australia with injuries such as chronic pain and mental illness.

Natalie's approach is to treat the whole person rather than the injury in isolation. By looking at biopsychosocial factors and calling on relevant specialists and practitioners to aid in return to work, she has achieved outstanding results.

In 2010 Natalie successfully returned 17 injured workers with complex injuries to the workforce. By setting small achievable goals, Natalie breaks the injury and surrounding issues down, so targets can be met and problems eventually overcome.

"Natalie ... was always available to talk to, even on weekends and made every process throughout my rehab seem easy and straightforward," said injured worker Rod Filsell.

Her 'on call' policy means she's there when her clients need her, rather than leaving things until normal business hours (which could be two days away). In this way she often mitigated issues before they became major problems.

Many clients she sees have low level functionality in a range of activities, including basic home activities. While mental health occupational therapy is used in hospitals and other settings as a matter of course, it was Natalie who recently introduced it to the Workers Rehabilitation and Compensation Scheme in South Australia realising great results.

One of her clients, a correctional officer, was hospitalised with severe depression and her GP and employer believed she would never return to work. Natalie met with the client regularly to set small achievable goals, gradually setting more complex goals. The worker has now returned to her pre-injury role as a correctional officer with her pre-injury employer.

For another client, a single father of three, she arranged for his employer to fund 10 weeks' paid leave for the children's grandmother to care for the children while he recovered from his injury. This took the strain off the injured worker enabling him to recover more quickly and return to his pre-injury role.

Natalie collaborates effectively with everyone involved in the injured worker's recovery and return to work. She involves family and friends in the rehabilitation of an injured worker, negotiating innovative solutions with their employer.

"I believe she should be recognised as someone who fully understands, acknowledges and addresses the complexities of rehabilitation in a compensation system," said Lyn Hodge, Manager Injury Management, SAPOL.

Mary Saloniklis — MSVS Consultancy

Anyone who meets Mary Saloniklis immediately notices the passion with which she goes about her work. A rehabilitation provider for the past 22 years, and director of her own company, MSVS Consultancy, Mary provides service to injured workers across South Australia. She helps them find innovative solutions and education programs to improve their return to work journey.

Over the past year Mary has personally helped 45 injured workers get back into the workforce and her company has assisted another 180 people get back into work. In addition to this, as professional development manager supervising other workplace rehabilitation providers, she has assisted 94 people return to work during the past year.

Mary uses a biopsychosocial approach to injured worker return to work planning. She takes the time to listen to concerns and work out solutions to issues.

She examines the barriers to return to work and is developing a model to assist with diminishing these barriers. This model looks at communication in the workplace as it relates to supervisors, teaching them how to foster open communication between them and their staff.

She is a strong advocate of Dr Richard Pimentel (well known disability and return to work advocate) and has negotiated the rights to use his 'Windmills' program which helps transform attitudes to people with disabilities in her work.

In addition, she has developed a peer support program to assist injured workers with attitudinal healing. Mary meets with supervisors and managers to educate them on the importance of communication and attitudes in the workplace and their relationship to the recovery and return to work of an injured worker.

One injured nurse was fearful of what her colleagues and managers would think of her returning to work on a graduated work program. Mary liaised with colleagues and managers to explain the reasons for the graduated return to work and this gave them a better understanding of the situation. In turn they showed empathy to the injured worker. The injured worker was able to complete her graduated return to work and is now back in her pre-injury role doing pre-injury hours.

Another example is an injured worker who mistook a supervisor's comment. The worker was deemed severely depressed and unfit for work. Through coordinating a meeting with the supervisor, together with the rehabilitation and return to work coordinator, Mary was able to discuss the worker's fears. Together they formulated a plan, consulted with the injured worker, and worked together to ensure the worker returned to work with ease and dignity.

Mary is in constant contact with case managers to ensure workers' needs are being met and that programs for return to work are being implemented and acted upon. She is always looking for areas for improvement and ways she can assist injured workers and the rehabilitation industry to continuously improve the way rehabilitation is undertaken within the South Australian Workers Rehabilitation and Compensation Scheme.

She has partnered with the Job Bureau to help organisations prevent workplace injuries and to be proactive with injury claims management. Using the JobFit System, software that compares worker capabilities to job demands, she is able to help employers make decisions about job placement, suitable duties, health monitoring and other risk management activities.

Mary enjoys a reputation for excellence within the workers compensation arena.

Richard Oborn — Gazebo Psychology

Richard Oborn is a psychologist with a difference. He works closely with Peter Roberts the physiotherapist and co-principal in the Paragon Pain Program, to present group therapy programs to injured workers on pain management techniques that help them remain at or return to work.

Richard is on-call to patients, providing his mobile number for telephone and SMS contact. By making himself available to injured workers outside of business hours, he is able to help them deal with issues as they arise.

Peter Roberts attests to this saying Richard, "has, on several occasions, undertaken services to support distressed injured workers well beyond expected professional service levels of a psychologist. This includes making himself contactable and providing counselling and therapy well outside normal consulting hours."

Over the last year Richard has worked with approximately 80 WorkCover clients, including 32 new referrals. He states that his return to work rate is approximately 50 per cent.

One of the keys to Richard's success is his ability to work collaboratively with others to achieve workable and positive outcomes for injured workers. Dr John Bastian chooses to refer his patients to Richard because he is confident they will be provided with, "empathetic, persistent and therapeutically appropriate assistance," and that he is, "consistently aware of the need to achieve rehabilitation goals ... and they are based on sound personal adjustment."

One example of his work is when an unskilled sole parent and injured worker presented as having been away from the workplace for 125 weeks. She had little expected return to pre-injury work, and even fewer prospects of returning to her pre-injury employer. With two children, she was having difficulties making ends meet, had no savings and expenses equalling low income support.

Richard helped the woman by writing a letter in her support to Housing SA for accommodation and another for a disability support pension. He helped her gain access to community resources such as financial counselling, child respite and holiday care and various other support groups. He then suggested avenues for the injured worker to pursue to retrain in an alternate industry.

Richard works effectively with doctors, case managers and rehabilitation providers, as well as with injured workers. He has been involved in the development of workers compensation strategies and he advocates for programs for his clients.

Injured workers who have contact with Richard are assured of a proactive approach to their welfare. He advocates on their behalf and works tirelessly to make a difference in their lives. Richard works towards helping his clients achieve the goal of returning to work in a meaningful way. Clinical Psychologist Marie O'Neil AM says Richard has, "a positive cheerful style which gives his clients confidence."

Corinne Spadotto — Australian Workplace Injury Consultants

Rehabilitation consultant and registered nurse, Corinne Spadotto, believes sharing expertise and effective communication are vital to the rehabilitation and return to work process. She is a regional rehabilitation provider, and has operated out of Mt Gambier for more than six years.

She believes her nursing background gives her a greater depth of understanding when it comes to workplace injuries. Over the past 12 months she has worked with over 50 clients and returned more than 30 of these to meaningful employment.

Remote locations bring their own set of challenges, which are well understood by those working and living in those areas. One of the major challenges people face with workplace injuries sustained in the region, is a limited availability of services, both in quantity and range of services.

Corinne has worked hard to improve the accessibility of services in the area, developing a specialist services register. During her six years as a rehabilitation consultant, she has developed excellent working relationships with local employers, health professionals and injured workers.

She found a solution for one injured worker who had a seemingly impossible problem. The worker's foot had been crushed in a workplace injury in 2003 after which time he was deemed unfit for work for long periods because a sore on the foot would not heal. In July 2010, on seeing the injured worker's foot, Corinne organised for a referral to an orthotist who developed a special boot for him that relieved pressure and meant he was able to resume work.

The worker said the best thing for him was being able to go bowling with his children and start to regain his fitness and his life. Corinne achieved this relatively simple solution by adopting a 'don't give up' attitude.

Corinne collaborates with other professionals to find solutions to particularly challenging client injuries. Dr Clair Thompson of Millicent says, "I can trust that when Corinne is involved with a patient she will see the whole person, not just the injury".

Corinne is a communicator and a collaborator and has a reputation for seeing injured workers back to the workforce. From injured cleaners to injured farmers, Corinne implements return to work programs that ease workers back to their pre-injury work or into other more suitable work.

One full-time working single parent says Corinne, "introduced me to avenues I didn't even know were available to me, little things such as housekeeping and laundry services ... she was the human face to a very real problem. Her assistance in getting me back on my feet and into the workplace has been invaluable".

Verity Strauss — Beckmann and Associates

Working in a regional area comes with a unique set of circumstances and for the Port Lincoln aquaculture industry this is certainly the case. Verity Strauss, the rehabilitation consultant from Beckman & Associates, knows this well.

Aquaculture workers and employers have at times been sceptical that workers compensation recipients aren't pulling their weight. Verity has worked hard to dispel this view. She works face-to-face, training local employers and employees to adopt a no-blame culture in relation to workplace injury.

Verity goes the extra mile at work, striving to provide service similar to that of her city counterparts although she has fewer resources from which to draw. She consistently achieves higher than industry standards for return to work and is always looking for new ways to achieve even better results.

Working with local health care providers and trying to understand their perspectives, also helps return injured workers to work. Physiotherapist Ally Russell says her team "greatly appreciate that [Verity] always has a good working knowledge of active cases ... the interaction and exchange of ideas creates a whole effect that is greater than the sum of its parts".

Verity believes listening is a large part of the solution in any successful return to work outcome. This involves listening to each party to find out how the outcome could be achieved, and what measures they believe should be put in place to make it work. Having a great working knowledge of each client also contributes to successful return to work plans.

In one instance an employee of 30 years sustained a significant head injury which resulted in an extensive period of time with incapacity. The cultural, familial and religious values of the injured worker meant that he felt extremely ashamed to receive wages for work duties he wasn't undertaking. Verity listened to and talked with the worker in her own time, to understand his values before setting out to work with his employer to find suitable duties for him to undertake.

Together, Verity and the employer developed a set of tasks that enabled the worker to return to work on different duties which restored his sense of pride in earning wages to support his family. As the worker increased his hours and duties, he was eventually able to return to his pre-injury hours and duties and his sense of honour was restored. His employer also benefited, retaining the valuable skills and knowledge of a worker with 30 years' experience.

In another instance close to Christmas, Verity was able to organise flights and accommodation in Adelaide for an injured worker which included follow-up appointments with local providers on Christmas Eve, so the injured worker could be home with family and friends for the holidays.

Verity has the respect of stakeholders in the return to work process, from the injured worker, psychologist, to the specialist, and everyone in between.

"She is intelligent and commands an excellent rapport with both her clients, and affiliated professionals including other allied health personnel and colleagues alike. Above all her client's wellbeing comes first," says Samuel Olaiya, a doctor at Lincoln Medical Centre.

It is this respectful approach, focusing on the needs of the injured worker, their family and the employer, that helps make finding solutions for injured workers.

Kerry Wiese — JBS Australia

Bowen therapy and massage are not words you would expect to hear in relation to the abattoirs at Mundulla, near Bordertown, in country South Australia. But Rehabilitation and Return to Work Coordinator Kerry Wiese, from JBS Australia, has introduced them into her workplace with great results.

Abattoirs are traditionally male dominated workplaces and, in this instance, many employees are also from a range of multicultural backgrounds. Coupled with the abattoir's location — a small country town — Kerry has her work cut out for her.

Translators and interpreters are used frequently at Kerry's request. Documents are often translated into a range of languages to help workers who speak English as a second language, to understand workplace procedures and injury management and return to work plans better.

"I have had injured workers return to work schedules translated into their own language so they completely understand their obligations, duties and other vital information about their schedule," Kerry says. But she goes further than that, organising interpreters to attend case conferences with professionals such as physiotherapists, occupational therapists and doctors, relaying the information in the injured worker's own language.

Another of the areas where Kerry has made great progress is in being available to injured workers. Working in a small country town, where most people know each other, it is easy for Kerry to be accessible to workers out of business hours. Instead of issues being left overnight or over the weekend to potentially deteriorate, this encourages communication and issues are quickly resolved.

In one example, an injured worker approached Kerry out of hours because he was worried his wound was getting infected and wanted Kerry, who is also a registered nurse, to take a look. Kerry advised the worker of what he should do, and followed up with him the following day at work.

In another example, an injured worker was following a treatment plan properly, but at one point felt it was no longer working for him. On consultation between the injured worker, the doctor and Kerry, an alternative treatment plan was agreed upon. The injured worker is now progressing rapidly thanks to the new plan. He is back at work in his pre-injury role doing his pre-injury hours.

Using educative tools in a range of languages, Kerry has been able to significantly shift the culture within the organisation.

Injured workers no longer feel there is a stigma attached to making a WorkCover claim and co-workers better understand the challenges that injured workers face.

Working together with managers, supervisors and injured workers, Kerry is able to negotiate alternative duties if necessary, as well as a clear return to work plan for the injured worker.

Kevin Wilhelm, a local rehabilitation provider who works closely with Kerry says, "[she] has the gift that she seems to know every worker personally, and she can tell me what is happening with their claim and the issues that affect them. It is also obvious that the workers not only like Kerry as well, but genuinely respect her ... this is because she also respects them".

Eugenie Valero — Western Hospital

Eugenie Valero understands risk. As Western Hospital's Rehabilitation and Return to Work Coordinator and Risk Manager, she identifies areas of concern both within the workplace and for injured workers, and puts measures in place to ensure these concerns are addressed.

The stigma attached to employees receiving workers compensation was a key issue facing the hospital, as well as the fear among some staff of lodging a claim. To address this, Eugenie implemented an education program in which staff members are taught about workplace injury, and their rights and responsibilities.

A strong advocate for injured workers, Eugenie cares for and supports individuals, while formulating return to work plans that meet the needs of the worker as well as the needs of the hospital.

For example, an injured nurse who had a positive attitude to her return to work program was progressing well until a throwaway comment by another staff member caught her at a vulnerable moment. The nurse then became very negative and uncooperative. Through a series of meetings Eugenie identified she felt unsupported. To ensure her return to work wasn't compromised, Eugenie worked with managers and supervisors to identify a more supportive work area and the injured worker has returned to work and is recovering well on partial duties.

This instance triggered a hospital-wide education program relating to injured workers: how they felt; how they should be treated; and a reminder for staff that workplace injuries are no-one's fault. Eugenie regularly reminds staff of the importance of supporting injured workers in their return to work journey.

Eugenie checks in daily with workers on their return to work plans to make sure they are progressing and everything is in order. She also maintains weekly contact with those who are totally incapacitated, demonstrating concern for their welfare and maintaining the connection between the worker and employer which is critical to returning to work.

An injured registered nurse attests to Eugenie's approach, "[she] has a caring and compassionate personality. She has treated me with respect and empathy; which has been integral to my return to work". Eugenie recognises that maintaining contact with injured workers and assuring them they are valuable to the organisation helps them return to work.

She encourages communication with all staff through her open door policy. She says having a supportive management structure has enabled her to implement changes and procedures that make the workplace culture more positive and injured workers felt cared for and valued.

Western Hospital's CEO, Kathy Nagle says, "Eugenie is empathetic to the needs of all staff requiring coordination of their return to work program: [she] lends her knowledge willingly to WorkCover recipients in a respectful and friendly manner and [she] has succeeded ... in coordinating return to work participants with special skills in dealing with treating doctors".

Susan Worrall — Maxima Group

Maxima Group's Rehabilitation and Return to Work Coordinator Susan Worrall is committed to finding solutions for young injured workers in the labour hire industry. Over the last year she has worked with ten young people and their parents, eight of whom have recovered and returned to work, and another two who are still in the recovery phase.

Maxima Group is a labour hire company that has good connections with large and small businesses. They go above and beyond to support injured apprentices and their host employers manage their return to work process.

Once a workplace injury occurs, Susan usually meets with the injured worker (and their parents for those under 18 years) within a day of the incident occurring. At the meeting she explains the workers compensation process to the worker (and their parents) and how she will guide them through it.

Accommodating an injured worker's capacity in a host employer environment can be challenging. Working to understand the needs of the host and the worker are integral to a successful return to work outcome.

An example of this is an apprentice mechanic who had surgery on his wrist and was unable to perform many of his regular tasks. Susan worked with the host employer, negotiating modified duties for the injured worker who returned to the employer to train as a service advisor. In this way the injured worker was kept at work and busy learning new skills while he built his capacity to return to his role as an apprentice mechanic. This was meaningful to both the injured worker and his host employer as he was now able to be a relief service advisor when required.

Susan conducts regular risk assessments of workplaces to ensure host employers and apprentices are aware of the need for safe work practices. Regular assessments have reduced the number of incidents and Susan has nurtured a culture of return to work with her placement consultants, host employers and apprentices, helping to find alternative duties for injured workers.

In another example Susan was able to negotiate on behalf of a school-based apprentice who injured his lower back. By working with the host employer, the injured worker and the school VET coordinator, they found a solution that involved adjusting the height of benches and trolleys so the load on the injured worker's back was relieved and he continued with the traineeship and went on to complete his SACE certificate.

By using a collaborative approach and thinking beyond initial barriers, Susan has been able to achieve real results in this high-risk industry. Effective Australia's Chief Executive Officer George Hallwood says, "Sue works closely with key stakeholders to ensure rehabilitation strategies remain open, transparent and effective. Ongoing communication and collaboration are significant factors in Susan's success".

Tracey Flores — Employers Mutual

To case and injury managers, helping injured workers back to work is more than just a job, and for Tracey Flores, detached case manager at Employers Mutual, this is most definitely true. She shows how looking into an injured worker's life to see how their injury not only affects them but also those around them, is a key to a successful remain at or return to work outcome.

An example of this is the counselling Tracey organised for the children of an injured worker who received serious burns at work. When it comes to injured workers, Tracey sees it as her job to, "help them regain control".

Tracey managed 75 cases over the last year, maintaining regular personal contact with each injured worker, and helping 14 workers return to work. She is an active listener, making sure she has regular face-to-face contact which she believes is important in maintaining positive relationships with her clients.

Having a workplace injury can cause a worker to lose control of the life they have built up, and without the support of someone like Tracey they can find themselves in despair. As a case manager, Tracey goes above and beyond to assist injured workers by providing support, encouragement and helping them reach workable solutions enthusiastically.

"The more I know about the injured workers I manage, the easier for me to see through their eyes and have an understanding of what drives them ... an injured worker who is passionate about their return to work gives me the passion to help them with every tool I have," says Tracey.

From re-establishing a truck driver in a job he loves, to being a shoulder to lean on, Tracey demonstrates her commitment to her job. Grant Porter, a senior consultant at Applied Innovative Services, is impressed by, "her continued motivation to achieve a positive outcome despite any barriers that may arise. She is always available and willing to take the time to listen to all parties concerned".

Tracey herself admits managing cases can be challenging, but she is driven by the knowledge she can make a positive impact on others' lives.

Drawing on the expertise around her, and working in collaboration with the worker and other professionals, Tracey has been able to develop workable solutions for many people to re-enter the workforce, whether in their previous capacity or in a completely new role.

Of course none of this would be possible without the support of the employers who work with Tracey, the injured workers and health providers to put systems in place that help injured workers recover better at work.

Shane Oake — Employers Mutual

Case Manager Shane Oake hit the ground running when he started with Employers Mutual in March last year.

Charged with the task of clearing a number of unresolved claims, Shane worked tirelessly with rehabilitation providers and injured workers, examining cases and developing strategic and innovative solutions for return to work.

During his first year at Employers Mutual, Shane managed 148 cases and successfully returned 80 injured workers to work. Considering the high-risk environment in which most of his claims operate, this is an excellent result.

Shane's communication skills and genuine concern for his clients enables him to achieve return to work outcomes where others have been unable.

He believes moving claims on quickly, through continuous interaction with injured workers and providers, allows him to maintain his high level of service and at the same time reduces the likelihood of barriers to return to work occurring.

A good example of this is a claim Shane inherited when he commenced with Employers Mutual that had been open for almost two years. On review, he found the ongoing treatment the client was receiving was ineffective in increasing the worker's function or helping with return to work. After liaising with the employer, he organised an alternate provider, who implemented a program that resulted in the worker regaining their core strength sufficiently to make a safe and sustainable return to work within two months.

Shane often goes beyond what is required providing weekly updates of claims to stakeholders and undertaking education and induction of Employers Mutual staff handling claims.

"Shane quickly developed a positive, productive relationship with our organisation and restored confidence in Employers Mutual's ability to manage claims," said Fiona Mears, Manager of Injury Management Services for Thiess, one of Shane's clients.

Through his dedication to case and injury management Shane has been able to make a real difference to the lives of many in the Workers Rehabilitation and Compensation Scheme in South Australia.

Joanne Rielly — Courts Administration Authority

Case and Injury Manager Joanne Rielly prides herself on a flawless record for return to work with a total of 22 out of 22 injured workers returning to work at the Courts Administration Authority (CAA).

When she started in the role, Joanne inherited a number of existing cases, and she also worked with newly injured workers and their managers, to find suitable duties within their areas or in redeployment.

Joanne makes direct contact with an injured worker within 24 hours of being notified of an injury, to reassure them they will be cared for and make sure their initial needs are being met.

She is then able to understand injured workers' needs quickly and work towards ensuring they have a suitable return to work plan in place.

She has been described as tough but fair, however this is how she has been able to achieve such great return to work results.

She collaborates with injured workers, their managers, and rehabilitation providers, to find suitable workplace solutions. Through this process, she quickly identifies and deals with return to work barriers in a way that achieves positive outcomes for all parties.

For example, a CAA worker was injured during a violent restraint resulting in three surgeries. The operations meant she was unable to undertake her previous duties as a sheriff's officer, so Joanne organised for the worker to be retrained in office administration.

During the administration training the injured worker developed ganglions on her wrist which prevented her from completing the training.

Plunged into a depression through the inability to work, the worker discussed the possibility of retraining as a therapist in the aged care industry with Joanne. Joanne worked to make this happen.

After work experience and training, the worker now works 65 hours per fortnight as a diversional therapist, "[these] events may be meaningless to some, but to me it gave me my life back, for which I will always be grateful," the worker says.

This is just one example of Joanne going out of her way to make things happen.

Her courage to go beyond previously established practice is one of the reasons for her success at CAA.