Report of operations 2
Improving timely submission of claims
Delays in the time taken to receive claims in Comcare can prevent or undermine early rehabilitation intervention and lead to increased claims costs. On average it is taking over 60 days from the date of injury for Comcare to receive a claim from premium paying agencies.
Delays can occur where injured employees or employers fail to pass on claims to Comcare in a timely fashion. Comcare’s research indicates that injured employees believe the claiming process to be overly complex and confusing. Against this background, Comcare redesigned the claim form to address
- concerns about the ease and rapidity of the claiming process for injured employees and premium paying employers
- policy and legislative requirements on matters of privacy and release of information
- the need for improved focus on return to work activity by employers and injured employees
- the information available to stakeholders about scheme design
- best practice in form design and the Government’s updated branding.
The redesigned claim form, launched in September 2003, streamlines the information collected, simplifies the language used, and is expected to reduce the time taken to lodge a claim. The form introduced design elements to support anticipated information systems developments, in particular imaging and electronic lodgement.
In response to feedback and testing, the form now includes plain english explanatory notes to more clearly explain the claim process and data requirements and a checklist to make sure employees and employers have provided all the information required. The form also includes general information about the scheme to reinforce key messages to medical practitioners about the scheme’s design and operating principles.
Productive and safe workplaces for an ageing workforce
The proportion of older employees in the workforce is increasing in the Australian Public Service in particular and will continue to increase for the foreseeable future.
The importance of this issue has been reflected in several recent reports, including the Management Advisory Committee report, Organisational Renewal. That report emphasised that as the population ages, employers will face increased competition for new entrants, and an increasing challenge to retain skilled people in a tightening labour market.
In response to Organisational Renewal, on 3 December 2003, the Hon Kevin Andrews MP, Minister Assisting the Prime Minister for the Australian Public Service launched a kit of materials,Implementing Organisational Renewal: Mature Aged Workers in the APS. The kit included a Comcare publication, Productive and Safe Workplaces for an Ageing Workforce as well as other information on issues such as flexible working arrangements and superannuation.
Comcare’s booklet is designed primarily to assist Australian Government employers to review how well they are positioned to sustain higher proportions of employees in good health and free of injury as they age. However, its discussion of the relationship between age and injury risk, and strategies to address these risks is based on international and Australian research of relevance beyond Australian Government employment.
GP Fact Sheets
During 2003 – 04 Comcare distributed fact sheets to general practitioners providing them with information about the Commonwealth workers’ compensation scheme. The information was specifically designed for GPs to assist them to achieve the best possible health outcomes under the SRC Act for injured employees whom they are treating. The fact sheets were developed and distributed with the assistance of the ACT Division of General Practice. The packages covered
- an overview of the SRC Act, including key features of the Commonwealth workers’ compensation scheme
- the treating doctor and workers’ compensation under the SRC Act
- the treating doctor’s interactions with other stakeholders
- accepting liability for a claim
- medical records, reports and certificates
- rehabilitation and return to work policy and strategies
- payment of accounts and fees
- employees’ rights and responsibilities.
While the fact sheets were designed primarily for GPs, case managers and rehabilitation providers have also found them useful when talking to doctors about their roles and about the Commonwealth’s workers’ compensation scheme more generally.
The fact sheets are available on the Comcare website at www.comcare.gov.au.
Engaging our stakeholders and customers
Comcare recognises the fundamental importance of working in partnership with customers and stakeholders to achieve improvements in injury/disease prevention and management. Comcare has a key role in raising awareness of current and emerging issues, educating customers and stakeholders and influencing outcomes.
Whole of Agency projects
Comcare has continued to assist agencies through 2003 – 04 to develop and implement effective, targeted strategies to reduce the incidence and duration of workers’ compensation claims. Drawing on the full range of Comcare resources, Whole of Agency projects have been undertaken to assist participating agencies to
- integrate responsibility for OHS, claims management and rehabilitation into mainstream management systems
- develop systems to measure performance and ensure ongoing improvement
- adopt a strategic risk management approach to OHS
- implement targeted injury/disease prevention strategies
- ensure effective rehabilitation and management of injured and ill employees in order to minimise the human and financial cost of any work related injury.
The project was initiated in 2002 – 03 with the following agencies participating since that time
Aboriginal and Torres Strait Islander Services
ACT Government
Australian Bureau of Statistics
Australian Protective Services
Australian Taxation Office
Centrelink
Department of Defence (Civilian)
Department of Health and Ageing
Department of Veterans’ Affairs.
The project was extended in 2003 – 04 to include
Child Support Agency
Department of Employment and Workplace Relations
The Australian National University.
Representatives from each participating agency attend Comcare facilitated forums to discuss the progress being made in each agency, to share information on key initiatives, to discuss emerging issues and to continue the shared focus on improving agency outcomes in injury/disease prevention and management.
Customer forums
Comcare continued to provide customer forums for premium paying customers and licensees in all capital cities during 2003 – 04. Held three times per year, the forums provide agencies with contemporary information on injury/disease prevention, return to work and compensation matters. The forums also provide a good networking opportunity for case managers, OHS professionals, human resource managers and Comcare staff.
The forums continue to be well attended with over 1,500 people attending in 2003 – 04. Key presentations throughout the year encompassed the management of premium drivers and included presentations on understanding premiums, an overview of psychological injury claims, and managing premiums through effective OHS and return to work. Feedback from people attending the forums has been very positive.
In conjunction with the forums, Comcare staff take the opportunity to meet staff from agencies at sites outside Canberra and Melbourne (where Comcare’s two claims management centres are located), to discuss specific issues.
Safety Symposium
In March 2004, Comcare hosted a two week Safety Symposium. The Safety Symposium was timed to coincide with the Towards Australia’s Safest Workplaces II conference which Comcare organised as part of the Safety, Rehabilitation and Compensation Commission’s Prevention Program.
The two day conference was held in Canberra on 17 – 18 March 2004. Through keynote addresses, case studies and a number of practical workshops, delegates explored emerging OHS issues relating to leadership, injury prevention and health and wellbeing.
Over 200 delegates attended the conference. Their feedback confirmed that the mix of practical and theoretical sessions provided them with useful and relevant information, which could be applied back in their workplaces.
Health and Safety Representatives’ Seminars
As part of the Safety Symposium, Comcare held a series of half day seminars for Commonwealth Health and Safety Representatives (HSRs) with the theme Leading the way in OHS – Effective Representation for Employees. The aim was to provide HSRs with information on the support available to them to more effectively represent their Designated Work Groups. Seminars were held in Canberra, Melbourne, Sydney, Brisbane, Adelaide and Perth. Topics covered in the seminars included
- national OHS issues and priorities for the future
- HSRs role, functions and powers
- Safety, Rehabilitation and Compensation Commission/Comcare support and functions
- employer support for HSRs
- union support for HSRs
- panel question & answer on OHS issues and priorities.
A total of 586 HSRs attended around Australia. The feedback confirmed that the seminars were useful and very well received.
National Rehabilitation Conference
The inaugural National Rehabilitation Conference was held at Parliament House Canberra in November 2003 and was attended by over 200 delegates. The 2 day conference Leading the way in Injury Management addressed a range of strategies to assist with the return to work of injured/ill employees.
Presentations and workshops delivered by occupational physicians, psychologists, allied health stakeholders and accredited rehabilitation providers provided a range of options for consideration in the management of occupational overuse and psychological injury in the workplace.
The delegates included line managers, agency case managers, injury management advisors, occupational health and safety practitioners, rehabilitation providers, allied health professionals and staff from state workers’ compensation authorities.
The conference provided practical advice to assist in identifying impediments to return to work.
The feedback from participants overwhelmingly confirmed the success of the conference and a further Rehabilitation Conference has been scheduled for November 2004.
Preventing Bullying & Harassment in the Workplace workshop
Comcare and the Australian Public Service Commission (APSC) co-hosted workshops on Preventing Bullying and Harassment in the Workplace. Subject experts were engaged to work with delegates on identifying and exploring strategies to promote a workplace that was free from bullying and harassment.
The workshops were attended by 130 delegates. The workshops covered topics such as
- State of the Service statistics and their implication
- increased psychological injury claims and the implications for premiums
- the nature of bullying and harassment and the implications for employers
- strategies for preventing bullying and harassment in the workplace.
Over the Horizon working group
The Over the Horizon working group comprises selected senior executives from a number of large premium paying agencies, licensees and determining authorities and representatives of Comcare’s executive. The group has proved to be a valuable forum for identifying and discussing the challenges confronting the jurisdiction and considering possible strategies to address the challenges.
The working group held its fourth meeting in May 2004. The meeting focused on pressures facing the jurisdiction and, in particular, aspects of the Safety, Rehabilitation and Compensation Act 1988 and the Occupational Health and Safety (Commonwealth Employment) Act 1991 that may need amendment in coming years. Suggestions from agency representatives have been incorporated into Comcare’s planning and research program.
External training
Comcare delivers an extensive range of learning and development programs to Australian Government agencies, the ACT Government and service providers.
Supporting Comcare’s vision of Australia’s Safest Workplaces, the Learning and Development Solutions Team expanded the suite of development programs in 2003 – 04 with the introduction of four new programs
- Achieving Health Safety and Rehabilitation Targets
- Back on Track
- Introduction to OHS Risk Management
- Induction programs based on the OHS (CE) and SRC Acts.
Attendances at Comcare’s training courses and participation in in-house programs increased during 2003 – 04 with 854 participants attending Comcare’s public programs. This is a 12.5% increase in the number of participants from the previous twelve months. Ninety three in-house training programs were delivered to 1,425 participants during 2003 – 04. This is a 58% increase in the number of participants who attended in-house courses in the previous twelve months and is indicative of the value customer agencies place on these practical training programs which are tailored to meet the agency’s specific injury prevention and management needs.
A calendar detailing the full range of programs and activities is located on Comcare’s website at www.comcare.gov.au.
Information for employees
During 2003 – 04 Comcare continued to develop and issue plain English publications about workers’ compensation for employees. The booklet All about workers’ compensation — a guide for employees was re-released in January 2004. It contains information about who is eligible to receive compensation, explains the Commonwealth workers’ compensation scheme, and the assistance and benefits that are available. It also provides information on how to make a claim.
Commonwealth Compensation Liaison Committee
Comcare established the Commonwealth Compensation Liaison Committee (the CCLC) in 2003 – 04. The role of the CCLC is to provide a vehicle for communication between relevant stakeholders, such as plaintiff lawyers, Comcare, Comcare’s legal panel members and licensed authorities on a wide range of legal issues arising from the operation of the SRC Act.
The CCLC provides an opportunity for discussion of legal issues that affect all the stakeholders in the Commonwealth compensation system in an environment which allows, amongst other things, for the development of agreed protocols to the mutual benefit of these stakeholders.
One such protocol involves improving the internal reconsideration process by encouraging full disclosure of medical evidence at that stage, the use of agreed medical specialists and payment of appropriate legal fees through a SRC Act Reviewable Decision Protocol. Comcare commenced a 12 month trial of this protocol in Canberra on 1 July 2004 in relation to reconsiderations of claims for initial liability and permanent impairment.
The improved outcomes expected from the trial include
- improved outcomes for claimants. Should cases be finalised at the reconsideration stage, claims will be determined fairly and quickly and claimants will not be waiting for a 12/18 month AAT review process
- fewer cases going to the AAT, reducing its workload
- reduced legal costs to the SRC Act scheme overall and/or consequent reduction in program costs.
Licensee/Comcare Consultative Forum
Comcare has established a Licensee/Comcare Consultative Forum (the LCCF). The role of the LCCF is to provide a vehicle for communication between licensed self insurers (licensees) and Comcare (in its role of assisting the Commission).
Forums are generally held following meetings of the Commission to allow discussion of meeting outcomes and for Comcare to seek input from licensees on future Commission meeting agenda items. Special meetings or working parties between Comcare and licensees may be arranged to progress particular items or issues.
The LCCF met five times in 2003 – 04. It established a working party to review the methodology for licence fee setting and held a special meeting on this topic.
Supporting our people
Comcare recognises that a motivated and productive workforce is integral to its success. During 2003 – 04 Comcare continued to demonstrate its commitment to providing a supportive work environment through a range of people management initiatives and activities.
Leadership
The challenges outlined in the Director’s Report highlight the importance to Comcare of organisational capabilities such as innovation, flexibility, collaboration, ongoing learning and the capacity to respond quickly to change.
Comcare’s Executive Leadership Team (ELT), comprising the CEO, all General Managers and Group Managers, has a key role in building a supportive organisational culture in which these capabilities are fostered at all levels. The ELT also works to strengthen leadership capability at senior management levels, improve coordination and integration across functional areas and locations, achieve a shared understanding of the organisation’s purpose and directions, evaluate progress with strategic initiatives and forecast and respond to emerging issues. The ELT meets monthly.
Comcare has developed a set of leadership values which commit all managers within the organisation to model leadership behaviour and, in particular, show personal courage in
- Displaying energy and enthusiasm for Comcare and its goals
Championing the interests of Comcare as a whole
Playing the issue not the person
Identifying and resolving issues constructively
- Being committed to an open and trusting workplace
Setting a high priority to people management
Providing support to colleagues
Providing strong encouragement and constructive feedback on
performance and career development
Acting as a coach and mentor
Taking personal responsibility for sharing information
- Challenging the way we do our business
Being open to new information and ideas
Encouraging a diversity of perspectives
Suggesting ways of improving how things are done
Sensibly managing and taking risks — learning from unsatisfactory outcomes
Keeping on learning.
AWAs made with senior executives and executive level staff reinforce this expectation by incorporating the values into the criteria by which performance is assessed.
People Management Committee
In 2003, a People Management Committee was established to advise Comcare Executive on strategic people management issues within the organisation. Its broad function is to provide policy advice to Comcare Executive to support the development of a workplace that achieves Comcare’s objectives. The people management framework adopted by Comcare for this purpose1 covers
- occupational health and safety
- organisational development
- workforce planning
- recruitment and selection
- performance management
- learning and development
- reward and recognition
- workplace diversity
- employee relations.
The membership of the People Management Committee comprises
- the General Manager, Corporate Management Division (Chair)
- four members of the Executive Leadership Team (ELT) providing broad organisational coverage by functional and geographic areas
- Group Manager, Human Resources.
Meetings of the People Management Committee are held quarterly, prior to each Director’s meeting. The committee’s approved charter and confirmed minutes of committee meetings are published on the intranet for the information of all staff.
Ethical standards of behaviour
All Comcare employees are subject to the APS Values and Code of Conduct set out in the Public Service Act 1999 and the organisational values set out in Comcare’s strategic plan.
The values are actively promoted and discussed at induction, in internal learning and development sessions, and through a range of corporate documents and communication media, including the intranet. Staff are assessed against the values as part of the performance assessment arrangements established in Comcare’s Performance and Development Framework and in Australian Workplace Agreements (AWAs).
Employee Relations
Comcare’s staff-management consultative forum, the Comcare National Consultative Committee (CNCC) met in October 2003 and May 2004. Standing agenda items include the budget, accommodation, security, and people management. The Committee endorsed revised Terms of Reference and commenced discussions about the timelines and process for developing successor arrangements for the Comcare Certified Agreement 2003 – 2005.
Agreement making
Comcare Certified Agreement 2003 – 2005
In accordance with clause 120 of the Comcare Certified Agreement 2003 – 2005 eligible staff covered by that agreement received a 3.3 percent payrise in February 2004.
Australian Workplace Agreements
The number of staff on individual Australian Workplace Agreements (AWAs) continued to increase. As at 30 June 2004 a total of 69 staff (19.5%) were covered by AWAs, an increase on the total of 64 staff (18.6%) at 30 June 2003. All SES and ongoing, operative EL1 & 2 staff in Comcare are on AWAs, significantly higher than the rest of the APS, where 19% of ELs and most SES were covered by AWAs at the end of June 2003 2.
Organisational development
Staff survey
In December 2003 Comcare conducted a staff survey, designed by Hinds Workforce Research, to obtain feedback from staff on a range of issues in the organisation, including leadership and management practices, workplace culture and climate, the performance management system, and occupational health and safety. The survey included items to facilitate comparison with previous Comcare staff surveys conducted in 1995 and 2001. Two hundred and sixty-six people (82 percent) completed the survey.
The survey results included a number of positive findings, including that, generally, people working in Comcare are interested in their work and find their work motivating, are satisfied and feel a sense of achievement, are committed to the organisation, energised by their job and find the management style of their immediate manager motivating.
The survey also identified areas where performance could be improved. The priority areas for action related to career prospects and development opportunities. The survey results were discussed by work groups who were encouraged to come up with ideas for action by their groups and for Comcare as a whole. The People Management Committee, the Executive Leadership Team and Comcare Executive reviewed the comments and suggestions by work groups, and took these into account in developing a strategic organisational response. The priorities and issues identified will continue to be addressed in 2004 – 05 by actions at a number of levels: team – and individual-level activities, undertaken as part of divisional and unit level business planning and individual action plans developed under the Performance and Development Framework (PDF), and organisation-level activities, implemented primarily through the People Management Plan.
Building leadership capability
Using the APS Senior Executive Leadership Capabilities as a framework, Comcare’s Executive Leadership Team (ELT) focused in 2003 – 04 on strengthening both individual and team capabilities to address Comcare’s challenges. In addition to monthly meetings to evaluate progress with strategic initiatives and to discuss emerging issues, all ELT members completed 360 degree feedback assessments. Individuals discussed their own results with their managers and used these to devise appropriate development plans. ELT as a group also considered the aggregated group results and agreed on group development activities to be undertaken later in 2004. The group results identified a number of strengths and positive changes since the previous 360 degree feedback assessment process conducted in 2002.
Learning and development
Comcare is committed to ongoing learning and development with staff completing 12,941 hours of focused learning and development activities during 2003 – 04. This equates to approximately five training days per person. Comcare strives for excellence and innovation in learning and development activities for all staff. The range of learning and development initiatives are set out below.
Executive development
Most members of Comcare’s Executive completed a Corporate Director’s Diploma course in October 2003.
As noted under Building leadership capability, the results for the ELT group of focusing on leadership values and more systematic business planning were reflected in the strengths and positive changes evident in the latest 360 degree feedback results received in May 2004.
Leading by Learning
Comcare’s APS5–EL1 development program – Leading by Learning – continued through 2003 – 04. Modules covered
- performance management and staff development
- leadership, values and ethics
- negotiation and managing conflict positively
- managers and supervisors responsibilities for injury prevention and management under the OHS (CE) and SRC Acts
- leading innovation.
Learning was again undertaken through a range of strategies including formal workshop sessions, on the job training, readings and other resources and learning groups. Learning Groups are an action learning process which aims to transfer and apply program learning into actions in the workplace. Participation by learning group members in a workplace health and redesign project is a current example of the action learning approach.
Legislative Training Program
In October 2003 Comcare’s Legislative Training (LTP) program reached a major mile stone with a session delivered to the 5000th attendee. This very successful program, which focuses on the SRC Act, aims to improve customer service, legislative knowledge and consistency and fairness in decision making. It involves theory and practical exercises reinforced by on-the-job learning.
Foundation Program
In 2004 Comcare established the Foundation Program for all APS1-APS4 level staff. The program aims to build the capability to meet Comcare’s current and future skill requirements and provide improved career development opportunities for staff at these levels.
A total of 53 staff attended the first workshop ‘Managing your working life – careers, relationships and other mysteries’ during May and June 2004 with 73 attending during July 2004.
Self Awareness Self Confidence Self Expression – a women’s development program
Over 60% of Comcare staff is female. Comcare celebrated International Women’s Day 2004 by launching its women’s development program. Thirty-one women in Canberra and 12 women in Melbourne attended this insightful and thought provoking self-development program which looked at
- forums for speaking up
- self esteem and rights in the workplace
- power – who’s got it and how to get it
- women and men in the workplace.
Toolbox sessions
Toolbox sessions were introduced in 2004 as a practical mechanism to provide ongoing learning and to keep all staff up to date with contemporary workplace issues. All Toolbox sessions are short and sharp, useful and helpful for participants, informative and practical.
Toolbox sessions delivered in 2003 – 04 included
- making the most of Outlook
- working towards an harassment free workplace
- giving and receiving feedback
- writing for the annual report
- editing and proofreading
- application writing and interview skills.
Comcare actively supports continued learning through its Studies Assistance Policy and through the provision of activities designed to meet individual and group learning needs. These have included
- induction
- IT development
- speed reading
- records management
- project and time management
- medical terminology
- sponsored informal lunchtime information sessions on a range of personal development topics.