• Introduction
• Overview of this guide
• Glossary
• Element 1 - Commitment and Corporate Governance
• Element 2 - Planning
• Element 3 - Implementation
• Element 4 - Measurement and Evaluation
• Internal rehabilitation management system indicators
• Examples of success
• How can we improve?
• Measuring, monitoring and reporting on compliance with rehabilitation policy, procedures and targets
• Measuring, monitoring and reporting on compliance with the SRC Act and the s41 guidelines
• Providing copies of rehabilitation determinations to the determining authority (e.g. Comcare or Licensee) or the relevant authority
• Measuring, monitoring and reporting on SRCC indicators
• Analysing the quality and outcome of rehabilitation programs
• Monitoring rehabilitation performance (quality service delivery, costs and program reports and outcomes)
• Reporting to senior executive about rehabilitation management system performance
• Reporting to Comcare and/or providing the SRCC with reports
• Conducting annual audit activities
• Audits are conducted by competent personnel
• Audits are conducted in accordance with SRCC/relevant authority requirements
• Outcomes of audits are appropriately documented, actioned and reviewed
• Communicating the outcomes of the audit to employees
• Element 5 - Review and Continuous Improvement
• Action Summary Sheet
• Reference list & resources
• Disclaimer

Resources/tools

• Customer Information System (CIS) injury management reports to help monitor performance
• Positive Performance Indicators: Measuring safety, rehabilitation and compensation performance (Pub 10)
• Useful information can be found in the joint publication by the ASCC and Comcare
  Safe and sound: A discussion paper on safety leadership in Government workplaces (Pub 35)

Better practice tips

• Use the SMART principles [doc] – see Appendix 10
• Have in place service level agreements and KPIs for approved rehabilitation providers
• Include KPIs in case manager and supervisor individual management plans.

Date/reports

The following CIS reports can provide useful indicators for premium paying agencies:

• Early intervention – CIS 63
• Return to work outcomes – CIS 30
• Cost and effectiveness of approved rehabilitation providers – CIS 64

For other qualitative and quantitative measures [doc] see Appendix 9 and the agency rehabilitation performance template [doc], Appendix 11.