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									                          GB Advantage                                                                                                      Issue
                                                       Gallagher Bassett News
                                                       Gallagher Bassett News

GB reappointed as Victoria Police WorkCover Agent

GB and Victoria Police Staff attending the Melbourne launch of the Victoria Police WorkCover contract

Gallagher Bassett has been reappointed                          John said reappointing GB ensured no                    •	     the professional competence,
as the WorkCover Agent for Victoria                             transition risk or business interruption to                    qualifications, experience and
Police.                                                         Victoria Police.                                               expertise of the agent’s personnel
                                                                                                                               and the relevance of expertise and
GB originally tendered for the account                                                                                         experience to the services being
five years ago, winning a three-year                            “We can continue to build                                      sought;
contract, which had two one-year
extensions. When that expired, GB,                              on the strong, proven                                   •	     the agent’s ability to deliver the
                                                                                                                               required services;
along with Victoria’s other five agents,
                                                                partnership we have
                                                                                                                         Season’s and assessment
were invited to re-tender.                                                                                              •	     the appropriateness of existing
                                                                accomplished thus far. GB                                  quality assurance
Victoria Police has about 14,300                                                                                           programs;
employees, of whom 11,600 are police
officers, protective service officers,
                                                                values the partnership we                                Greetings
                                                                                                                        •	 work experience and profiles of the
reservists and recruits and 2,700 are                           have formed with Victoria                                      agent’s personnel;
administrative or support staff.                                                                                        •	     compliance with specifications
                                                                Police and looks forward                                       and requirements and the clarity
John McNamara, General Manager                                                                                                 with which the agent evidenced an
– Victoria, said GB had a dedicated
                                                                to it continuing for many                                      understanding of the requirements
claims team for the account and had                             years to come.”                                                and output and deliverables; and
proactively managed claims and focused
                                                                                                                        •	     the agent’s demonstrated
on customer service delivery for all                            Victoria Police has made substantial                           capability and capacity to
Victoria Police stakeholders over the past                      in-roads into its health and safety                            undertake and manage the work
five years. GB had clearly demonstrated                         performance over the past two years,                           proposed and the clarity with
its large portfolio expertise on a state-                       having implemented a Health, Safety                            which the agent detailed the
wide basis. Other benefits Victoria Police                      and Wellbeing Strategy. GB is partnering                       approach and methodology by
experienced included:                                           with Victoria Police in contributing to                        which it intended to meet the
 •	 a 40% reduction in WorkCover                                improved safety performance.                                   requirements.
    premiums, and
                                                                                                                       GB tendered for both Victoria Police’s
                                                                In evaluation tenders, Victoria Police
 •	 a substantial reduction in claim                                                                                   core WorkCover services, as identified by
    durations.                                                                                                         WorkSafe, and value-added services.

   2         Comcover contract
             meant ‘all hands on
                                                 3           Charter changes
                                                             set new standard                   4       Change the driver
                                                                                                        for job satisfaction        7       GB partnera with
                                                                                                                                            National Disability

                                                          We manage claims... better
2 GB Advantage

Appeal lodged for                              Comcover contract meant
fishing trip injuries                          ‘all hands on deck’
A labour hire company has lodged an
appeal against a Northern Territory
Supreme Court decision that found
a former diesel fitter was entitled to
workers’ compensation for injuries he
sustained on a fishing trip between
work shifts.

Justice Stephen Southwood said Peter
Clarke was injured while “engaged
in an undertaking encouraged by his
employer”. Mr Clarke worked for labour
hire company Waylexson Pty Ltd at
Energy Resources of Aust Ltd’s (ERA)           When Gallagher Bassett won the           team, but admits she spends a lot of
Ranger uranium mine near Jabiru, in the        contract to provide services to the      time on the phone. She has made
Northern Territory.                            Australian Government’s self-            several trips to Canberra, where GB
                                               insurance fund, Comcover, much           had to quickly establish an office and
On July 25, 2005, Mr Clarke had                of the project planning had already      meet client representatives.
finished a day shift and was to work           been done.
a night shift 24 hours later. Justice                                                   GB is providing tried and tested
Southwood said it was common for               Jody Boatwright, Transition Manager      systems applications for claims
workers to stay awake as long as               for the Comcover implementation,         management, risk management,
possible when changing from day to             said planning began before any           customer relationship management
night shift to allow their bodies to adjust.   announcement on the successful           and management information
                                               tenderer was made. Once the              reporting. The unique element is
Fishing was a common means of staying          decision was announced, it was then      that the systems are provided via
awake and Justice Southwood said               “all hands on deck, going at 100         a dedicated, web-based portal.
senior ERA management “were aware              miles an hour”.                          Comcover fund members can log
workers engaged in fishing”, although                                                   into the secure portal and view
there was “no specific policy” about           The total services package provided      instant information across facets of
fishing during a shift change.                 by a Gallagher consortium, led           the various service components.
                                               by Gallagher Bassett Services Pty
                                               Ltd, includes claims management;
Mr Clarke went fishing with two
colleagues and sustained a dislocated          risk management advice; account          “It’s complex, and
left hip and injuries to his left knee when    management and marketing; event          the implementation
the car he was in hit a tree.                  and training management; and
                                               insurance and reinsurance advice.        was made a bit more
Justice Southwood said “fishing                GB’s previous work on managing the       difficult because of
excursions were a reasonable and               HIH claims compensation scheme
foreseeable incident of the instruction to     held it in good stead to quickly         government security
stay awake”.                                   implement the Comcover contract.         requirements, but
Waylexson’s lawyer confirmed an                With only 10 weeks from the contract     everything’s close to
appeal had been lodged against Justice         announcement to the service being
                                               operational, it was a short transition
                                                                                        being bedded down,”
Southwood’s decision.
                                               and involved implementing a complex      Jody said.
                                               IT solution. “Everyone was under
                                               pressure,” Jody said.                    All staff dealing with Comcover
                                               However, GB was fortunate that its       claims and data required a security
                                               Melbourne-based claims unit was          clearance, issued by the Department
                                               winding down the HIH project, so         of Finance & Deregulation.
                                               was able to step quickly into the
                                               Comcover project.                        GB is currently reviewing Comcover’s
                                                                                        open claims, which it received from
                                               “We’ve got people who are well           the previous provider. Its primary
                                               experienced with the nuances of          claims focus is to review every claim
                                               dealing with government,”                within the first four months of the
                                               Jody said.                               contract. “This ensures every claim
                                                                                        has a strategy in place to drive the
                                               Sydney based Jody doesn’t need           best outcome for the client,”
                                               to be hands-on with the Melbourne        Jody said.
                                                                                                               GB Advantage 3

 Charter changes set new
Charter changes set new standard                                                          GB expands
   standards                                                                              GI claims
                                                                                          operation in NSW

                                                                                          Growth in general insurance
                                                                                          claims management has
                                                                                          prompted GB to expand its NSW
                                                                                          claims team by employing several
                                                                                          highly experienced, qualified

                                                                                          They are Craig Moorley, Marissa
                                                                                          Carey-Brenton and Doug Kalajdzic.

                                                                                          Craig is GB’s Senior Motor Claims
Gallagher Bassett has introduced a new       Tracking feedback through the Customer       Consultant, having previously
customer feedback model to ensure            Service Charter formed part of GB’s          undertaken senior motor claims
it captures customer complaints,             wider risk management strategy.              positions. He heads the motor
compliments and suggestions for                                                           team and is responsible for
improvements.                                “Feedback will be collected and              managing higher end and more
                                             compiled into a report on a monthly          complex motor claims in the
The model includes several ways for          basis and discussed at senior                various portfolios managed by GB
clients to provide feedback and a revised    management meetings,” Andrea said.           in NSW.
Customer Service Charter.
                                             “It will go to the most senior people        Marissa has joined as a Senior
GB’s Organisational Development              in the company, including our risk           Liability Claims Consultant
Manager, Stacey Williams, said the           management committee, because it             and has particular expertise in
charter had been produced through            sits within our overall risk strategy, the   managing professional indemnity
a process of revision and client             focus of which is to identify, manage and    and D&O claims. She previously
consultation that started last October.      monitor areas of risk exposure.              had general liability roles within the
                                                                                          Sydney insurance market.
The charter outlined GB’s                    “Analysing customer feedback will
commitments to customers in six key          enable us to identify internal process or    Doug bolsters the GB property
areas: accessibility, accountability,        procedure weaknesses that can then be        damage team as a Senior Claims
transparency, customer focus and             addressed and strengthened.”                 Consultant, having held senior
privacy and confidentiality.                                                              claims roles in the construction
                                             Andrea said GB viewed customer               and engineering departments at
Other changes included new designated        complaints as a resource to use to           Vero, HSB Engineering Insurance
time frames within which GB undertook        improve services. “We want a consistent,     and Zurich, in Sydney. Doug
to respond to clients, including             company-wide process and an internal         has a Bachelor of Mechanical
acknowledging all written inquiries within   culture among staff to report feedback.      Engineering and is a former Claims
five business days and returning phone       Even if a complaint has already been         Department Manager at Sarajevo
calls within one business day.               resolved, we want the information for        Insurance, managing a team of
                                             analysis because, if we do get something     consultants and responsible for
“We have always had deadlines,               wrong, we take responsibility and want to    major reinsurance losses.
however our revised service                  work with our customers to resolve it.
commitments are more in line with                                                         Liability Consultant Stephanie
customer expectations,” Stacey said.                                                      Lee has returned from maternity
                                             “Alternatively, if we are getting            leave and is a valuable resource
GB had dedicated feedback coordinators       it right, we can continue to                 in the general liability team. A
in each branch who would track               build on those strengths”                    qualified lawyer with a background
customer feedback and follow up to                                                        in litigation, Stephanie will continue
                                              — positive feedback from customers is
ensure issues had been resolved.                                                          to assist in managing GB’s public
                                             a great morale boost to our teams.
                                                                                          liability and professional indemnity
GB’s National Risk Manager,                                                               claim portfolios.
Andrea Kanserski, said the network           “We value customer feedback, it
of coordinators formed part of an            is important to us. We see it as an
information system that ultimately           opportunity to continually improve our
ensured senior management was kept           service delivery and product,”
informed of customer feedback.               Andrea said.
4 GB Advantage

  Change the driver                                                                               NSW WorkCover
  for job satisfaction                                                                            athlete skis for gold

                                                        where she gained vast experience          A NSW WorkCover-sponsored athlete,
                                                        in liaising with external auditors        snow skier Shannon Dallas, has
                                                        and government entities. November         achieved gold medals in two prestigious
                                                        2005 saw a shift to establishing          international competitions.
                                                        the NSW workers’ compensation
                                                        claims management agency. She             Shannon, 31, won the super
                                                        became Project Manager, Business          combination shootout at the IPC Alpine
                                                        Improvement & Strategy, and               World Cup in Sestriere, Italy. The event
                                                        Contract Manager for the NSW              combines a skier’s performances in the
                                                        WorkCover contract in February            downhill and slalom runs. A combined
                                                        2007.                                     time of 2:00.88 saw Shannon streak
                                                                                                  ahead of other competitors.
                                                        Jody trained as a school teacher, but
  Jody Boatwright, Manager, Project Management Office   after graduating decided fairly quickly   He followed that win with another gold
                                                        that was not her preferred profession.    at the 2009 IPC Alpine Skiing World
  Jody Boatwright, GB’s Manager,                        The only time she regrets not being a     Championship in Korea, dominating
  Project Management Office, thrives                    teacher is during school holidays.        the field in the men’s sit-ski super giant
  on change.                                                                                      slalom to claim the world title.
                                                        Jody began her career in the
  She’s a long-serving GB employee,                     insurance industry by default, joining    After a fall on a building site in June
  having joined the team in 1998, but                   NRMA as a claims officer as it was a      2000, Shannon, from Terrigal, on
  says there is nothing dull or staid                   role that required no experience and      the NSW Central Coast, became a
  about her work. She enjoys working                    offered training.                         paraplegic. As an able-bodied athlete
  with different people throughout                                                                before the fall, he had competed in
  the company and with external                         She says the project that taught her      a range of sports, including surfing,
  clients when new projects are in the                  the most was the HIH scheme. She          snowboarding, touch football, indoor
  establishment and ramp-up stage. “I                   credits her manager on that project       cricket and soccer.
  enjoy learning how other people do                    with giving her responsibility and the
  business,” she says.                                  “opportunity to step up and show          Shannon first experienced wheelchair
                                                        what I could do”.                         skiing in August 2001 when he was
  When she joined GB, after almost a                                                              scouted on the Australian snowfields by
  decade with NRMA Insurance, Jody’s                    The government involvement                the Paralympic team captain and invited
  role was primarily loss adjusting. She                with HIH has been invaluable in           to attend a talent camp.
  has seen GB transition from a loss                    establishing the Comcover project.
  adjusting company to a third-party                    Jody enjoys working at GB, saying         Shannon is now training in a bid to
  claims administrator and has loved                    it’s “very exciting to be part of a       qualify for the Australian Paralympic
  being a part of the change. “It’s                     company that’s growing so rapidly”,       squad for the 2010 Winter Paralympic
  been a fun ride,” she said. Currently,                giving employees the chance to get        Games in Vancouver, Canada, on March
  Jody is Transition Manager on the                     involved in new projects.                 12–21.
  Comcover implementation
  (see page 2).                                         During 2006-07, Jody took maternity       As part of his WorkCover sponsorship,
                                                        leave for the birth of her daughter,      Shannon visits TAFE colleges and
  Other major projects she has                          Ivy. She appreciated GB’s flexibility     businesses to spread the workplace
  worked on were the Mercury Energy                     and support during that time and as       safety message. (See GB Advantage,
  compensation scheme in New                            she transitioned back into the fulltime   issue 50.)
  Zealand, which began in 1998. It was                  workforce. She says a husband who
  GB’s first crisis management project.                 is prepared to shoulder an equal
                                                        share of the household and parenting
  In 1999-2000, she was adjusting                       responsibilities also helps.
  claims from Sydney’s devastating
  hailstorms, then moved into another                   Jody sees her role as getting a
  compensation scheme, the low-                         project from inception to the stage
  sulphur diesel project, which involved                where it is running smoothly,
  compensation for contaminated fuel.                   meeting its KPIs and has correct
                                                        reporting mechanisms in place. The
  Her foray into government projects                    operational managers can then take
  began with GB’s appointment to                        over. For Jody, it’s on to the next big
  the HIH Claims Support Scheme,                        project.
                                                                                                            GB Advantage 5

NSW seeks                             Simple steps part
businesses for                        of pandemic planning
mentor program
WorkCover NSW wants small
businesses across the state
interested in improving safety
and productivity to take part in
its annual small business mentor

WorkCover NSW CEO Jon
Blackwell said the Safe Business
is Good Business Mentor Program
allowed small businesses to
gain industry-specific advice
from large employers on how
to meet their workplace safety,
injury management and workers’
compensation obligations.

“Small employers may
find it challenging to
                                      The major objective of Gallagher              management approach.
develop a sustainable                 Bassett’s contingency plan for                “At this time of year, our biggest threat is
safety culture and this free          coping with a potential pandemic              the cold and flu season and the impact it
                                      is to maintain services to clients,           has on staff absenteeism and the related
program provides regular              says National Risk Manager Andrea             impact on service delivery,” she said.
contact and support from              Kanserski.
                                                                                    “In response, we re-communicate and
a larger organisation that            GB already had devised potential              raise policy awareness for dealing with
understands their core                responses to a pandemic that could            infectious illnesses. Staff take basic
                                      cause high levels of staff absenteeism.       steps to prevent a spread of flu or similar
business,”                            “It forms part of our bigger business-        infectious conditions at times of peak
Mr Blackwell said.                    continuity strategy.”                         risk,” Andrea said.

“More than 160 small businesses       Andrea said the response plan
have taken part in the mentor         emphasised how GB could maintain
                                                                                    “We don’t encourage a
program since it began in 2006.       services to customers during times of         martyr attitude of ‘I must
“Following its success in the
construction and manufacturing
                                      varying staffing levels, including ensuring   go to work’. That just
                                      people who could work from home were
industries, the 2009 program          able to do so.                                means sick people infect
has been expanded to include                                                        others. We require staff
the retail, consumer services,        “We need to make sure people can
community services, transport and     access our IT network to maintain             with an infectious illness
agricultural industries.              services to customers. It’s all about how     like flu, as opposed to a
                                      we maintain services without the usual
“The program will assist              number of staff,” she said.
                                                                                    cold, to have a medical
businesses develop a practical                                                      clearance before returning
action plan to tackle safety issues   “Pandemic planning is about
and build industry networks,” he      preparedness and all companies need to
                                                                                    to work.”
said.                                 plan to ensure they maintain services to
                                      customers.                                    Andrea said GB offered staff annual
Applications for the 2009 program                                                   flu vaccinations and encouraged
are now open for businesses with      Andrea said the chances of GB being           simple preventive measures, including
fewer than 20 employees.              affected by a pandemic, such as swine         suggesting staff wash their hands more
                                      flu, were “reasonably low” but the overall    frequently, a higher level of cleaning in
For information, go to                situation was “very fluid”.                   the work environment, daily cleaning or                                                         of computer keyboards, desks and
email mentorprogram@workcover.        GB’s business continuity plan                 telephones with alcohol wipes and use of                            managed potential threats using a risk        antiseptic hand gel.
6 GB Advantage

Luxury car claim                                                                             Plants
sees insurer cop huge interest bill                                                          ‘improve office
                                                                                             Australian researchers have found
                                                                                             indoor plants can contribute to
                                                                                             healthier office environments.

                                                                                             Studies conducted at the
                                                                                             University of Technology Sydney
                                                                                             (UTS) found pot plants can
                                                                                             remove toxins from the air.

                                                                                             UTS Adjunct Professor Margaret
                                                                                             Burchett said: “A plant in a
                                                                                             200mm pot is as effective as
                                                                                             one in a 250mm or 300mm
                                                                                             [pot] in removing volatile organic
                                                                                             compounds (VOCs). It seems
                                                                                             any plant will perform as well as

                                                                                             She said VOCs were derived from
A car insurer has been ordered to pay a          model but was filed by Mr Gardener’s        fossil fuels and emitted by many
businessman more than $93,000 after              partner, who did office work for him,       objects, from plastics in computers
it rejected a claim for his luxury sedan,        without him sighting it.                    and televisions to most paints and
stolen almost four years ago.                                                                carpets. But bacteria in potting mix
                                                 Judge Sidis found the insurer’s             could “eat up” the compounds. All
Anthony John Gardener paid $50,000               representative had mistakenly entered       VOCs were toxic and some were
in June 2005 for a 1997 BMW 740IL. It            the car into the computer system as a       carcinogenic. Air-conditioning did
had a range of extra features, normally          750IL because of a “lack of appreciation    not remove them from the air.
standard only on the 750IL model, so             of the distinction between these models
he believed the car was worth $70,000.           of BMW vehicles”.                           Professor Burchett said
In July 2005 he rang the insurer, which                                                      VOCs could lead to dry eyes,
issued a certificate for agreed-value            She also rejected the insurer’s claim it    sore throats, coughs, loss of
insurance for $70,000.                           would not have insured the car, had it      concentration and, in the long
                                                 known it was not a 750IL.                   term, respiratory illnesses.
The car was stolen in September 2005
and never recovered. In June 2006,               Judge Sidis said Mr Gardener was a
after investigating Mr Gardener’s claim,         qualified motor mechanic who had
                                                                                             “In an office of 12sq m
the insurer refused payment, saying              previously owned 20 to 30 cars and          to 15sq m, if you install
he had breached disclosure duties by             there was no evidence of prior insurance
wrongly describing the car as a 750IL            problems, for example, disputed claims      some indoor plants,
and not listing non-standard accessories.        or policy cancellations.
                                                                                             VOCs will reduce to
                                                 “Any perceived advantage in [Mr
When the claim went to court, NSW
District Court Judge Margaret Sidis              Gardener] misrepresenting the model of
                                                                                             negligible amounts,
found Mr Gardiner had no motive to               the car would quickly evaporate as soon     zero or below 100
provide misleading information about             as a claim was made and the proper
the car.                                         description of the vehicle became known     parts per billion.”
                                                 to [the insurer]. I do not accept that a
He said he had told the insurer’s                person of [Mr Gardener’s] experience
representative the car was “a BMW                would attempt to mislead an insurer in      She said just one pot plant could
740IL that was ‘specced up’ to a 750IL”.         such a transparent manner,” she said.       remove VOCs from the air within
He believed all the car’s features were                                                      24 hours.
fitted before it left the factory for delivery   Judge Sidis ordered the insurer to
to the original purchaser.                       pay Mr Gardener a total of $93,174          The National Health & Medical
                                                 -- $70,000 for the claim plus $23,174       Research Council’s recommended
The court heard the insurance certificate        interest. The insurer also was ordered to   maximum VOC level is 500 parts
incorrectly showed the BMW as a 750IL            pay Mr Gardener’s legal costs.              per billion.
                                                                                                                                        GB Advantage 7

GB partners with                                                                                                 OHS training
National Disability Services                                                                                     assists clients
                                                                                                                 Gallagher Bassett is committed
                                                                                                                 to assisting clients to manage
                                                                                                                 their workers’ compensation and
                                                                                                                 occupational health and safety needs.

                                                                                                                 To ensure clients are well informed on
                                                                                                                 those topics, GB offers a comprehensive
                                                                                                                 range of training sessions.

                                                                                                                 The following is a sample of forthcoming
                                                                                                                 courses in Melbourne, Sydney and
                                                                                                                 Brisbane. For a full list and details
                                                                                                                 on how to register, please access the
                                                                                                                 calendar on the website or call a GB
                                                                                                                 office for a hard copy. For web access,
                                                                                                                 go to,
                                                                                                                 click on Solutions/Workers’
                                                                                                                 Compensation/Statutory Schemes/
                                                                                                                 Training – the training calendar is on the
Left to right - Catherine Doherty, OH&S Project Officer, NDS; Andrea Moffat, Client Relationship Manager, GB;    right-hand side of the screen.
Kerry Presser, State Manager, NDS; Shayne Milsom, Sales and Marketing Manager Vic, GB; Eric Windholtz, General
Manager, Strategic Programs and Support Division, WorkSafe.
                                                                                                                 Role of the Return to Work Co-ordinator
National Disability Services (NDS)                        assisted participants to explore                       – two-day course
promotes the development of quality                       current and emerging OHS issues for                    (WorkSafe Victoria approved)
services and life opportunities for                       the disability sector. GB’s financial                  July 2 and 9
Australians with disabilities.                            support for the event enabled NDS to                   August 26 and 27
                                                          attract more than 60 members.                          September 9 and 10
NDS is the national industry
association for disability services,                      GB also participated in a trade show                   Return to Work Responsibilities for
representing more than 650 not-                           at NDS’ Workforce & OHS conference                     Line Managers
for-profit organisations. Collectively,                   in Hobart.                                             July 15
members operate several thousand
services for Australians with all types                   Shayne Milsom, GB’s Sales &                            Basic Claims Management
of disability. NDS members range                          Marketing Manager - Victoria, said                     August 6
in size from small support groups to                      the disability services sector could
large multi-service organisations, and                    experience relatively high claims                      Practical Communication Techniques
are in every state and territory across                   because of the nature of the work and                  to Reduce High Cost Claims
Australia.                                                GB wanted to do all it could to assist                 September 3
                                                          NDS members to reduce premiums
Gallagher Bassett has been the                            by reducing claim numbers and the                      Manual Handling
workers’ compensation agent for the                       duration of claims that occurred                       September 23
Victorian Council of Social Services for
several years and has recently forged
a relationship with NDS Victoria.                         “Our sponsorship                                       New South Wales:
                                                                                                                 Advanced Claims Management

GB’s relationship with NDS included
                                                          is part of GB’s                                        July 28

sponsoring the launch of NDS’ OHS                         commitment to a                                        Role of a Return to Work Co-ordinator
champions project, DisabilitySAFE.
The half-day event in Melbourne
                                                          social conscience;                                     – two day course
                                                                                                                 (WorkCover NSW accredited)
featured presentations by Arthur                          these are not-for-                                     September 21 and 22
Rogers, Director, Disability Services,
Victorian Department of Human                             profit organisations                                   Queensland Claims Management and
Services, and Eric Windholtz, General
Manager, Strategic Programs &
                                                          that need all the help                                 Return to Work Co-ordinator Training
                                                                                                                 September 23
Support Division, at WorkSafe.                            they can get,”
A workshop, facilitated by Debra                          he said.                                               Queensland Basic Claims Management
Burlington, from Enhance Solutions,                                                                              August 26
8 GB Advantage

New scheme benefits clients, staff

A new approach to staff development           Case managers require a range of             Fiona said case managers usually have
being trialled by Gallagher Bassett in        technical, analytical and communication      varied employment backgrounds and
Victoria will deliver better service levels   skills and can progress through salary       experienced staff were sometimes hard
to workers’ compensation clients, says        levels or bands depending on their           to find.
Business Planning Manager Fiona               competencies. GB Career Directions
Geoghegan.                                    provided a structured pathway for            “By having a comprehensive
                                              advancement.                                 technical training program
She said the GB Career Directions
program was launched in late April            “The whole approach is based on              we can recruit staff who don’t
for the company’s 42 workers’                 the fact that our training program is        have a background in workers’
compensation case managers in Victoria.       constantly running on a cyclical basis,”     compensation.”
                                              she said.
GB identified a need to enhance the                                                        Fiona said GB Career Directions has
skills of case managers as a way to           “Each week certain modules are running       had a positive response and, following
improve customer service and address          and staff can plug in to whatever training   a review of the Victorian pilot, GB will
retention issues among workers’               they require.”                               look to broaden its application across all
compensation personnel.                                                                    business units.

   GB AUSTRALIA                               GB NEW ZEALAND                               The GB Advantage contains articles for general                                           information only. No responsibility is accepted
                                                                                           for errors, omissions, or possible misleading      
                                                                                           statements, nor for any action taken as a result of
                                                                                           any material in this publication.
   Sydney              +61 2 9464 7111        Auckland           +64 9 966 1760
   Melbourne           +61 3 9297 9000                                                     Additional information and professional advice
   Brisbane            +61 7 3005 1900                                                     regarding issues raised in this publication can be
   Adelaide            +61 8 8357 2655                                                     obtained from Gallagher Bassett Services Pty Ltd.

                                                                                           RISX-FACS® is registered in the United States
                                                                                           of America

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