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30 Gordons Hill Road
(PO Box 56), Rosny Park
TAS 7018 Australia
THE ROLE OF THE INJURY MANAGEMENT COORDINATOR
INTRODUCTION
The newly established Return to Work & Injury Management Model (the Model) developed by
WorkCover Tasmania and aimed at improving the management of workplace injury and
illness, outlines specific requirements of both insurers and employers including a new
requirement to develop and implement injury management programs.
An injury management program is a series of documented policies and procedures that
establishes a coordinated and integrated process for injury management. An injury
management program is to be developed and implemented by both insurers and employers.
An injury management program comprises of a number of key elements that focus on
effective injury management, including the requirement for either an insurer or employer to
appoint an Injury Management Coordinator within their organisation.
WHAT IS AN INJURY MANAGEMENT COORDINATOR (IMC)?
An IMC is a person appointed by the insurer or employer whose role is to coordinate and
oversee the entire injury management process such as medical treatment and return to work,
including all aspects of Return-to-Work Plans and Injury Management Plans.
As represented in the diagram below, the role of the IMC is to facilitate effective
communication between key parties through acting as a liaison/contact point with the aim of
streamlining the injury management process, particularly for more complex/high risk cases.
FUNCTIONS OF AN IMC
The IMC ensures that the injury management process runs smoothly through proper
coordination and planning of the injury management process. This in turn facilitates effective
communication between all parties and eliminates duplication of effort and / or confusion.
The IMC achieves this through the performance or oversight of the following functions:
• coordinating rehabilitation and return to work
• developing and/or coordinating implementation of Injury Management Plans (IM
Plans) and Return-to-Work Plans (RTW Plans)
• arranging review and modification of RTW Plans and IM Plans
• arranging regular review of work capacity
• investigating and arranging retraining and redeployment options
• arranging delivery of rehabilitation in non-complex cases to ensure early and
appropriate return to work
• arranging the appointment of occupational rehabilitation providers as appropriate
• liaising with the following parties as appropriate -
• the injured worker
• the employer
• the insurer
• the primary treating medical practitioner and all other treating medical
practitioners
• the occupational rehabilitation provider (if appointed)
• supervisors/line managers
• allied health professionals
• collating medical information
• maintaining relevant documentation
• attempting to resolve disputes in relation to rehabilitation and return to work
(including by providing informal mediation as appropriate)
• providing information on the injury management and return-to-work process to the
injured worker and employer.
IMC Guidelines Page 2 of 10 Date of Issue – August 2008
WHAT KNOWLEDGE AND SKILLS DOES AN IMC REQUIRE?
It would be expected that those responsible for appointing IMCs would consider individuals
with the following knowledge and skills:
• Sound knowledge and experience and understanding of workers compensation
claims/case management, workers compensation, injury management and return-to-
work processes and associated legislation.
• High-level interpersonal skills, including written and oral communication, ability to
liaise effectively with a wide range of stakeholders and establish and maintain
effective networks.
• Analytical and problem solving skills and the ability to resolve disputes by adopting
standard practices and / or developing new approaches consistent with the
organisations strategies and objectives.
• Demonstrated investigative and research ability with the capacity to demonstrate
initiative and innovation and work within legislative timeframes.
• Working knowledge of medical and legal terminology and the ability to apply this
knowledge in the management of workers compensation claims/cases.
WHEN IS AN INJURY MANAGEMENT COORDINATOR TO BE APPOINTED?
An IMC is to be appointed where an injured worker suffers an injury that:
• is likely to result in the worker suffering total or partial incapacity for more than 5
working days; and / or
• requires, or is likely to require, ongoing medical treatment.
HOW MANY INJURY MANAGEMENT COORDINATORS SHOULD BE
APPOINTED?
An insurer or employer is to assess and determine the number of IMC’s required for their
organisation based on the likely number and complexity of their claims history. Other factors
including the nature and scale of the organisation may also influence this assessment process
and are to be considered when arriving at a number.
WHO IS TO APPOINT AN IMC?
Where an employer has developed its own injury management program that employer is to
appoint its own IMC. However, it is anticipated that more often than not the IMC will be
appointed by the insurer and reside outside of the workplace in which case the employer will
use an insurer-developed injury management program.
It is also possible for the role of the IMC to be outsourced where practicable, providing that
the IMC appointed is appropriately certified.
IMC Guidelines Page 3 of 10 Date of Issue – August 2008
INTEGRATING THE ROLE OF THE IMC INTO YOUR ORGANISATION
WorkCover recognises that insurers and employers require the ability to be flexible in their
approach to the role of the IMC, not only to ensure a seamless transition but to also ensure
innovative approaches towards injury management and return to work are achieved.
Consequently, an insurer or employer has the ability to identify existing roles or establish new
positions within their organisational structure that are best placed to undertake the functions
of the IMC.
For example, an insurer may choose to use their existing case manager(s) who is currently
responsible for coordination and ensuring claim outcomes are achieved to undertake the
functions of the IMC. This would ensure a seamless transition based on the rationale that the
functions identified align closest to that of the IMC.
Alternatively the insurer may perceive the introduction of the IMC role to be an opportunity to
facilitate the professional development and up skilling of less experienced staff (i.e. claims
officers). Consequently, case loads may need to reduce to facilitate the undertaking of a
coordinating / overseeing role in addition to maintaining a processing role within the
organisation.
Whatever the approach, it is imperative that systems are in place to ensure roles and
responsibilities of all participants in the injury management process are made clear to ensure
duplication of effort and confusion of accountability does not occur.
WHAT WILL BE LEGISLATED?
It is anticipated that the following obligations will be legislated:
IMC Appointment An insurer or employer must appoint an
Injury Management Coordinator to
coordinate and oversee the entire injury
management process.
IMC Functions An Injury Management Coordinator is
responsible for the performance or oversight
of the following rehabilitation and return to
work functions.
IMC Certification An Injury Management Coordinator is
required to undertake training that is:
• approved by the Board
• provided by a Registered Training
Organisation.
IMC Guidelines Page 4 of 10 Date of Issue – August 2008
WHAT QUALIFICATIONS DOES AN INDIVIDUAL REQUIRE TO UNDERTAKE
THE ROLE OF AN INJURY MANAGEMENT COORDINATOR?
To undertake the role of an IMC a person must be certified.
The following outlines the necessary training requirements for IMCs:
1. Form and Issuing of Qualification
• An IMC will be required to complete of a number of units of competency (recognised
within the Australian Qualifications Framework) identified by WorkCover. These units
will focus on the set of skills required to fulfil the functions of the IMC including:
• developing and implementing rehabilitation and return-to-work strategies
• effective case management
• facilitating workplace assessments
• managing effective relationships
• resolving disputes
• contributing to quality Injury Management Systems
• assisting workers with job placements
• application of specialist terminology
• The identified units of competency are sourced primarily from the Financial Services
Training Package at both diploma level and certificate IV level. It is hoped that
completion of the units will assist in facilitating a pathway to suit both enterprise and
individual training needs.
• On completion of the units, participants will be issued with a Statement of Attainment
that will detail the list of units completed, together with the administrative
requirements of the Australian Qualifications Framework.
• Existing training requirements for Return to Work Coordinators will remain
unchanged.
• The proposed training program would on successful completion, enable an individual
to:
• understand the role and responsibilities of an Injury Management Coordinator
• coordinate the management of workplace injuries
• understand the legislative framework and its implications
• develop, monitor and review RTW Plans and strategies
• develop monitor and review IM Plans and strategies
• contribute to the development and implementation of an Injury Management
System and monitor and report on injury management outcomes
• develop and maintain an effective relationship with all stakeholders
IMC Guidelines Page 5 of 10 Date of Issue – August 2008
• facilitate a workplace assessment including job analysis and workplace
modifications
• understand the claim process
• collate and maintain relevant documentation and file notes
• resolve disputes
• use effective interpersonal skills
• understand the process of job search and placement for retraining or
redeployment of injured workers
• determine the need for the appointment of ORPs or any other additional services
• utilise and apply specialist terminology appropriately.
2. Training Delivery and Duration
• Training must be provided by a Registered Training Organisation (RTO) either locally
or interstate.
• Subject to the training mode of the RTO (online/face to face), is it expected that the
maximum duration of training will envelop twelve months. However, it is anticipated
that intensive training will be provided over a two week period to facilitate
certification of an initial group of IMCs in preparation for rollout of the Model.
• A number of RTOs have expressed interest in developing training packages and
delivering training for IMCs.
IMC Training shall comprise of the following nine units of competency:
1. FNSWCMP303A – Work within the workers compensation industry sector
2. FNSWCMP 502A - Develop return to work strategies
3. PSPIM 409A - Maintain injury management case files
4. FNSWCMP 503A - Facilitate workplace assessment with stakeholders for workers
compensation cases
5. BSBFLM 503B - Manage effective workplace relationships
6. FNSICGEN 404B - Resolve disputes
7. PSPIM 504A - Contribute to a quality injury management system
8. FNSWCMP 404A - Assist workers with job placement
9. FNSINSV406B – Use specialist terminology in insurance claims
*Note - Unit descriptors for each of the above-mentioned units can be obtained by accessing
the National Training Information Service website - www.ntis.gov.au
IMC Guidelines Page 6 of 10 Date of Issue – August 2008
3. Recognition of Prior Learning (RPL)
RPL and credit transfer allows for the credit of work experience or previously completed
qualifications, with the aim of determining the degree to which exemption can be granted for
any of the units.
The key factor distinguishing RPL and credit transfer is that; in the case of RPL the participant
is assessed; in the case of the credit transfer it is the course or subject assessed.
Determining RPL comes under the following categories:
• Mutual Recognitions
If the applicant has achieved all or part of an Australian Qualifications Framework (AQF)
qualification awarded by another RTO and it can be shown to be the same or similar to
those national competencies determined as essential for the role of the IMC, they will be
able to receive credit for it.
• Exemption
If the applicant has completed study in a non – AQF course, which they believe meets the
requirements and competencies of the role of the IMC, they may be able to receive credit
for it.
• Professional Experience
If the applicant has worked in the area of injury management for a period of time (to be
determined by WorkCover) and believes their knowledge and experience meets the
requirements of all or part of the competencies required for the role of the IMC, they
apply for RPL based on this experience. The proof may include references and
supporting evidence of experience of professional development.
It would be expected that the process of RPL would be undertaken by the RTOs providing
the training package or units.
RPL assessment and determination can only be carried out at the time of submission of
appropriate supportive documentation. It is not expected that any particular profession
or qualification will be pre-determined as fulfilling all exemption requirements. Every
application for RPL will be determined on its own merits.
IMC Guidelines Page 7 of 10 Date of Issue – August 2008
THE ROLE OF THE INJURY MANAGEMENT COORDINATOR, RETURN TO
WORK COORDINATOR AND OCCUPATIONAL REHABILITATION PROVIDER
As represented in the diagram below, the roles of the RTWC, the ORP and the IMC are
separate and undertake different functions. However, they all play a pivotal role in the injury
management process and compliment each other through their commitment and
collaboration to achieve a common goal of returning the injured worker to early, safe and
sustainable return to work.
Depending on the needs of the organisation, it may be deemed viable for an individual to
undertake one or more of these roles assuming that they are suitably qualified, experienced
and their workload is deemed appropriate.
IMC Guidelines Page 8 of 10 Date of Issue – August 2008
FUNCTIONS OF THE RETURN TO WORK COORDINATOR AND THE
OCCUPATIONAL REHABILITATION PROVIDER
The Return to Work Coordinator provides the injured worker with workplace
based support and assistance throughout the rehabilitation and return to work
process by:
• assisting in developing and implementing RTW Plans and IM Plans
• assisting in identifying suitable and meaningful duties
• monitoring the injured worker’s progress and meeting regularly with involved parties
to provide updates and to discuss progress
• assisting the injured worker in carrying out his or her designated duties in a safe and
appropriate manner
• liaising with the IMC about the need for an Occupational Rehabilitation Provider
• liaising with involved parties as appropriate
• providing information on and explaining the injury management and return to work
process to the injured worker
• liaising with the injured worker as to their issues and suitability to return to work
• providing the injured worker with moral support
• encouraging and fostering a good relationship and effective communication between
the injured worker and employer
• actively promoting injury management and return-to-work processes and positively
influencing employee perceptions
• having input into OHS and the preparation and maintenance of workplace injury
management systems
• training and educating supervisors and workers about injury management and return
to work processes
• assisting in monitoring and evaluating the effectiveness of workplace injury
management systems
• collating and maintaining relevant documentation.
IMC Guidelines Page 9 of 10 Date of Issue – August 2008
The Occupational Rehabilitation Provider provides prompt and necessary
rehabilitation services to assist an injured worker to return to suitable and gainful
employment by:
• Managing the occupational rehabilitation of an injured worker, including but not
limited to the use of medical rehabilitation services and occupational rehabilitation
services including:
• occupational rehabilitation assessments
• occupational rehabilitation case management
• preparation of RTW Plans and IM Plans
• workplace services including: workplace assessment, job analysis and advice
concerning job modification
• work conditioning and functional education
• occupational rehabilitation counselling including: vocational counselling and
adjustment to disability counselling
• functional capacity assessment
• vocational assessment
• vocational placement including: advice or assistance concerning job seeking;
advice or assistance in obtaining vocational re-education or training; and post
placement support
• rehabilitation coordination including: basic case management and return to work
planning for the employees of their employer
• any other service as prescribed.
• Providing advice to the IMC, RTWC and injured worker in relation to rehabilitation
and return to work.
• Encouraging the active and ongoing participation of the injured worker in the
development, implementation and monitoring of IM Plans and RTW Plans.
• Enlisting the active involvement of appropriate people in the workplace to facilitate
rehabilitation of the injured worker.
• Ceasing involvement in a case when the occupational rehabilitation objectives have
been achieved or when no further cost-effective benefit is likely to be achieved. In
the latter situation, the ORP should make specific recommendations regarding further
assistance to the injured worker.
• Maintaining sufficient documentation (e.g. file notes, IM Plans, RTW Plans, report)
and provide in a timely and professional manner.
• Liaising with and providing pertinent information to key parties including: employers
(RTWCs), insurers (IMCs) and medical practitioners. All reports should be discussed
with and made available to the injured worker.
IMC Guidelines Page 10 of 10 Date of Issue – August 2008
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