SIRA extends Workers Compensation Assist to continue to support workers with an injury

29 April 2023

Following an independent evaluation of its successful pilot program, the NSW State Insurance Regulatory Authority (SIRA) has extended Workers Compensation Assist program to provide an ongoing service to support people injured at work.

The 12-month pilot was originally established as part of SIRA's 10-point plan of priority actions to lift return to work performance. SIRA partnered with 8 insurers from the Self and Specialised Insurer and Treasury Managed Fund portfolios in a collaborative model.

Dr Petrina Casey, SIRA Acting Chief Executive said that the ongoing outreach call service would continue to assist people injured at work to understand their rights, choices and responsibilities in the NSW Workers Compensation Scheme.

"SIRA is delighted that Workers Compensation Assist has been established as an ongoing service and will continue to provide education, information and impartial support to workers with an injury to empower them to drive their recovery".

"The review into the pilot found that people participating in the program were positive about having a conversation with a Workers Compensation Assist Customer Service Agent. Post-call survey responses highlighted that three quarters of people agreed or strongly agreed that they had a better understanding of the claim and recovery journey, options to return to work, and about their choices, rights and entitlements."

"Importantly people that participated in the program also had significantly more trust in the scheme, which we know is an important factor in recovery."

"SIRA will continue to build on the pilot's success by adopting recommendations made from the review and continuing to share regular insights with insurers participating in the service," Dr Casey said.

Fire and Rescue NSW partnered with SIRA in the pilot program and have committed to the ongoing service. Andrew McGarity, Manager, Injury Management Health & Safety, Fire and Rescue NSW said the positive feedback from workers and SIRA's collaborative approach throughout the pilot has meant Fire and Rescue NSW will continue to participate in the service."

"Workers Compensation Assist has provided an environment where our people injured at work can be open, honest and unfiltered. The psychosocial benefit of feeling cared for by SIRA taking a person-centred approach has driven positive outcomes.

"Fire and Rescue NSW appreciated the insights shared throughout the pilot and SIRA's willingness to listen and respond to our feedback. We are looking forward to continuing to participate in Workers Compensation Assist and deliver better outcomes for our people," said Mr McGarity.

SIRA is delighted to be also working with Aldi, Toll, McDonalds, Department of Communities and Justice and local health districts within Ministry of Health NSW.

SIRA will also use the data it receives from insurers to provide additional outreach support to those people who may need our help most.

Further information

• About Workers Compensation Assist