2.1.8.3 Commence entitlements

As soon as possible, register and determine liability of the claim and the PIAWE so entitlements can commence where applicable.

Continue to check in with the employer and worker/family member Family member means a partner, parent, grandparent, sibling or child of the worker or of the worker's partner and monitor current needs. Utilise ‘Ask Izzy’ for more tailored support services.

By	Action
Agent*	Contact the employer to: advise of liability decision or timeframe for decision ensure timely payment of weekly compensation or alternatively leave entitlements such as sick or annual leave, pending the claim decision. If the employer is unwilling or unable to make timely payments of weekly compensation, consider making the worker a direct payee. See: Direct payees If making direct payments: do not delay paying the worker whilst waiting for Direct Payee documents as a four week period of weekly payments can be made without taxing at the top marginal rate ensure bank account details on the Direct Entry Application form is in the sole name of the worker; a joint name account should only be permitted if the employer can confirm the joint account was used for the worker’s wage deposits no further weekly payments should be made if the above bank account details can’t be confirmed. Agents should contact claimspractices@worksafe.vic.gov.au for assistance with obtaining financial guardianship via VCAT.
Agent support role	Maintain contact with worker/family member as agreed: advise liability decision or timeframes for decision discuss next steps in claims process discuss secondary mental injury and treatment, including family counselling if eligible co-ordinate or assist with connections to supports independent of the scheme, for their emotional, financial and community needs, if required. Coordinate with the Eligibility Officer or Case Manager to hold joint discussions with the worker/family member for technical discussions such as PIAWE calculation.
Agent support role	Contact hospital patient liaison officer to advise of: worker’s claim number liability decision or timeframes for decision contact details, including the Case Manager or IMA (where applicable) who can assist with timely assessment of any medical requests due date for next Certificate of Capacity, with extended period if applicable. See: Extended certificates

Action

Agent*

Contact the employer to:

advise of liability decision or timeframe for decision
ensure timely payment of weekly compensation or alternatively leave entitlements such as sick or annual leave, pending the claim decision.

If the employer is unwilling or unable to make timely payments of weekly compensation, consider making the worker a direct payee.

See: Direct payees

If making direct payments:

do not delay paying the worker whilst waiting for Direct Payee documents as a four week period of weekly payments can be made without taxing at the top marginal rate
ensure bank account details on the Direct Entry Application form is in the sole name of the worker; a joint name account should only be permitted if the employer can confirm the joint account was used for the worker’s wage deposits
no further weekly payments should be made if the above bank account details can’t be confirmed. Agents should contact claimspractices@worksafe.vic.gov.au for assistance with obtaining financial guardianship via VCAT.

Agent support role

Maintain contact with worker/family member as agreed:

advise liability decision or timeframes for decision
discuss next steps in claims process
discuss secondary mental injury and treatment, including family counselling if eligible
co-ordinate or assist with connections to supports independent of the scheme, for their emotional, financial and community needs, if required.

Coordinate with the Eligibility Officer or Case Manager to hold joint discussions with the worker/family member for technical discussions such as PIAWE calculation.

Agent support role

Contact hospital patient liaison officer to advise of:

worker’s claim number
liability decision or timeframes for decision
contact details, including the Case Manager or IMA (where applicable) who can assist with timely assessment of any medical requests
due date for next Certificate of Capacity, with extended period if applicable.

See: Extended certificates

*non-specific Agent role

2.1.8.4 Ongoing support

Over the initial months following the incident, tailored support for the worker/family member should focus on:

emotional, financial and community needs
recovery and return to work planning
hospital discharge preparation.

Longer term support (6+ months after incident) for more complex cases should also focus on:

respite and carer supports (emotional and financial)
potential referral to Community Integration Program.

Support should be provided on an agreed frequency or as needed basis.

By	Action
Agent support role	Contact (phone or in person) worker/family member to introduce the Case Manager.
Case manager	Coordinate with Agent support role: proactive claims management and recovery activities joint discussions with the worker/family member for claims management and recovery activities. See: Specific services and programs.
Agent support role	Maintain contact with hospital: monitor discharge date coordinate with the Case Manager and hospital any activities needed for discharge, for example ADL for home help, aides/appliances or gardening services. See: Arrange an ADL assessment
Agent support role	Maintain contact with worker/family member as agreed. Final contact with worker/family member to occur post discharge: provide information on other entitlements such as Impairment Benefits or specific services and programs advise of handover to Case Manager.
Case manager	Take sole conduct of claim (discuss recovery and RTW planning obligations, when appropriate, with worker and employer, liaise with THP, etc.).

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