5.5.6.5 Recovery Support Service

The Recovery Support Service has been developed as an intervention that sits alongside current existing services of OES Original Employer Services and NES New Employer Services. The goal of this service is to keep the injured worker, employer and Treating Health Practitioner engaged, connected and supported, specifically, where there are non-vocational goals. The key to this support is engagement with all key stakeholders in a combined setting where possible and practical.

Supports and interventions recommended by OR Occupational Rehabilitation Providers over the duration of this service are to be evidence-based. This will ensure that any support or intervention a worker is engaged in will be of best practice and be beneficial to the worker.

OR providers must seek Agent approval prior to commencing the Recovery Support Service if not referred for by an Agent. Approval must be requested via the Approval Notification which sits as a precursor to the Service Notification.

OR providers should approach Recovery Support Service (RSS) with a view of building the skillset and capacity of the injured worker to enable self-management and/or the ability to continue to seek relevant support, post completion of the service.

Engagement in this service is voluntary and cannot be referenced in any compliance process.

Recovery Support Service can include:

Phone / video based or in person contact between an ORP and injured worker, treating health practitioner and where relevant, employer.

  • This should involve (but is not limited to) discussions regarding:
  • the injured worker ‘s current treatment and recovery plan including the establishment of and adherence to same (engaging with the THP Treating Health Practitioner)
  • opportunities for home based recovery and rehabilitation initiatives
  • exercise regime and guidance, with the support of the THP
  • activities of daily living, structure and daily activity schedule
  • community connection
  • current mental health status
  • psychosocial and practical concerns
  • how the injured worker is managing at home and how the OR provider can offer guidance, education, coaching and support
  • financial counselling, or an opportunity to have financial counselling, not however delivered by the OR provider
  • coaching on mindfulness and relevant resources, including mobile applications
  • placing the injured worker in contact with peer support that is a part of workers local community to engage in networking and peer support.
  • graduating exposure to domestic duties and education on pacing
  • tools, resources and support to support self-management of the above, where possible

A dedicated Recovery Support Service THP Case Conference can be billed as per the relevant fee schedule (maximum of one Case Conference) which is not included in the maximum of 10 hours of funding.

See: Recovery support service fact sheet | Recovery support service - Information for injured workers

5.5.6.6 Volunteer Support Service

The Volunteer Support Service (VSS) is an OR intervention to support injured workers to engage in suitable community based volunteer activities which match their interests and capacity.

The service supports the injured worker in sourcing a volunteering placement, assessing the suitability and safety of that placement and guiding the worker through initial stages of commencement of volunteering.

The goal of volunteering as part of their RTW Return to Work rehabilitation is to keep the injured worker engaged, connected and supported. Volunteering may be appropriate where:

  • the worker has capacity to engage in activity but not yet work

  • volunteering would provide practical experience from re-training courses

  • the worker would like to gain short term experience of working in a particular type of role

  • there are non-vocational goals.

OR providers must seek Agent approval prior to commencing VSS if not referred by an Agent. Approval must be requested via the Approval Notification which sits as a precursor to the Service Notification.

OR providers should approach VSS with a view of building the skillset and capacity of the injured worker to enable self-management and/or the ability to continue to seek relevant support, post completion of the service.

Note: Engagement in this service is voluntary and cannot be referenced in any compliance process.

The injured workers must:

  • have a capacity for identified volunteer activities based on treating health practitioner feedback

  • be willing to participate in volunteering with either a community based organisation or private company as part of their recovery.

Referrals

The Volunteer Support Service (VSS) is an intervention that sits alongside current existing services of OES and NES, and may be delivered concurrently.

A certified capacity for referral to VSS is not required however a capacity (certified or other documented format) to commence volunteering must be evidenced.

Agents must first discuss with the injured worker their readiness and commitment to participating in VSS with a view of supporting a volunteering placement. Upon confirmation of the above, the Agent may refer to VSS via the standard OR referral process in Novus.

OR providers may also identify injured workers receiving current services as being appropriate for VSS and should discuss this with the Agent.

VSS requirements

VSS should include face to face (or phone / video if face to face not possible) contact between an ORP and injured worker, treating health practitioner and where relevant, Agent. The discussion should include:

  • a summary of the injured workers skills and interests

  • details of the treating health practitioner’s support for the injured worker volunteering (obtain evidence in writing)

  • proposed volunteering opportunities that the injured worker and/or treating health practitioner have discussed and/or identified

  • specifics with respect to functional tolerances, capacity and volunteering ability

  • duration of volunteering

  • detail of the cohesion between the volunteering being proposed and the short term / longer term return to work and recovery plan for the injured worker

  • a summary of the injured worker’s skills and interests

A dedicated VSS THP Case Conference can be billed as per the relevant fee schedule (maximum of one Case Conference) which is additional to VSS funding.

VSS Outcome Report

The OR provider should submit the VSS outcome report upon the completion of servicing. This should include:

  • detail of the steps undertaken planning for the volunteering placement

  • detail of the workplace assessment

  • detail of when the volunteering commenced.

Where required, the OR provider should clearly outline what ongoing support the injured worker requires where specific Agent action is required.

VSS Placement Support

Once an injured worker is placed in their volunteer experience, VSS Placement Support should immediately commence. The consultant should provide ongoing support for approximately 30 minutes per week over a 6 week period, with some flexibility for delivery to the maximum service hours. This should include liaison with the injured worker, volunteer agency, Agent and/or THP as appropriate.

A volunteering placement may progress to paid employment, on these occasions the OR provider should refer to NES guidance.

VSS may be offered once per claim after which the worker should be able to independently source any future volunteering opportunities.

Worker injured at their volunteer placement

If an injured worker placed through VSS is injured at the volunteer workplace, the worker and/or volunteer organisation should contact their Agent and Occupational Rehabilitation provider.

Volunteering via the VSS is covered for re-injury or exacerbation in the same way as other claims undertaking Occupational Rehabilitation. Re-injury or exacerbation sustained at the host organisation during the worker’s participation in VSS will usually be considered related to the original claim (subject to the usual statutory tests).

See: OR fee schedule | Volunteer support service – injured worker fact sheet

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