6.1.3.2 Person-centred support
The Agent Family Support Specialist (Agent FSS) must provide tailored support to meet families’ emotional, financial and community needs while empowering them to move towards self-management. This support can last months or even years in some cases.
The Agent FSS must respect the deceased worker’s family’s wishes not to participate or not to be contacted due to legal representation.
As early as possible, families should be provided with Collection Statement WorkSafe's Worker's Claim Form contains a page explaining the privacy policy in relation to the management of a claim. This text is titled 'Collection of personal and health information to manage your claim'. factsheet.
The Agent FSS is to keep the family or their representative informed as to changes in liability status.
Home visits
Appointments for a home visit with the deceased worker’s family must be made with the consent of the family. It may be that the family is not ready for a visit and may ask for it to take place later. The Agent must respect the family’s wishes.
Agents will need to be flexible and be able to attend home visits anywhere in Victoria. The visits may be scheduled at the venue of a third party such as the family lawyer or local Agent or WorkSafe office.
During the initial home visit, the Agent FSS should explain the contents of the Family Companion pack and the processes for a death claim.
Multiple visits can be undertaken.
Support plan
When the Agent FSS develops and updates a plan to support the family, the plan, updates and collection of information must be stored securely and separate from the family’s claim.