Transforming Your Workers Compensation Case Management: Enabling Recovery Through People-Centred Care
DURATION
5 Sessions over 4 Weeks
DELIVERY
BLENDED
START DATE
29th July 2025
Are you getting the best outcomes for your people and your workers’ compensation performance?
This master class offers an unconventional and people-centred approach to workers' compensation and case management. Move beyond traditional, process-driven models and discover how to put people at the heart of the recovery journey, leading to better outcomes for both individuals and your organisation. Nancy brings her real-world experience in transforming workers’ compensation case management to achieve better results for those going through the system, and for the employers she has worked with.
why is this master class different?
Human-Centred Focus: We challenge the conventional approach to injury management and claims, shifting the focus from mere administration to enabling people and their well-being.
Beyond Bureaucracy: Learn to identify and remove the performance drag caused by bureaucratic systems and limitations, fostering an environment where people can thrive.
Holistic Care: Understand that true care for your people encompasses both physical and mental health, ensuring a holistic approach to support and recovery, regardless of compensability.
Optimising Outcomes: Discover how a people-centred approach not only improves individual recovery journeys but also delivers significant financial benefits by reducing claims costs and improving retention rates.
Strategic Systems Thinking: Developed from extensive experience in Human Factors and organisational re-engineering, this masterclass will equip you with a strategic systems thinking approach to transform your case management.
what will you learn?
Shifting Mindset and Behaviour: Explore the importance of purpose and motivation in the field, moving beyond checklist-driven tasks to genuinely enable people to succeed.
The Power of Connection and Engagement: Understand how building genuine connection and engagement with your teams can uncover barriers, capability gaps, and blind spots, transcending hierarchical levels.
End-to-End Case Management: Move away from segmented, siloed processes and embrace a model where there is real ownership of the individual's journey to recovery.
Challenging Conventional Practices: Critically examine traditional approaches to medical interventions and claims management, learning from studies that highlight the importance of holistic care and non-incentivised outcomes.
Integrated Systems for Better Data: Learn how to integrate disparate data systems to gain meaningful insights into your organisation's health and safety, moving beyond standalone safety systems.
who is this for?
Senior Leaders - Who want to engage their organisations and bring ‘buy-in’ to a new way of thinking around workers compensation and employee wellbeing.
Operational Leaders / Line Managers - building synergy between cse managment and workers.
Claims Managers and Case Managers - Learning New strategies and tools to achieve better results for participants in the process and the employer laibilities.
Safety Leaders - interested in incorporating Human Centred Design to building people capacity.
program structure
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This foundational module challenges the traditional, often transactional, view of workers' compensation. We'll explore why a truly human-centred approach is not just ethically sound, but essential for achieving optimal recovery outcomes and sustainable organisational performance. You'll learn to identify the limitations of compliance-driven models and begin to envision a system that prioritises individual well-being and genuine support.
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Moving beyond the idea of simply "managing" an injury, this module focuses on the principles of enablement. We'll delve into strategies that empower individuals throughout their recovery journey, fostering agency, purpose, and connection. You'll discover how to design processes and interventions that build resilience, promote self-efficacy, and reduce reliance on passive or prolonged support.
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Effective workers' compensation doesn't exist in a vacuum. This module explores the critical importance of integrating injury management with broader health, safety, and HR functions. You'll learn how to break down organisational silos, fostering seamless communication and collaboration to provide holistic support that addresses not just the physical injury, but also the psychosocial and vocational aspects of recovery.
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Leadership plays a pivotal role in transforming workers' compensation. This module focuses on developing empathetic leadership skills that foster a genuine culture of care within your organisation. We'll explore how to communicate effectively, build trust, and create an environment where individuals feel supported, heard, and valued, significantly impacting their recovery trajectory.
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The final module shifts our focus to demonstrating the tangible benefits of a human-centred approach. You'll learn how to move beyond traditional metrics to measure the true impact of your transformed workers' compensation system – on both human well-being and organisational success. We'll explore strategies for showcasing improved recovery rates, reduced claims costs, enhanced employee engagement, and the overall value of people-centred care.
This highly interactive and participative program blends individual self-paced learning and reflection with engaging live online group sessions. Each participant will be given access to our interactive platform featuring case studies, videos, podcasts, articles and more, to optimise your learning journey.
The program runs over 4 weeks and consists of 5 x 2 hour sessions.
Before each module begins, we will invite you to undertake guided, self-led learning, including a thought-provoking video, podcast, and reading collateral to prepare you for the topics featured in the next module.
Australia
Tuesdays 29th July, 5th, 12th, 19th, 26th August
11am to 1 pm AEST
dates
meet our facilitators
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Nancy Abdelnour is a Psychologist and a solutions-based leader with over two decades of experience in workplace health management, rehabilitation, and claims case management. She is skilled in developing and implementing evidence-based solutions to achieve positive human and business outcomes. Nancy has redesigned Telstra's health and case management model, incorporating early intervention and end-to-end case management. Her "people before process" philosophy promotes fair compensation and outcome-focused practices, leading to improvements in Return to Work (RTW) and health outcomes while reducing the impact of illness and injury. She has also established a Workplace Rehabilitation Provider Panel with a robust performance framework to measure ROI.
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Kelvin Genn is the Art of Work Solutions’s Managing Director. He is a strategic systems thinker with experience in Human Factors and organizational re-engineering. He developed his systems thinking approach working in the Royal Australian Air Force for 10 years. Following this, for 10 years, he led systems and risk management program across Asia Pacific and Europe with Compass Group Plc, the world’s largest support service company with more than 750,000 employees.
More recently he was working for (SKM) Sinclair Knight Merz as the Global General Manager for Safety and Wellness delivering safety for major project construction in mining, energy and infrastructure.
As a Board Member for NSW Health, Kelvin has worked as the NSW Health Director for Clinical Quality and Patient Safety. He has also worked with the Australian Commission on Safety and Quality in Health Care to develop the national accreditation system for all health care providers across Australia. He was responsible for shaping the state and national agendas for clinical health care safety and quality through provision of expert advice to the NSW Health Management Board and the NSW Minister of Health.
pricing
Book your spot now for AUD$1400*
10% discount for lighthouse members
15% discount for booking 3 or more participants
* Excluding Fees & Taxes
why choose art of work academy?
Founders of Safety Differently: we brought the Safety Differently movement, theory and research into practice. We live and breathe the principles and have first-hand experience implementing Safety Differently in organisations across different sectors.
Personal: we create small learning groups to allow you to benefit from individual attention in a ‘safe space’ environment. We will encourage you to understand your leadership style and strengths whilst supporting your areas for development with the potential for coaching sessions.
Collaborative: in your learning ‘cohort,’ you will have the opportunity to expand your network, gain new ways of thinking and test ideas with peers from a range of sectors and businesses.
Practical: we adopt a strong practical focus to enable you to bring your learning to life back in your organisations. Our facilitators are subject matter experts and are immersed in the latest thinking and know-how to put it into play.
how will you learn?
With our blended learning approach, you will receive in addition to the 2 x 4hr live sessions, a suite of companion online content that will help to reinforce your understanding of the different concepts, tactics and strategies covered in the program. These include:
Key Readings
Videos & Podcasts
Quizzes
Forum Discussions
Reflection Journal
what you will take away
The conversation does not end at the completion of this program. Academy courses include:
Six months of access to course materials, workshop recordings
One year membership to art of work solutions lighthouse including access to a ‘private’ Lighthouse Resource Centre - a comprehensive web portal packed with case studies, Master Class content, reference documents and white papers
Invitation to Lighthouse virtual collaboration and networking events featuring topical themes and renowned guest speakers
Access to the Art of Work Solutions Journal Club; a chance to connect, share ideas and learn from like-minded professionals
