We've learnt that to avoid stress claims, early intervention is the key. Some claims, however, will be unavoidable; if one is made, the key becomes early rehabilitation.

Good management of stress claims requires swift action on the part of the employer, case manager or RTW coordinator. Pro-activity increases the chances of the individual returning to the workplace. A stress claim is no different from a knee or back injury claim in this way; the quicker the action towards appropriate return-to-work, the better the outcomes will be.

Outcomes will be better still if an employee feels that their work is valued, management is committed to their return to work and colleagues provide support upon their return.

Management can let the worker know they are valued and that they have the support of the workplace by keeping touch while the worker is off work – while the claim is in motion. This is much better than waiting until the worker has returned to let them know how valuable they are to the workplace, or that colleagues are rallying behind them. Absence from work can create more stress or anxiety, and communication with the workplace during rehabilitation is a good way to minimise this.

Evidence based rehabilitation suggests early contact with a staff member (including the period prior to the lodgement of a claim) is crucial to achieving successful return-to-work results. Early rehabilitation maximises communication between the key stakeholders, and minimises the build-up of secondary psychosocial and de-motivational factors that may detract from successful return to work."

The employer's main role is to communicate with the employee and listen, and through doing so help identify suitable activities for the worker's return to work. The employer is also responsible for having a strong policy in place – that staff is aware of – to facilitate the swift and effective management of a claim.

Rehabilitation approaches that foster early management and RTW include:

• Supervisor: investigates and remediates circumstances which caused injury or illness,  assists case manager and staff member in return to work
• Case Manager: co-ordinates rehabilitation and return-to-work programs
• Claims Manager (organisation): co-ordinates claims management for organisation
• Approved Rehabilitation Provider: rehabilitation services provider approved by Comcare Australia, designs and implements rehabilitation and return-to-work programs
• Claim Manager (Comcare Australia): the person in Comcare Australia who is responsible for managing and coordinating the claim.

It's important that the employee be involved – alongside the employer and a medical practitioner – in the drafting of their return-to-work plan. Collaboration here will ensure the plan is accurate and comprehensive. The plan should include strategies to resolve any issues that may inhibit recovery. It should also include flexible workplace solutions to support the worker once they are back at work. This could mean changes to tasks, the way work is managed or work scheduling.

Lack of flexibility and support, and a voice that falls on deaf ears will all act as disincentives for the worker to return. Management should be active and it should listen. These are the qualities that will see an injured worker rehabilitating and returning to their job as quickly as possible.