Take Home Messages 

RTW Coordinator competencies result from a mixture of personal attributes (for example, perseverance and resilience), formal training (for example, into workplace policies and workers' comp legislation) and on-the-job training and mentorship (for example, identifying and dismantling barriers to RTW).

RTW Coordinators from a wide variety of backgrounds agree that maintaining confidentiality, ethical practices, responding in a timely manner and demonstrating good organisational and planning skills are essential elements of their role. Listening and communication skills, the ability to be approachable and relate well to a wide range of people, the ability to instil trust and confidence, consistently focusing on important RTW issues and effective problem solving are also important.

Communication, negotiation and problem solving take precedence over technical skills in physical job analysis, ergonomics and labour-management issues, although the latter skills are seen as important.

Similarly, while an understanding of medical issues is useful, understanding job requirements and the worksite is generally considered more important.

Why the research matters

RTW Coordinators are pivotal in returning ill and injured workers to work but there has been little research into the knowledge, skills, attitudes and behaviours associated with success in this role. In order to assist employers to choose, train and support RTW coordinators effectively, this study asked RTW Coordinators about the competencies required to do their job well.

What the research involved

RTW Coordinator competencies—defined as the knowledge, skills, attitudes and behaviours required to effectively support return to work—were identified by industry focus groups, involving 75 experienced RTW Coordinators. These competencies were reduced using affinity mapping and sorted into eight groups: administration, individual personal attributes, information gathering, communication, professional credibility, evaluation, problem-solving and conflict management.

148 active RTW Coordinators (48% from the US, 37% from Canada and 13% from Australia) then completed an Internet-based survey asked them to rank 100 RTW coordinator competencies according to a five point scale where 1 = not too important, 2 = somewhat important, 3 = important, 4 = very important and 5 = essential.  

Research findings

There is substantial agreement amongst RTW Coordinators from various backgrounds about the competencies required to perform their role effectively.

Personal attributes associated with successful RTW Coordination include:

• Perseverance;
• Teamwork;
• Insight;
• Appropriate assertiveness;
• Resilience;
• Self-awareness;
• Open-mindedness; and
• Patience.

Competencies that can be taught via formal training include:

• Formal knowledge of workplace policies and procedures relating to RTW;
• Workers’ comp laws and practices;
• Health and disability insurance benefits and procedures; and
• The work disability implications of various medical conditions, especially functional implications of specific diagnoses.

Competencies that are best acquired via on-the-job training, mentorship, supervision and feedback include:

• Ability to evaluate RTW barriers and develop and implement solutions;
• Ability to organise and direct a group effort to achieve RTW;
• Ability to maintain focus on the important RTW issues;
• Effective and appropriate communication in the RTW context; and
• Consensus-building amongst diverse stakeholders.

Maintaining confidentiality, ethical practices, responding in a timely manner and demonstrating good organisational and planning skills are key behaviours of RTW Coordinators. Listening and communication skills, the ability to be approachable and relate well to a wide range of people, the ability to instil trust and confidence, consistently focusing on important RTW issues and effective problem solving are also important.

Communication, negotiation and problem solving take precedence over technical skills in physical job analysis, ergonomics and labour-management issues, although the latter skills are seen as important.

Similarly, while an understanding of medical issues is useful, understanding job requirements and the worksite is generally considered more important.

Original research

J Occup Rehabil. 2009 Oct 14.
Development and Validation of Competencies for Return to Work Coordinators.

Pransky G, Shaw WS, Loisel P, Hong QN, Désorcy B.

Link to PubMed abstract