In the Australian context a Return to Work Coordinator (RTWC) assists an injured worker with workplace-based support and guidance following a work-place injury. Legislative requirements and the involvement of many stakeholders add to the complexity of the role. Selecting the right person for the role, those who possess suitable qualities and traits to manage the RTW process may assist to promote a more positive outcome for workers. International literature recommends the need to clearly describe the role and the essential qualities and attributes required for RTWC to facilitate a safe and early RTW for injured workers.

The aim of the study was to understand the perceptions and experiences of RTWC with respect to the essential qualities and characteristics required to perform their role.

Seven focus groups with 25 participants were conducted in 7 major Australian cities with Workplace RTWC who had a minimum 2 years experience and were involved in the development and implementation of workplace policies and procedures. Participants were recruited through a National RTWC website, RTWC interest groups and snowballing. Western Australian and the Northern Territory were excluded from this study as they have no legislative requirements for workplace RTWC.

Three key themes were identified from the data. 1) Communication skills, 2) RTWC characteristics, and 3) Managing the RTWC process.

RTWC in this study highlighted that for success to occur within the RTW process, much relies on the individual RTWC inherent interpersonal qualities. In addition the RTWC identified compassion, empathy, friendly, organised and supportive as necessary attributes to perform the role. Essential qualities included good communication skills, listening skills, and problem solving and mediation skills. The qualities, attributes and skills identified in this study may be used to define the required selection criteria for individuals choosing to enter this field of work.

RTWC emphasised the importance of possessing effective communication and active listening skills as being central to the role. RTWC need to be committed to providing practical, non-judgmental and honest communication with all stakeholders in the RTW process (1). As one of the RTWC explained,

‘you need to communicate well, and communication includes documentation and correspondence’ [Participant 14]

RTWC in this study highlighted the necessity of both verbal and non-verbal communication skills with all stakeholders to perform the role proficiently.

RTWC in this study expressed the necessity of inherent interpersonal skills when relating to injured workers and clearly articulated the importance of having particular essential skills, attributes and knowledge to successfully fulfil the role. A few noteworthy attributes are having empathy and being compassionate, friendliness, organisation, being supportive and ‘thick skinned’. Perseverance and persistence were also identified as notable traits when encountering obstacles in the RTW process:

‘I think persistence, especially walking into a very sort of hostile environment towards compensation and return to work and that sort of thing’. [Participant 3] ‘..and a little bit of perseverance as well as the ability to keep pushing through’[Participant 20]

RTWCs acknowledged some of the challenges faced during the RTW process. RTWC often struggle due to the lack of organisational resources and support, while others contend with wearing ‘many hats’ within their workplace or their part-time status. The RTWC in this study were confident in their ability to manage the RTW process while working to achieve the best outcome for the injured worker.

‘Because that’s a skill, being able to – being able to help people understand where you are coming from and what you are trying to achieve… I think the ability to do proactive return to work where you can propose programs and obviously there are some other skills and knowledge that is to do with that but, having that goals oriented return to work programs, where we are trying to achieve full pre-entry duties, and that is our commitment, as a business, as a RTWC’ [Participant 15]

Communication Skills RTW Process RTW Characteristics

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Focus groups held in these States

No legislation required for RTWC

References:

1. Shaw W, Hong Q-N, Pransky G, Loisel P. A literature review describing the role of return-to-work coordinators in trial programs and interventions designed to prevent workplace disability. J Occup Rehabil. 2008 Mar;18(1):2-15.