Publications

icare produces a range of publications that demonstrates our values and breadth of work in the NSW community.

Respect and Resilience in Retail and Fast Food

This report summarises the findings of a systematic literature review on customer behaviour and focus groups and a roundtable event with retail employers and workers.

Dysfunctional customer behaviour refers to the spectrum of negative acts directed at service employees, ranging from incivility, to verbal abuse, to physical aggression and violence. These behaviours are common in the retail sector and exposure to them can have adverse consequences in the short- and long-term for psychological wellbeing, physical health, and work attitudes and performance.

Four strategic directions were identified to reduce dysfunctional customer behaviour and its impact on employees: modifications to the customer-service environment, increased workplace support, specialised customer-service training and emotional regulation training for customer-facing employees.

Shine newsletter — your stories of life after serious injury

Shine provides participants of Lifetime Care and the Workers Care Program with an opportunity to share stories about life after a severe motor accident or workplace injury.

In a first for Shine, Michael a Lifetime Care participant - together with his partner Eimear have written their own story. They provide a heartfelt account of life after Michael suffered a stroke following a serious cycling accident, and the difficult road back to work as an academic at the University of Queensland and life in general.

Shine newsletter - Winter 2019

Better magazine — your window into work and health 

Advances in technology, a more holistic understanding of the link between work and health and the ongoing evolution of the traditional workplace are all having an enormous impact on our working lives. Better helps readers to understand how icare is embracing the challenges and opportunities of the changing nature of work to deliver high-quality, relevant services for the people of NSW. Access the publication using the link below.

Better Magazine 2019

Mindful leadership

This white paper summarises the endemic problem of workplace stress and outlines three key responses to stress. The paper clarifies what mindfulness really is, provides an overview of the benefits and outlines strategies to ensure mindfulness is skilfully deployed to create results using insights from real case studies.

Bullying inquiry action plan

Our progress report outlines actions and progress against each of the recommendations that were supported by the Government arising from the General Purpose Standing Committee No. 1 Inquiry into allegations of bullying in WorkCover. The Inquiry’s recommendations that were supported by the Government will continue to be implemented across WorkCover’s three successor entities: the State Insurance Regulatory Authority (SIRA), SafeWork NSW and icare.

Can digital interventions help to improve mental health and reduce mental ill-health in small businesses?

Every person working in small business in NSW deserves to live and work with optimal mental health and wellbeing. To achieve this, we need to better understand the mental health needs of small business and prioritise evidence-based approaches that meet the specific needs of small business owners and workers.

icare investigating “What good workplace rehabilitation looks like”

At icare we are dedicated to working with our customers to provide best in class service and quality outcomes. In keeping with our commitment to evidence-based best practice, icare commissioned our internal Research and Design team, Ufirst, to launch an in-depth research into current workplace rehabilitation practices and to understand “what good workplace rehabilitation looks like”. 

Ufirst has undertaken this research through various forms of engagement including surveys, workshops, feedback sessions and focus groups with our customers and service providers along with comprehensive literature review. The resulting insights are outlined in the report available to download below.