Professional Standards Framework

Setting the standard for workers compensation claims professionals.

We've introduced the Professional Standards Framework to standardise the capability, knowledge, and skills of claims professionals across NSW Workers Compensation while supporting their professional development.

Industry-led and designed with claims experts across NSW Workers Compensation, the framework includes six standards guided by our commitment to injured workers and their employers.

They drive consistent service and will support injured workers through what can be a difficult time in their lives.

Introducing the Professional Standards Framework

If you need help accessing this video content, please email

For claims professionals, the framework maps out competencies across all core frontline roles, creating a clear pathway for career progress. This marks a milestone for the workers compensation sector as we work to deliver better outcomes for our people and the communities we serve.

Claims professionals are the foundation of our support system for injured workers. The Professional Standards Framework sets the benchmark for workers compensation claims professionals.

Download a copy of the Professional Standards Framework

Aims of the Professional Standards

Standards aligned to community expectations

Training that is contextualised to workers compensation, aligned to the commitments and reflective of the evolving direction of the industry.

Improved employer & worker experience

Provides confidence that claims professionals are responsive to employer and worker needs through consistent claims management.


Standardised capabilities and fit-for-purpose training will promote consistent service and claim decisions.

Scheme Sustainability

An upskilled workforce will provide employers and workers with greater recovery and return to work support through proactive claims management.

Metrics to Job Readiness

Consistent methodology to identify when claims professionals are competent to independently engage with stakeholders, or ready to move to the next proficiency level.

These standards have been adopted by icare and our Claims Service Providers. If you are a workers compensation claims professional interested to learn how this framework can support you please speak to your employer.

Learn more about Claims Service Providers
Tagged in: