Professional Standards Framework designed for NSW Nominal Insurer and Treasury Managed Fund workers compensation
icare has developed, in conjunction with industry, a framework of professional standards for workers compensation claims management professionals within the NSW Nominal Insurer and the Treasury Managed Fund.
The Professional Standards Framework aims to create an industry of claims professionals and raise capabilities in the management of claims that will make a difference and achieve better outcomes for our workers and employers of NSW.
The framework was co-designed by icare in partnership with EML, Allianz, GIO and QBE, the four workers compensation claims service providers. Also consulted was the Nominal Insurer Advisory Council (NIAC), made up of employer and union groups, and there was liaison with the other workers compensation jurisdictions across Australia.
Mary Maini, Group Executive Workers Compensation at icare, recognises the critical role claims professionals play and endorses icare’s dedication to supporting their development.
"Uplifting capability within claims management to achieve better outcomes for our customers was a recommendation in recent icare reviews," she says.
"Professional standards will define the expectations of practices, skills, and knowledge required for everyone who works in workers compensation claims. These standards are overarched by our Customer Service Principles which have been designed to reflect the State Insurance Regulatory Authority’s (SIRA) Customer Service Conduct Principles to foster consistent behaviour and service delivery. They will also provide the establishment of a career pathway for claims professionals."
The Professional Standards Framework contains key competencies for staff who manage workers compensation claims and will support professional development and growth, allowing individuals to acquire new skills and knowledge and accelerate existing ones.
icare will be rolling out elements of the framework during 2022 in partnership with the claims service providers and through engagement with the Personal Injury Education Foundation (PIEF). The roadmap has been phased to ensure gradual implementation, including testing, refining and alignment with formal education programs.
The framework has been endorsed by all four workers compensation claims service providers:
EML
"Case managers play the most crucial role in helping people get their lives back. The new framework aligns well to our current capability framework and will ensure that we can continue to enhance and evolve the capabilities of our people to improve customer outcomes."Allianz
"The co-creation approach ensures we set up for success, to enable our people to grow, develop transferable skills and have a clear career pathway together."GIO
"GIO is committed to the development of the standards because we have always placed the highest value on the skills, capability, and development of staff. We are excited to see the development of minimum standards across the scheme, which we feel will have a material impact on improving results for all our customers and the scheme more broadly."QBE
"It has been an extremely positive experience to collaborate with icare and other claims managers and create a co-designed framework to support the capability uplift of the scheme. The framework further supports QBE’s commitment and culture of ongoing learning, growth and performance."Our professional standards
Contact us
For more information contact professionalstandards@icare.nsw.gov.au.
