The College of Law - Review of Workers Compensation Improving Quality Recent Initiatives at the NSW Workers Compensation Commission Sian Leathem Registrar, Workers Compensation Commission February 2009

Recent Initiatives  Professional Development Framework for Arbitrators and Approved Medical Specialists  Consolidated Medical Appeal Panels  Key Performance Indicators Framework  Regional Venues Review  Forms Review  New Recording Software

Professional Development Framework for Arbitrators & Approved Medical Specialists AIM – to improve the quality of decision-making Key Components  Competency Framework  Performance indicators / measures linked to framework  Self Development Plans  Peer Review  Performance Appraisal

PD Self Assessment PD Opportunities Peer Review Qualitative Information and Quantitative Reports Appraisal Self-Assessment Appraisal Report Evaluation Arbitrator / Approved Medical Specialist Professional Development (PD) Cycle

Uses of the Competency Framework The foundation for: –self assessment –peer review –appraisal –design and development of professional developments opportunities including conferences

Arbitrator Framework of Competency A.Knowledge and values B.Communication C.Conduct of cases D.Evidence E.Decision-making F.Facilitation, case management and administrative skills

AMS Framework of Competency A.Knowledge and values B.Communication C.Conduct of Medical Assessment D.Report of Medical Assessment E.Case management and administrative skills

Consolidated Medical Appeal Panels Aim – to improve consistency and timeframes of Medical Appeal Panels Significantly reduced number of Arbitrators and Approved Medical Specialists who sit on panels.  2007 Approx. 50 Arbitrators, 120 AMS  Arbitrators, 20 AMS (Primary) Preliminary results:  decrease in average time taken from 106 days to 95 days  decrease in medical appeal rate from 21 per cent (Feb 08 to 11 per cent (Jan 09)  decrease in revocation rate from 21 per cent (Feb 08) to 5 per cent (Jan 09)

Key Performance Indicator Framework Aim – to provide information targeted at various levels 1.Corporate Key Performance Indicators 2. Management Performance Indicators 3. Operational Performance Indicators 4. Support Performance Indicators 5. Service Standards The framework provides for both outcome and output based performance indicators

Corporate Key Performance Indicators (KPI’s)  Measures performance of Commission against legislative objectives  Basis for formal reporting to Minister  Public release in the Annual Review  External publication includes statistics on workloads and throughputs e.g. counts of new and finalised applications by type, outcomes for applications and work in progress

Time Taken to Resolve Matters

Management Key Performance Indicators  Measures the Commission’s performance on a monthly basis  Facilitates the monitoring and review of performance through the analysis of trends Operational Performance Indicators  Measures the performance of business units involved directly in dispute resolution and case management within the Commission  Operates as a management tool to implement corrective action where necessary

Support Performance Indicators  Measures the performance of business units that support the operations of the Commission  Operates as a management tool to facilitate remedial action as necessary

WCC Service Standards  Describes how the Commission will deliver its services to clients  Forms part of a “client service charter” published on the website.  Includes generic statements regarding service levels as well as specific standards for process related functions

Regional Venues Aim: Regional service provision to be better coordinated and more efficiently delivered  Reduce number of approved locations from 48 to 16 locations across New South Wales  Review quality and adequacy of existing venues at each location  Better coordination of regional hearings

New Recording Software piloted the use of two voice recording hearing rooms on level 21 of the Commission’s Oxford St premises – progressive roll out of the new technology to the remaining hearing and conference rooms on level 21.

Forms Review Part of post implementation review of Nov 06 legislative changes.  sought feedback from staff, external users of the Commissions forms, Arbitrators and service providers  implementation of suggestions & other changes to forms Consequently  8 forms were changed  5 new forms developed  Updated Guidelines to forms

Applications to Resolve Dispute

Other Applications

ARD Outcomes

Outcomes of other applications

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