Human Resources Forum 9 December 2009 DBE/TIO Workers Compensation Update Presented by: Rachael Wright – Asst Director of Occupational Support Services, DBE Sharon Roxby – Manager, Workers Compensation Claims, TIO

Current Status NTPS workers' compensation claims are self- insured under a tripartite arrangement between the employing agency, DBE and TIO. TIO is responsible for accepting or rejecting claim WIS acts as an intermediary between the employing agency and TIO

Current Status 2006 DBE commissioned a review. Review highlighted duplicated between DBE and TIO. SLA was developed. Each year the SLA is reviewed confident with progress made

TIO – Looking Back Task Duplication – clarity of tasks Staff Turnover - industry and TIO specific Competency - impacted by turnover Communication – impact of all of the above Client/Provider Relationship – levels of service and engagement

Revised SLA Opportunity for further clarity as to roles and responsibilities Enables more holistic case management by TIO, and more direct involvement with agencies by DBE therefore more specific outcomes Increasingly more outcome focused Will require additional training and competency development

Future Focus Stability of team Increased competency Improved customer service Increased communication Revised culture – corporate and team Revised processes and procedures Improved reporting ‘one team’ approach

Questions