icare launches next phase of Professional Standards Framework

Phase will standardise capabilities, knowledge, and skills of claims professionals

icare launches next phase of Professional Standards Framework

Life & Health

By Roxanne Libatique

iCare has launched the next phase of the industry-wide Professional Standards Framework (PSF), bolstering the delivery of an improved workers compensation claims model for workers and employers across New South Wales.

The new phase will see the implementation of a new Evidence Based Competencies & Skills Assessment to standardise the capabilities, knowledge, and skills of claims professionals in the personal injury industry and deliver better outcomes for employers and injured workers.

icare group executive Tony Wessling said the result of the two-year collaboration on the PSF will enable claims professionals such as case managers to offer more specialist support for injured workers and improve their return-to-work journey.

“This is another important moment in the delivery of icare's improvement program, moving from one service provider to a network of six dedicated providers,” he said. “We've worked with insurers and claims experts from across NSW workers compensation, making this a truly co-operative and industry-led effort. Together, we're aiming to drive consistent service and provide unwavering support to Injured people during what can be a challenging period in their lives.”

How PSF empowers claims professionals

The latest phase of the PSF will empower claims professionals by providing them with a career roadmap and professional development.

Over the next 12 months, frontline claims professionals in NSW will collect evidence of their capabilities – measured against six professional standards – and be recognised for expanding their skills and experience. This change will bolster the specialist and comprehensive services received by workers and employers relying on the NSW workers compensation system.

“This new phase of the PSF means that claims professionals now have a standardised benchmark and assessment practice, which, coupled with more professional growth opportunities, will encourage claim management as a profession of choice. We're setting a new benchmark for the industry and a milestone for icare in delivering improvements to the people of NSW,” Wessling said. “Our commitment to delivering better outcomes for all those we serve across the New South Wales workers compensation is unwavering. As Australia's largest public insurer, we believe that this next phase of the Professional Standards Framework (PSF) marks a significant milestone in this journey, and one that will continue with ongoing collaboration and support from our industry partners.”

icare also recently enhanced its Nominal Insurer Claims Model to improve outcomes for injured workers and employers through the workers compensation scheme.

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