A large national retail company with a highly engaged, safety focused executive team had succeeded, with the help of the Gallagher Workplace Risk specialism, in reducing workers compensation claims for physical injuries, but became aware of a growing mental health challenge in the form of occupational violence and aggression (OVA).
Through access to insurer partner workers compensation risk management funding, the Gallagher Workplace Risk team was able to facilitate a multi-faceted mental health program that enabled the business to record a 75% reduction in the lodgement of psychological claims.
Background
Previously the business had engaged Gallagher to provide injury management and strategic claims support to complement the existing return to work systems and processes.
With the Gallagher Workplace Risk specialism's support, the business implemented an early intervention injury management model, national injury management procedure, medical treater directory and return to work training program for all supervisors and managers.
These measures steadily reduced average national workers compensation rates year on year from 1.90% of wages to 1.42% over a period of four years, and the improved safety culture significantly reduced claim numbers.
While this business's workers compensation performance for physical injuries improved over time, a review of the workers compensation program on a national level provided insight into a growing challenge in the mental health area, specifically related to OVA.
The number of customer aggression events leading to workers compensation claims was increasing and the impact of these high-cost claims were starting to be realised on a large scale and were being mirrored across large retailers across Australia.
Funding delivers workplace risk solution
As a strategic broking partner of the business's insurer, Gallagher is party to a workers compensation risk management funding agreement where funding is committed to initiatives designed to reduce the risk profile of mutual clients.
Under our relationship with the business's insurer, we requested risk management partnership funding to assist the business in facilitating training, along with an e-Learn program to be designed and implemented by our internal team of occupational therapists, safety and education and training experts.
Funding was secured for Gallagher to facilitate:
- a mental health first aid program (MHFAP), and
- development of a bespoke OVA e-Learn module.
This included the development and implementation of a mental health leadership and management program, including a train the trainer component. It also included customer misbehaving training, managers' guide to EAP and suspicious and threatening behaviour policy.
The OVA e-learn modules included topics such as understanding client behaviour; recognising, avoiding and responding to challenging situations; and violence and aggression — learning for leaders.
Outcome
Following roll-out of the MHFAP and OVA e-Learn module, our client recorded a 78% reduction in net incurred claims costs and 75% reduction in the lodgement of psychological claims.
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