Background:

In the Australian context a Return to Work Coordinator (RTWC) assists an injured worker with workplace-based support and guidance following a work-place
injury. Legislative requirements and the involvement of many stakeholders add to the complexity of the role. Selecting the right person for the role, those
who possess suitable qualities and traits to manage the RTW process may assist to promote a more positive outcome for workers. International literature
recommends the need to clearly describe the role and the essential qualities and attributes required for RTWC to facilitate a safe and early
RTW for injured workers.

Objectives:
The aim of the study was to understand the perceptions and experiences of RTWC with respect
to the essential qualities and characteristics required to perform their role.

Method:
Seven focus groups with 25 participants were conducted in 7 major Australian cities with
Workplace RTWC who had a minimum 2 years experience and were involved in the development
and implementation of workplace policies and procedures. Participants were recruited through a
National RTWC website, RTWC interest groups and snowballing. Western Australian and the Northern
Territory were excluded from this study as they have no legislative requirements for workplace RTWC.

Focus groups held in

these States
No legislation required
for RTWC

Principal findings:
Three key themes were identified from the data. 1) Communication skills, 2) RTWC characteristics, and 3) Managing the RTWC process.

Communication Skills
RTWC emphasised the importance of possessing
effective communication and active listening skills
as being central to the role. RTWC need to be
committed to providing practical, non-judgmental
and honest communication with all stakeholders in
the RTW process (1). As one of the RTWC
explained,
you need to communicate well, and
communication includes documentation and
correspondence [Participant 14]
RTWC in this study highlighted the necessity of
both verbal and non-verbal communication skills
with all stakeholders to perform the role
proficiently.

RTW Characteristics
RTWC in this study expressed the necessity of
inherent interpersonal skills when relating to
injured workers and clearly articulated the
importance of having particular essential skills,
attributes and knowledge to successfully fulfil the
role. A few noteworthy attributes are having
empathy and being compassionate, friendliness,
organisation, being supportive and thick skinned.
Perseverance and persistence were also identified
as notable traits when encountering obstacles in
the RTW process:
I think persistence, especially walking into a very
sort of hostile environment towards
compensation and return to work and that sort of
thing. [Participant 3]
..and a little bit of perseverance as well as the
ability to keep pushing through[Participant 20]

RTW Process
RTWCs acknowledged some of the challenges
faced during the RTW process. RTWC often
struggle due to the lack of organisational
resources and support, while others contend with
wearing many hats within their workplace or
their part-time status. The RTWC in this study
were confident in their ability to manage the RTW
process while working to achieve the best
outcome for the injured worker.
Because thats a skill, being able to being able to
help people understand where you are coming
from and what you are trying to achieve I think
the ability to do proactive return to work where
you can propose programs and obviously there are
some other skills and knowledge that is to do with
that but, having that goals oriented return to work
programs, where we are trying to achieve full
pre-entry duties, and that is our commitment, as a
business, as a RTWC [Participant 15]

Discussion:
RTWC in this study highlighted that for success to occur within the RTW process, much relies on the individual RTWC inherent interpersonal qualities.
In addition the RTWC identified compassion, empathy, friendly, organised and supportive as necessary attributes to perform the role. Essential
qualities included good communication skills, listening skills, and problem solving and mediation skills. The qualities, attributes and skills identified in
this study may be used to define the required selection criteria for individuals choosing to enter this field of work.

References:
1.

Shaw W, Hong Q-N, Pransky G, Loisel P. A literature review describing the role of return-to-work coordinators in trial programs and interventions designed to prevent workplace disability. J Occup Rehabil. 2008 Mar;18(1):2-15.