Social
At Honan, we’re big believers in growing an exceptional brand, business and reputation through exceptional people. People with market-leading expertise, proven results and a fierce commitment to serving their clients, but also people with creative, considered points of view and a willingness to share them. These are our challenger champions - the ones who progress, lead and succeed by doing things a little differently, delivering on promise, and proving their passion through outstanding performance. In this series, we get to know them a little better; picking their brains for exclusive industry/category insights, future predictions, and the secrets behind their success.
I’ve been in the industry for nearly 20 years and like many people, I did not plan to have a career in insurance. I was introduced to the industry in my early 20s. At the time I worked as a receptionist at a legal firm when a friend who was in the Workers’ Compensation space asked me if I was interested in working for an insurer (which I was). She made the introductions, I became a Case Manager overseeing Workers’ Compensation claims and the rest is history. Thankfully it was the right move and I have been able to build a successful and fulfilling career.
By law, all businesses are required to have insurance to cover their workers in case they become sick or injured due of work. I usually refer to Workers’ Compensation as the “sleeping beast”, because the premiums often are the most expensive insurance a business pays for, yet employers do not always understand their obligations or the impact claims can have on their premiums.
As a Workplace Risk Consultant, it is my job to help employers understand their risks and what their obligations are under the relevant Workers’ Compensation Act. But most importantly, we provide solutions that focus on early intervention and recovery at work… in other words, we help to manage premiums through risk prevention.
I find the industry very rewarding because the work I do gives me a bird’s eye view of a business and its operations. While the management of claims is one aspect of what we do, the ecosystem of Workers’ Compensation is very large. We engage at all levels from the regulator and the insurer to third-party providers and the businesses themselves. In the end, what is most valuable to me and my colleagues is the trust we build with our clients. They allow us into their businesses where we can make sustainable changes that support their employees.
Workers’ Compensation is about people risk and we support industries and businesses of all sizes. So whether you’re a small family business or a large international company, the nature of the beast remains the same.
The main risk employers face is not fully understanding their risk exposures. This could be a high frequency of claims and failing to address the risks that cause those claims, or not building an effective injury management system. An injury management system is essentially a set of policies and procedures that outline how an employer manages workplace injuries. In most states and territories, you are required to have one in place that integrates effectively with the Work Health and Safety (WHS) system of your state. I often see employers taking a reactive approach to the workers’ compensation process and failing to understand these obligations under the Workers’ Compensation Act.
Each business has unique risks, so understanding your risk profile is pivotal to implementing effective risk mitigation strategies and processes that best suit your business needs.
The growing awareness about mental health issues in our population and how this impacts workplaces has been a big change, as well as the impact of COVID-19. While this does not necessarily link to workers’ compensation claims, it influences how claims are managed and resolved as non-work related factors will often impact recovery timeframes, putting more pressure on businesses and their people. This is being recognised by the Scheme Regulators who are beginning to put more protocols in place around addressing psychosocial factors in the workplace.
Consistency between the Schemes!
Australia has 11 main Workers’ Compensation schemes that connect injured employees with services and support from their employer’s Workers’ Compensation insurer. As a national insurance provider, I see the best and worst of the schemes and it would be great to be able to provide a consistent countrywide arrangement that takes the best aspects of each scheme, including low operating insurance costs and high expenditures directed to claimants.
As a result of the schemes not being sustainable, Regulators in NSW, VIC, SA and WA are starting to identify major reforms that will need to be implemented in the next couple of years. While reforms are welcome, success will come down to the effectiveness of the changes implemented. This is evidenced by WorkSafe VIC when they introduced new Work Health and Safety (WHS) regulations to target psychosocial hazards. These changes put more onus on the employer in managing workplace risks and require more resources and training for staff because employers now have a duty of care in reporting incidents and training staff managing vicarious trauma in the workplace. We address these proposed reforms in our latest webinar.
With mental health issues on the rise, it becomes harder to determine if work is a significant factor in the psychological injury so the regulator will need to strike a balance in how they can manage those claims more effectively. One of the reasons the schemes are deteriorating is because of the long-term impacts of these mental health injuries, which once accepted by the insurer, are often hard to resolve.
Prevention is better than cure. This is a theme that carries through my conversations with clients, and the webinars we host. It also applies to schemes that are based on a no-fault system where a worker may be entitled to compensation when an injury is work-related. As an employer, it’s important to understand and limit your risks and to continually focus on prevention. This can be simple things such as taking your employees seriously when they indicate physical discomfort when doing their job because addressing early signs can prevent a serious injury from developing later.
This resonates greatly with me as my roles have always been service centric. I take pride in my work knowing that every day my team and I put forward the best for our clients. When you’re giving the right advice and the right support, you have the building blocks for a strong relationship built on trust and mutual respect. That goes a long way in making difficult conversations or situations easier. When I think of my service approach, it really reflects what I value, which is respect, dignity and integrity.
Thank you, it was very humbling receiving this acknowledgment. Taking on the role of Head of Workplace Risk within Honan, learning the greater aspects of managing a division and moving into a leadership role has been the greatest challenge so far. I moved from relying on my manager for helping to provide the answers to the one having to know the answers and wearing many different hats.
There were certainly days when I faced great levels of anxiety and stress but I had to learn how to face those obstacles. What helped me was the support and soundboard of my managers and peers and family, but also learning what tools work for me in managing my own mental health & wellbeing.
The key was knowing my own worth, trusting my capabilities, and acknowledging that potential failure does not define me. It also took lots of persistence and meditation to quiet the negative thoughts and anxiety which helped me get through new and existing challenges, which I still face today.
While cliché, my Honan and industry peers inspire me. I am surrounded by people who love what they do, who are energetic, focused, intelligent and fearless. They are willing to share their knowledge and truth but are also supportive and generous with this knowledge. I know there is no issue that is insurmountable and have a tribe of people behind me who want to see me succeed in my role. This is also resonating in my personal life. I do what I do to provide a wonderful life for my daughter and family. Being able to lead a great team, have a supportive family and a blessed life, makes getting out of bed all that much easier, and I wish this level of contentment for everyone in life.
I love spending time with my family and friends, watching movies, and as my creative outlet, I like to upcycle and reupholster furniture. I also really enjoy hosting fun parties! I am becoming well known for my annual Halloween parties, which is one of my favourite days in the calendar year.
