This unit may be appropriate for case managers and other specialists within the claims area of the personal injury management sector.

ELEMENT

PERFORMANCE CRITERIA

1. Identify, develop and implement strategies to educate clients

1.1. Personal injury management educational needs of clients are researched and established

1.2. Current and future educational opportunities are identified from internal and external networks, and utilised to develop effective education strategies

1.3. A variety of strategies are developed to educate personal injury management clients in effective work practices

1.4. Promotional material is developed using appropriate media and in a style and quality to suit audience

1.5. Client feedback is sought and used to improve the provision of education

1.6. Cooperation and support is canvassed from local industry employer organisations

2. Educate clients in the workplace

2.1. The personal injury management message is imparted accurately and in a clear, concise and confident manner which addresses the clients' concerns and enhances their knowledge of relevant issues

2.2. Advice and support are provided at an appropriate time and to facilitate group and individual learning

2.3. The ways in which advice and support are provided engender joint commitment to the objectives of organisation policy and legislative responsibilities

3. Present information at meetings, seminars and public forums

3.1. Information is presented systematically and clearly, and where necessary modified to suit all clients' educational needs

3.2. Presentation and training methods used are appropriate to the clients' background and aptitudes

3.3. Presentation equipment and materials are used correctly and efficiently

3.4. Feedback from individuals and groups is obtained and used to identify and introduce improvement in future presentations

Required skills

well-developed communication skills to:

determine and confirm information, using questioning and active listening as required

liaise with others, share information, listen and understand

negotiate and advocate for clients

make effective and clear presentations

write business reports

use language and concepts appropriate to cultural differences

numeracy and IT skills to:

perform calculations related to achieving required outcomes

use computer applications (word processing, spreadsheet, database, specific purpose computer systems) to assist in achieving required outcomes

access and update records electronically

use internet information

well-developed literacy skills to:

read and interpret documentation from a variety of sources and record and consolidate relevant related information

interpret and apply policy

research and analysis skills for accessing and interpreting relevant information

effective interpersonal skills

organisation skills, including the ability to plan and sequence work

research skills

risk assessment skills

Required knowledge

common law, legal systems and procedures, relevant acts

organisation policy, procedures, underwriting guidelines and authorities

information technology communications systems

return to work strategies and methods

risk prevention methods and application

industry sector and organisation policy wording

industry sector compliance requirements

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

interpret and comply with industry and organisation obligations and objectives including relevant legislative requirements

deal with questions relating to all aspects of the business and issues that arise for clients

apply sound advocacy skills to convince clients of the benefits of the personal injury management system using a thorough grounding in return to work, health strategies and methods

identify and present on issues of relevance to clients.

Context of and specific resources for assessment

Assessment must ensure:

competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment

access to and the use of a range of common office equipment, technology, software and consumables

access to organisation records

access to organisation policies and procedures.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples, in combination, are appropriate for this unit:

evaluating an integrated activity, which combines the elements of competency for the unit, or a cluster of related units of competency

observing processes and procedures in workplaces

verbal or written questioning on underpinning knowledge and skills

evaluating samples of work

accessing and validating third party reports

setting and reviewing workplace projects and business simulations or scenarios.

Guidance information for assessment

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Clients may include:

employer and industry associations

employers

family members

insurance brokers

insurer

legal service providers

medical and like providers

rehabilitation providers

risk managers

the community

union

work team members

workers.

Education strategies may include:

planned information presentations and training events and programs

information presentation at client's premises or public forums

published information on legislation, work practices and developments in the workers compensation/personal injury management area

reports on workers compensation personal injury management developments and services.

A variety of strategies for effective work may include:

arrangements for rehabilitation service rates and insurers' obligations on return to work

identifying, clients identifying alternative employment opportunities, availability of vocational re-education/training

counselling provisions

establishing a general rehabilitation program, risk management program

estimating and arranging a return to work in consultation with the treating doctor for the rehabilitation provider

explaining legal rights, including common law claims and principles of liability

other workplace related issues (e.g. industrial relations)

selection of medical and like services

termination, cessation or alteration of payments on return to work

types of claims, benefit entitlements and rehabilitation procedures to the injured workerperson and clients, employer and work team.

Presentation equipment and materials may include:

data show presentations

demonstrations in the workplace

fliers, reports, brochures

video.

Unit sector

Personal injury management

This unit contains employability skills.