Workplace rehabilitation procedure

Audience

Department-wide

Purpose

This procedure outlines how the Department of Education (the department) may assist employees to return to work following either a work-related or non-work-related injury or illness.

Overview

Workplace rehabilitation is a process that guides and supports an employee's recovery and safe return to work after sustaining an injury or illness. The rehabilitation process is a collaborative process that considers the individual needs of each employee and the employee's current medical information, their recovery timeframes, and appropriate opportunities for a safe return to work.

This process may include a rehabilitation plan encompassing time off work, a graduated return to work plan, temporary workplace adjustments or other pathways to return an employee to work, where safe and reasonably practical within the operational needs of the workplace. Both physical and psychosocial hazards in the workplace must be considered during rehabilitation and return to work planning and implementation. This procedure aligns with respective Codes of Practice, How to manage work health and safety risks and Managing psychosocial hazards at work.

Rehabilitation is guided by medical information and considers the holistic health circumstances for each employee as they recover from injury/illness. This includes considering employee needs related to disabilities and chronic health conditions.

The department is committed to ensuring employees participating in a rehabilitation process are treated with respect and reasonableness and that their confidentiality is maintained.

Workplace rehabilitation is provided as a priority to employees with a current accepted workers' compensation claim as per section 228 of the Workers’ Compensation and Rehabilitation Act 2003 (Qld) (the Act). The department may also provide workplace rehabilitation to employees without a current accepted workers' compensation claim to return to work, where this is operationally reasonable.

Responsibilities

Employees

• Report any work-related injury or illness to the principal/manager/supervisor as soon as possible.
• Notify the principal/manager/supervisor of any workplace issues that may be impacting their health, or health issues impacting work performance or attendance, and actively try to resolve these. 
• Follow medical advice, participate in rehabilitation and comply with the rehabilitation plan and process.
• Provide medical documentation in a timely manner and sufficiently detailed to confirm medical restrictions for performing work.
• Maintain regular contact with the workplace during their rehabilitation and recovery.
• Apply for leave with supporting evidence, in accordance with the department's Employee leave procedure.
• Provide a clearance medical certificate and where required, a work capabilities checklist before resuming normal duties, following a period of injury, illness, rehabilitation or absence.

Principals, managers and supervisors 

• Ensure employees undergoing rehabilitation have access to a trained Rehabilitation and return to work coordinator (RRTWC).
• Maintain regular contact with injured/ill employees either directly or through an appropriate management representative while the injured/ill employee is on leave from the workplace and during rehabilitation.
• Ensure sufficient time is provided to the RRTWC to complete rehabilitation services with priority placed on accepted workers' compensation claims.
• Manage medical and personal information confidentially.
• Maintain officer in charge case notes, records of meetings, and all incoming and outgoing correspondence in MyHR Workplace Health and Safety (MyHR WHS) (DoE employees only).
• Provide input on workplace impacts and risks for consideration in rehabilitation planning.
• Identify and provide support for appropriate suitable duties and workplace adjustments where operationally reasonable.
• Identify and provide appropriate reasonable adjustments to support an employee with a disability to engage in discussions, e.g. support person, Auslan interpreter.
• Implement their Human Resource delegations to approve leave and take into consideration whether to direct an employee to leave or not attend the workplace due to health and safety concerns.
• Consider human rights when assisting employees to return to work following either a work-related or non-work-related injury or illness and make decisions compatible with the Human Rights Act 2019 (Qld).

Rehabilitation and return to work coordinators (RRTWCs)

• Undertake appropriate training to ensure relevant skills to perform RRTWC duties.
• Maintain regular contact with injured/ill employees and record all communication or attempted contacts.
• Develop a rehabilitation plan for employees requiring support to return to the workplace.
• Gather and keep rehabilitation records, including medical documentation in MyHR WHS (DoE employees only).
• Manage medical and personal information confidentially.
• Manage rehabilitation cases in accordance with the Guidelines for RRTWCs (DoE employees only).
• Consider human rights when developing a rehabilitation plan and make decisions compatible with the Human Rights Act 2019 (Qld).

Senior injury management consultants (SIMC)

• Provide advice and consultancy about workplace rehabilitation processes and workers' compensation claims.
• Maintain records, case notes and all other relevant documents about rehabilitation cases in MyHR WHS (DoE employees only).
• Identify and engage external rehabilitation services to manage risks and case complexity.
• Manage medical and personal information confidentially.
• Engage key school, regional or central support staff to provide advice to meet the specific support needs of individual employees with a disability, e.g. specific needs of deaf staff or staff with other disability.
• Consider human rights when providing advice regarding employees return to work following either a work-related or non-work-related injury or illness and make decisions compatible with the Human Rights Act 2019 (Qld).

Claims management officers (CMO)

• Ensure accurate and timely processing of leave, pay information, claim records, return to work plans and return to work timesheets for employees undergoing workplace rehabilitation.
• Communicate with key stakeholders (such as schools/work units and insurers).
• Maintain claim records in MyHR WHS (DoE employees only).
• Manage medical and personal information confidentially.

Regional and central office human resource teams

• Consider and approve the provision of regional funding for rehabilitation additional allocations, with priority provided to accepted workers' compensation claims.
• When requested, provide human resource consultancy and advice.
• Manage personal information confidentially.
• Where required, identify appropriate host workplace placements and transfers to support return to work.
• Consider human rights when assisting employees to return to work following either a work-related or non-work-related injury or illness and make decisions compatible with the Human Rights Act 2019 (Qld).

Process

Image 1 – Workplace rehabilitation process steps

All process steps apply for workers' compensation claims. Where the process differs for non-work-related injury or illness, this will be detailed separately.

1. Notification of injury or illness

If the injury/illness is work-related, it must be reported to the principal/manager/supervisor as soon as known in accordance with the Health, safety and wellbeing incident management procedure.

If the work-related injury/illness requires medical treatment or time off work, these additional steps are required:

• The principal/manager/supervisor or RRTWC advises the employee of the workers' compensation claim process, requirements for a Work Capacity Certificate (workers' compensation medical certificate) from their treating medical practitioner and the availability of suitable duties to maintain the employee at work or to return the employee to work when they have capacity. The Introduction to doctor letter can be provided.
• If an employee wants to make a claim, a workers' compensation claim is to be lodged as soon as possible after the injury occurs. Lodgement may be completed by the employee or the RRTWC in conjunction with the employee either online or by phoning WorkCover Queensland.

For non-work-related injury/illness, if an employee's medical condition or medication could impact their fitness for duty to perform the inherent requirements of their role and/or their attendance at work, or could be potentially aggravated at work, the employee must report this to the principal/manager/supervisor as soon as known.

For both work and non-work-related injury/illness, the following steps must also be taken:

• The principal/manager/supervisor or RRTWC ensures this procedure is implemented as early as possible.
• The principal/manager/supervisor assigns a RRTWC to coordinate rehabilitation for the injured/ill employee. This may be a RRTWC employed at the school/work unit or a RRTWC based at another school/work unit as negotiated.
• The principal/manager/supervisor has a discussion with the employee about the impact of their injury/illness on work. This may result in the employee seeking medical treatment and/or time off work.
• If the injured/ill employee is absent or future absence is expected, the employee is to provide the appropriate medical certification supporting the requested leave and the principal/manager/supervisor is to consider and appropriately approve leave in accordance with the Employee leave procedure, including consideration of other paid leave types in lieu of sick leave, if sick leave is exhausted.
• If the injured/ill employee has capacity to work, the principal/manager/supervisor or RRTWC discusses return to work options and local workplace interventions that support safe and meaningful work for the injured employee prior to the injured/ill employee's return to work. 
• In order to understand the impact of the injury/illness on the employee's capacity to work, to ensure a return to work is safe and to manage potential risk of aggravating injury/illness at work, medical information in the form of a work capabilities checklist may be requested prior to further consideration of an employee's return to work.
• If the principal/manager/supervisor identifies high risk of self-harm, support the employee in a safe place, advise the need to engage help and connect the employee with appropriate support, e.g. treating doctor, crisis support line or where there is immediate danger call 000.
• If the principal/manager/supervisor determines there are workplace health and safety risks associated with the employee's health that cannot be reasonably controlled, the principal/manager/supervisor can direct an employee to leave or not attend the workplace due to health and safety concerns (refer to HR Delegations Manual) (DoE employees only)
• The principal/manager/supervisor and RRTWC consider human rights and whether any decisions related to assisting an employee's return to work following either a work-related or non-work-related injury or illness, engages or limits any human rights by examining the following questions:
  • are any human rights engaged or impacted by the decision?
  • if so, will the decision limit those human rights?
  • if so, is the limitation lawful, justified and reasonable in the circumstances?
• The principal/manager/supervisor or RRTWC documents their human rights assessment in case notes or, for more complex cases, completes the human rights assessment tool (DoE employees only) and saves in MyHR WHS. Refer to Guidelines for RRTWCs (DoE employees only) for further detail about consideration of human rights impact when developing rehabilitation plans, and implementing and monitoring any activities in the rehabilitation plan.

2. Initial contact

For all injured/ill employees, the RRTWC must:

• Explain the rehabilitation process to the employee and set expectations, including the employee's role, rights, regular contact expectations, options and responsibilities in this process.
• Explore the impact of the employee's injury or illness on their capacity to perform work and identify any work restrictions, workplace health and safety risks or return to work barriers.
• Discuss the resources and supports the department is able to provide the employee, such as work modifications, conflict resolution, staff wellbeing services (DoE employees only) or the Employee Assistance Program (DoE employees only).
• Discuss (and request if appropriate) a Voluntary Medical Authority form in order to directly liaise with the employee's treating medical provider about their medical condition and its impact on work. For further details, refer to Guidelines for RRTWCs (DoE employees only).
• If the employee is absent from work or future absence is expected:
  • check current medical certification has been provided and advise leave balances and that the appropriate leave application has been made with relevant documentation and approvals.
  • advise the employee of the requirement to provide continuous medical certificates (Work Capacity Certificate for workers' compensation claims) while unfit for work as per the Sick Leave Directive.
• If the employee is absent from work, future absence is expected and/or there are medical restrictions on the work duties the employee can perform while recovering from injury/illness, advise the employee that the primary objective of workplace rehabilitation is to support injured/ill employees to return to the same role and work location
• If the employee is returning to work, a goal focused, time limited rehabilitation plan (maximum 12 weeks) will be developed outlining goals, objectives and steps to recovery.
• If complex health and workplace issues are identified that cannot be resolved through local interventions, the RRTWC refers to the Early Intervention Program criteria and if it meets criteria, the RRTWC contacts their regional SIMC to discuss a possible referral.

The RRTWC can use the Initial interview checklist and Initial interview form to guide their discussion about rehabilitation with the injured/ill employee.

For non-workers' compensation claims, the RRTWC must also discuss:

• income protection insurance (QSuper or other provider) and potential wait periods that may apply (the employee must contact their insurer to confirm access and wait periods).
• rehabilitation support that may be provided to the employee if operationally reasonable. This is based on the medical condition, available rehabilitation resources, workplace risks, organisational priorities and current medical information. The injured/ill employee must be capable of performing a reasonable amount of the inherent requirements of their role and be likely to complete a return to full duties and hours within 12 weeks. The injured/ill employee must also be capable of participating in discussions relevant to performance expectations and conduct of the role. The RRTWC can seek advice from the regional SIMC on reasonable support options.
• whether the employee wants rehabilitation. If the employee declines rehabilitation, but they have been absent from work due to an injury/illness, a clearance medical certificate may be required before they return to the workplace, to ensure health and safety risks are managed. For further details, refer to Guidelines for RRTWCs (DoE employees only).

3. Develop rehabilitation plan

To determine if workplace rehabilitation is necessary, the RRTWC considers medical information, input from the principal/manager/supervisor on workplace impacts and risks, and information discussed with the injured/ill employee.

A rehabilitation plan is not required if the employee has medical clearance/certificate with no restrictions (treatment only), there are no workplace health and safety risks, or return-to-work barriers, and the employee is performing full duties. In this case, the RRTWC must document their assessment in a case note within MyHR WHS (DoE employees only).

Rehabilitation plan

This is an overarching plan outlining the rehabilitation goals and objectives, and the steps required to assist the employee to return to work. A rehabilitation plan must be documented for all accepted workers' compensation claims where rehabilitation is required.

The employee provides the RRTWC with current medical documentation (e.g. medical certificate, work capabilities checklist or medical report) outlining the impact of the medical condition on their capacity to perform the requirements of their role. The RRTWC will consult with a SIMC if further information is required from a treating doctor/allied health provider/specialist or an independent specialist to clarify capacity for work and address workplace health and safety risks.

The RRTWC develops the rehabilitation plan and must:

• aim to return the employee to the same job and in the same work location (if this is not possible, refer to the Guidelines for RRTWCs (DoE employees only) for further detail on the return to work hierarchy).
• ensure the rehabilitation plan is consistent with the current available medical information.
• consult with the injured/ill employee and the manager/principal/supervisor regarding work options, modifications and risks.
• adopt a risk management approach by identifying any potential barriers to return to work, including physical and psychosocial hazards in the workplace. Further information can be found in the Codes of Practice How to manage work health and safety risks and managing psychosocial hazards at work.
• identify agreed actions to address those barriers and control workplace health and safety risks.
• prioritise rehabilitation case management in line with departmental priorities. Refer to Guidelines for RRTWCs (DoE employees only) for further detail.
• consider human rights and whether any decisions related to developing the rehabilitation plan engages or limits any human rights by examining the following questions:
  • are any human rights engaged or impacted by the decision?
  • if so, will the decision limit those human rights?
  • if so, is the limitation lawful, justified and reasonable in the circumstances?
• consult with WorkCover or other insurer where relevant.
• document the rehabilitation plan and consultation discussions in MyHR WHS (DoE employees only). The RRTWC can enter plan details directly into MyHR WHS or use the rehabilitation plan template or case note form to upload into MyHR WHS.

The principal/manager/supervisor and RRTWC documents their human rights assessment in case notes or, for more complex cases, completes the human rights assessment tool (DoE employees only) and saves in MyHR WHS. Refer to Guidelines for RRTWCs (DoE employees only) for further detail.

4. Ongoing contact with employee

When the injured/ill employee is absent, the employee must provide appropriate medical certificates and/or information for the full length of absence.

The RRTWC and principal/manager/supervisor must have regular supportive contact with injured/ill employees during their absence, recovery and workplace rehabilitation. Most contact is usually between the RRTWC and the injured/ill employee. The principal/manager/supervisor or an appropriate management representative must have regular contact with injured/ill employees to maintain work relationships and communication channels.

The RRTWC and principal/manager/supervisor must coordinate regular contact with the employee. This can be in person or via phone, text, email or a combination of these, taking into consideration the injured/ill employee's preference. Contact with the injured/ill employee is to address the following:

• health and wellbeing check ins.
• what is needed for the injured/ill employee to be able to return to work.
• requests for continuous medical certificates while absent from work due to injury or illness as per the Sick Leave Directive.
• review of leave balances (if no current accepted workers' compensation claim) and ensuring leave has been requested, approved by their principal/manager/supervisor and entered.
• requests for updated medical advice and discussion of rehabilitation support options.

All discussions or attempts to contact the employee must be case noted by the RRTWC and principal/manager/supervisor in MyHR WHS (DoE employees only) (save emails as attachments) or upload the Case notes form.

5. Implement rehabilitation plan

The RRTWC implements the agreed rehabilitation plan for the most appropriate rehabilitation pathway:

• Recovery at work may be appropriate for employees who can work full substantive duties and hours while recovering from injury/illness, but may require minor workplace adjustments.
• Graduated return to work may be appropriate for employees with partial capacity to perform work, with restrictions to the work duties and/or work hours they can perform. These employees may require additional support from temporary workplace adjustments, temporary host work placements, temporary additional staff allocations and use of external rehabilitation providers to achieve the goal of the rehabilitation plan.

Recovery at work

Where an injured/ill employee is medically cleared to perform full duties and work hours, and requires either no workplace adjustments or minor adjustments, but is still recovering and/or receiving treatment, the RRTWC maintains contact with the employee until fully recovered and the employee provides a clearance. The RRTWC records case notes of communications in MyHR WHS (DoE employees only).

Temporary workplace adjustments

Temporary workplace adjustments are available for either full-time return to work (also known as maintain at work) and Graduated Return to Work Plans (see next section).

The RRTWC considers temporary workplace adjustments of up to 12 weeks for employees who provide current medical advice that they are able to work with some minor temporary modifications to:

• the work environment (e.g. accessibility, furniture) and/or
• work process (e.g. use of equipment, support devices, training in safe work practices) and/or
• substantive duties (not changing the inherent requirements of the role) and/or responsibilities.

When considering adjustments, the RRTWC and principal/manager/supervisor must determine that any physical or psychosocial risks in the workplace can be controlled as far as reasonably practicable to ensure health and safety for all persons in the workplace. Where there are concerns about whether it is safe or operationally reasonable to provide adjustments, the RRTWC and principal/manager/supervisor may consult with the regional SIMC. The principal/manager/supervisor confirms their final decision in case notes.

The RRTWC records the approved temporary workplace adjustments in MyHR WHS (DoE employees only), e.g. within the rehabilitation plan or case notes.

The employee, at the conclusion of the temporary workplace adjustment, provides medical advice to the RRTWC that either:

• the adjustment is no longer required or
• requests ongoing reasonable adjustments. 

Requests for long term (over 12 weeks) or permanent reasonable adjustments must be assessed as per the Reasonable adjustments procedure.

Graduated return to work plan (GRTWP)

If the treating medical provider advises that the employee is fit to return to work, however they have restrictions and are unable to perform all the inherent requirements of their role (duties and hours), a GRTWP may be recommended. This is also known as a suitable duties program.

The employee must notify the RRTWC and discuss the medical information required to develop a GRTWP prior to their return to the workplace.

The RRTWC:

• requests the employee to provide clear, documented medical information on their capacity to perform the inherent job requirements (use the appropriate work capabilities checklist).
• reviews the medical information provided to ensure the GRTWP meets the department's health and safety obligations (i.e. does not place the injured or ill employee, other employees, students or other people in the workplace at increased risk of injury/illness). Refer to Guidelines for RRTWCs (DoE employees only) for further detail.
• consults with the principal/manager/supervisor to assess potential workplace health and safety hazards (physical and psychological), identify suitable duties, adjustments or other supports in the workplace.
• consults with the SIMC where they have concerns about whether it is safe and operationally reasonable to provide a GRTWP prior to any return to work commencing, especially if temporary additional staffing allocation is likely to require consideration in order to support the injured/ill employee's safe return to work. Refer to Guidelines for RRTWCs (DoE employees only) for further detail.

GRTWP for employees with current accepted workers' compensation claims are prioritised.

For employees who do not have an open accepted workers' compensation claim:

• The principal/manager/supervisor and RRTWC must consider whether it is operationally reasonable for the workplace to accommodate a time limited and goal oriented GRTWP.
• The injured/ill employee must be able to perform a reasonable amount of the inherent requirements of their substantive role.
• The RRTWC must consult with the regional SIMC where they have concerns about whether it is safe and operationally reasonable to provide a GRTWP prior to any return to work being commenced, especially if temporary additional staffing allocation is likely to require consideration in order to support the injured/ill employee's safe return to work. Refer to Guidelines for RRTWCs (DoE employees only).

If a GRTWP is appropriate to offer, the RRTWC develops the GRTWP in consultation with the injured/ill employee, their treating medical provider/s and the principal/manager/supervisor. The GRTWP needs to be goal directed and time limited, with progression and planned reviews. The GRTWP is entered directly into MyHR WHS (DoE employees only) or using the Return to work plan and upload into MyHR WHS.

The following parameters must be met when developing the GRTWP:

• Sufficient medical information is available to determine a goal, timeframes, work capacity, work restrictions and risks.
• The plan must be no longer than 12 weeks in duration. If the injured/ill employee requires a longer time frame to upgrade to full hours and duties, and they do not have a current accepted workers' compensation claim, it may be appropriate to delay commencing the GRTW plan.
• The plan must include specific days and hours to be worked, and the leave type for time not to be worked.
• All restrictions and any supports must be recorded in addition to the goal of each individual GRTWP for the agreed period.
• Suitable duties must be appropriate and meaningful for employees who are unable to effectively perform the full inherent requirements of their role. For further information, see the Guidelines for RRTWCs (DoE employees only). 
• Additional hours (ADO/ATO) are not worked while participating in a GRTWP. The employee must demonstrate their ability to work their substantive weekly hours and duties before accruing ADO/ATO time. Non-teaching staff in schools on an accepted workers' compensation claim and with an ADO/ATO agreement who are on a GRTWP are paid school holidays during the claim, as if they had accrued the required ADO/ATO balance. Refer to the Guidelines for RRTWCs (DoE employees only) for further detail.
• If an additional allocation of staffing is being considered to support safe return to work, the RRTWC must contact the SIMC for regional approval prior to engagement of the additional staff. Refer to the Rehabilitation additional allocations section below for further detail.

Once the GRTWP is developed, the following steps are required:

• Approval by all parties before the employee commences the GRTWP. Approvals may be recorded in emails, medical certificates/reports (WCC), in case notes of conversations or as signatures on hard copy plans (Graduated return to work plan form) and uploaded in MyHR WHS (DoE employees only).
• A copy of the GRTWP is provided to the relevant insurer (e.g. WorkCover or QSuper) by either the employee, RRTWC or CMO.
• The employee is to confirm with the RRTWC the actual days and hours worked via the weekly GRTWP timesheet generated in MyHR WHS or using a Return to work timesheet. Timesheets in MyHR WHS must be completed each week to avoid pay impacts. Note: the GRTWP timesheet is in addition to the normal fortnightly timesheet completed by non-teaching staff.
• The RRTWC undertakes regular check-ins and reviews during the GRTWP. For more detail, refer to step 6 in this procedure.

Rehabilitation additional allocations (RAAs)

A rehabilitation additional allocation (RAA) is the temporary provision of an additional staff member during a GRTWP for up to 12 weeks. The additional staff funded as a RAA may:

• perform work duties that the injured/ill employee is unable to perform.
• provide assistance and support to enable the injured/ill employee to perform the inherent requirements of their role.
• enable the injured/ill employee to gradually increase their work hours and duties, as outlined in the GRTWP, while a temporary employee is present to ensure continuity of learning and safety for students.

The RRTWC must request pre-approval of RAA funding for up to 12 weeks and within the following parameters. 

• School based employees – request RAA to the regional SIMC to assist an employee to safely return to work at school following an injury/illness, while ensuring the achievement of student learning outcomes in a safe and supportive work environment.
• Non-school employees – request additional funding from the manager/supervisor from within their local work unit establishment budget. 

All requests for additional allocations must contribute to achieving a safe and sustainable return to work for injured/ill employees.

Employees with open accepted workers' compensation claims are given priority for RAA support, which may be extended beyond 12 weeks, where aligned with the workplace rehabilitation goal. Refer to the Guidelines for RRTWCs (DoE employees only) for further details.

Host work placement

Host work placements are guided by medical information and are temporary. There is no expectation that an injured/ill employee will be permanently moved to the host placement location. Employees on open and accepted workers' compensation claims are given priority for host work placements.

Before a temporary host work placement is considered, the following needs to occur:

• The injured/ill employee has notified the workplace issues impacting on their return to work at their substantive location and has reasonably attempted to resolve these issues locally and in line with the Complaints and grievances management policy and procedures.
• Workplace issues have been appropriately investigated or explored, depending on the specific issue and relevant department policy, procedures and process.
• Detailed advice from a relevant medical specialist or allied health professional clarifies what the workplace barriers are for a return to work at the substantive workplace and how an alternative location would resolve the barriers.

The RRTWC may consider a temporary host work placement of up to 12 weeks when specialist medical or allied health professional advice indicates that an injured/ill employee is unable to undertake a return to work in their substantive position or location.

• The RRTWC discusses a temporary host work placement with the principal/manager/supervisor and contacts the region's SIMC to discuss consideration of support for the employee to safely undertake a GRTWP in an alternate location.
• The SIMC considers the medical advice and all risks and operational priorities before a temporary host work placement is negotiated. Consideration must include previous experience and transferable skills, and a review of physical and psychosocial hazards specific to the new location, such as team dynamics, workload expectations and environmental stressors.
• If a temporary host placement is not able to be provided, the employee will need to access appropriate leave with supporting medical certification. Further consideration of a temporary host placement may be given if circumstances change e.g. a suitable temporary host placement is identified, or the injured/ill employee's health improves and restrictions have reduced sufficiently to support further consideration.

The Host work placement fact sheet provides detail including the responsibilities of the hosted injured employee, host supervisor and substantive workplace supervisor.

At the conclusion of the temporary host placement, the injured/ill employee:

• provides a clearance medical certificate to return to their substantive workplace or
• requests a transfer through the standard department transfer process and applies for relevant leave whilst awaiting a transfer outcome.

Use of external rehabilitation providers

WorkCover, another insurer (e.g. QSuper) or the department may engage and fund the use of external rehabilitation and/or medical providers on a case-by-case basis to assist with complex cases.

RRTWCs must contact their region's SIMC if they identify that external rehabilitation support may be required. Refer to the Guidelines for RRTWCs (DoE employees only) for further detail about the tasks the rehabilitation provider may undertake.

SIMCs coordinate all departmental referrals to rehabilitation and medical providers (including funding requests). SIMCs must ensure that pre-approval is provided by the appropriate delegate, and compliance with departmental procurement processes (DoE employees only) and relevant supply arrangements (see DoE supply arrangements and Workplace Health and Wellbeing Services).

6. Review and monitor

During the period of an injured/ill employee's recovery and rehabilitation, the RRTWC:

• regularly monitors the progress of the injured/ill employee's recovery in relation to medical prognosis.
• identifies if return to work is not progressing in hours and/or duties towards the agreed goal of the rehabilitation plan.
• considers updated medical information on the injured/ill employee's capacity to perform the inherent requirements of the role.
• reviews whether rehabilitation goals and return to work pathways are realistic and being achieved.
• consults with the principal/manager/supervisor to ensure the workplace is managing physical and psychosocial risks that may aggravate the injured/ill employee's condition.
• updates the rehabilitation plan based on latest information.
• checks that the duties and hours recorded in the GRTWP are not aggravating the injury/illness and are leading to the fulfilment of the inherent requirements of their substantive role. If an increase in symptomology is observed or disclosed:
  • obtain updated medical advice and consider alterations to the plan, this may include suspension/cessation of the GRTWP
  • update the treating medical providers, if required (may be done with or without a voluntary medical authority). For more information refer to the Guidelines for RRTWCs (DoE employees only)
• monitors leave requests with supporting medical evidence and approvals.
• regularly informs the principal/manager/supervisor, insurer (WorkCover) or SIMC (as required for consultancy and advice) of the injured employee’s progress. 
• enters case notes in MyHR WHS (DoE employees only) for all communications, decisions and actions in relation to supporting an injured/ill employee.

7. Conclusion of rehabilitation

Rehabilitation concludes when the injured/ill employee reaches any of the following milestones:

• The employee resumes the full, inherent duties of their substantive position without any modifications. The employee must provide a clearance medical certificate or appropriate medical documentation (such as a workers' compensation work capacity certificate indicating return to normal duties) to the RRTWC confirming full medical clearance to perform all duties.
• The employee returns to their substantive position with medical advice that there is a requirement for permanent or long-term modifications to their work processes or work environment, acceptable to the department and the injured employee, and recorded in a reasonable adjustment agreement. Refer to the Reasonable adjustments procedure for more details.
• The employee obtains a clearance medical certificate or reasonable adjustment and returns to another position through an approved internal departmental process. If a new permanent placement is required or requested by the employee, then rehabilitation may be finalised and the employee referred to Human Resources for ongoing management.
• The employee is medically unable to safely and sustainably return to work permanently or for the foreseeable future. Refer to the Independent medical examination and Ill health retirement procedures.
• The employee ceases to be employed by the department. Note that if an employee has an accepted workers' compensation claim, ongoing rehabilitation support continues until WorkCover have finalised the employee's claim, even if the employee resigns from the department.

The employee or the principal/manager/supervisor may suspend or cease rehabilitation, including a GRTWP or temporary workplace adjustments. The principal/manager/supervisor must ensure the employee has been consulted about concerns, reasonable attempts have been made to seek sufficient medical information and human rights have been considered. The cessation of rehabilitation letter should be used to guide communication with the employee. A decision to suspend or cease rehabilitation should be made in consultation with the SIMC and must reasonably be considered when:

• it is no longer operationally reasonable e.g. a longer period of recovery is required for the injured/ill employee (this means the injured/ill employee may need to access appropriate leave)
• workplace health and safety risks cannot reasonably be controlled
• the injured/ill employee does not actively participate in their rehabilitation
• the injury/ill employee does not comply with the conditions of the GRTWP and/or
• at the employee's request.

In all cases, the RRTWC ensures all documents relating to the conclusion of rehabilitation are uploaded onto MyHR WHS (DoE employees only). The rehabilitation record in MyHR WHS must be checked as finalised with the outcome recorded. The RRTWC should provide the injured/ill employee with the workplace rehabilitation survey form.

8. Dispute resolution process

If an employee becomes aggrieved with decisions and actions taken during workplace rehabilitation, they should discuss this with their RRTWC or principal/manager/supervisor. 

The RRTWC and principal/manager/supervisor should attempt to address the employee's concerns as early and informally as possible. If an attempt at local resolution is unsuccessful or unsuitable, the employee, RRTWC, or principal/manager/supervisor can direct concerns as per the following parameters:

• for workers' compensation matters, to the WorkCover customer adviser (or dispute resolution process).
• for income protection matters, to their insurer-appointed claims manager (e.g. QSuper or other insurer) or their dispute/complaint process.
• for departmental matters,
  • lodge a grievance about a decision, conduct or behaviour, which the employee is aggrieved by, including human rights matters, using the Individual employee grievances procedure.
  • raise human resource specific questions about areas such as: awards, entitlements, transfers, Code of conduct/Standard of practice with their regional HR team.

9. Storing and releasing rehabilitation records

• Information is collected during rehabilitation and is only used for the purpose of assisting the recovery of injured/ill employees and facilitating workplace rehabilitation outcomes.  
• All information collected and communications that occurred during the rehabilitation process must be recorded and stored by the RRTWC in MyHR WHS (DoE employees only).
• Due to the private and sensitive nature of information collected during rehabilitation, only rehabilitation staff can access confidential information in these records.
• Information relating to the impact of an employee's injury/illness on their work and GRTWPs may be discussed with the employee's principal/manager/supervisor or department human resources staff.
• It is an offence against the Workers' Compensation and Rehabilitation Act 2003 (Qld) to use or attempt to use a workers’ compensation document about an employee for a purpose relating to the employment of the employee, unless the document is necessary to secure the employee's rehabilitation or return to work.

Requests for release of rehabilitation information

• The Right to Information Act 2009 (Qld) and Information Privacy Act 2009 (Qld) enable people to apply for access to documents which relate to themselves and are held by the department.
• Information may also be released when the department is authorised or required to respond to lawful requests from public authorities, including law enforcement.
• For further information on release of information, please refer to the Administrative access to information procedure.

Definitions

Legislation

• Anti-Discrimination Act 1991 (Qld) Chapter 1 section 5, Chapter 2 Part 4, sections 35 and 36
• Code of Practice: How to manage work health and safety risks (2021)
• Code of Practice: Managing the risk of psychosocial hazards at work (2022) 
• Directive 04/24 – Sick Leave 
• Human Rights Act 2019 (Qld)
• Information Privacy Act 2009 (Qld)
• Public Sector Act 2022 (Qld) Chapter 3, Part 8
• Public Service Regulation 2018 (Qld) Part 3, Division 1
• Right to Information Act 2009 (Qld) 
• Work Health and Safety Act 2011 (Qld) 
• Workers’ Compensation and Rehabilitation Act 2003 (Qld) Chapter 1 part 4 divisions 2, 6 and 7, Chapter 3, Chapter 4, Chapter 13, Chapter 14 Part 1 and Schedule 6
• Workers' Compensation and Rehabilitation Regulation 2025 (Qld) Parts 4 and 5

Delegations/Authorisations

• Human Resources delegations (DoE employees only)

Other resources

• Graduated return to work plan 
• Graduated return to work timesheet 
• Administrative access to information procedure 
• Creating Healthier Workplaces – Injury management 
• Departmental RRTWC online course (DoE employees only)
• Guidelines for standard for rehabilitation 
• Health, safety and wellbeing incident management procedure 
• Independent medical examinations procedure 
• Ill health retirement procedure 
• MyHR WHS system (DoE employees only)
• Reasonable adjustments procedure 
• Queensland Public Service Code of Conduct  
• Queensland Government Records Governance Policy  
• Work capabilities checklists  
• Rehabilitation and return to work coordinators OnePortal page (DoE employees only)

Superseded versions

Previous seven years shown. Minor version updates not included.

4.0 Workplace rehabilitation procedure