One of EML’s five finalists in the highly competitive PIEF 2025 Excellence in Personal Injury and Disability Management Awards, is our outstanding NSW Recovery Pathways team.
‘We are thrilled to see our Recovery Pathways team recognised as a finalist in the PIEF Awards for Innovation in Injury & Disability Management. This nomination is a testament to the team’s dedication to tackling some of the most complex psychological claims - those involving interpersonal conflict - with empathy, expertise, and innovation.’ Fletch Celand, Senior Manager – Claims Operations, EML NSW.
A new way of supporting employers and their people
In July 2024, with funding from the Mutual Benefits Program, our Nominal Insurer (NI) business launched the Recovery Pathways Program pilot – an innovative solution designed to address the rising incidence and expense of challenging psychological injury claims. The pilot recruited a team of specialists trained in mediation and conflict resolution to provide additional support in the first crucial weeks of the claim being lodged.
Today, our team of Recovery Pathways Specialists are making a positive difference in workplaces across NSW by helping workers access treatment and supporting conflict resolution with all stakeholders involved in a claim. By focusing on understanding and resolving the interpersonal conflicts that impede a successful return to work outcome, the team are delivering outstanding results. Workers are accessing treatment, upgrading in capacity, and returning to work significantly earlier.
‘The Recovery Pathways Program is unique in the NSW scheme and demonstrates the outstanding results we can achieve when we genuinely collaborate with workers, employers, and treatment providers. I’m so proud that the team have been acknowledged for the outstanding work they are doing in resolving interpersonal conflict to help people to return to work and get their lives back.’ Katie Giddins, General Manager, NI Corporate.
The pilot’s success underscores the importance of conflict resolution in overcoming return-to-work barriers for psychological injury claims. Employers are seeing the value of the service and are now proactively requesting the support of Recovery Pathways Specialists on their claims. You can hear from one of our employers, Newcastle Anglican whose representatives kindly shared their experience with us in our recent video series which you can watch here.
‘It has been a privilege to be part of this project. To see recognition of EML's innovation and the incredible work our Recovery Pathways Specialists do every day to help people get their lives back is wonderful. I'm incredibly grateful for this acknowledgement of the program and team.’ Kylie Ardill, Pathways Manager, EML NSW.
We wish the Recovery Pathways team all the very best for the awards which will be announced in Sydney at the PIEF Awards Gala Dinner at the ICC on 27 October 2025. Full details are available through the event website.
FAQs
Who are the Recovery Pathways Specialists?
Our expert team of Recovery Pathways Specialists are trained mediators and can assist employers and their workers via face-to-face meetings, video conferencing or telephone calls to support:
- conflict resolution
- early access to treatment
- interventions to facilitate earlier return to work outcomes.
Fully funded by the Mutual Benefits Program, this service is delivering better results for workers with psychological injuries triggered by interpersonal conflict.
For more information regarding Recovery Pathways, please visit the Recovery Pathways Program page which includes program information flyers and two videos regarding the program.
Has the program (or the team) won any other industry awards?
Yes. The icare NSW Case Management Awards recognise the hard work and professionalism of our people and the very real contribution they make to the employers and workers we support.
Recovery Pathways Specialist Catherine Joseph won the 2025 Excellence in Injury Management (Mental Health Injury) Award for her contribution to EML’s Recovery Pathways Program pilot.
‘Receiving the nomination was so exciting and shows recognition for EML’s innovative approach to psychological injuries, recognising that constructive communication and conflict resolution assist recovery and promote greater outcomes for not just the worker, but workplaces too,’ said Catherine.
You can read more about these awards here.
When was the Recovery Pathways Program piloted in NSW?
The Recovery Pathways Program pilot began in July 2024 with funding from Mutual Benefits Program. This service is currently available to employers supported by EML NSW, where interpersonal conflict is present in a claim.
What is the Mutual Benefits Program?
- For over 115 years, Employers Mutual Limited has been committed to helping people get their lives back after a workplace injury or illness. Today, through the Mutual Benefits Program our business invests in innovative resources such as products, tools, projects, research, and training designed to improve outcomes for employers, injured workers, and the communities we support.
- The Mutual Benefits Program means we do more than just deliver excellence in claims management services. It enables us to fund initiatives like the Recovery Pathways Program which go above and beyond for the employers and injured workers we support, contributing to long-term scheme sustainability, and innovation through technological and operational change.
- During FY24, the Mutual Benefits Program supported over 321 initiatives, and invested over $21M, bringing the total investment since 2012 to an impressive $142M.
- To find out more visit the Mutual Benefits Program page or read our latest annual report.
What is the Nominal Insurer (NI) business?
- The Nominal Insurer (icare) is the workers compensation scheme in NSW, covering most workplaces (excluding the public sector, self-insured employers, and employers in a specialised insurance scheme). EML is appointed as a Claims Service Provider by icare.
- You can find out more about icare’s comparative performance results through our recent news article and what we offer employers in NSW through the NSW Nominal Insurer (icare) area of our website.
What are the PIEF Awards?
The Excellence in Personal Injury and Disability Management Awards are a key component of Australia’s premier conference for the personal injury and disability management industry. The conference PIEF 2025 Sydney Evolve the Future is Now will run from 26 to 28 October 2025.
Winners will be announced during the Personal Injury and Education Foundation (PIEF) Awards Gala Dinner at the ICC in Sydney on 27 October 2025. Full details are available through the event website.
