Jodie joined EML in 2018 to pilot a new way of supporting workers with long term, complex injuries and difficult circumstances. Customer Care Manager Jodie has contributed her expertise and passion to helping people get their lives back and has recently been recognised as an Outstanding Individual finalist in the Personal Injury and Disability Management Awards.
Jodie was instrumental in developing the concept of ‘recovery assistance’, a new way of supporting workers with long term, complex injuries and difficult circumstances. With WorkSafe Victoria and EML’s Project team, Jodie developed a ‘staged approach’ model to engage and communicate with workers.
As much as possible, customer communications are face-to-face to help build a strong relationship and ensure the right support is delivered.
Face-to-face meetings have made all the difference for EML Family Support Specialist Jodie. Jodie has been chosen as a finalist in the Personal Injury Education Foundation Excellence in Personal Injury and Disability Management Awards.
“By going out and meeting with injured workers face-to-face, I've had the opportunity to see the human impact. How injury impacts home life, finances, future plans, and children's lives. Injury isn't by choice. In my role I get the opportunity to know these people and become part of their life, to really support them to set and achieve new life goals” Jodie said.
Through the Recovery Assistance Program, Jodie contributed to transforming the perceptions held by people with long-term or complex injuries about the workers’ compensation scheme. Where once people felt unsupported, within two years they gave feedback such as this:
“We thank you so much and we now feel that you are part of our family.”
Jodie began her career in personal injury in a job opening mail! She has experience in many roles spanning case management, complaints management and now Family Support Specialist.
For Jodie, customers always come first and foremost. By meeting workers in their homes and taking the time to build rapport, Jodie has developed a real understanding of what will make a difference in a person’s life.
Jodie is humbled to be chosen as a finalist in the Personal Injury Education Foundation Excellence in Personal Injury and Disability Management Awards.
“This work was not just me, there are so many people involved in this piece of work. I really want to thank the injured workers for letting me become part of their lives, and the opportunity to hopefully change the scheme and improve their experience” Jodie said.