Although new to workers compensation and claims management, EML case manager Rachael Gordon has already made a big impact – helping long-term injured workers cope with the challenges relating to their injury and making a real difference in their lives.
In recognition of this, Rachael is a finalist in this year’s Excellence in Personal Injury and Disability Management Awards – for the Excellence in Customer Service Award.
The awards are run by the Personal Injury Education Foundation (PIEF) to celebrate and showcase the outstanding achievements of the industry.
Although new to workers compensation and claims management, EML case manager Rachael Gordon has already made a big impact – helping long-term injured workers cope with the challenges relating to their injury and making a real difference in their lives.
Formerly a childcare worker, Rachael joined EML in May 2021 and says she was drawn to EML’s vision of helping people get their lives back.
And she has committed to doing this every day since.
In her role, Rachael supports injured workers who have complex claims. These people have often been in the workers compensation scheme for a long time and feel jaded by the experience.
Rachael brings an empathetic and caring approach to her work, taking the time to build trust so that people open up about things they are struggling with.
Described by more than one worker as their ‘angel’, Rachael is a naturally person-centred case manager who is genuinely interested in understanding each worker’s unique situation.
“I help people know they aren’t alone in what they are going through,” says Rachael. “To me, it’s more than just doing my job. I want to create a safe space so people can share where they are at in their lives and their recovery.”
Rachel helps workers develop realistic goals and celebrates the small wins with them. She listens to understand people’s unique needs and takes action – facilitating access to treatment, equipment and additional support to make a positive difference.
“One of my workers needed more support,” says Rachael about a case that particularly stands out. “She shared that she had suicidal thoughts. I went to meet her for a coffee, and it was a turning point in our relationship. She has since bought a kitten and hasn’t had one day in a psychiatric facility since then. If things do get a bit difficult, I’m able to bring her around and calm her down.”
The Excellence in Injury and Disability Management Awards winners will be announced in the coming weeks.
Visit the PIEF 2022 website Awards page for more information on finalists across all categories. Discover all the EML finalists in the PIEF 2022 Awards in our Latest News.