The Service Delivery Model The launch of the Service Delivery Model (SDM) moves the WSIB closer to our Road to Zero goal of eliminating all workplace injuries, illnesses and fatalities. The SDM is based on a focused way of providing customer services to improve prevention, and return to work and recovery outcomes for Ontario’s workers and employers. With our SDM transition well underway across the province, workers and employers will experience significant areas of improvement with our new Model. Timely Decision Making We understand a day matters to workers who have not achieved return to work and recovery. *Statistics indicate an injured worker has only a 50% likelihood of going back to work after being off for six months, with this percentage dropping dramatically to 20% after a year. A successful return to safe work and recovery is everyone’s goal, with accompanying human and financial benefits for workers, employers and the system as a whole. Therefore, every opportunity will be made during the earliest stage of a case to assess any barriers to sustainable return to work and recovery and identify appropriate interventions. This approach will reduce the time it takes to make decisions about eligibility and referrals to health care and Labour Market Re-entry programs. Staff are expected to keep to a consistent set of timeframes for this decision-making as the case moves through eligibility and the provision of services to support return to work and recovery. This includes those instances where return to work has not been achieved and the Case Manager must co-ordinate skill assessments, retraining and potential Labour Market Re-entry services. There will be improvements in timely decision-making about recovery and quality of life issues where return to work is not possible because of medical reasons. Collaborative Goal Setting Collaboration between the Case Manager, worker and employer in setting goals and developing the return to work and recovery plan is essential. This means all workplace parties have an ongoing understanding of how the case is progressing and a responsibility to meet these goals. If there are problems with resolving return to work issues, the Case Manager can involve a Return to Work Specialist to assist the workplace parties in a face-to-face resolution. At a program level, help is also available to employers at their workplace from the new role of the Disability Prevention Specialist, who can assist in establishing improved prevention and disability management practices. Better Communication Increased and better communication by the case management team with workers and employers ensures we can talk through much of the planning and issues each case presents. Rather than relying on administrative forms to move the case forward, we have put in place processes that enable frontline staff to proactively engage workers and employers about any potential barriers to return to work, whether it is for personal, medical or vocational reasons. Transition to the SDM Nears Completion Our launch is now complete in the Ottawa, Kingston, Toronto, Hamilton, St. Catharines, Kitchener and Guelph offices. We are on target to conclude our transition to the new Model by April 2009 in the WSIB's remaining offices, including London, Windsor, Sudbury, Timmins, North Bay, Thunder Bay and Sault Ste. Marie. This phased rollout approach is helping to minimize any service disruption and to apply learning forward from each office launch experience. Our Occupational Disease, Serious Injury and Pre-1990 Programs are implementing new service delivery models that incorporate the principles of the SDM, but reflect the unique needs in these areas. Getting Ready for Early and Safe Return to Work Policies Workers and employers have asked about the timing of the Early and Safe Return to Work (ESRTW) policies. The SDM aligns and supports the return to work best practices contained in the draft policies. These policies will be finalized and implemented once the Model is fully rolled out across the province. The Needs of Workers and Employers Listening and responding to the needs of the workers and employers of Ontario has led to development of the SDM initiative. We will continue to work closely with all our stakeholders and current partners, while reaching out to new partners, in keeping a sustained focus on our prevention and return to work efforts as we move forward on the Road to Zero. For more information on the SDM, please contact your WSIB representative. *NIDMAR (National Institute of Disability Management and Research)