The opportunity

This role offers a unique opportunity to shape the service and operational frameworks that support Claims Agents in delivering high-quality, timely support to injured workers across South Australia. You will play a key role in enhancing Scheme efficiency and performance by designing, monitoring, and continuously improving systems of work—directly contributing to ReturnToWorkSA’s strategic objectives.

In this role, you will collaborate closely with Claims Agents, service providers, and key areas within the business, identifying and implementing strategies to enhance performance across vital areas, with a focus on Whole Person Impairment. Your advanced understanding of Whole Person Impairment, its impact, and associated Scheme risks will be vital in this role. Additionally, you will support the ongoing review and implementation of the Impairment Assessment Guidelines to ensure workers receive their correct entitlements.

This role also provides an excellent opportunity for you to contribute to our digital transformation journey, through your knowledge and experience in understanding of performance reporting, data elements, business processes, and claim’s systems.

The position

This role focuses on ensuring effective risk management, quality assurance, and policy development with a focus on the Whole Person Impairment (WPI) assessment process, driving fair and effective outcomes in claims management. Key responsibilities include:

• developing and maintaining clear and concise claims management policies, in line with the Return to Work Act 2014, and ReturnToWorkSA’s objectives,
• monitoring and reporting on WPI performance and critical Scheme measures,
• designing, developing, leading, and implementing systems of work to deliver fair, effective, and efficient outcomes,
• applying the Act requirements to WPI policy to manage operational risks,
• leading systemic risk monitoring and taking appropriate action to address risks related to WPI assessments,
• supporting the review and implementation of the Impairment Assessment Guidelines.

This role will be a full-time ongoing position.

About you

You bring strong teamwork, collaboration, and a customer-focused approach, along with excellent people skills. You excel in building relationships and have a natural talent for negotiation and influencing. Your ability to engage in meaningful conversations with our Claims Agents and other stakeholders will be key to your success. Additionally, you have an advanced practical understanding of the principles surrounding Whole Person Impairment (WPI), and the Impairment Assessment Guidelines.

You are passionate about supporting individuals impacted by workplace injury and this role offers an opportunity for you to further expand your existing experience. A solid understanding of the Return to Work scheme, relevant legislation, and the pathways and barriers to recovery and return to work in a personal injury context is essential.

ReturnToWorkSA Profile

At ReturnToWorkSA, our purpose is to empower and support South Australians impacted by work injury. Our services and those delivered by our claims agents are designed to provide early intervention support to workers and employers following a work injury to ensure the worker can recover and return to work as quickly as possible.

Why join us? 

Experience a workplace culture that rewards your contribution and provides the development and support to help you reach your potential. We are committed to fostering a diverse and inclusive workplace where our people can genuinely make a difference to the lives of South Australians affected by work injury. At ReturnToWorkSA, you can expect a range of benefits including:

• An extensive wellbeing program
  • access to a broad range of wellbeing seminars, webinars and information sessions
  • a free onsite gym and bike storage
  • annual vaccinations, skin checks, seasonal fruit and corporate cup challenge
  • discounted corporate private health insurance
  • and a proactive EAP provider
• Flexible work options including part time and working from home
• Access to learning and development programs to enhance your personal and professional skill set and career development
• Modern offices with excellent amenities in the Adelaide CBD

Special requirements/Conditions

• Relevant tertiary qualifications, with a focus on allied health, personal injury, whole person impairment benefits is advantageous but not essential
• Experience in developing, delivery and assessment of training programs is highly desirable
• Leadership experience in personal injury schemes is highly desirable.

Further information

Candidates will also be assessed based on their ability to demonstrate personal and professional alignment with ReturnToWorkSA’s organisational values which are critical to our success: We care about people and sustainability; We are inclusive and innovative; We listen to understand; and We own our actions.

 Service and Performance Advisor - SDO - Insurance - Position Description - February 2025.DOCX

The total remuneration package for this position is starting from $116,863 (exclusive of superannuation). The final offer will be commensurate with the candidate’s qualifications, skills and experience.

How to apply

Please submit a cover letter demonstrating your key capabilities and experience supported by your current resume addressed to Rob Byrne, Service Leader – Technical by 5:00pm 11 May 2025. If you would like to discuss the position further, Rob can be contacted on (08) 8238 5970.

Please note shortlisting and interviewing for this role will commence immediately so we strongly encourage all candidates to put forward your applications as soon as possible. The role may close early if a preferred candidate is identified.

Inclusion and acceptance

ReturnToWorkSA is an equal opportunity employer, valuing difference and embracing diversity and we promote flexible ways of working, applicants are encouraged to discuss any workplace adjustments that might be needed as well as the flexible working arrangements for this role.

Still not sure?

Research indicates that up to 60% of women and underrepresented groups may hesitate to proceed, even after completing a draft application. We firmly believe that diversity enhances the strength of every team, so even if you don’t tick all the boxes we still want to hear from you.