Those responsible for providing return-to-work services – whether within the institution or in partner and stakeholder organizations – have the requisite knowledge and skills to conform to internationally recognized levels of competence.

The return-to-work field is complex and involves many stakeholders, including the social security institution, other government agencies, employers, trade union organizations, health-care professionals, service providers and people whose jobs are in jeopardy as a result of an injury, illness, or acute, long-term or chronic health condition.

Productive relationships are cultivated with national, regional and local networks which have potential impact in the return-to-work process, and there is a strategy in place for maximizing the opportunities they offer the return-to-work programme.

Effective prevention and management of injury, illness or a health condition is the result of the coordinated efforts of a multi-disciplinary team and the promotion of partnerships.

An effective multi-disciplinary team will involve such actors as health-care professionals and providers, rehabilitation professionals and suppliers of assistive devices, and community resources such as government programmes and those operated by special interest groups which offer information, education, counselling and support.

Various workplace actors play key roles in the return-to-work process and their respective roles are reflected in the return-to-work strategy.

Key actors include the person concerned who is absent from work as a result of injury, illness, health condition or disability; their employer; co-employees; and trade unions, employee representatives and other advocates. Where a trade union is represented in the workplace, the return-to-work strategy is consensus based, involving the union at every stage.

A system of effective communication among all stakeholders and partners facilitates the seamless, timely return to work. There is an effective strategy for exchanging facts, thoughts and ideas in an open and respectful manner. The flow of oral and written information complies with relevant legislation such as privacy law.

Privileged information, from both internal and external sources, is accumulated and generated during the return-to-work process. Legal obligations to protect such information, under privacy legislation and professional standards, are complied with.

The person concerned is the main focus in the return-to-work process. The return-to-work strategy includes provisions to instil confidence in that person and motivate them to believe in themselves and their right to self-determination in a way that facilitates their return to work.

There is commitment to empowerment – a multi-dimensional social process that assists a person to gain control over their own life by acting on issues which they define as important.

It is necessary to empower the person concerned in the return-to-work process to question their condition and/or limitations and to creatively determine what they can do about it with the support of the institution.