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.

There is commitment to employee engagement – the process of getting employees involved in and building enthusiasm about their work which, in turn, will advance the interests of the institution.

The person concerned is the key stakeholder of a social security institution. As such, they must be encouraged to participate fully in decisions which impact upon them. A person’s “active participation” refers to the process of facilitating their ability to engage constructively in their return-to-work plans on an equal basis with other actors. They should be encouraged and enabled to provide their input, protect their interests and lend their support to the process.

A return-to-work quality control strategy includes specific actions to ensure that the needs of the person concerned are systematically, reliably and effectively met on an ongoing basis.

The strategy should include risk assessment and environmental monitoring to identify changes in the person’s needs, the workplace and the business environment, as well as developments in return-to-work policy and programmes.

A workplace accommodation framework includes a range of return-to-work options, support for the person concerned, effective communication, coordination of resources and cooperation among the relevant stakeholders.

There is compliance with professional and ethical obligations to ensure provision of appropriate services to the person concerned in the most efficient and cost-effective manner to achieve quality outcomes that are compatible with their individual requirements.

A case management system provides support, communication, coordination and cooperation among relevant stakeholders and professional organizations.

Case management usually involves:

• Information gathering;
• Analysis;
• Decision-making;
• Planning;
• Implementation;
• Evaluation.