By Megan Wong

Long term disability (LTD) claims are complex.  They involve serious injuries, mental illness and addictions. In order to have a successful strategy in managing LTD claims step outside your office and think outside the box.  You would be surprised how far these strategies go in ensuring a health and safe return to work (RTW) and how simple and common sense the strategies really are.  

Depending on the size of your organization, you may have a Joint Committee to collaborate on their LTD claims.  Try using these strategies to get all parties more involved; all parties in such cases include the employer, employee, Union, Nurse Adviser, and WorksafeBC.  

LTD claims can be some of the most intriguing and most rewarding because a long term relationship becomes built between all parties. 

Meet with the employee in person with all parties
Do this at the beginning of the process, so you can outline the expectations and the RTW process.  At this point you can establish a positive relationship.  Then when things go off track you have already established a strong relationship that can handle some turbulence. Even if you cannot get all parties at the table, at least teleconference them in. You might hear things from the employee you would not have heard over the phone. In one case, an employee revealed how nervous she was because of previous Labour Relations (LR) issues with Head Office.  We explained to her that we were here to discuss LTD matters and this had nothing to do with the LR issues. 

Create a visual – draw a bull’s eye*
In some organizations, particularly government, the LTD benefits and collective agreement allow for alternate duties or retraining for an alternate job.  Explain to the employee that the target is RTW: same occupation, same organization. The next ring marks a return to the same organization, but in a different job, perhaps clerical. On the outermost ring is retraining for an alternate job, perhaps in another government ministry, affiliated company, or elsewhere in the labour market.  

*The bull’s eye approach originated from Linsay Buss who works for the BC Government and Service Employee’s Union (BCGEU).

Go the distance to meet the employee
If it is not feasible to invite the employee to your Head Office, go to them. Take the drive, ferry or flight to the employee’s work location, or an office nearby.  To pardon the pun, this goes miles. It shows that your Head Office is paying attention, cares and that the employee is not just another number or file. As a bonus your Joint Committee gets some time to bond during travel time and meals.  If you are travelling quite a far distance book meetings with a few employees on LTD back to back to make the best use of your time.

Encourage the employee to bring a spouse, family member or friend
You will gain the employee’s trust by showing them you are looking out for their best interest.  Tell the employee that their spouse, family member or friend can take notes for them and remind them of what was said later on.  The employee may not be able to recall all of the details later on, it is normal for the meeting to be emotional and the LTD process can be complex. You might hear from the spouse, friend or family member that the employee is really not ready to return to work. In cases of mental illness and/or when an employee is not ready for a safe return to work – and the employee is pushing to return to work this information can be invaluable.

Do a job site visit
During the RTW process make sure that you as the employer are well versed on the employee’s duties.  Bring the Union, Nurse Adviser and WorksafeBC (if applicable) along for the visit too. This will ensure any safety concerns are brought and any barriers to the RTW can be dealt with. If needed, do follow up visits with the employee during their graduated return to work.

Even if the initial meeting with the employee is short and sweet at least you can document that you have had the meeting and all parties have had a chance to meet and voice any concerns.  Above all be clear, consistent, and set expectations.  

A person may be an employee for a lifetime, but they are only a LTD claimant for a relatively short time.  Go above and beyond to treat them with the dignity and respect that they deserve in order to help them achieve a healthy and safe RTW.

Megan Wong completed her Bachelor’s of Commerce in Human Resource Management at the University of British Columbia, and she’s a Certified Human Resources Professional (CHRP).  Megan currently works for the Employers Adviser’s Office for the Ministry of Labour, Citizen’s Services and Open Government. She advises Employers on WorksafeBC matters from claims, occupational health and safety, and assessments. Megan previously worked for the BC Liquor Distribution Branch as a Long Term Disability Adviser.