ACH - Leaders WHS & IM Handbook

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Leaders WHS & Injury Management Handbook

Protecting Those Who Care for Others.

Introduction

Commitment to a Safer Workplace

Welcome to the Leaders Work, Health, and Safety (WHS) & Injury Management (IM) handbook, your comprehensive guide to maintaining a safe and healthy workplace. Our commitment to safety is paramount and this handbook serves as a crucial resource for all leaders. It outlines essential procedures designed to minimise risks and ensure a safe working environment for everyone.

By fulfilling these responsibilities, workplace leaders maintain a safe and compliant work environment. Through proactive risk management, training, regular safety committee meetings, and a strong focus on injury prevention and management, we can significantly reduce workplace incidents and enhance overall well-being. A commitment to continuous improvement and a strong safety culture ensures that employees feel supported, risks are minimised, and legal obligations are met, ultimately creating a safer and more productive workplace for everyone.

Select play to hear from Cher Lopresti – Executive Manager People Culture & Safety.

Contents

Introduction ...........................................................................................................................

Incident Reporting ...............................................................................................................

Injury Management ..............................................................................................................

Self-Insurance and RTWSA Claims for Compensation .........................................

Incident Investigation .........................................................................................................

A strong safety culture relies on proactive leadership, structured programs, and ongoing education. Leaders play a crucial role in fostering this culture by ensuring compliance, engaging with employees on safety matters, and driving continuous improvement.

Hazard Management ...........................................................................................................

Psychosocial Hazards .......................................................................................................

Workplace Inspections .....................................................................................................

Select the key initiatives below to learn how they support workplace safety, risk reduction, and compliance.

Chemical Management .....................................................................................................

Hazardous Manual Tasks ..................................................................................................

Leaders Responsibility

Site Safety Committee Meetings

Emergency Plans ..................................................................................................................

Key Procedures & Work Instructions ...........................................................................

Priority Hazard Management Program

WHS Training

Leaders WHS & IM Handbook

Incident Reporting

Examples of Dangerous Occurrences

Effective reporting is essential for the success of any management system, providing critical insights that drive decision-making and continuous improvement. By systematically collecting and analysing data, reports help organisations identify trends, monitor performance and assess compliance with policies and regulations. This reporting process serves as a foundation for informed management decisions, enabling leaders to allocate resources effectively, address potential issues proactively and enhance operational efficiency. Furthermore, transparent reporting fosters accountability and encourages a culture of continuous learning and adaptation within the organisation.

Explosions: Any incident involving an explosion of machinery or equipment.

Structural Failures: Collapse of buildings, scaffolding, or other structures.

Fires: Significant fires that pose a risk to health and safety.

Chemical Spills: Release of hazardous

Gas Leaks: Detection of dangerous gas leaks, such as natural gas or toxic fumes.

High-Pressure Failures: Breakdowns in high-pressure systems, such as boilers or gas lines.

Notifiable Incidents

substances that could harm people or the environment.

We are required to report certain incidents and dangerous occurrences to Safework SA to ensure safety, compliance and transparency. Notifiable incidents can pose significant risks to public health, safety and the environment, making timely reporting essential. This process not only helps regulators monitor compliance and enforce standards but also allows organisations to take necessary corrective actions and prevent future occurrences. Understanding the requirements for reporting these incidents is crucial for businesses to maintain regulatory compliance and uphold their responsibility to stakeholders.

Machinery Malfunctions: Failures of equipment that could result in injury or damage.

Electrical Failures: Incidents involving short circuits or electrical discharges.

Falls from Height: Near-misses or incidents involving potential falls from elevated surfaces.

Examples of Notifiable Workplace Incidents

Fatalities: Any death resulting from a workplace incident.

Machine Incidents: Injuries caused by machinery or equipment malfunctions.

Report to Support is our electronic Incident and Hazard management system. Report to Support

Severe Injuries: Amputations, fractures, or other serious injuries requiring hospitalisation.

Electrical Incidents: Shock or burns resulting from electrical hazards.

Report to Support Guidelines (R2S)

Chemical Exposures: Incidents involving exposure to hazardous substances.

Confined Space Incidents: Injuries occurring in restricted or hazardous environments.

Link to R2S Guidelines Document.

Leaders WHS & IM Handbook

Injury Management

Early Intervention Medical Treatment

ACH Group is committed to the achievement of a safe, healthy and injury free business. ACH Group is committed to effective injury management through responsible early intervention, claims management and provision of return to work services for employees who have sustained a work-related injury and or illness.

What to Expect: • A Randstad representative will contact the injured employee to complete a triage assessment and coordinate appropriate medical treatment.

• Treatment options may include: • Up to three physiotherapy sessions. • Up to two medical consultations.

• ACH Group covers early intervention services within our provider network. Employees opting for external providers require approval from the Head of Injury Management and Audit, Return to Work Coordinator, or must lodge a workers’ compensation claim. • Work modifications and return-to-work support will be provided as necessary. • The Return-to-Work Coordinator will supply an ‘Early Intervention and Claims Information Pack’ outlining the employee’s right to lodge a workers’ compensation claim.

Early Intervention

As a leader overseeing injury management and recovery at ACH Group, your priority is ensuring the health and well-being of our employees by facilitating early intervention and safe return-to-work processes. Our approach includes coordinating timely medical support and modifying work arrangements to align with employees’ capacity. Keeping injured employees engaged in the workplace, when medically appropriate, fosters a smoother recovery and promotes long-term well-being.

“ Getting injured at

work was tough and an inconvenience, but the early intervention program made a huge

difference. Kylie and the Randstad

What Happens if an Employee is Injured at Work?

team jumped in right away with a clear plan and real support. Thanks to them, I got immediate treatment, got back to work safely and felt supported the whole way. I’m really grateful-they made the whole process so much easier. ”

Employees must report any workplace injury or illness to their supervisor immediately, regardless of severity, providing details of the incident. 1

The supervisor will coordinate triage services through Randstad and arrange necessary medical assistance, such as first aid, doctor consultations, or emergency services.

The employee is required to complete an Incident Report Form through ACH Group’s electronic reporting system (Report to Support R2S) and participate in the investigation process if able.

Leaders WHS & IM Handbook

Self-Insurance and RTWSA Claims for Compensation Return to Work and Claims Support ACH Group is a self-insured employer, meaning we directly manage workers’ compensation claims under the Return-to-Work Act (2014). Employees who suffer a workplace injury have the right to lodge a claim for compensation to access income support and medical expenses beyond early intervention services.

Recovery and Return to Work

ACH Group follows a proactive approach where early return to work is the standard practice. We make every effort to provide meaningful duties that align with an employee’s capacity.

Key leadership responsibilities in this process:

• Our Rehabilitation & Return to Work Coordinator works closely with employees and leaders to facilitate recovery.

• Supervisors/managers, in collaboration with the Head of Injury Management and Audit and external consultants (if required), oversee the return-to-work process.

• Employees are required to participate actively in return-to-work planning and implementation.

The Return to Work Coordinators will provide assistance to leaders and the Head of Injury Management and Audit as follows:

While early return to work is encouraged, seriously injured employees are not obligated to participate in return-to-work activities or develop a formal return-to-work plan. Understanding your rights and entitlements is essential when managing a workplace injury.

• Coordination of medical treatment to aid recovery. • Assistance with lodging claims when necessary. • Worksite assessments to identify suitable duties in line with medical recommendations.

• Advice on rights and responsibilities under the Return-to-Work Act. • Development and implementation of return-to-work plans. • Regular meetings with employees, claims managers and medical providers to track recovery progress.

Select the sections below to learn about the claims process and the potential benefits available to you.

Rights and Responsibilities

Select the Rights and Responsibilities to learn more.

Making a Claim for Compensation

Potential Entitlements

Employee Rights

Employee Responsibilities

ACH Group’s Responsibilities

Leaders WHS & IM Handbook

Claim Management Process

Incident Investigation

Incident investigation is a systematic approach to analysing events that lead to accidents, near misses, or failures. At ACH Group incidents are investigated by leaders in consultation with the injured party and assistance from the WHS Team. Its primary goal is to understand the causes of these incidents and prevent their recurrence. Effective investigations by leaders provide several benefits, including identifying root causes, enhancing workplace safety, improving operational processes, ensuring regulatory compliance, fostering a culture of accountability and promoting continuous improvement. By utilising tools like the 5 Whys technique, leaders at ACH Group can uncover underlying issues and implement solutions that enhance overall safety and efficiency. 5 Whys Overview Leaders use the 5 whys questioning technique to uncover the underlying causes of a specific problem. The main objective is to identify the root cause of an issue by repeatedly asking “Why?” Each answer leads to the next question and while the method suggests five repetitions, not all problems have a single root cause, requiring further exploration with different question sequences.

Once a claim is submitted, the Head of Injury Management and Audit reviews and determines the claim status. A decision is made as soon as possible. If the claim cannot be processed within 10 business days, interim benefits will be provided. Head of Injury Management and Audit Responsibilities in Claim Management: • Conduct necessary investigations regarding the claim. • Facilitate a safe and early return to work. • Approve payments for entitlements where applicable. • Maintain communication with employees, supervisors, medical providers and rehabilitation consultants to track recovery and ensure ongoing support. Personal Health Procedure ACH Group recognises that employees may require time off due to non-work-related health concerns. To support their return to work, we have a Personal Health Procedure, which outlines best practices for managing absences related to personal health conditions. A personal health condition is any physical or mental health illness or injury that arises outside of the work environment, outside a normal cold or minor illness, which impacts on your ability to undertake your role.

Example

Problem

Staff member injures their back.

Because they did not use correct manual handling technique.

1st Why?

Refer to the Personal Health Procedure in the ACH Group Library .

2nd Why?

Because they were unsure of the proper procedure for that type of transfer.

Because they had not received recent refresher training in manual handling.

3rd Why?

Key Contacts

As a leader in injury management and recovery at ACH Group, your focus is ensuring that all employees receive the necessary support, guidance and resources to recover and reintegrate into the workforce as safely and efficiently as possible.

Because they had not been booked into the mandatory 2-year manual handling refresher course.

For injury management and return-to-work support, employees and managers should contact:

4th Why?

Supervisor/Manager Head of Injury Management and Audit Ph: 08 8159 3608 Executive Manager - Legal and Risk Ph: 08 8159 3665 Randstad (Early Intervention Support) Ph: 08 8468 8090

Because the designated staff member had not scheduled the required refresher training.

5th Why?

While five repetitions often suffice, you can continue probing further. The key is to trace the causality directly, avoiding assumptions and identifying processes that need improvement. The last answer should highlight a broken process, emphasising that effective root cause analysis focuses on processes, not individual failures.

Leaders WHS & IM Handbook

Guidelines for Conducting 5 Whys

Critiques of the 5 Whys

Despite its utility, the 5 Whys method faces criticism for its simplicity, which may limit its effectiveness in deeper analyses. Common concerns include: • Investigators might stop at symptoms rather than delving deeper. • Investigators may only uncover causes within their existing knowledge. • A lack of structured support for asking the right questions. • Variability in results from different users addressing the same problem. • A tendency to focus on a single root cause, neglecting the possibility of multiple factors. To mitigate these issues, it’s advisable to verify answers before moving on and to perform logical checks to ensure the validity of identified causes. This approach encourages thorough consideration of all potential root causes, leading to more effective problem-solving. Controls / Actions Leaders are central in developing effective strategies to prevent the reoccurrence of incidents is crucial for maintaining a safe and efficient work environment. After an incident occurs, it’s essential to analyse the contributing factors and implement targeted measures that address these root causes. By doing so, ACH Group can significantly reduce the likelihood of similar events happening in the future. Preventive strategies can take various forms, including improving training programs, enhancing safety protocols and fostering a culture of open communication and accountability. By engaging employees at all levels in the process, organisations not only strengthen their safety practices but also empower their workforce to actively participate in identifying risks and solutions. Ultimately, the goal is to create a proactive approach to safety that emphasises continuous improvement and a commitment to learning from past experiences. This not only protects employees but also supports organisational resilience and long-term success.

To effectively implement the 5 Whys method, consider the following steps:

Involve management and establish a suitable working group, possibly with a facilitator.

Use visual aids like a whiteboard or paper.

Clearly define the problem to ensure everyone understands it.

Differentiate between causes and symptoms.

Maintain a clear cause-and-effect logic.

Verify that root causes lead to the identified problem.

Strive for precise answers.

Approach the analysis step by step, avoiding premature conclusions.

Ground your findings in facts and evidence.

Focus on processes rather than individuals.

Avoid vague answers like “human error”; instead, ask why the process failed.

Create a supportive and open environment for discussion.

Select below for examples of controls.

Continue asking “Why?” until the true root cause is found.

Examples of Controls

Frame answers from the customer’s perspective.

Leaders WHS & IM Handbook

Hazard Management

Elimination or Minimisation of Risk

Identification of Potential Hazards

Leaders must aim to eliminate hazards or apply the Hierarchy of Controls: 1. Safer alternatives. 2. Isolation. 3. Engineering controls. 4. Administrative controls (training, procedures). 5. PPE (as a last resort). 6. Consider cost-effectiveness.

HIGHEST

MOST

Leaders must ensure hazard identification systems are in place, including:

Eliminate risks

• Trialling plant and substances before acquisition. • Evaluating contractor and agency hazards. • Completing required safety documentation for high-risk work. • Identifying manual task and customer related hazards. • Changes in the workplace as these can introduce risks. • Conduct workplace inspections as per WHS Activity Planner. • Ensure all workgroups are included in inspections.

• Identification of potential hazards prior to the first visit at a customer’s own homes. • Alert community workers to hazards when visiting customers’ homes.

Reliability of control measures

Reduce the risks through engineering controls

Substitute the hazard with a safer alternative

Isolate the hazard from people

Reduce exposure to the hazard using administrative controls

Link to the Hazard Management Procedure for more details.

Level of health and safety protection

Use personal protective equipment

LOWEST

LEAST

Reporting Hazards via the R2S electronic system • Secure the area and inform others. • Lodge a maintenance request as required. • Tag unsafe equipment as “Out of Service”.

“ An ounce of prevention is worth a pound of cure. ”

Risk Assessments

Link to Risk Matrix template.

• Contact WHS Team for assistance and advice.

Leaders WHS & IM Handbook

Psychosocial Hazards Psychosocial hazards are workplace factors that can adversely affect both mental and physical well-being. These may include excessive workloads, workplace bullying, lack of role clarity, job insecurity, poor management support and exposure to traumatic events. If not properly managed, these risks can lead to increased stress, anxiety, burnout and other mental health concerns, ultimately impacting employee performance and job satisfaction. Effectively addressing psychosocial hazards is essential for creating a positive and productive work environment. Proactive risk management helps to: • Protect Employee Well-being: Reducing stressors and fostering a supportive workplace improves mental and physical health. • Reduce Workplace Issues: Lower staff turnover, absenteeism and workplace conflicts by addressing underlying risk factors. • Enhance Organisational Performance: A healthier workforce leads to increased productivity, engagement and overall efficiency.

Workplace Inspections

Workplace inspections in aged care are crucial for ensuring the safety, health and well-being of both residents and staff. Regular inspections help identify potential hazards, assess compliance with safety regulations and ensure that best practices are consistently followed. By proactively addressing risks, aged care providers can prevent incidents, enhance operational efficiency and foster a culture of safety. Workplace Inspections are completed as per the annual WHS activity planner.

Test and Tag equipment

Oxygen bottles stored upright

Fire extinguishers checked

ACH Group is committed to identifying, assessing and minimising psychosocial risks as much as reasonably practicable. By implementing effective policies, fostering open communication and promoting a culture of support and respect, the organisation ensures a safe and inclusive work environment for all employees.

Items stored correctly

Hazardous Chemical signage

Fire exits illuminated and clear

Select the psychosocial hazards to learn more.

Outdoor furniture in good condition

Outdoor areas well maintained and floors are even

Chemicals stored securely

Bullying and Harassment

Fatigue

Workplace Violence or Aggression

Workplace Culture

Work Demands

Leadership

Role Clarity and Job Control

Recognition and Reward

Floors free from trip hazards

Spill kits available

Tag out for faulty equipment available

Leaders WHS & IM Handbook

Chemical Management Chemical management safety is essential for protecting employees, the environment and communities in workplaces that handle hazardous substances. This involves proper handling, storage and disposal of chemicals to minimise risks such as spills and exposures. Effective chemical management includes providing employee training, conducting risk assessments and ensuring regulatory compliance.

Cytotoxic Contaminated Laundry

Cytotoxic agents, often used in the treatment of cancer and other medical conditions, pose significant risks due to their potential toxicity to both residents and staff. Proper handling and disposal of laundry contaminated with cytotoxic substances are crucial to ensure safety and prevent accidental exposure. Employees Planning Parenthood: Workers who are planning parenthood or are pregnant or breastfeeding and are involved in the handling of cytotoxic contaminated waste should be informed of the reproductive risks and possible effects on foetal development by the Home Manager. Employees planning parenthood should not be exposed to cytotoxic contaminated laundry or waste.

ChemAlert

The ChemAlert Management System is a comprehensive tool designed to enhance chemical safety and compliance in the workplace. This includes providing a chemical register as per legislation and streamlines the process of storing safety data sheets (SDS) which provide first aid information in the event of an incident.

ChemAlert Guidelines By implementing the ChemAlert Management System, organisations can improve their chemical management practices, reduce the likelihood of incidents and promote a safer working environment for all.

Handling Cytotoxic Contaminated Laundry – Work Instructions (Safe Work Procedure) These work instructions are designed to protect both staff and residents by ensuring that cytotoxic personal laundry is handled safely and in compliance with relevant health and safety regulations.

ChemAlert Guidelines

For more details, link to Handling Cytotoxic Contaminated Laundry – Work Instructions (Safe Work Procedure).

Link to ChemAlert Instructions.

Leaders WHS & IM Handbook

Hazardous Manual Tasks Leaders play a central role in promoting safe manual handling practices in aged care and hospitality environments, where the physical demands of the job can pose significant risks to both staff, customers and residents. Effective leadership fosters a culture of safety by prioritising training, establishing clear protocols and ensuring that resources are available for safe manual handling techniques. By actively engaging with staff, leaders can identify specific challenges and provide tailored support, such as ergonomic assessments and ongoing education. This proactive approach not only minimises the risk of injuries but also enhances the quality of care provided to residents and customers. Ultimately, strong leadership in manual handling practices not only protects employees but also contributes to a safer, more efficient workplace, benefiting everyone involved. Leaders undergo coaching and training to help them effectively promote proper techniques and postures in line with the safe work instructions.

Emergency Plans

In aged care and healthcare settings, being prepared for a variety of emergency scenarios is vital to ensure the safety and well-being of residents, staff and visitors. Emergencies can arise unexpectedly, ranging from Code Black (person with a weapon) to Code Brown (natural disaster) and each requires a tailored response plan. Preparedness not only minimises chaos during these high-stress situations but also enhances the effectiveness of the response, ultimately saving lives and preventing injury. Training staff to recognise different emergency codes and respond appropriately fosters a culture of safety and confidence within the organisation. By prioritising preparedness, aged care organisations can ensure they are ready to act swiftly and decisively, protecting everyone involved and maintaining a secure environment for quality care.

Code Red

Smoke or Fire situation that threatens staff, visitors or property.

Code Blue

Medical Emergency

Select to enlarge.

Bomb or arson threat received by telephone or other means. Examples are written, telephone, suspicious object and mail.

Code Purple

Infrastructure and other internal emergencies that may adversely affect the safety of persons in the building. Examples are Electricity, Medical Gases, Water, ICT Systems, Structural Damage, Hazardous Substances, Chemical Spill, Gas Leak/Toxic Smell.

Code Yellow

Personal Threat armed or unarmed persons threatening injury to themselves or others. Examples are Civil Disorder, Illegal Occupancy, Unarmed Confrontation, Armed Confrontation.

Code Black

External Emergency - An event which arises externally to the building. Examples are Aircraft, Train and Bus Crash, Bushfire, Structural Collapse, Explosions, Natural Disaster.

Code Brown

Evacuation of a section or whole of the building to prevent or reduce injury to staff and visitors.

Code Orange

Desktop scenarios and evacuation exercises will be conducted throughout the year.

Manual Handling Refresher Training

Please take a moment to familiarise yourself with your site’s Emergency Plan, which can be found under Work Instructions in The Library. (online) Fire warden training is completed annually for RNs and designated wardens by Bob May and associates, this can be organised through the WHS Coordinator.

Staff complete refresher training in manual handling every two years.

Hotel Services refresher training is managed by the Hotel Services Team Leader.

Refresher training for Carers is conducted by Pinnacle Workplace Consultants. Contact the WHS Coordinator.

Leaders WHS & IM Handbook

Key Procedures & Work Instructions

“ A safe workplace

is a happy workplace. ”

Incident Reporting

Notifiable WHS Incident and Hazard – Work Instructions.docx

Work, Health, Safety and Injury Management (WHSandIM) - Principles.docx

Incident Investigation

WHS Hazard and Incident (Event) Reporting and Investigation - Procedure.docx

Hazard Management

Hazard Management - Procedure.docx

WHS Site Inspection Checklist - All.docx

Work, Health, Safety and Injury Management WHS and IM Risk Matrix.docx

Chemical Management

Chemicals and Substances Management Procedure.docx

Handling Cytotoxic Contaminated Laundry – Work Instructions (Safe Work Procedure).docx

Manual Task Management

Hazardous Manual Task - Procedure.docx

Leaders WHS & IM Handbook

“ Safety starts with you. When you prioritise your well-being, you empower those around you to do the same! ”

Key Contacts

For Work Health and Safety support, employees and managers should contact:

Supervisor/Manager

WHS Coordinator Ph: 0400 282 415

WHS Manager Ph: 0476 823 305

WHSTeam@ach.org.au

WHS Business Partner Ph: 0472 737 257

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