Getting started. your guide to starting with WorkCover Queensland

Transcription

1 Getting started your guide to starting with WorkCover Queensland

2 Getting started your guide to starting with WorkCover Queensland WELCOME... 3 OVERVIEW... 3 What happens when a claim is lodged?... 4 YOUR BENEFITS... 4 Health and wellness... 4 Employee Assistance Program... 5 Your pay... 5 FACILITIES... 6 Building access... 6 Carpark access Brisbane Office... 6 WORK ARRANGMENTS... 6 Confidentiality of information... 6 Information and communication... 6 GETTING STARTED... 6 Your details... 6 Accessing your computer... 7 Using your and calendar... 7 Setting up your printer... 8 Storing your information... 8 Intranet... 8 Telephones... 9 OTHER INFORMATION... 9 Absences... 9 Mail... 9 Templates Faxing Recycling and document destruction Stationery WORKPLACE HEALTH AND SAFETY You and WHS Fire and emergency procedures Smoking Ergonomics and workstation assessments WHS contacts IMPORTANT CONTACTS Please note: The benefits and entitlements listed in this booklet are applicable to employees of WorkCover Employing Office only. If you are unsure of any information in this booklet, please talk to your manager. Getting started your guide to starting with WorkCover Queensland 2

3 WELCOME It is a pleasure to welcome you to WorkCover. This information contains a summary source of information to assist you to understand and positively contribute to the culture, vision and values of WorkCover. We hope it helps you to feel welcomed and we look forward to you becoming an important part of our team. Our guiding philosophy is to provide the best possible benefits and rehabilitation programs for injured workers at the lowest possible cost for employers. Our Vision To excel in workers compensation insurance. Our Values Excellence - seek to excel and pursue continual improvement Integrity - do the right thing, even when no one is looking Responsiveness - respond in a timely and welcoming way to customers and colleagues Respect - are considerate of the rights and dignity of others Our Goals Maintain a financially viable fund, balancing the needs of injured workers and employers Be a customer focused insurer Be an organisation of professional, engaged people Be proud of your work, recognise the unique contribution you can make to the individual, to the employer, to the allied health profession and to WorkCover. We look forward to sharing your journey with you. OVERVIEW WorkCover Queensland is a statutory body, which provides and manages workers compensation insurance for the people of Queensland. We are self-funding and operate as an independent, commercial enterprise, even though we are owned by the Queensland Government. We are the main provider of workers compensation insurance in Queensland. Our key focus is on a prompt and effective return and stay at work outcome. We work with the injured worker, the employer, and medical and allied health providers to help rehabilitate injured workers so they can return to work quickly and safely. WorkCover employs around 800 employees in the following work areas: Corporate Services Business Support Centre, Customer Support Centre, Human Resources, Communications Business Solutions Solution Delivery and Support and Infrastructure Finance Financial Services, Risk and Insurance, Business Consulting Customer Services End to end claims processing across our four centres. Once you start with us, you should visit the organisational structure to get a better of idea of how the business is structured and how WorkCover fits into the bitter picture. Getting started your guide to starting with WorkCover Queensland 3

4 WHAT WE DO What happens when a claim is lodged? Registering a claim Once a claim is received, the Business Support Centre or Customer Support Centre register the claim into our Claims and Policy System (CPIS). The claim is then electronically allocated to the Customer Services Division for assessing and claim management. Assessing a claim The claims representatives are responsible for deciding whether we will pay for the costs of the claim. They are responsible for assessing liability on all claims that are registered. This means they apply specific criteria and then either accept or deny a claim. There are certain legislative requirements before a person has an entitlement to compensation. All claims need to be decided within 20 business days. Once a claim is decided and accepted, if it needs ongoing management, it will be allocated to the Customer Advisors. Managing the claim Customer Advisors are responsible for managing ongoing claims to help the injured worker return to work. What about common law claims? A worker can only claim for common law damages successfully if their injury was caused by their employer s breach of duty, breach of contract or negligence. Generally a worker lodges a common law claim after they lodge a statutory claim in relation to their injury. YOUR BENEFITS Health and wellness WorkCover is committed to the wellness of our people. We encourage work-life balance, healthy lifestyles, and a safe and tidy work environment. We provide you with the option to receive a flu vaccination each year to help you stay healthy. We also can offer you a range of benefits and discounts through taking up a corporate membership with one of three health funds Bupa including waived waiting periods, no gap hospital and higher rebates NIB 10% off normal rates, waived waiting periods and continuity of cover if transferring from another fund Medibank Private 8.3% discount, access to additional products and one free dental check-up per year. Through these memberships, you can enjoy great benefits including discounts off packaged covers, dental check-ups each year, GapCover and savings on extras such as optical, physiotherapy and other approved health-related expenses. More information on each health fund can be found on the Intranet. Getting started your guide to starting with WorkCover Queensland 4

5 Employee Assistance Program WorkCover Queensland is committed to proactively supporting the health, safety and wellness of our people. We acknowledge employees may experience challenging times at work or in their personal lives. The Employee Assistance Program (EAP) is a WorkCover sponsored confidential counselling service that is designed to assist employees in resolving personal or work-related problems affecting their work performance. We allocate free sessions for individuals who need short-term assistance with issues which may disrupt their wellbeing and effectiveness such as: anxiety and stress anger depression family and marriage issues financial issues drug, alcohol and gambling issues grief and loss career issues. The EAP service is accessible 24 hours a day and is confidential. No specific detail about people attendance or issues discussed is provided to WorkCover. Contact details for Davidson Trahaire Your pay You will be paid into your nominated account fortnightly on a Wednesday. Your payslips and account information can be viewed on TechOne through the icon on your desktop. Through TechOne you can change your nominated account, apply for leave and update your personal details. Salary Packaging WorkCover people are eligible to salary package specified items (eg. superannuation, car leases) in accordance with government and WorkCover policy. For further information contact eithe RemServ or Smartsalary. Further details can be found on the intranet. Superannuation Information on QSuper can be found at the QSuper website If you would like more information on your superannuation options, please contact Payroll Services on Getting started your guide to starting with WorkCover Queensland 5

6 FACILITIES Building access Confidentiality is important to us, therefore access to WorkCover buildings is restricted and you will need to swipe a security access card to enter. Your manager will have organised building access for you prior to your arrival. For Brisbane Office employees, you should check with the reception on Floor 11. For other offices, you should see the reception at the entrance to your office. Security cards will allow you access to the building between certain times and on certain days (usually Monday to Friday, 7am 7pm). If you believe you require access to the building outside of these times, give the Business Helpdesk a call on Carpark access Brisbane Office The Brisbane City office has car parking on floors 2-5. These car parks are privately leased and aren t permitted for staff to use for personal use. A visitor carpark may be booked for WorkCover visitors and guests through Microsoft Outlook. For more information, please contact Business Helpdesk on Swipe cards You will receive a swipe card on commencing with WorkCover. This swipe card will allow you entry to your building. You will also receive a printer card which will allow you to use the printer. You are responsible for ensuring that your cards are secured against loss or theft and are to be kept secure at all times. Lost cards should be reported to the Business Help Desk. WORK ARRANGMENTS WorkCover s core working hours are between 9am 12pm and 2pm 4pm. Your manager will discuss your start and finish times when you arrive. Your lunch breaks should be arranged in consultation with your manager and other members of your team. You are required to keep a timesheet for the hours that you work each day if you are an Award employee. You should fill this in everyday, save it in a specified location as advised by your manager and print and have these signed by your manager every four weeks. Confidentiality of information The majority of WorkCover employees will be dealing with personal information, often including a person s medical history, so it is important that we maintain a high regard for the private and confidential nature of personal information. WorkCover information that you generate as part of your official duties is considered to be WorkCover intellectual property, and you must not use this intellectual property for purposes other than official use. Information and communication We encourage internal communication through a range of mediums including face to face, tele and web conference and through social media. Yammer is used to keep up to date with news, stories and experiences throughout WorkCover, and you will receive an invitation to connect on your first week with us. The guidelines for use on information and communication technology are provided in our ICT Security Policy and ICT Acceptable Use Guidelines. Everyone at WorkCover has an account for business use. You will also have access to the Internet for business related research. You should use the Internet for business use within the guidelines set out in the ICT Security Policy and Guidelines. For more information see ICT Security Policy and ICT Acceptable Use Guidelines. GETTING STARTED Your details Communication is an important part of working with WorkCover. Internal and external customers should be able to contact you by phone or whenever you are at work. Your WorkCover address is: Getting started your guide to starting with WorkCover Queensland 6

7 Your phone number will be displayed on your phone at your desk. For those roles where business cards are necessary, these can be ordered by ing the Business Helpdesk. Accessing your computer Your manager will give you your unique username and temporary password to allow you access to WorkCover s network facilities. To log on Hold down the Ctrl, Alt and Delete buttons together > Enter you username and password > Click OK. You will be asked to choose a new password on your first login and every 6 weeks. Your new password must be at least 6 characters and should be something that you can remember, but will not be guessed by someone else. Ideally it should contain both letters and numbers. If you have any trouble logging on, or if you have forgotten your password, please contact Business Helpdesk on 6100 or [email protected] Using your and calendar To help you communicate and keep organised, we use Microsoft Outlook. Further how to information is available on the intranet - To set up your signature Choose Insert from the main menu and then click Signature tab. Click New to create a new signature. Firstname Surname Title WorkCover Queensland t 3006 xxxx f 3006 xxxx To set up a new appointment From the calendar function, click Add attendees, and change the meeting room time To see if someone is busy at a particular time click the Scheduling button Click send To book a room for a meeting In a new appointment, add the meeting room name in the attendees section Always check to see if room is available by checking the Scheduling button Floor meeting rooms are listed by room and then the room number (ie room 11-1). For more information on using Microsoft Outlook, please see the Quick Reference guide available on the intranet under the Business Solutions page, then Front Office Environment (FOE) Program. Getting started your guide to starting with WorkCover Queensland 7

8 Setting up your printer All printing is done through the WCQ central print queue. This allows you to collect your printing from any printer in the building. You will be given a swipe card that you can use to print your documents as well as copy, scan, and fax. For more details on this you can contact a member from the Business Helpdesk. Storing your information There are a variety of options available to you for storing and accessing electronic files. WorkCover discourages people saving information on their C: drive. When you select My Computer from your desktop, you will see a number of drives listed. There are two main drives that you will need to use; G: and J: drive. G: drive This is your personal network drive and has a storage limit. Other people cannot access this drive from their computers. You have access to add or delete content and folders in this drive. If you log on to another computer, you will still be able to access this information. J: drive This is the network drive and holds information for all people in your division or work area. J: drive contains a number of folders, including the Transfer folder. This folder can be used for transferring information between divisions. This is helpful if you have a large file that you need to transfer and you don t want to slow down the system by sending via . If you place it in the Transfer folder, another employee can go in and move it from there to another location on their network. Remember, this is an open folder that can be viewed by anyone. Information will only stay in the Transfer folder until Friday morning of each week, when the contents of the folder are deleted. Intranet The intranet is an important business tool for WorkCover employees. It contains information for all employees and quick launch to many applications such as CPIS, TechOne, ieducation, reports and much more. The updates area contains news and other important business information you should try and read this every day. All policies and tools and templates are located on the intranet. Telephone directory One of the most useful applications on the intranet is the telephone directory. The directory lists information on each employee and includes a photo. You will have your photo taken for the directory when you start. Ask your manager for help uploading your photo to the directory. You can do a quick search by entering either a first name or last name. You can also search by location, position title or extension number by clicking the telephone. CPIS CPIS is the computer system used by WorkCover Queensland to process and manage worker's claims and employer's policies. CPIS is a windows based environment that allows our people to manage correspondence, manage tasks and run enquiries and reports. CPIS is accessed through the WorkCover Intranet. If you would like to learn more about CPIS, you can access an elearning module via ieducation. Getting started your guide to starting with WorkCover Queensland 8

9 Search function You can search for information on the intranet by using the search function in the top right corner. This allows you to search both our website and intranet or one or the other. Telephones All people should answer the phone politely by greeting the caller and identifying themselves and their centre. Check with your manager for exact expectations for answering a call in your area. To make an internal call Lift the handset and dial the 4 digit extension number To make an external call Lift the handset and dial the number Forward all incoming calls to another number To activate: Lift handset, press transfer, then enter extension of forwarding number To cancel: Lift handset, press end Forward calls to another number when your line is busy To activate: Lift handset, press forward button then enter extension of forwarding number To cancel: Lift handset, press end To place someone on hold press hold To transfer a call press transfer, then extension number Call pickup Lift handset, press pickup OTHER INFORMATION Absences WorkCover recognises that some absences are unavoidable. If you are going to be late for work or you are sick or unable to attend work for any reason, you need to contact your manager immediately to let them know. If you can t speak to them directly, leave a message and your manager will call you back. Mail Mail to other people in WorkCover can be sent via internal mail. Internal mail should be placed in an orange internal mail envelope with the person s name and office location/ floor clearly marked on the front. If you are sending a piece of internal mail in an external envelope, please ensure you mark the word Internal Mail clearly on the front. Internal mail is delivered to each office once daily and to each floor in the Brisbane office twice daily. Getting started your guide to starting with WorkCover Queensland 9

10 External mail should be placed in a WorkCover envelope and placed in the outgoing mail tray by 3.30pm every afternoon. Templates There are forms and templates available for you to use under Tools & templates on the intranet. Click on the menu on the left hand side to filter templates by function. Faxing To reduce paper waste, you can fax electronic documents via Outlook. Simply click on the Send Fax icon. Enter the fax number in the To field. Complete the fax information and attach any necessary files. Click send. Recycling and document destruction Each floor and each office has an orange security bin that should be used for documents that need secure disposal. You should recycle all non-confidential paper waste in the blue recycling bin. Stationery Each floor or centre has their own stationery storage area so talk to your manager if you have any particular requirements. Getting started your guide to starting with WorkCover Queensland 10

11 WORKPLACE HEALTH AND SAFETY You and WHS We are committed to providing a work environment which promotes the health, safety and welfare of everyone. In accordance with the Work Health and Safety Act 2011, we require you to be aware of your safety and your fellow workers at all times and act responsibly regarding accident prevention and working safely. WorkCover has safety framework in place to ensure we are maintaining due diligence and duty of care at all levels within the organisation. You should take the time to familiarise yourself with your area s key WHS contacts and WorkCover s incident and injury reporting procedure which is located on the intranet and will be completed as an annual compliance module. Your WHS committee is displayed on the WHS noticeboard in your office or on your floor. Fire and emergency procedures Your manager or fire warden will inform you of the fire and emergency procedures for your area. Smoking WorkCover encourage a smoke free workplace. Smoking is not permitted within 4 metres of the building entrances and is only permitted in rostered breaks. Ergonomics and workstation assessments Ergonomics is an important part of our commitment to keeping you safe and healthy at work. We will provide information, evaluation and consultation to reduce the risk of developing an injury from incorrect desk setup. You should take into account your chair height and setup, your computer monitor height, your keyboard and mouse position, and work practices. For more information on ergonomics, visit the WHS section of the Home intranet page. Getting started your guide to starting with WorkCover Queensland 11

12 WHS contacts My Safety Advisor / Health and Safety Representative is. My designated First Aid Officer is. My fire warden is. My emergency assembly area is. IMPORTANT CONTACTS WorkCover emergency update Computer/phone related Business Helpdesk ( business helpdesk on [email protected] or call 6100) Payroll Helpdesk Payroll Helpdesk on [email protected] or call 6322 Facilities [email protected] or 6100 WHS concerns your Safety Advisor or Health and Safety Representative (check your WHS noticeboard) Human Resources human resources on [email protected] or call 6336 Employee Assistance Program WORKCOVER OFFICES Brisbane 280 Adelaide Street Brisbane QLD 4000 Brisbane South Shop 3A5, Hyperdome Home Centre Cnr Bryants Road & Leda Drive Loganholme QLD 4129 Brisbane North Shop 23, Strathlink Complex 27 South Pine Road Brendale QLD 4500 Brisbane East 99 Southgate Avenue Southgate Corporate Park Cannon Hill QLD 4170 Brisbane West 1/88 Lincoln Street Oxley QLD 4075 Getting started your guide to starting with WorkCover Queensland 12