Return-to-Work case management proves successful, enters next phase to help more employees with absences

f you've had an extended illness lately, you may have heard from a "Return-to-Work" case manager checking to see if the company could do anything to help ease your return to work or to make accommodations for a lengthier absence.

For more than half a year now, two case managers who are registered nurses have been following cases of Energy Systems employees with 10 days or more of consecutive absences.

Now, a few more employees can expect to benefit from the service. The program has met with such success that it is expanding to include absences of five straight days or more.

"The plan was to introduce case management at 10 days to allow all parties—employees, supervisors and case managers—to get familiar with the program," said Jill Freeman, manager of Benefit Plans.

With the program in full swing and with such positive reaction, the next phase is now starting. According to evaluation surveys of supervisors and employees participating in the program, 80 percent said they would recommend using the service to others.

Some of the benefits include

• demonstrating concern for employees
• scheduling appointments with specialists more quickly in some cases
• helping employees get used to being back at work by starting slowly and returning with work restrictions
• coordinating returns for short days or a short work week
• helping employees make use of the "flexible workplace," i.e., working from home
• ensuring that employees have proper certification in place for all absences to avoid any disruption in pay
• helping extend employee absences when appropriate
• arranging for special equipment as necessary, such as telephone head gear for those with neck injuries
• coordinating medical drive-in passes

Case managers serve as educators for employees, supervisors and physicians. They often explain job descriptions to physicians to help them make better decisions about whether an employee should stay out of work longer, work under special restrictions or return to regular work. They help supervisors understand restrictions under which employees can return to work and help employees communicate with both doctors and the company.

Case managers say that some employees have been surprised by the telephone calls but have appreciated the concern once they understood the purpose of the call. Most have made good use of the sympathetic ear, said Veronica Denton, a case manager.

"Often, we're able to help employees understand their condition better by interpreting medical jargon, to clarify paperwork processes that employees must file with the company or simply to read doctors' messy handwriting. The bottom line is, we're here to help employees any way we can," said Denton.

The privacy of employees is maintained. "When we discuss employees' cases with their supervisors, most have a close relationship with employees and already are fully aware of the circumstances. However, only work restrictions are discussed, not conditions," assured Denton.

Once an employee returns to work, case managers check in with the supervisor to confirm the return, verify that the employee has reported to medical and has been approved for return, confirm any work restrictions ordered by the physician and then check on the employee to make sure any special needs have been met.

Case management is by telephone only. No one will be knocking on your door, and home phone calls don't begin until at least 9 a.m.

"The last thing I'd want if I were home sick is to be bothered by the telephone early in the morning," said Denton. "We just offer any help or support we can to facilitate the return-to-work process."

"Sometimes we can speed up doctors' offices that are slow to respond to questions or that are slow to schedule appointments," Denton said.

After four months of absence, case managers also mentally prepare employees to receive long-term disability papers. "It's part of an automated process, and it's important to start the paperwork to have it in place just in case the employee needs to use it, but many really dislike seeing those papers," Denton said.

The company has no plans to lower case management to absences of less than five days, though any employee or supervisor having difficulty with an absence may request help by contacting case managers Veronica Denton (576-7787, 2vy@ornl.gov), Joann Leinart (576-6587, 2nj@ornl.gov) or Laura Lyles, administrative assistant (574-7566, xcd@ornl.gov). —T.M.P.