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Understanding icare

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What is icare?

icare Insurance and Care, NSW is a government agency that provides workers’ compensation, injury management, and insurance services for businesses and employees across New South Wales.

It supports injured workers with medical care, financial assistance, and rehabilitation programs to help them recover and return to work. icare also manages insurance for road accident victims, people with severe injuries, and government assets.

If you’d like more support in understanding icare, please call CCA on 1300 36 46 88.

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CCA’s Experienced icare Support

CCA has been an iCare provider since 2007, offering experienced support for your care needs. Our dedicated team understands your requirements to provide the best assistance under the Lifetime Care and Worker’s Care Support Schemes.

We provide a variety of services, including complex care, personal care, household tasks, injury treatments, rehabilitation, and community engagement support.

CCA specialises in helping individuals with spinal cord injuries, brain injuries, amputations, burns, or permanent blindness.

To access CCA’s services, please contact your iCare case manager and select CCA as your preferred Attendant Care Provider.

iCare Explained

Here is some essential and basic information about icare to help you understand it better and gain clarity on its features and functionalities. For more detailed information, please visit the official iCare NSW website: NSW WorkSafe or Connect with CCA.

Navigating the Workers’ Compensation Process

When a workplace injury occurs, icare NSW works closely with insurers, employers, and healthcare providers to ensure that injured workers receive timely care and support. Once an injury is reported, the insurer assigns a claim number, which is essential for tracking all aspects of the claim.

The Certificate of Capacity

The Certificate of Capacity is a key document that helps guide an injured worker’s recovery.

This certificate provides:

  • A medical assessment of the worker’s injury or illness

  • An evaluation of their ability to work

  • Recommendations for treatment and support services

It allows providers like CCA to develop a structured rehabilitation plan tailored to the worker’s specific needs.

The Support Team: A Collaborative Approach

Helping workers recover and return to work requires a team effort. As an icare provider, we work closely with:

  • Case Managers – Assigned by the insurer, case managers oversee the claims process, coordinate services, and ensure workers receive the necessary support.

  • Healthcare Professionals – Doctors and specialists assess, diagnose, and treat injuries, completing the Certificate of Capacity and recommending appropriate treatments.

  • Employers & Return-to-Work Coordinators – Employers play a vital role in providing suitable duties and creating a supportive work environment. The Return-to-Work Coordinator facilitates communication between all parties to streamline the transition back to work.

  • Rehabilitation Providers – In some cases, workplace rehabilitation providers may be engaged to develop tailored recovery programs, ensuring a smooth and sustainable return to work.

Regular case conferences may be scheduled to align recovery efforts and optimise outcomes for injured workers.

Helping Workers Recover At Work

There are benefits of returning to work as part of the recovery process. Employers are responsible for identifying suitable job options that align with a worker’s current abilities, such as:

  • Modified duties within their existing role.

  • The same job with adjusted hours.

  • Alternative duties that match their capabilities.

  • Opportunities at a different location.

  • A combination of these options.

As workers regain strength, their work capacity can gradually increase. Open communication with healthcare providers and employers ensures the most effective return-to-work strategy.

If a worker cannot return to their previous role, we assist in exploring alternative employment opportunities. Various support programs and benefits are available to help workers transition into new roles when necessary.

Encouraging Active Participation In Recovery

To ensure a successful recovery, workers must:

  • Engage actively in rehabilitation and return-to-work planning

  • Keep their Certificate of Capacity up to date (renew every 28 days)

  • Complete and sign Section 3 of the certificate for validity

  • Notify their insurer of any changes in their condition, as this may impact entitlements

icare NSW believes that with the right support, injured workers can recover effectively and return to meaningful work.

Their mission is to provide the resources and guidance necessary for a smooth and successful rehabilitation journey.