Juliette N.N. Duong

Since commencing university placement in 2017 which lead to offer of employment as an Injury Management Consultant, my experience in this space has been extensive and broad. Within each of my roles in this industry, I've had to opportunity to achieve in additional projects and expand my responsibilities outside of the following core delegations:

• Proactively manage physical and psychological claims for workplace injuries and non-work related conditions within public and government sectors.
• Manage workers compensation claims across multiple jurisdictions pursuant to the various operating Acts and frameworks. Experienced in QLD, VIC, SA and WA relevant legislations.
• Identify and implement appropriate injury management strategies for safe and timely return to work.
• Manage the progression of return to work plans and medical certifications.
• Discuss and negotiate role alterations or change of roles to support a return to work within the organisation in accordance with medical advice and return to work hierarchy.
• Maintain a high level of communication with medical treating providers, operators (the business), insurers, workers and other key parties.
• Manage and liaise with external vocational rehabilitation providers to ensure steady progress towards aligned goals.
• Communicate with other internal and external parties within scope of injury management e.g. host placements, translators, acting Advocacy, legal and union representation
• Coordinate and facilitate case conferences with key stakeholders to discuss barriers and collaborate on realistic goals within achievable timeframes.
• Utilise strong negotiation skills and engage in high level discussions that are likely to impact costs, loss mitigations, and overall outcome of claims.
• Source and liaise appropriate work placements, work trials and/or work opportunities internally and externally
• Knowledgeable in multiple policies, legislations and schemes.
• Build and maintain relationships with internal and external key stakeholders such as employees, managers, supervisors, operators, HR and legal advisory boards, medical practitioners and allied health professionals.
• Proactively engage in knowledge sharing and internal consultations with the team and organisation.

In addition to "Broader Experiences, Skills & Knowledge in Injury Management & Occupational Rehabilitation", I also assumed the following high duties and Achievements in this position:

Jurisdiction experience

• Royal Perth Hospital
• Bentley Health Services
• Kalamunda Health Service
• Armadale Health Service

Pre-Employment Health Assessor (PEHA), Pre-Employment Medicals (PEMs) and Fitness for Employment/Work

• Assess pre-employment health assessments and make recommendations to the organization and departments on a candidate’s ability to safety perform a role given the (1) disclosed or known conditions in relation to the (2) inherent psychosocial and physical requirements of the role within (3) reasonable and sustainable workplace accommodations pursuant to the Equal Opportunity Act and Anti-Discrimination Act.
• Recommendation and coordinate referrals to Occupational Physicians and/or Specialists for PEMs and FFW assessments.
• Read and Interpret medical reports completed by Occupational Physicians, Specialists, Treating Doctors, and Allied Health in order to make suitable recommendations to the workplace.
• Provide Subject Matter Expert (SME) knowledge and advice to organization and service stream team on assessment requirements and translation of disclosed conditions into reasonable workplace accommodations. This requires a strong understand human factors/ergonomics, job requirements, resource allocation and a desire to facilitate employment longevity.
• As SME, train and mentor my team members in this space inclusive of workflow management and taking on complex cases once escalated to SME level.

Higher Level Consultancy

• Collaborate and provide advice to WHS, Management, HR, Insurer, Legal Counsel and/or third parties on complex matters
• Navigate multiple competing legislative or policy requirements within a large organization, and selecting best practices for application within complex frameworks
• Attend conciliation, arbitration, tribunals, and legal proceedings
• Work with WHS Consultants and various management levels to facilitate safe work health practices in preventing or reducing risks workplace injuries
• Conduct and present assessments on biopsychosocial drivers impacting psychosocial context and human factors contributing to injuries/conditions, work engagement and performance
• Support and collaborate with HR, Insurer and Legal Counsel on complex matters that may impact occupational rehabilitation and successful return to work
• Provide assessment of quantum calculations through multi-tier context of operating legislation, employer expectations and commitment, evidence based practice, clinical estimates and current or emerging trends

Managerial Duties

• Acting Manager during instances when current Manager is on leave or absent from the office
• Distribute and allocate workflow to support division of duties and wellbeing of the team
• Address inter/intra-department queries including attendance to and presenting at meetings
• Analyse data and provide data interpretation to the Director and Leadership Team.
• Participate in strategy and planning for the department with Director and Leadership Team.
• Address team queries on strategy, policies and procedures.
• Management staff wellbeing including workplace engagement, reviewing and approving leave or work arrangements (WFH, site office spaces, etc).
• Mentorship of staff members to facilitate work and career interests.

Project Work

• Lead Consultant for system development (Solv). This includes assessing system application, researching improvements in user interface and improvements in efficiency. I would continually consult with my team to understand emerging issues and their needs to then address with the vendor (Solv Support Team.
• Policy and framework project for the standardisation of PEHA to meet multiple legislative and operational requirements i.e. in line with Equal Opportunity Act, Work Health & Safety Act, Workers' Compensation & Injury Management Act, Record Keeping requirements, and Privacy & Confidentiality processes.
• Utilising current systems and excel macro/VBA functions to create a File Naming Convention Automator. This assists the team in their record keeping obligations by reducing administrative time and simple standardisation of document naming.
• Currently leading projects in (1) Injury Management Standard Operating Procedures in preparation for changes to the new Workers' Compensation & Injury Management Act 2023 come 01st July 2024; (2) Briefing Note to request for funding and creation of a Level 7 role to support Injury Management Team; (3) Creation of job profiles to include review of physical demands and inclusion of psychosocial, cognitive and contextual demands. I proposed this project scope to tie into multiple service streams that would support injury prevention/management and WHS; and (4) Automation of pay review processes for employees on workers' compensation in collaboration with WHS Officers and Payroll team.

Achievements

• Received positive feedback for period of Acting Manager duties from November 2023 to December 2023 covering leave with requests to take on higher duties in the future.
• Successful ongoing management of the file noting system (Solv Injury) as Change Administrator.
• Created the File Naming Convention Automator to be distributed and used across the team.
• Authored and developed practice/policy guidelines and proposed framework to the N10 Pre-Employment Health Assessment (PEHA) for East Metropolitan Health Services – Armadale Kalamunda Group.
• Recommended and developed standardized process in contemporary injury management to support congruency in approach for Injury Management Consultants.
• Train and mentorship of Injury Management Consultants to develop their practices, time management and organizational skills, rehabilitation approaches, relationship management skills and strategy formulation.

In addition to "Broader Experiences, Skills & Knowledge in Injury Management & Occupational Rehabilitation", I also assumed the following high duties and Achievements in this position:

Jurisdiction experience

• Risk and non-risk states
• QLD, VIC, SA and WA

Injury Prevention & Work Health

• Work alongside WHS/HSEQ to identify human factors and ergonomics that may increase risk of injury, impede efficiency and/or impact workplace wellbeing
• Assessing pre-employment medicals/screenings (PEMS) and following up queries or inconsistencies
• Delivering PEMS assessments to the business, operators, WHS/HSEQ and site in a confidential and respectful manner to improve safety on site.
• Provide key stakeholders strategies and role adjustments to support workers into the business, particularly around work conditioning. This involves a strong knowledge in task analysis and site knowledge.
• Developing work conditioning programs for employees, operators, and WHS/HSEQ to implement on sites.
• Assess and comment on the understanding of work health safety knowledge of workers allowing the business to provide training to workers if required.

Cost Reduction & Financial Sustainability

• Engage in discussions with the internal Claims Team, internal Technical Advisors and the business regarding present and future state financial positions, barriers and strategies.
• Review statistics and present data to internal stakeholders.
• Review documentations and data to present to Insurers to collaborate on strategies, actions and expectations from all parties.
• Provide education to WHS/HSEQ and operators/site on the importance of supporting injury prevention and timely return to work. Discussions often involve discussing profit-loss projections for specific sites and emphasizing the best interests of all parties involved.

Achievements

• Recognised and facilitated standardization in bridging liability gaps on funding treating (diagnostic vs treatment) during pending liability claims.
• Mentorship and knowledge sharing with Work Health Advisors and Claims Managers
• Assisting HSEQ Consultants on best practice early intervention injury management on sites
• Contribution with upper management and Technical Advisors in obtaining and presenting data to Leadership team on the impact of COVID on workforce and workers’ compensation claim trends
• With the Work Health team, review and updating of Job Profiles nation wide inclusive of physical, cognitive, psychosocial and contextual demands for all roles.

In addition to "Broader Experiences, Skills & Knowledge in Injury Management & Occupational Rehabilitation", I also assumed the following high duties and Achievements in this position:

Portfolio experience

• Private sector small to large businesses.
• Public government sectors in Child and Adolescent Health Services (CAHS); Department of Communities; Department of Veterans’ Affairs (DVA); and Australian Defence Force (ADF).
• Corporate organisations including Bankwest; Westpac; CBA; and NAB.
• Income Protection Insurance.
• Privately-insured, Self-insured and Comcare.

Vocational Counsellor

• Complete vocational assessments utilising OSI and occupational alignment tools.
• Conduct research on vocational trends, labour market analyst, retraining or upskilling requirements aligned with a client's existing experience and qualifications.
• Collaborate with clients and provide sound counsel on career options with growth projection analysis utilising research and understanding of vocational or labour market trends.
• Provide information on career transition and resources available for further education e.g. VET, HEC-HELP loans.
• Facilitate, manage and assist clients through retraining/upskilling courses including development of study outline, course selection, study plans and healthy study habits alongside work/life balance.
• Source and liaise with work placements to assist clients with work trials/experience, internships and career opportunities
• Job readiness training including development of resume, selection criteria, cover letters, interviewing skills and basic job seeking skills.

Specialised Specific Services & High Level Reports

• High level research, data collection and data interpretation to formulate reports that are utilised in medico-legal negotiations at court, tribunal and/or conciliation.
• Utilising a strong understanding of client expectations to recommend the specific report, statistical data array required and scope of report. These services included Adjustment to Injury Counselling; Vocational Counselling; Career Development Planning; Vocational Assessment Reports; Transferable Skill Audits/Analysis Reports; Capacity to Earn Assessment Reports and Employability Assessment Reports.
• Conduct Adjustment to Injury Counselling to assist workers in understanding their injury and how this may impact future work engagement. Facilitate a worker’s engagement with vocational counselling to help workers understand alternative career pathways.
• Complete vocational counselling and vocational assessments with workers to explore viable career options and pathways. Provide vocational data or labour market research in Vocational Assessment Reports to compare employment viability in all suitable vocational options whilst meeting legislative and policy requirements.
• Utilise ANZSCO, ACC, Jobs Outlook, Department of Training and Workforce Development website (Jobs and Skills WA), online job seeking platforms (Seek and Indeed), Australian Bureau of Statistics, and other creditable sources for high level reporting on labour market research, workforce trends, and job requirements.
• Contacting employers in the workforce to identify labour market expectations against desktop-based research to report on changes to workforce demands, entry requirements and employment competitiveness for various roles.\
• Provide career guidance and advice to workers to assist in Career Development Planning including educating workers on registered training organisations, VET or HEC-HELP loans, retraining or upskill options to best suit a career pathway. This includes advising workers on potential future career progression within industries.

Technical Advisor/Subject Matter Expert (SME)

• Provide organisations and other consultants with technical advice on policies, legislation and processes.
• Provide strategic counselling to organisations or other consultants.
• Advise organisations, insurers, and other consultants on specific services, reporting requirements and their applications.
• Provide subject matter expertise on particular portfolios and their operating scope and legislations.
• Report and advise on labour market trends to Managers
• Training and mentoring of Managers in Specialised Specific Services so they can support their consultants and teams.
• Attend legal proceedings i.e. court orders and cross-examinations on authored reports or as an Subject Matter Expert

Achievements

• Created training modules to train and mentor Managers in complex services.
• Train and mentor staff members to meet their role responsibilities and set a foundation of their knowledge base and career growth.
• Developed standard operating procedures (SOPs) for newly acquired DVA Portfolio to meet internal and client service level agreements.
• Created training modules of several specialised services to standardise higher level reporting requirements i.e. Vocational Assessment, Capacity to Earn and Employability Assessment reports.
• Identified a gap in the market and created a new specialised report to assist in high cost (multi-million dollar) legal proceedings i.e. coined as Vocational Capacity Assessment Reports (VCAR).

Associate Clinician & Onsite Spinal Radiographer at Longevity Wellness Centre from January 2011 to June 2012 and Associate Clinician at Life Balance Health Centre from June 2012 to October 2015. Responsibilities in these roles included:

• Diagnose and improved patient outcomes by implementing evidence-based therapeutic interventions.
• Provide onsite spinal x-rays for referred patients and interpret imaging reports.
• Enhanced treatment plans for better symptom management and patient satisfaction.
• Conducted comprehensive assessments to develop individualized care plans tailored to patient's needs.
• Collaborated with multidisciplinary teams, ensuring optimal patient care and support.
• Maintained accurate documentation of clinical progress notes, treatment plans, and discharge summaries, ensuring adherence to regulatory standards.
• Developed strong rapport with patients through empathetic listening and compassionate communication techniques.
• Advocated for patients' rights and best interests within the broader healthcare system.
• Managed caseloads efficiently while maintaining a high standard of care for each individual patient.
• Continuously updated clinical knowledge through ongoing professional development opportunities and trainings.
• Mentored new clinicians on best practices in therapy approaches and treatment planning strategies.

2009 - Pharmaceutical Coordinator with Hands on India Charity (Murdoch University)

2010 - Outreach Program Volunteer (Murdoch University)

2011 - Medical Support & Sports Trainer with Coastal Titan Women's Football Team

More information can be made available upon request.