In 2010 the TAC announced a new strategy called "TAC 2015." The key components of this strategy involved major changes to the TAC's claims model. A group of researchers evaluated the implementation and impact of this model.
TAC 2015 placed added client outcomes as a corporate key performance indicator for the organisation, alongside financial sustainability and client experience. The strategy also set ambitious targets, and to achieve these targets the TAC transformed their existing claims models.
The Recovery model was implemented over the 2010 to 2012 calendar years and involved changes to claims division structure, case load, substantial education and training, as well as a range of tools to enable claims staff to assist client recovery.
The Independence model was implemented over the 2010 to 2014 calendar years. A major feature of the new model was the introduction of a client-centred Independence Plan and a greater engagement of TAC case managers with health and lifetime care providers.
Recovery and Independence replaced the previous Community Support (focused on clients with catastrophic injuries including brain and spinal cord injuries) and Benefit Delivery (focused on mild-to-moderate injuries) models respectively.
By default, the introduction of these two models necessitated a change to many daily work practices and policies within the TAC – and a team of researchers were enlisted to monitor these changes and their impacts, both before and after their implementation.
Led by Professor Alex Collie from ISCRR, Associate Professor Michael Fitzharris from the Monash Injury Research Institute, and Professor Belinda Gabbe from Monash Department of Epidemiology and Preventive Medicine, this team assessed the overall process, impact and outcome of the new initiatives, from the perspective of TAC staff, clients, and the broader community.
Where to now?
Conducted over a five-year period, this project has produced a comprehensive analysis of the TAC's strategic shift and its broader impact. The reports completed as part of this project have been delivered to the TAC during the period of the evaluation.
Some aspects of the evaluation are now in the process of being published, starting with the evaluation methodology.
The evaluation assessed the following aspects of Recovery and Independence:
- The responses of TAC staff to the change.
- The Client Conversational Tool (CCT) – a new screening method being introduced as part of the Recovery model to identify clients at high risk of consolidated pain and mental health (i.e. trauma).
- The possibility of using Remote Mental Health Interventions (such as internet-based therapy) within the new models.
- The impact of common law claims on the delivery of outcomes through these models.