Return to Work Specialist

ISS Facility Services Australia and New Zealand; Port Macquarie; On-site; AUD 70,000 - 90,000; Full time

Job summary

ISS Facility Services Australia and New Zealand is seeking a Return to Work (RTW) Specialist to support safe, timely and sustainable recovery-at-work outcomes for injured employees across the business.

The role connects employees, operational leaders, the Injury Assist team, medical providers and insurers to translate capacity into practical RTW plans, suitable duties and workplace adjustments. Travel within Sydney and NSW North Coast may be required.

Qualifications

• Relevant RTW Coordinator training or accreditation.
• Knowledge of NSW workers compensation and privacy obligations.
• Strong case coordination and planning skills.
• Proven stakeholder management capability.
• Sound judgement and decision-making abilities.
• Excellent organisational and reporting skills.

Responsibilities

• Coordinate injury management and recovery-at-work from initial notification to sustainable RTW.
• Develop, implement and review RTW plans aligned with capacity and workplace requirements.
• Maintain regular communication with injured employees and address barriers to recovery.
• Coach managers on suitable duties, workplace adjustments and injury-management obligations.
• Coordinate stakeholder actions while clearly distinguishing responsibilities.
• Maintain confidential, auditable records and ensure compliance.
• Monitor KPIs, claim trends and provider performance to identify improvements.
• Support audits, governance reporting, injury prevention and capability-building initiatives.

Skills

RTW coordination

NSW workers compensation knowledge

Case coordination

Stakeholder management

Judgement/decision-making

Organisational/reporting

Job description

Be part of something bigger. Be part of ISS.

The Return to Work specialist supports safe, timely and sustainable recovery-at-work outcomes for injured employees across the business. The role acts as the central connection point between employees, operational leaders, the Injury Assist team, medical providers and insurers, translating certified capacity into practical RTW plans, suitable duties and workplace adjustments. We have positions available in Sydney and the North Coast of NSW and the successful candidate/s will need to be agile with travel around these focus areas.

Key responsibilities

• Coordinate injury management and recovery-at-work activities from initial notification through to sustainable return to work.
• Develop, implement and review RTW plans aligned with certified capacity, workplace requirements and recovery goals.
• Maintain regular, respectful communication with injured employees and address barriers to recovery.
• Coach managers on suitable duties, workplace adjustments, communication and injury-management obligations.
• Coordinate stakeholder actions while clearly distinguishing the responsibilities of the worker, manager, RTW Coordinator and insurer.
• Maintain confidential, accurate and auditable records and ensure legislative, contractual and organisational compliance.
• Monitor KPIs, claim trends, provider performance and recurring barriers to identify improvement opportunities.
• Support audits, governance reporting, injury prevention and manager capability-building initiatives.

What we are looking for?

• Relevant RTW Coordinator training or accreditation
• Knowledge around NSW workers compensation and privacy obgligations
• Strong case coordination
• Strong stakeholder management capability
• Sound judgement
• Proven organisational and reporting skills

The RTW Specialists facilitates planning, communication and action but does not replace:

• The insurer’s authority over liability, funding and claim decisions
• The frontline manager’s responsibility for supervision and workable suitable duties
• The employee’s responsibility to participate in recovery arrangements and provide current capacity information

Our Commitment:

ISS fosters a culture of inclusion and diversity, welcoming applications from Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, individuals from diverse cultural backgrounds, and LGBTIQA+ communities. We are committed to fair pay and a safe working environment.

Please note: No agency applications are accepted