Bob Wilson, President of WorkCompCollege.com, recently presented during our monthly Risk Control Webinar series, challenging industry professionals to examine how their language and approach fundamentally shape outcomes for injured workers.
WorkCompCollege.com offers educational resources and training programs for Workers’ Compensation (WC) and other risk management professionals, aiming to enhance industry practices and outcomes through improved understanding and communication strategies.
Continue reading for an overview of Wilson's presentation.
Wilson revealed a fundamental disconnect between how the industry operates and how injured workers experience the system. Through his experience running WorkCompCollege.com, he discovered that most people outside the industry have a limited understanding of WC processes and how the system functions.
"Most people outside of WC have no idea who we are, how we operate, what our processes are, what we're actually supposed to do," Wilson said.
This confusion manifests in problematic ways. WorkCompCollege.com regularly received subpoenas for claims records they never possessed, medical bills misdirected to their offices, and desperate communications from injured workers who didn't know where else to turn.
Wilson emphasized that this lack of understanding creates vulnerability during what is often an extremely stressful time for injured workers who are suddenly thrust into an unfamiliar system while dealing with pain, financial uncertainty, and family pressures.
Wilson discussed three essential perspectives that industry professionals must understand: the injured worker's why, the professional's personal why, and the industry's broader why.
Understanding the injured worker's motivations and needs requires asking direct questions about their goals and concerns. Rather than simply scheduling appointments because software generates reminders, professionals should connect their actions to meaningful outcomes in workers' lives.
"Are you setting a follow-up doctor's appointment because it's in a tickler file, because software told you to do it, or are you actually helping an injured worker heal so that in three months he can walk his daughter down the aisle?" Wilson asked.
Wilson devoted significant attention to how industry terminology alienates and confuses the people it serves. Terms like "adjuster," "claims examiner," "indemnity," and "investigating your claim" carry meanings within the industry that sound adversarial or incomprehensible to injured workers.
"I have a broken arm. It's not a file to me. It's not a claim," Wilson said, explaining the injured worker's perspective.
He proposed systematic language changes throughout the industry. Instead of "adjusters" and "claims examiners," he suggested "recovery specialists." Rather than discussing "indemnity payments," professionals should tell workers when their checks will arrive. Instead of "investigating claims," adjusters should explain they need to "verify all the facts."
"WC needs to be rebranded as Worker's Recovery, because the word recovery sets a much better expectation out of the gate for a newly injured worker or recovering worker coming into the system," Wilson said.
Wilson offered concrete recommendations for incorporating the "why" into daily practice. He emphasized the importance of the first 24 to 48 hours after an injury, when workers often feel isolated and abandoned.
"You fall off a ladder at home, and everyone sends you flowers,” said Wilson. “You fall off a ladder at work, and people are afraid to talk to you.”
He recommended that claims professionals begin every conversation with "How are you feeling today?" to establish a human connection before discussing business matters. He also encouraged employers to maintain contact with injured workers through simple gestures, such as cards, flowers, or phone calls, to check on their well-being.
Wilson concluded by reframing the fundamental mission of WC beyond its technical and regulatory requirements.
"WC is an industry that restores broken and shattered lives," Wilson said. "We restore function and capacity, respect, and dignity, to whatever extent possible, to people who are possibly at the lowest point of their lives."
He emphasized that clear, concise, and consistent communication, combined with understanding workers' needs and motivations, can make the difference between someone who becomes disabled and someone who becomes a recovering worker. This shift benefits not only injured workers and their families but also reduces costs for employers and society while improving overall outcomes across the industry.
This presentation was part of Captive Resources’ Risk Control Webinar Series — regular installments of webinars to educate the group captive members we work with on topics like workplace safety, organizational leadership, and company performance. The thoughts and opinions expressed in these webinars are those of the presenters and do not necessarily reflect Captive Resources’ positions on any of the above topics.
