It is a very natural reaction for injured workers to become fearful and uncooperative after an on-the-job accident. Many believe they will be disciplined or even terminated for the unsafe act or behavior which caused the accident. This is especially true if the injury resulted in whole or in part from the employee's failure to wear required personal protective equipment or follow prescribed policy. Many do not understand the "no-fault" nature of workers' compensation and believe their contributory negligence may adversely affect their right to benefits under the law. Language barriers may further complicate the problem.

Studies have repeatedly demonstrated that a proactive program of early and meaningful intervention by a sincerely concerned manager/supervisor can help calm the fears of the injured worker, encourage positive morale, speed recovery and return the worker to the job sooner.

Typically, once the injury has stabilized, injured workers will begin to question the ability of themselves and their family to cope with the reduction/loss of income, perceived need to pay medical expenses and the practical aspects of living with the injury and treatment regimen. It is important that workers recognize that their income will continue, albeit at reduced levels, that all reasonable and necessary medical expenses will be paid by the employer's insurance carrier and that someone will be available to help them out with the difficulties that they may encounter.

Some proactive techniques for establishing rapport with the injured employee and managing post accident events include:

• Retain an interpreter (if appropriate) to communicate with the injured worker and to provide a channel between the medical care provider(s), the employer, and the injured worker.
• Provide transportation for the injured worker and his/her family to the hospital and/or home if required.
• Provide assistance in returning the worker's personal vehicle to the home or assist with wrecker and inexpensive storage in the event of auto accident.
• Verify that prescriptions are filled and left with the injured worker. Any supplies needed by the employee during recovery (crutches, walkers, dressings, bandages, etc.) should be provided as soon as possible (save receipts for reimbursement).
• Confirm that the injured worker can negotiate into, around, and out of his/her home or apartment on their own or with the assistance of family members.
• Check the refrigerator. Make sure that there are enough groceries for at least a few day. Check for soft drinks, juices and bottled water. Ask if the injured worker has some cash on hand or the ability to get some with minimal inconvenience. Consider a small loan or cash gift as necessary.
• Check the basic systems in the home, i.e., telephone, heat, air conditioning, water, electric.
• Ask about family members, i.e., ages, schools, and occupations. Can all family members get to wherever they need to go? Do the children have/need lunch money? Are there day-care or baby-sitting needs? (especially for the spouse to visit the injured worker in the hospital) Does someone else in the family drive? Can they operate the available vehicles?
• Confirm that the injured worker has the means to keep all medical and therapy appointments. If the spouse works, transportation could be a problem.
• Ask about maintenance around the home. Most things can wait, however, other things, such as livestock, etc., generally cannot. Can neighbors and/or nearby relatives be enlisted to assist?
• Maintain contact with injured workers and project sincere concern and interest for their well being and recovery. To the extent possible, invite them to meetings or other work related activities to prevent alienation from the job, employer, and co-workers.
• Send a get well card signed by co-workers. Suggest friends from the workplace telephone or visit the injured worker.

It is not possible to think of or make arrangements for every eventuality in every case. Certain suggestions entail expense that is not covered under the workers' compensation policy. In general though, any level of concern and kindness by the employer will be appreciated and remembered. Injured workers will generally respond favorably to expressions of concern on the part of the employer and will be more likely to work with rather than against the employer in terms of resolving the claim and returning to work. Employers who utilize the techniques above (and others) report significantly better loss experience, in terms or reduced indemnity benefit expense, from the additional effort and cost of the above activities.