Early psychological support that strengthens recovery
Trusted by industry leaders
Consistent telehealth support
Independent and personalised
Available Australia Wide
Supported over 30,000 people through this program
Navigator Support Program (NSP)
The Navigator Support Program (NSP) is an early intervention service designed to identify and address psychosocial risks that may delay recovery following a physical injury. By providing proactive, tailored support, NSP reduces the likelihood of secondary psychological injury, improves recovery outcomes, and supports safe and sustainable return to work.
Who is NSP suitable for?
NSP supports individuals who:
Are recovering from a musculoskeletal injury but are not yet at pre-injury work or functional capacity
Are showing signs of psychosocial barriers such as anxiety, stress, worry or low confidence about recovery
Have experienced a traumatic event as part of their injury
Are at increased risk of secondary psychological injury
Are feeling overwhelmed, confused or frustrated with the claims process
Have limited existing support networks at home, work or socially
Referrals are typically made between 2 to 12 weeks post-injury, when early psychosocial intervention is most effective.
How does NSP work?
Psychosocial risk screening is completed early to identify individuals who may benefit from additional support. Based on the results, participants are allocated to an appropriate level of support aligned to their needs. Participation in the program is voluntary, and individuals can choose whether to engage with the support offered.
Dedicated counsellors maintain regular phone-based contact to monitor progress, address concerns, and support confidence throughout recovery. Where further assistance is required, targeted short-term therapy may be provided to address emerging barriers. The same counsellor remains involved throughout the program to ensure continuity, trust, and consistent engagement.
Why choose NSP?
NSP delivers targeted psychosocial support that strengthens recovery outcomes and reduces the risk of claim escalation. By addressing psychological barriers early, NSP helps participants remain engaged, build resilience and progress confidently through their recovery.
Outcomes
In 2022, we compared the outcomes of 228 worker-compensation insurer claimants who had participated in the NSP versus 1060 claimants who did not participate in the program.
Our results found that more workers who participated in the program returned to work earlier versus those who did not participate in the program. At 26 weeks, 94.67% of program participants were considered fit, versus 88.03% of the non-participatory group.
Analysis
Approximately 2,800 claimants took part in the Navigator Support Program over a three-year period between January 2018 and May 2021. An evaluation of the program was conducted by Quantum, who found:
A 3.8% increase in sustainable return to work.
$15.1 million in cost savings related to incurred claims costs.
A 12.0x ROI - Insurance companies saved $12 on average for every $1 spent on the Navigator Support Program.
NSP FAQs
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The Navigator Support Program (NSP) is an early intervention support program designed to assist people recovering from injury or illness. The program focuses on identifying barriers to recovery early and providing targeted, evidence-based support to improve health, recovery, return to work and return to life outcomes.
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NSP is suitable for individuals who may be at risk of delayed recovery due to physical, psychological, social, or vocational factors. This may include people experiencing pain, distress, uncertainty about recovery, or challenges returning to work or normal activities.
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Following referral, participants are supported by a dedicated health professional who acts as a central point of contact throughout the program. That health professional provides phone support to the participant at a time that suits them. Support may include education, goal setting, recovery planning and other general check-ins to monitor progress and address emerging barriers.
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Support is tailored to individual needs and may include:
Recovery education and guidance
Psychological screening and support
Goal setting and activity planning
Coordination with existing treating providers
Support with return-to-work planning where relevant
The program complements existing treatment rather than replacing it.
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Participants can continue working with their existing treating providers. NSP does not replace current treatment and instead works alongside it to support recovery and consistency of care.
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NSP is delivered by qualified health professionals with experience in injury management and recovery-focused care. Where required, participants may also be supported by specialist clinicians such as doctors or psychologists.
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Program duration is flexible and based on individual needs, progress, and recovery goals. Support may be short-term or extended depending on clinical and vocational requirements. The average duration is three months.
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For any concerns or enquiries please contact us on 1800 841 956.
