Early psychological support that protects recovery
A world-leading early intervention service, available Australia-wide, that addresses psychosocial barriers present on physical injuries.
Trusted by industry leaders
Consistent telehealth support
Independent and personalised
Available Australia Wide
Supported over 30,000 people through this program
ABOUT NSP
Stop claim escalation before it starts.
The Navigator Support Program (NSP) is an early psychosocial intervention designed to identify and address the barriers that delay recovery following physical injury, before they become entrenched.
When someone is injured, the physical damage is only part of the picture. Anxiety, fear of re-injury, confusion about the claims process and limited social support are consistently among the strongest predictors of delayed return to work. NSP addresses these factors directly, early and at scale.
By providing proactive, personalised support, delivered by a consistent, dedicated counsellor via phone, NSP reduces the likelihood of secondary psychological injury, maintains claimant engagement, and drives faster, more sustainable recovery outcomes.
Referrals are typically most effective between 2 and 12 weeks post-injury, but NSP can add value at any stage where psychosocial barriers are present.
Early psychosocial screening
Risk factors are identified at referral, enabling appropriate triage and preventing low-complexity cases from escalating unnecessarily.
Dedicated counsellor continuity
The same counsellor maintains contact throughout the program — building trust, consistency, and genuine engagement with the participant.
Telehealth & phone delivery
Fully remote delivery means no geographic limitations and no barriers to access — available to anyone, anywhere in Australia.
Short-term therapy where needed
Where screening identifies elevated need, targeted therapeutic support is available to address specific barriers to recovery and return to work.
WHO IS NSP FOR
The right intervention at the right time.
NSP is designed for individuals recovering from musculoskeletal injury who present with one or more psychosocial risk factors. Referrals are accepted from 2 weeks post-injury onward.
Not at pre-injury capacity
Individuals not at full function or work following a musculoskeletal injury.
Traumatic injury history
Where the mechanism or circumstances of injury carry psychological weight beyond the physical
Psychosocial barriers present
Fear of re-injury, low confidence limited support or frustration affecting recovery progress.
Would benefit from additional support
For anyone who has expressed they would like extra support in their recovery
PROVEN RESULTS
NSP's effectiveness has been independently verified across thousands of claims. The results consistently show that early psychosocial support is one of the highest-return investments an insurer can make in claims management.
NSP has achieved a minimum 12× ROI across a range of insurers and schemes. For every $1 invested in NSP, insurers save $12 in incurred claims costs. Verified by independent actuarial analysis by Quantum across 2,800 claimants over three years.
Independent evidence. Measurable outcomes.
94.67% fit for work at 26 weeks
Compared to 88.03% in a matched non-participant group (228 vs 1,060 claimants)
12 x ROI
Across a range of insurers and schemes.
$15.1M in confirmed cost savings
Across incurred claims costs over the evaluation period
30,000+ participants supported
Delivering consistent outcomes at scale across multiple insurers and scheme types
A structured, supportive pathway
From referral to resolution there is a clear, coordinated process.
1
Referral & rapid intake
Upon referral, psychosocial risk screening is completed promptly to identify the participant's needs and triage them to the appropriate level of support.
2
Counsellor allocated
A dedicated counsellor is assigned and makes first contact quickly. The same counsellor remains with the participant throughout the program, providing a consistent, trusted point of contact.
3
Tailored support begins
Regular phone-based contact is established at a frequency matched to the participant's risk level and needs. Support includes education, recovery goal setting, confidence building, and active monitoring of emerging concerns.
4
Targeted therapy where indicated
Where screening or ongoing monitoring identifies elevated psychological need, short-term targeted therapy is provided to address specific barriers — including anxiety, fear of re-injury, or trauma responses.
5
Reporting & case coordination
Insurers and case managers receive regular progress updates. The NSP counsellor coordinates with existing treating providers to ensure a coherent recovery plan, with case conferences available where alignment is needed.
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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No. NSP works in addition to existing treatment. It fills the gap between clinical treatment and the practical, emotional realities of recovery.
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Qualified health professionals with specific experience in injury management and recovery-focused care. Where elevated clinical need is identified, participants are supported by specialist clinicians including 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.
