Early intervention

Male and female coworkers walking and talking

When an injury occurs, early and informed action makes all the difference.

Cogent Thinking’s Early Intervention Program connects injured workers with qualified health professionals in the critical first moments, helping them recover faster, remain at work where possible, and avoid unnecessary complications or costs.

The leading provider of early intervention services in Australia and New Zealand.

600,000+ people under our care

100+ health professionals available 24/7 to provide support

Program overview

Our Early Intervention Program provides 24/7 access to Cogent’s Injury Triage Service. This national service connects employees and managers to experienced health professionals who triage the injury or illness, provider evidence-based guidance, and coordinate next steps to support the employee.

The goal: to reduce injury severity, promote recovery at work, and reduce claims related impacts by providing immediate, insightful support.

A man in a warehouse setting, injury, with co-workers assisting

Key benefits

Rapid access to care, day or night

Consistent, evidence-based triage by qualified clinicians

Reduced emergency department admissions and lost time injuries

Best practice Early Intervention aids recovery resulting in fewer long-term injury management cases.

Improved confidence and engagement among managers and employees creating a safety culture in the workplace.

How it works

Injury occurs

Dedicated 24/7 phone and video triage

Support for both physical or psychological injury

Emergency screening for immediate support

24/7 triage

24/7 Allied Health or Nurse triage

Experience and AHPRA registered

On call access to immediate tele-medical advice

Data capture and risk identification

Matched care

Self-management advice during triage

Matched Care for Physiotherapy, Psychology, Medical

National Treater Network

Tele and video consultations

Support and follow up

Case management support to promote active recovery

Appointment coordination

Suitable duties and RTW recommendations and planning

Manager support

Handover

Multi-stakeholder handover

Includes work capacity, treatment and RTW recommendations

All relevant certificates to support RTW

Optional ongoing support

Extended Care

RTW consulting and secondments

Occupational rehabilitation

Independent medical examinations or Fitness for Duties

Importantly, the Cogent Recovery Risk Tool (CRRT) provides insight to the worker’s risk to early recovery via a score which is immediately shared with employers. This aids in best-practice injury management for all.

Cogent’s Risk Recovery Suite for Biopsychosocial Screening

Cogent’s Early Intervention approach recognises that recovery isn’t only physical. Each injury is as unique as the individual who has been hurt. Cogent has developed a best practise suite of biopsychosocial tools to support workplaces to manage this component of recovery.

Cogent’s Recovery Risk Tool (CRRT)

Delivered as a component of our triage process, the CRRT is the earliest indication of a worker’s risk to optimal recovery available in the market today. Independently validated by Monash University, the CRRT score effectively and efficiently highlights which workers would benefit from focussed, bespoke injury management support.

Orebro IQ

Cogent has designed an automated digital platform to deliver the validated Orebro IQ Short Form questionnaire to identify team members at risk of delayed recovery or prolonged work absence following musculoskeletal injuries. This quick and easy-to-complete screening tool provides early predictive insights, enabling targeted interventions to be implemented promptly and supporting improved recovery and return-to-work outcomes.

For more information regarding the Monash research and Orebro IQ please contact Cogent. For existing customers, please contact your Account Manager to discuss the implementation of these services within your Early Intervention Program.

A person on a mobile device, using the Positivum service

Implementation

Cogent works with each customer to configure the Early Intervention workflow to their business.

Our implementation process includes:

Integrating the program within your broader health, safety and wellbeing framework

Mapping communication pathways and escalation protocols

Establishing contact groups (e.g., safety managers, site leads, HR)

Customising reporting and notification preferences (SMS, email or direct call)

Training managers and supervisors to use the 24/7 Injury Line effectively

Our Early Intervention programs consistently demonstrate measurable results across industries:

Significant reductions in emergency department presentations and claims lodgements

Faster recovery times and improved return-to-work outcomes

Greater confidence among managers and employees managing injuries at work

Enhanced reporting culture and early-issue identification

A national customer implemented Cogent’s Early Intervention model across multiple sites.

Within the first 12 months they reported:

35 %

Reduction in lost-time injuries

40 %

Reduction in medical-certificate durations

25 %

Fewer claims

National Health & Aged Care Provider

Embedding early care into everyday practice across care environments
About the Partner

A national health and aged care provider operating 24/7.

The challenge

The organisation needed a 24/7 injury support program that could operate consistently across metropolitan, regional and remote locations, with reliable access to medical and allied health providers.

Occupational violence is a recognised and ongoing challenge in the aged care sector, with workers regularly exposed to aggressive and unpredictable behaviours. In this environment, access to early and expert psychological support is critical to help staff manage the impact of these experiences and remain engaged in their roles.

Our approach

Cogent Thinking delivers the Early Intervention Hotline and Care Coordination Service, supporting employees with:

24/7 Allied Health & Nurse triage

National medical and physiotherapy networks

Clear psychological referral pathways for early support

Telehealth consultations

Manager coaching to support safe, graduated return to work

PowerBI reporting for transparency and insight
Results of the program:
2,300+ employees supported since program launch

90% return-to-work rate at handover

37% reduction in average claims cost (2021–2023)

$25 saved for every $1 invested

The program has become a trusted and embedded component of the organisation’s health, safety and care culture.
National Transport & Warehousing Provider

Improving recovery outcomes through a supported early intervention model
About the Partner

A large national logistics and warehousing organisation operating 24/7 across Australia.

The challenge

The organisation required a more proactive and supportive early intervention provider after experiencing low service engagement and slow recovery outcomes. They needed a model focused on keeping employees working safely, not simply scheduling appointments.

Our approach

Cogent Thinking introduced a Whole-of-Journey Early Intervention Model, including:

24/7 Allied Health & Nurse triage

Access to a national medical and physiotherapy network

Telehealth medical consultations

Integration with the organisation’s safety reporting system

Referral pathways to onsite exercise physiology and EAP

Manager support and guidance to build confidence in early recovery conversations
Results of the program:
40%+ increase in program participation

60% reduction in cases requiring GP consultation

Return-to-work rate improved by 6%

Reduction in claims-related metrics and lost time impacts

The shift from “booking appointments” to “supporting recovery” created real and measurable change.
National Blood & Donation Service

Reducing injury risk and supporting safe work across donor centres
About the Partner

A National Blood & Donation Service operating Collection and Laboratory Centres across metropolitan and regional Australia, with staff working in clinical, frontline and logistics roles.

The challenge

The organisation saw an increase in musculoskeletal injuries across donor centres and needed a national early intervention partner with reliable local medical and allied health pathways, including in regional and remote areas.

Our approach

Since 2017, Cogent Thinking has delivered a 24/7 Early Intervention Program supporting over 650 employees each year. The program includes:

24/7 Allied Health & Nurse triage

National medical and physiotherapy network aligned to the organisation’s locations

Optional referral pathways into psychology and hand therapy

Seamless data integration through Solv

Coaching and support for managers to improve recovery conversations
Results of the program:
3,500+ employees supported since program inception

98% remain-at-work rate (past 12 months)

77% managed through supported self-management or physiotherapy

Strong engagement and alignment across clinical and operational teams

The program is now embedded into everyday operations, with early care and wellbeing forming a core part of how the organisation works.
Aviation

Supporting the health and recovery of a global aviation workforce
About the Partner

The organisation employs a large and diverse workforce across Australia, New Zealand and international locations. Many roles involve safety-critical tasks, travel across time zones, and time spent away from home.

The challenge

The organisation needed an early intervention partner that could provide 24/7 support to employees wherever they were, including pilots and cabin crew experiencing illness or injury while away from their home port. The service needed to meet aviation regulatory requirements and integrate smoothly with internal teams and unions.

Our approach

In partnership with the organisation since 2015, Cogent Thinking delivers a 24/7 Injury Triage, a tailored Early Intervention Program that ensures employees receive timely, coordinated care. The program includes:

24/7 Allied Health & Nurse triage

Access to a mapped national medical and physiotherapy network

Telehealth consultations with medical practitioners

Short-term case management in the early days following injury or illness

Integration with HR data to support proactive follow-up and coordination

The program has expanded to include health monitoring, audiometric testing and COVID-related health services as workforce needs have evolved.
Results of the program:
20,000+ cases supported since program launch

96% return-to-work rate (past 12 months)

50% reduction in lost time days in the first 12 months

NPS +55, reflecting strong employee trust and satisfaction

24/7 Injury Triage demonstrates how early support, delivered consistently and with care, leads to safer recovery and sustained workforce confidence.
Government Department

Early support for school leaders
About the Partner

The Department oversees a diverse network of schools across the state. School principals and leaders carry complex workloads and play influential roles within their local communities.

The challenge

Principals in regional and remote communities can face heightened pressures, including balancing leadership responsibilities, community expectations, and personal wellbeing. In times of crisis, such as bushfire events, the emotional toll can be significant. The Department required a confidential, responsive support program tailored to the realities of school leadership.

Our approach

Since 2020, Cogent Thinking has delivered the Early Intervention Program, providing immediate access to psychological support and wellbeing services.

Our model ensures that support begins at the very first call:

A clinically-led intake process, enabling timely and appropriate care matching

Goal based program to support improvements in psychological and physical health

Dedicated support for mental health concerns, whether work-related or personal

A sensitive approach to community context, acknowledging the close-knit nature of regional towns

Delivery of targeted regional programs following community-impact events, offering counselling, triage, and follow-up care
Results of the program:
Improved access to early psychological intervention for school leaders across the state

Reduced delays in receiving care, supporting recovery and resilience

Consistent participant feedback highlighting confidentiality, trust and relief

Strengthened wellbeing culture across the statewide school network

Improvements in psychological and physical health scores post program

High NPS rating

Get started

Talk to us about how we could support you with a tailored Early Intervention Program to meet your needs.

Call: (03) 9232 5598

Email: customer@cogentthinking.com.au

Online enquiry form

Early intervention

Program overview

Key benefits

How it works

Cogent’s Risk Recovery Suite for Biopsychosocial Screening

Cogent’s Recovery Risk Tool (CRRT)

Orebro IQ

Implementation

National Health & Aged Care Provider

About the Partner

The challenge

Our approach

Results of the program:

National Transport & Warehousing Provider

About the Partner

The challenge

Our approach

Results of the program:

National Blood & Donation Service

About the Partner

The challenge

Our approach

Results of the program:

Aviation

About the Partner

The challenge

Our approach

Results of the program:

Government Department

About the Partner

The challenge

Our approach

Results of the program:

Get started