About the Partner
A State Emergency Response Service responsible for fire and emergency response across metropolitan and major regional areas. Their firefighters and operational staff work in high-risk, high-pressure environments where mental and physical wellbeing must be proactively supported.
The challenge
The operation required a comprehensive, integrated medical and mental health support program that would meet the needs of a geographically dispersed workforce and the unique operational realities of emergency service personnel. The program needed to be flexible, reliable, and scalable—capable of delivering consistent, high-quality care across diverse locations while aligning with the operational needs and cultural context of emergency services.
Our approach
In March 2023, Cogent Thinking implemented a statewide Integrated Health and Wellbeing Services Program, designed to deliver coordinated medical, psychological, and wellbeing support across a geographically dispersed workforce.
- The program integrates 24/7 injury triage, Health Monitoring, Prevention, and Employee Assistance Program (EAP) services, enabling early intervention, continuity of care, and seamless support from recruitment to retirement.
- Our approach is grounded in partnership and integration, and includes:
- Leveraging established clinical and operational infrastructure across metropolitan and regional locations to ensure consistent service delivery
- Delivering Health Monitoring to support early identification of occupational cancer, cardiovascular, physical and psychological risk
- Deploying an experienced multidisciplinary team with deep understanding of the operational and psychosocial demands of high-risk, frontline work
- Providing a flexible, hybrid delivery model (onsite, face-to-face, and telehealth) to ensure care is accessible, timely, and operationally aligned
Results of the program:
- Statewide program successfully implemented and embedded
- High levels of engagement across metro and regional locations
- Strengthened alignment between internal and external wellbeing supports
- Increased access to timely mental health support for members and their families
- A model designed to scale and adapt to operational rhythms and emerging risks