Ergonomics Call Intake and Resolution Management
Published: 14-Sep- 2011 | Product Category: Risk Consulting, Workers' Compensation | Comments: 0 
Safety coordination for a distributed workforce can be challenging. Employees working at a large facility or at a remote site without professional safety resources often do not know where to find safety support. Front line supervisors frequently do not have the knowledge needed to provide it, and often costly visits by ergonomic experts are needed to assess the situation. As a result, safety needs may not be resolved in a timely manner and turn into workers compensation claims. This is especially true with regards to office ergonomics issues.
MRC’s Ergonomics Call Intake and Resolution Management system streamlines the process from reporting to resolution, leveraging live support from experienced consultants to enable organizations to reduce costs and better serve employees’ needs.
Service Highlights
MRC’s centralized intake and response process provides distributed employees a place to call to have their ergonomics issues resolved in a quick, consistent, and best practice manner. It provides a detailed accounting of employees’ concerns and how effectively they are being resolved. Organizations implementing MRC’s Ergonomics Call Intake and Resolution Management system have experienced immediate and significant cost savings, driven by earlier issue identification, reduction in the number of MSD claims, and reduction in onsite ergonomics evaluations.
Live Support Personnel
While computer systems are used to track calls, create action plans, and resolve issues, it is talking to another person that makes the difference. MRC’s experienced professional loss control personnel take the calls or personally respond to an email and are truly the difference in our process.
Flexible Setup and Customization
Our process is generic enough to allow complete customization for specific organizational issues. We can also handle many different issues (not just ergonomics) once there is greater familiarization with the process.
Issues—what safety issues do our employees and managers face?
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Ergonomics
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Indoor air quality
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Slip, trip, and fall
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Hazard communications
Solutions—what is our ability to respond?
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Content experts (internal and external)
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Services such as evaluations, sampling, auditing, etc.
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Documents including checklists, training, etc.
- Computer-based training
Focused Resolution
MRC will work with you to specify best practices for resolution of your employees’ issues. During the setup process organizations can make use of our standard process with proven results, or our content experts can help to create specific best practice resolution paths for each scenario.
Data That Leads to Continuous Improvement
Metrics are critical to any improvement process. If ergonomics concerns are funneled into a centralized database, then periodic reviews to improve and understand key issues can be undertaken. The data can be compared by any demographic included in the intake and matched up against loss runs. The reports MRC provides support continuous improvement efforts.
Return on Investment
Organizations have experienced a substantial return on investment from the implementation of MRC’s Ergonomics Call Intake and Resolution Management system. Drivers of savings include:
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Claim avoidance through early response, self-help, and effective telephonic evaluations.
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Reduction of MSD claims due to better incident resolution; for example one client saw its claims costs reduce from $3 million to $1 million annually.
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Reduction of on-site evaluations by ergonomics specialists (which range in cost from about $750 to $1,500 per evaluation). For example, one client’s ergonomics issues were always escalated to an on-site evaluation. After MRC’s system was put in place, only one in twenty ergonomics intakes was escalated to an on-site evaluation.
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