When I first envisioned our webinar, The Voice of the Injured Worker: A 360-Degree Look at the Workers’ Compensation Journey, I knew we were entering a space where the conversation too often gets lost in policies, processes, and paperwork. And not enough in people.
We wanted to pull the curtain back. To talk openly about what injured workers actually go through. To acknowledge not only the physical recovery but the emotional, mental, and social hurdles they face. And to have that conversation with people who live this work every day.
The result was a deeply human discussion filled with stories, surprising insights, and practical solutions. And for me, it reaffirmed something I’ve believed since the day I founded ReEmployability; workers’ comp isn’t just about claims, it’s about people.
What Are Injured Workers Really Facing?
We opened with a live poll for attendees—claims professionals, employers, providers, and nonprofit partners—asking: What’s the single biggest challenge injured workers face today? The majority answered, “All of the above,” but the breakdown was telling:
- #1: Lack of clear communication
- #2: Delays in care
- #3: Complexity of the system
This wasn’t a surprise, it was validation. Every day, our team hears the same frustrations from injured workers: I don’t know what’s happening. I don’t know who to call. I feel like I don’t matter.
“People want to be seen. They want to be heard. They want to know they matter.” — Lindsey Bressi, Nonprofit Relationship Manager, ReEmployAbility
Misconceptions Go Both Ways
Josh Schuette, Director of National Work Comp Sales and Account Management at Brooks Rehab, reminded us that mistrust doesn’t just flow one direction.
He shared a story of treating a police officer who, despite his own professional pride, assumed workers’ comp would try to deny his care:
“Even a police officer I treated said, ‘It’s work comp, they don’t want to pay for anything.’ I told him, ‘If you don’t want people to judge your profession based on TV stereotypes, don’t judge ours the same way.’”
It was a powerful reminder that stereotypes and negative assumptions can shape an injured worker’s experience long before the first phone call or medical appointment. It never really occurred to me that these stereotypes go both ways. Breaking them down takes intentional effort from everyone involved.
Trust Begins with Showing Up
Building trust isn’t a box you check, it’s something you earn over time.
Lindsey shared the story of Rick, an injured worker starting a nonprofit light-duty assignment. On day one, he was skeptical, withdrawn, and unsure why he was even there. Instead of trying to convince him right away, she simply told him she’d come back. And she did, this time asking the volunteer coordinator to give her work alongside him.
“I wanted Rick to see I was there for him, not just to talk at him.”
That simple act changed everything. Rick opened up, shared his story, and reconnected with a sense of purpose. A chef by trade, he found meaning in distributing groceries to his community and cooking for his newly found nonprofit teammates. Sharing his love for food in a way that allowed him to contribute without risking his physical recovery.
Communication Is Key and It’s Evolving
If there was one theme that came up again and again, it was this: consistent, honest, and compassionate communication is the foundation of a positive recovery journey.
Josh spoke about “brutal honesty” in setting expectations. Making sure injured workers know exactly what’s ahead, even if the news is tough. Lindsey emphasized the power of listening, following through, and never letting a worker feel forgotten.
At ReEmployAbility, we’ve recently added two-way text messaging to keep injured workers engaged from the start. Early results show a 65% response rate. A strong indicator that workers are not only open to communication but actively seeking it.
Every Journey Is Unique
No two recoveries look the same. Some workers bounce back quickly; others take longer or face unexpected setbacks.
Josh reminded us: “Just because someone had a good day doesn’t mean tomorrow will be the same. We need to meet them where they are, every single day.”
He told the story of another Josh, an injured worker who lost four fingers in a workplace accident. This was a life-altering injury but not the end of his story. Through perseverance and support, he retrained, became a certified occupational therapy assistant, and now helps other injured workers navigate recovery.
And the emotional challenges don’t always appear immediately. Many workers report their deepest sense of isolation around the one-year mark, long after the initial injury. When attention from employers and providers has often faded.
“Don’t forget about your injured worker after year one. That’s when I felt most alone.” — Josh, injured worker turned occupational therapist assistant
Language, Culture, and Connection
Communication is more than words, it’s shared understanding.
We’re proud that 90% of our Community Care Team speaks Spanish, and we partner with nonprofits that can accommodate Haitian Creole and other languages. Without this cultural and linguistic connection, vital pieces of the recovery experience can be lost.
“It’s like watching a movie in a different language with no subtitles. You miss the jokes, the empathy, the connection.” — Josh Shuette
Final Thoughts: We’re Not Dealing with Widgets
Josh summed it up perfectly: “We’re not dealing with widgets. We deal with people. For better or worse, you get good, you get bad but it’s truly living life.”
That’s what makes this work so meaningful. It’s not just a job, it’s a calling.
At ReEmployAbility, we’re committed to being the company that cares—not only about claims outcomes, but about the human outcomes. We want every injured worker to feel seen, heard, and supported through every stage of their journey.
“Because in the end, recovery is not just about physical healing, it’s about restoring dignity, connection, and hope.” — Debra Livingston
