When injured employees feel unheard, distrust begins to grow. When they feel supported, recovery has a stronger foundation.

Every workers’ compensation claim begins with a disruption.

One moment, someone is at work doing their job. The next, they are facing pain, uncertainty, and questions they never expected to ask.

Will I recover?

Will I be able to support my family?

Will my employer still want me back?

How we respond in those first moments matters more than we sometimes realize.

New research confirms something many workers’ compensation professionals have observed for years. Published in 2026 Journal of Risk and Insurance, researchers analyzed more than 950,000 claims involving over seven days of lost time. They found injured workers were significantly more likely to retain legal counsel when they believed they might lose their job because of the injury, when they felt their supervisor had not taken the injury seriously, or when they perceived their claim was being denied.

Not necessarily when their claim was actually denied, but when they believed it was.

That distinction matters.

What the research reveals is not simply a legal issue. It is a human issue. More specifically, it is a communication issue.

At nearly the same time, the 2025 Annual Workers’ Compensation Industry Insight Survey reported that 61 percent of respondents identified litigation as the greatest challenge facing the industry, a significant increase from the previous year. As costs rise and disputes become more frequent, it is worth asking an important question:

What if many of those challenges begin long before a hearing, an attorney referral, or a formal dispute?

What if they begin with the very first conversation?

Every workers’ compensation claim starts with a person.

A person who is injured.

A person who may be worried about their health, their family, their paycheck, their future, or their job security.

In those first hours and days, every interaction matters.

The supervisor responding to the injury.

The coworker offering support.

The employer representative making the initial report.

The nurse case manager coordinating care.

The adjuster making the first call.

The medical provider explaining treatment.

The attorney answering questions.

The regulator overseeing the process.

Each interaction contributes to the injured worker’s understanding of what happens next and whether the system is there to help them recover.

When people feel ignored, dismissed, or treated like a claim number, trust begins to erode.

When they feel heard, respected, and informed, trust begins to grow and success builds within a psychologically safe environment.

The difference is often not found in policy manuals, statutes, or procedures.

It is found in how we communicate.

Throughout my career, I have had the privilege of working alongside professionals from every corner of the workers’ compensation system. Whether serving injured employees, managing claims, administering programs, or shaping policy, the most successful professionals shared a common characteristic:

They never lost sight of the person behind the claim. 

They understood that the file on their desk represented someone’s spouse, child, friend, or coworker. 

They recognized that while they may handle hundreds of claims each year, for the injured worker, this experience was often the most significant challenge they had faced in a long time.

When I retired from the University of Texas System in 2024, our workers’ compensation program served more than 140,000 employees across academic and health institutions, we consistently saw the impact of early engagement.

Our focus was simple: helping injured employees feel supported, informed, and valued from the very beginning.

We worked hard to ensure they understood what was happening, what to expect next, and that they had partners committed to helping them recover.

When people feel supported instead of processed, something important happens. Trust grows. Communication improves. Recovery becomes a shared goal.

The outcomes were different. Not occasionally. Consistently.

What drove those outcomes was rarely a procedural advantage.

It was the quality of the human connection.

The research supports what many experienced professionals already know.

When injured workers feel heard early in the process, they are less likely to seek legal representation out of fear or frustration. They are more likely to engage in their recovery, participate in return-to-work efforts, and maintain confidence in the system designed to support them.

Most injured workers will never remember the statute that applied to their claim.

They may never remember the claim number.

But they will remember how they were treated.

They will remember who listened.

They will remember who returned the call.

They will remember who helped them feel less alone.

None of this requires extraordinary resources.

It requires listening.

It requires empathy.

It requires clear, honest communication.

It requires taking a few extra moments to explain what happens next and setting expectations.

Workers’ compensation has always been built on a grand bargain, but at its heart it is also a relationship business. Every day, professionals across the country are entrusted with helping people navigate one of the most difficult periods of their lives.

The way we show up matters.

The words we choose matter.

The tone we set matters.

We often call these soft skills.

There is nothing soft about helping someone navigate fear, uncertainty, pain, and recovery.

Communication, empathy, and trust-building are among the most important professional skills in workers’ compensation.

The future of our industry depends on perfecting these skills.

As experienced professionals retire and organizations work to attract and develop the next generation of talent, technical knowledge alone will not be enough. The professionals who create the greatest impact will be those who combine expertise with communication, compassion, and a genuine commitment to helping people recover.

That is true whether you are an adjuster, employer, risk manager, nurse, attorney, regulator, safety professional, or healthcare provider.

Every interaction shapes the injured worker’s experience.

Every conversation contributes to an outcome.

Every professional has the opportunity to make recovery easier rather than harder.

At WorkCompCollege.com, we believe workers’ compensation education should be about more than statutes, regulations, and claim handling processes.

It should also help professionals develop the communication skills, empathy, and recovery-focused mindset that injured employees need most during difficult moments.

Whether through the Workers’ Recovery Professional certification, Workers’ Compensation Mental Injury Claims Specialist certification, or any of our other educational programs, our goal is simple: help professionals become better equipped to support recovery and improve outcomes for everyone involved.

The latest research confirms what many of us have witnessed throughout our careers.

Recovery rarely begins with paperwork.

It begins when someone feels heard.

It begins when someone feels respected.

It begins when someone believes they are not facing the journey alone.

Recovery begins with a conversation and trusted partnership.

And that first conversation has the power to shape everything that follows.

If your organization feels a little stretched lately, you’re not imagining it.

Across the workers’ compensation system, experienced professionals are retiring at a pace that is beginning to reshape the industry. Claims professionals, nurse case managers, risk managers, safety professionals, attorneys, regulators, medical providers, and administrators are leaving behind careers built on decades of experience, judgment, and institutional knowledge.

When we talk about workforce shortages, we often focus on the numbers. How many positions need to be filled. How many years until retirement. How many new professionals are entering the field.

But behind every statistic is something much more meaningful.

A person.

Someone who spent years helping injured workers navigate difficult moments. Someone who understood the nuances of a complex claim. Someone who knew how to balance compliance, compassion, and sound decision-making. Someone who mentored others and quietly became the person everyone turned to when the answer wasn’t obvious.

As these professionals leave the workforce, they take more than technical knowledge with them. They take wisdom, perspective, and experience that cannot be replaced overnight.

That creates challenges for organizations. It also creates an extraordinary opportunity for the professionals who remain and those just entering the industry.

Workers’ compensation has always been a profession built on trust. Trust between employers and employees. Trust between claims professionals and medical providers. Trust between attorneys, regulators, safety teams, and risk managers. Trust is what allows a complicated system to function in service of people who have been injured and need support.

In a time when experienced talent is becoming harder to find, the value of trusted professionals rises dramatically.

The individuals who invest in learning, who continue developing their skills, and who understand both the technical and human side of workers’ compensation will become increasingly important to their organizations and to the people they serve.

That is why professional development matters now more than ever.

Not because another certificate looks impressive on a resume.

Not because continuing education requirements demand it.

Because every new skill, every new perspective, and every deeper understanding of the system ultimately improves outcomes for injured workers and employers.

The professionals who thrive over the next decade will be the ones who embrace continuous learning. They will understand the legal framework, the medical complexities, the financial realities, and most importantly, the human experience behind every claim.

The good news is that learning no longer has to fit into the old model of week-long travel sessions or classroom schedules. Today’s professionals can build knowledge in manageable pieces, learning at their own pace and applying what they learn immediately.

The future of workers’ compensation will not be shaped solely by technology, regulations, or economic trends.

It will be shaped by people.

People who choose to grow.

People who choose to lead.

People who recognize that every role in this system, whether in claims, risk management, safety, healthcare, legal services, or administration, has the power to influence recovery and improve lives.

The empty desks we see today are a reminder of how much knowledge and experience this profession has been fortunate to have. They are also a call to action for the next generation of leaders who will carry that responsibility forward.

At WorkCompCollege.com, we believe the future of workers’ compensation depends on investing in people. Our programs are designed to help professionals across the entire workers’ compensation ecosystem build technical expertise while developing a deeper understanding of recovery, communication, and the human side of the work.

The industry needs more knowledgeable professionals. More compassionate professionals. More professionals who are committed to lifelong learning.

The door is open.

The question is simple:

Who will step through it?

Professional brand is not a LinkedIn summary. It is what people say about your work when you are not in the room.  In workers’ compensation, that conversation may determine who gets trusted with the industry’s future.

A white paper published by Risk & Insurance and Optum Workers’ Compensation in May 2026 highlights that the workers’ compensation industry is confronting a growing talent crisis as a significant portion of its experienced workforce approaches retirement.  According to the U.S. Bureau of Labor Statistics, the number of insurance professionals aged 55 and older has risen by 74% in the past ten years, and projections suggest that by the mid-2030s, nearly half of the current workforce will retire, leaving more than 400,000 positions unfilled. The exodus is creating critical gaps in specialized areas such as complex claims management, regulatory compliance, data analytics, and leadership. When the experienced half of a room leaves, the people who remain get seen in a very different light.

That shift changes what professional identity means in this field, and it is worth talking about plainly, because “professional brand” is one of those phrases that sounds like marketing and means something far more practical.

A professional presence is not a bio paragraph or a badge on a conference lanyard. It is the reputation that arrives before you do, and it starts at every introduction.  Those first impressions are lasting and a bad first impression takes immense time and effort to overcome.

When your name comes up at a conference or during a chat around the water cooler at work, your character is what fills that conversation. Put effort into your reputation because even when you are not in the room, your work and the way you made others feel are.

I spent 30 years in the workers’ comp industry in the public, private, regulatory, cost containment, and carrier space before retiring.  Now that I’m back, the clock counting my experience continues ticking. During my first 30 years, I was not reviewing LinkedIn profiles. I was paying attention to those who returned phone calls, who prepared before difficult conversations, who treated injured employees with dignity and respect, and who could explain a difficult decision without creating conflict.  I had a driving desire to mentor those interested in improving the workers’ compensation system.

A title tells me where you have been. How you navigated an employee’s injury tells me who you are as an employee and human being.  That distinction matters more than ever right now. As tenured system participants retire, the professionals behind them are being handed an important yet complex role with a faded roadmap to navigate. 

Changing the course from one generation to the next is not wrong, but the foundation on which to build must be sound and sturdy.  The system participants with the moxie to help the employee recover from their injury will stand out.  The goal and path in support of this mission should be clear and consistent, enough so that a reputation is built in a manner that follows you throughout your career, opening doors long before you knock on them.

The workforce shift underway is genuinely good news for system participants willing to invest in developing their reputation. The ones who do the work will be recognized faster than they would have been five years ago, simply because there are fewer veterans to get lost behind, but I promise many of those veterans remain a resource anxious to pay their career success forward.  There’s no doubt those leaving are ready to hold the next generation high in their warranted success.

The question is how you build that competence on purpose rather than by accident. Part of the answer is experience, which comes with time and good supervision. Part of the answer is formal education: specifically, education designed around the reasoning skills workers’ compensation demands and deserves. How to communicate a difficult decision after removing personal bias.

Formal education cannot replace experience, but it can accelerate judgment, sharpen communication skills, and help professionals develop the critical thinking that workers’ compensation demands. That philosophy is what inspired the creation of WorkCompCollege.com.  The programs are all virtual, designed for working professionals at your own pace and offered on a schedule that does not require you to abandon your caseload. You can learn more at workcompcollege.com.

The empty desks are not going to fill themselves, and the claims do not become less complex because experienced professionals retire.

The next generation of leaders is already being identified.

Your reputation is already in the room.

What is it saying about you?

Originally Published 4/6/26.

Those of you who have seen me present on stage know that I always find a way to incorporate my horses into the mix.  In my mind, the horsemanship lessons are directly parallel to what we as leaders, managers, and teammates encounter daily.  My hope is this approach helps the message stick.

Today is not a good day as I’m preparing to say goodbye to my biggest mentor, C.S. Gaybar Latigo aka Lattie.  Lattie is the one who taught me many of the lessons I share with the industry when I speak. 

If you’ve ever owned a horse, you know your veterinarian becomes part of your inner circle. Our partners at Austin Equine Hospital have been exactly that.  They are my trusted advisors, steady voices, and friends. They’ve answered every anxious call from this self-proclaimed “helicopter horse mom” with patience and care.  There were days I’d see their arms waving out the window at our boys in the pasture as they drove by on the highway and I occasionally receive random texts from them just to check on us.

Austin Equine taught me one of the hardest yet important lessons of all: if you truly listen, your horse will tell you when it’s time.

Yesterday on Easter morning in 2026, Lattie told me.

And as his “alpha,” my responsibility is to listen even when it breaks my heart.

Through communication with my “speed dial” friends we found a way to mask his pain enough that he can have one more day with us, and it’s a beautiful day.  The sun is shining following the heavenly rain we were gifted over the weekend.  The air is fresh and the temperature is crisp.  What more could my Lattie boy ask?

The hard part is making sure he’s aware of how thankful I am to be his mom.  How grateful I am for the lesson he taught, and how best to memorialize his purpose through continually sharing the gifts he gave with audiences across our industry and maybe beyond that scope. 

That big lovable goofball, the gentle, sensitive giant that would spook at the site of a shadow from a bird flying above on a sunny day.  That masterful supervisor always in the middle of any project in his pasture and the boy who stepped into a dominant alpha role once Harry Trotter joined the herd. 

Saying goodbye hurts when you love another so hard, but it’s wrong to skirt the beauty of that relationship for the fear of pain.  I’m also very cognizant that the pain I’m feeling at this moment is nothing compared to what I’ll face tomorrow, but I’ll muddle through it respecting the hurt as a reflection of our bond.

Today we share favorite treats, a couple of beers, and tons of hugs, kisses, and love.  Tomorrow my sweet boy, you and Muddy will return to your playful battles free of pain in wide open fields. 

I promise to continue sharing your lessons and legacy with others.

Originally Published 11/4/25.

Wow, it’s been six months since my last update on my continued failure at retirement! Spoiler alert: time doesn’t slow down just because you hit that milestone. I’ll let you decide if I truly qualify as “retired.”

As I write this update, exactly one year ago today, I was on a plane to Hawaii with family and my dearest friends to celebrate my retirement. I can still picture the ocean waves lapping up to the pool of the house we rented. Our group gathered on the big porch each evening quenching our thirst, laughing and reflecting on the day’s adventures. If I could just transport myself there at the end of each day to watch the sunset over the ocean and reminisce, it would be the perfect way to end my “retired” days back here in Austin.

Fast-forward to now, and I’m still joyfully busy with the incredible team at WorkCompCollege.com. My passion for claim advocacy in workers’ comp continues to grow as we turn vision into reality. The ability to promptly offer industry solutions without barriers excites and motivates me as I learn the new skill of business development. Since my last post, we’ve:

• Launched WC Docwise (education for healthcare practitioners and their staff)
• Released two modules on AI in workers’ compensation (AIWC and AIMWC)to create more time for human-to-human connections within the recovery space of an injury. I earned the AIMWC certification and find the information beneficial to a busy claims team.
• Built workersCOMPliance.com, a state-specific workers’ comp quick reference and comparison tools for all 50 states + DC
• Launched the Workers’ Comp Mental Injury Claims Specialist (WCMICS) certification program to relay best practices when it comes to these challenging claims.

Beyond that, I’ve stayed deeply involved with Kids’ Chance of Texas, helping fund scholarships for 32 amazing students. We recently wrapped up two big fundraisers a Sundance Head concert during the Texas DWC conference and our annual golf tournament. We grossed over $182,000 from both events.  Texas is big and the support is necessary to fund our continuously growing list of students in need.  Huge thanks to everyone who sponsored, volunteered, and showed up to support the cause!

And, oh yes, there’s also a new man in my life! His name is Harry Trotter.  He’s tall (at least to me), dark, and a little on the plump side… but he’s working on that.  We spend time together every day, and our bond grows stronger with every moment in each other’s presence.

That’s right, I finally found a new horse! Thanks to Gracie Moreland with Rising M Horsemanship, Harry and I are building trust, communication, and confidence one lesson at a time. Don’t worry, Randy will ALWAYS be the love of my life. He fully supports my “other relationship” and even laughed at the title of this post. The Steger household is happy, healthy, and full of love (and hay).

My earlier posts may have left you a little curious, so I thought I’d reveal a bit of what I have planned.  I’m channeling my horse world into the workplace exploring how working with horses mirrors working with teams.  Both require patience, communication, respect, and trust. I’ve even started offering presentations to employers and leaders using real stories, videos, and lessons from the barn to help strengthen people skills and build success in the workplace.

The best part? Every session is unique because just like with horses (and humans), I’m continuously learning too.

So, here’s to another year of “retirement” filled with purpose, laughter, and new adventures.

#RetireeDropout #WorkersComp #Leadership #ClaimAdvocacy #KidsChance #HorseLife #WorkCompCollege

Originally Published 4/23/25.

I have to say, returning to work again after retirement feels different. Maybe it’s the four-month breather I gave myself, or maybe it’s the simple truth that this time, I’m working because I want to, not because I must.

That probably sounds a little harsh, so let me back up. I truly loved my time working at the University of Texas System. It felt safe, meaningful, and deeply connected, like family. I was proud of the work we did and the purpose behind it.

But this new chapter isn’t about climbing ladders or checking boxes. It’s about giving back. I’ve spent thirty years in workers’ compensation and management, learning, growing, making mistakes, and finding my way. Now, I want to bundle all of that up and share it. My hope is to help shape the workers’ compensation industry into what I believe it can be, to inspire the next generation to bring their brilliance and build on the strong foundation we’ve already laid.

That’s what drew me to WorkCompCollege.com. The work we’re doing here speaks to something deep inside me. It’s meaningful. It’s mission-driven toward compassion in the workers’ compensation space. And it’s a perfect fit for why I stepped back into the workforce in the first place.

To be honest, when I started, I felt those old familiar patterns creeping back in, the 8 to 5 routine, the guilt for stepping away from my computer for too long. I even had one of those weekends where I quietly wondered if I’d made a mistake. But then, Sunday night came, and I felt excited. That feeling, that little spark, was all the reassurance I needed. This is right. And I’m having fun.

My work was not to be full-time, but I’ve found myself giving more than I initially planned. And it feels good. Maybe it’s because I chose this path. Maybe it’s because the goals we’re working toward align so closely with my own beliefs. Whatever the reason, I’m grateful and will eventually allow myself grace toward the freedom I have.

One promise I made to myself, though, was to protect time for what matters most, my husband Randy, our family, and of course, Lattie (my four-legged, 1000lb therapist). Randy and I love our evenings on the back porch, watching the sun go down as Bell, our dog, plays nearby and Lattie grazes peacefully in the pasture. I check in with my mom most evenings, and Sundays are for spending time together laughing and playing games, while Randy cooks something delicious for us.

Lattie and I have even started taking lessons with a trainer. We’re learning so much, and I think I can safely say we’re both enjoying the journey. I’ve also been keeping an eye out for another horse, because I think Lattie could use a buddy. Hopefully soon, I’ll be able to make introductions.

And yes, my inner overachiever hasn’t gone anywhere. I’m still nurturing my future project, and since my last blog, those plans have only grown. The vision is big, and it’s going to take time, but putting the pieces together has been such a joy mixed with, I can’t lie, a smidge of trepidation.

WHAT HAVE I DONE?  I found purpose.  I found balance.  From the rising excitement as retirement approached, to the sudden, soul-shaking stillness that followed the very next day, to the deep dive into figuring out who Melissa Steger really is, it’s been a journey. A real one. There have been some highs and lows along the way, but standing here now, I can honestly say I’m happy. I’m content with where I’ve landed. Now, don’t get me wrong, I’m not claiming to have found some perfect, magical balance (does that even exist?). But what retirement did give me was the breathing room I didn’t know I needed. Space to pause, reflect, and really understand what matters most to me and to my family. And that moment. That clarity. It was a gift.

Originally Published 3/19/25.

Yep, that’s me! I retired in September 2024, and less than six months later, I was back at work. Whoops?

Like many, I had long imagined stepping away from the daily grind, the stress, the deadlines, and that little voice in my head always asking, Am I doing enough? I was fortunate to have a career I loved; one I had set my sights on early. Leading the workers’ compensation program for The University of Texas System was a dream come true, and I’m incredibly grateful. But I was also really looking forward to a new chapter, a chapter with a much slower pace.

I had talked about retirement for several years, so as my last day approached, I had a few opportunities available to me. But I was determined to take a real break. My plan was simple: the rest of 2024 would be dedicated to my husband, family, friends, and hobbies.  No work, no commitments, just time to enjoy life.

And for a little while, I did just that. Retirement was peaceful, relaxing, and filled with open-ended days for the first time in ages. And you know what? I really enjoyed it, but as January 2025 approached that arbitrary timeline I had set for myself turned into a challenge—one that demanded resolution.

So, I took a step back and asked myself: What do I truly love? What excites me? Where can I still make a difference?

The answer came quickly. I love teaching. I love sharing experiences and lessons learned through mentorship and public speaking. I love giving back to the industry that shaped my career. And most importantly, I love being a part of something that makes a difference.

That’s what led me back to WorkCompCollege.com. I was already involved as a trustee, a dean for the School of Humanity, and a faculty member, but I wanted to do more. Their mission speaks to me. Injecting a humanitarian approach into the workers’ compensation system? It’s such a simple concept, yet so often overlooked. WorkCompCollege.com promotes the idea that everyone in the system, yes, including the injured employee, should work together to promote recovering from the injury.  No unnecessary obstacles. No unnecessary adversity. Just integrity and collaboration. It’s work that matters, and that gets me fired up.

Oh, and because I never seem to do just one thing at a time… I have another project in the works! It’s still under wraps, but I promise it’ll be worth the wait. Stay tuned!

And in the meantime, keep an eye on WorkCompCollege.com because there’s a lot happening.  Reach out to me if you, too, would like to participate in the positive metamorphosis in the workers’ compensation space.