Early psychological support that strengthens recovery
Trusted by industry leaders
Consistent telehealth support
Independent and personalised
Available Australia Wide
Supported over 30,000 people through this program
Navigator Support Program (NSP)
The Navigator Support Program (NSP) is an early intervention service designed to identify and address psychosocial risks that may delay recovery following a physical injury. By providing proactive, tailored support, NSP reduces the likelihood of secondary psychological injury, improves recovery outcomes, and supports safe and sustainable return to work.
Who is NSP suitable for?
NSP supports individuals who:
Are recovering from a musculoskeletal injury but are not yet at pre-injury work or functional capacity
Are showing signs of psychosocial barriers such as anxiety, stress, worry or low confidence about recovery
Have experienced a traumatic event as part of their injury
Are at increased risk of secondary psychological injury
Are feeling overwhelmed, confused or frustrated with the claims process
Have limited existing support networks at home, work or socially
Referrals are typically made between 2 to 12 weeks post-injury, when early psychosocial intervention is most effective.
How does it work?
Psychosocial risk screening is completed early to identify individuals who may benefit from support.
Participants are allocated to different support levels based on their needs.
Counsellors maintain regular phone-based contact to monitor progress, address concerns and build participant confidence.
For individuals requiring additional support, targeted short-term therapy is provided to address emerging barriers.
The same counsellor remains involved throughout the program, supporting engagement, trust and consistency.
Why choose NSP?
NSP delivers targeted psychosocial support that strengthens recovery outcomes and reduces the risk of claim escalation. By addressing psychological barriers early, NSP helps participants remain engaged, build resilience and progress confidently through their recovery.
Outcomes
In 2022, we compared the outcomes of 228 worker-compensation insurer claimants who had participated in the NSP versus 1060 claimants who did not participate in the program.
Our results found that more workers who participated in the program returned to work earlier versus those who did not participate in the program. At 26 weeks, 94.67% of program participants were considered fit, versus 88.03% of the non-participatory group.
Analysis
Approximately 2,800 claimants took part in the Navigator Support Program over a three-year period between January 2018 and May 2021. An evaluation of the program was conducted by Quantum, who found:
A 3.8% increase in sustainable return to work.
$15.1 million in cost savings related to incurred claims costs.
A 12.0x ROI - Insurance companies saved $12 on average for every $1 spent on the Navigator Support Program.
NSP FAQs
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Sometimes suffering an injury and being off work can affect the way we feel inside. It is not always just about the physical injury but may affect how we need to adjust to family needs, practical advice, or financial constraints.
Navigator’s team of health professionals are committed to supporting people going through these type of injuries sustained whilst at work and motor vehicle accidents. We support your recovery from injury as well as other aspects of your life that may be impacted.
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We call you to make sure you are well supported by your medical team, insurer and social supports and provide you with a totally confidential and independent service. Our team regularly contacts you at your convenience, to provide constant support and a safe space to talk about any frustrations that may emerge whilst being injured.
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Our experience has shown recovery from injury can take many turns, be it pre-surgery fears and anxiety through to providing coping strategies around the frustration of immobility during recovery. We provide solution-focused strategies to empower you.
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All Navigators are counsellors who have extensive experience and the ability to provide trusted support when required and agreed, by you. We are duty-bound to protect the nature of conversations with you ensuring you get the best outcome during your recovery.
Many people we talk with have mentioned Navigator’s service has been really useful when they have felt alone, or afraid (especially whilst waiting for surgery). We find people sometimes are reluctant to ask for help but once we build that relationship with you, we work together to overcome any barriers to reach your full recovery.
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Whilst Navigator is an independent service, we have been asked to contact you to assist in your recovery to return to work in the best possible way. People we work with often appreciate the support we provide during this journey and appreciate the help we provide.
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There is no cost to you as the injured person – Navigator works with employers and insurers to fund support for you during this time.
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For any concerns or enquiries please contact us on 1800 841 956.
