Results and performance

Qantas

Qantas employs a large and diverse workforce across Australia, New Zealand and international locations. Many roles involve safety-critical tasks, travel across time zones, and time spent away from home.

The challenge

Qantas needed an early intervention partner that could provide 24/7 support to employees wherever they were, including pilots and cabin crew experiencing illness or injury while away from their home port. The service needed to meet aviation regulatory requirements and integrate smoothly with internal teams and unions.

Our approach

In partnership with Qantas since 2015, Cogent Thinking delivers Q-Care, a tailored Early Intervention Program that ensures employees receive timely, coordinated care. The program includes:

• 24/7 Allied Health & Nurse triage
• Access to a mapped national medical and physiotherapy network
• Telehealth consultations with medical practitioners
• Short-term case management in the early days following injury or illness
• Integration with HR data to support proactive follow-up and coordination

The program has expanded to include health monitoring, audiometric testing and COVID-related health services as workforce needs have evolved.

About NSW Police

The NSW Police Force employs thousands of officers and staff across diverse operational roles, requiring high physical and psychological readiness.

The challenge

Selection processes and return-to-work pathways for psychologically injured workers need to be handled sensitively, consistently, and in line with police-specific standards. The organisation required expert clinical assessment to ensure safe recruitment and rehabilitation outcomes.

Our approach

Since 2007, Cogent Thinking has delivered the Pre-Employment Medical Program, overseen by our Occupational Physician, applying the NSW Police medical standards to assess candidates’ capacity to perform inherent job requirements.

In addition, through a partnership with Access Psych (also part of the MedHealth group), Cogent provides:

• Psychological Review Service Assessments to support decisions relating to psychological injury and safe return to work
• Early intervention psychological treatment to support recovery and workforce participation

This combined approach ensures a fully integrated clinical model that aligns with operational risk, safety, and wellbeing priorities.

About Hydro Tasmania

Hydro Tasmania operates power generation sites across regional and remote areas, including the Bass Strait Islands. Many employees work in isolated environments with limited local health services.

The challenge

Hydro Tasmania sought a wellbeing solution that could reach employees wherever they were – not just via telehealth, but physically where they live and work.

Our approach

Since May 2022, Cogent Thinking and Access Psych have delivered a comprehensive Workplace Wellbeing Program that brings support directly to employees:

• On-site counselling across multiple regional and remote locations
• On-site health checks and annual flu vaccinations, delivered by qualified nurses
• Proactive engagement approach, encouraging participation before issues escalate
• A blend of EAP counselling, mental health support, and preventive health services

About Department of Education Victoria

The Department of Education Victoria oversees a diverse network of schools across the state. School principals and leaders carry complex workloads and play influential roles within their local communities.

The challenge

Principals in regional and remote communities can face heightened pressures, including balancing leadership responsibilities, community expectations, and personal wellbeing. In times of crisis, such as bushfire events, the emotional toll can be significant. The Department required a confidential, responsive support program tailored to the realities of school leadership.

Our approach

Since 2020, Cogent Thinking has delivered the Principal Early Intervention Program, providing immediate access to psychological support and wellbeing services.

Our model ensures that support begins at the very first call:

• A clinically-led intake process, enabling timely and appropriate care matching
• Dedicated support for mental health concerns, whether work-related or personal
• A sensitive approach to community context, acknowledging the close-knit nature of regional towns
• Delivery of targeted Bushfire Support Programs following community-impact events, offering counselling, triage, and follow-up care

About Fire Rescue Victoria

Fire Rescue Victoria (FRV) is 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

FRV 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 able to complement existing internal support resources such as peer support teams and chaplaincy services.

Our approach

In March 2023, Cogent Thinking implemented a statewide Medical and Wellbeing Services Program, including 24/7 Employee Assistance Program (EAP) access.

Our approach centred on partnership and continuity:

• Leveraging established clinical and operational infrastructure, particularly across regional Victoria
• Deploying an experienced team of psychologists who understand the distinct psychosocial risks associated with fire and emergency service work
• Working collaboratively alongside internal wellbeing teams, recognising the vital role of peer support, internal psychology, and chaplaincy in a holistic model
• Providing a hybrid delivery model (onsite, face-to-face, and telehealth) ensuring support is local, accessible, and aligned with member and service needs
• Developing family engagement initiatives to extend support to those who play a critical role in member wellbeing