About the Partner
The organisation 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
The organisation 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 the organisation since 2015, Cogent Thinking delivers a 24/7 Injury Triage, 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.
Results of the program:
- 20,000+ cases supported since program launch
- 96% return-to-work rate (past 12 months)
- 50% reduction in lost time days in the first 12 months
- NPS +55, reflecting strong employee trust and satisfaction
24/7 Injury Triage demonstrates how early support, delivered consistently and with care, leads to safer recovery and sustained workforce confidence.