Psychology Advisor hotline now closed
Unfortunately, the technology available for the hotline did not align with our other communication platforms, making the line difficult to maintain from a business and operational perspective. This meant our Psychology Advisors were unable to ensure adequate servicing of this line, meaning callers would hold for a long time and were often unable to reach an advisor.
In addition, analysis of calls received through this hotline showed that most of the queries to the hotline should have been directed elsewhere. Many were related to claims management, rather than clinical issues.
For appropriate clinical queries relating to assessment or treatment of a client, other avenues exist for reaching a Psychology Advisor. These include asking the recovery team member for a Psychology Advisor callback, or calling the general ACC provider 0800 number.
The Psychology Advisors also operate a monthly provider forum to discuss general queries and topics of general issues, which often address general questions providers may have.
Issues relating to contractual issues or performance issues can be directed:
to the Engagement and Performance Managers.
Role of Psychology Advisors
The primary role of Psychology Advisors is to provide expert clinical advice on cover and treatment for various mental injuries covered by the ACC legislation. They also offer guidance on identifying and addressing psychosocial factors that may affect recovery from injury.
Their broad expertise includes areas such as traumatic brain injury, posttraumatic stress, chronic pain, and other mental health conditions.
Psychology advisors assist recovery team members to interpret clinical assessments and reports, and they provide advice and recommendations for rehabilitation pathways that involve mental health, cognitive, or psychological components. They work closely with clients' recovery teams to ensure that mental health-related questions and concerns are addressed effectively.
They do not make decisions on cover or entitlements and supports. The advice from Psychology Advisors is considered alongside other legal, technical, and clinical advice to support the recovery team members to make decisions.