icare announces improvements to Service Delivery Model for Lifetime & Workers Care

From 1 July 2025, redefined leadership roles, updated regional boundaries and streamlined case management processes will come into effect.

The refreshed service delivery model follows extensive consultation with stakeholders, as well as analysis of participant needs, case complexity and geographic location of our participants and workers.

Key changes include:

• Redefined leadership roles to strengthen regional support and collaboration
• Updated boundaries for regional teams to improve local responsiveness
• One clear role title - Case Manager - replacing multiple job titles to simplify communication
• More balanced caseloads to enable our teams to better support those we serve.

These updates are designed to enhance the participant and provider experience by reducing delays, building stronger relationships, and improving delivery of care services.

Continuity where it matters

While team structures and contacts may change, key processes such as eligibility, referrals and approvals remain in place.

icare’s General Manager Lifetime & Workers Care, Rohit Mandanna said the changes reflect the organisation’s commitment to continuous improvement:

"We’re evolving how we work to better reflect the needs of those we support. These updates are about building stronger connections, delivering timely decisions, and giving our teams the right structure and support to do their best work."

Stakeholders will begin hearing from their icare contacts in the coming weeks.

More changes aimed at improving the onboarding experience are in development for later this year.