AP Case Study 2 – Role of HR Professionals in Managing Complex and Sensitive Workplace Issues


A leading health insurance provider specialising in a range of insurance covers ranging from health, retirement, investment, finance and loans. The business is operates in Australia with over 1200 employees.


The director of human resources within the business was alerted to a number of key challenges that the human resource team was experiencing and that needed to be addressed:

  • Lack of knowledge and difficulty in managing complex mental health issues as a HR professional.
  • Increased level of stress and grievances by HR professionals, and feeling unsupported by management when managing complex staffing wellbeing issues.
  • Lack of knowledge in managing duty of care and risk as a HR professional.
  • Increased absenteeism by staff
  • Lack of Understanding the OH&S Act in its application to manage mental health and wellbeing in the workplace.

The team believed that to address the challenges they needed to be better equipped to understand, manage and implement effective skills to manage complex sensitive mental health issues.


AP Psychology & Consulting Services developed a tailored program to help address all the challenges.

  • A tailored needs assessment was conducted to help identify the gaps and areas requiring development for the HR professionals (1hr workshop)
  • 2x 4hr workshops on managing mental health and wellbeing as a HR professional. The program covered:
    • Developing skills to manage mental health issues as a HR professional
    • Understanding the OH&S act and its application to managing mental health and wellbeing.
    • Managing duty of care and risk as a HR professional
    • Skills and strategies to help identify and address wellbeing across the organsiation.
    • What is my role as HR professional and what is the role of a health professional?
    • Managing complex workpalce issues through a simulated exercise.
  • An Individual coaching and support program was further developed to help support HR professionals as required.


  • All HR staff participated in the program.
  • Significant improvement in participant knowledge and understanding of mental health and the skill set required as a HR professional to support employee wellbeing.
  • Increased confidence and skill set for HR professionals to identify and address issues related to mental health and wellbeing in the workplace.
  • Participants felt more confident in addressing mental health issues in the workplace and knowing how to best respond and what supports are available to them.
  • Better equipped to manage high risk situations and a clearer understanding of their obligations as HR professionals.
  • How to work with managers and empower the organisations as whole to manage mental health and wellbeing effectively within the workplace.
  • Contributed to a reduction in grievances and compensation claims and to better outcomes in managing mental health and its impact on the business.


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