Published on: September 22, 2025

When a worker is injured, ripples are felt across the team — schedules shift, workloads grow, morale dips, and productivity slows. Without a clear plan, employers are left scrambling to fill gaps while costs quietly climb, and workers feel caught in the confusion.

By Tanya Colledge

But what if a plan was already in place — one that kept injured workers connected to their job and gave employers the tools to support recovery from day one?

That’s the shift Arcus Community Resources made. Known for its specialized care for individuals with complex physical and developmental disabilities, Arcus recognized an opportunity to improve its return-to-work outcomes to better align with the high standard of care it provides. With support from WorkSafeBC’s Consultation and Education team within Return to Work Services, the organization has built a stronger safety culture where trust has grown and missed workdays have declined.

Leading with care

In 2022, Arcus Community Resources faced mounting challenges from rising claim costs and missed workdays, prompting a closer look at sustainability and resilience.

“I was honestly shocked,” recalls Kim Mudry, director of operations at Arcus. “I’ve spent my entire career at Arcus — it’s a family-run business that cares for our clients, community, and staff. We’ve always been proud of how we support our staff, but the data told a different story.” That moment became a turning point that prompted a deeper look at their return-to-work practices and opened the door to a new way of thinking.

Mudry connected with the Consultation and Education team and, together, they began reshaping and reimagining how they could better support injured workers. “The culture of care at Arcus was evident from the moment I walked in,” says Abha McDonell, a return-to-work specialist with WorkSafeBC. “They weren’t just open to feedback — they led with curiosity. That kind of leadership sets the tone.”

McDonell emphasizes that the support WorkSafeBC offers isn’t about handing employers a list of requirements — it’s about building relationships. “We listen first. We want to understand where an employer is at, what their challenges are, and what their current practices look like. Then, we tailor our support to empower them to lead their own improvements.”

The result of the collaboration was the development of a strong foundation in return-to work practices, rooted in education, leadership support, and collaboration. Mudry credits a range of strategies for moving the needle: supporting leaders through WorkSafeBC’s return-to-work training, hosting in-service sessions to educate staff on what to expect if they’re injured, and strengthening relationships with human resources and labour relations. These efforts, Mudry adds, are essential for meeting legal obligations under the Workers Compensation Act as well as creating a culture where workers feel supported and recovery stays on track.

“It’s not just about compliance but building a culture where recovery is supported and trust is maintained,” McDonell explains. “At Arcus, we helped its team build tools like suitable work lists for different job roles and injury types. That way, they’re ready to act quickly and effectively if a worker is hurt.”

Staying connected while recovering

One of the most critical components of a successful return-to-work journey is staying connected to the workplace while recovering. For injured workers, maintaining that connection can aid recovery, protect mental health, and support long-term return to meaningful work.

Arcus embraced this by changing how it communicates during recovery. Supervisors proactively reach out to maintain the relationship and identify what a worker can do — not just what they can’t.

“It’s not about pressure, it’s about showing you care,” says McDonell. “Rehabilitation happens in the workplace, and connection is part of healing.”

Mudry credits a strong connection between management and workers to the success of the return-to-work program, adding that there were never any concerns from staff because they took the time to explain the processes and how it could benefit them.

“You don’t need to be fully recovered to return to work,” she explains. “I always take time to sit down one-on-one with injured workers, so they understand where I’m coming from, and so we can build a plan that’s tailored to their needs.” She emphasizes that staying connected to the workplace isn’t about filling a shift, but supporting a faster, more positive recovery.

Empowering progress through support

For employers, the benefits of return-to-work planning help morale, help retain valued staff, and reduce financial burdens. Every day a worker is off work adds to the claim cost, which directly affects insurance premiums.

“From the date of injury, those costs start accumulating,” says McDonell. “The longer a worker is away, the more expensive it gets.” It also increases the chance that the worker may never return.

At the peak of their challenges, Arcus faced nearly 100 percent surcharge rates on their WorkSafeBC premiums — driven by more than 1,500 missed workdays and the troubling reality that one in five injured workers never returned to work. These figures were not only costly, but deeply misaligned with the organization’s values. In less than two years, Arcus has cut its premiums in half and transformed its outcomes: 83 percent of workers now return to work within four weeks of injury — surpassing the industry average for their sector and signaling a major cultural shift in how the organization supports recovery.

By investing in their return-to-work program, Arcus not only reduced costs but has built a safer, more supportive work culture. Today, their team is stronger than ever, equipped with the knowledge, tools, and mindset needed to support workers through injury and recovery.

Creating pathways for success

Arcus’ story is proof that even in the face of significant challenges, it’s possible to turn things around. Their success came from embracing support, leading with compassion, and staying open to change. They didn’t wait for someone to tell them what to do — they took the lead, and the Consultation and Education team was there to support them every step of the way.

“There’s so much pressure on employers right now,” McDonell says. “But the good news is you don’t have to do this alone. We’re here to help, and we’ll meet you where you are.”

For more information

Watch our latest video highlighting the positive impact of Arcus Community Resources, and learn how you can support injured workers in their safe and timely return to work.

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This article originally appeared in the Fall 2025 issue of WorkSafe Magazine.

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