IAIABC Perspectives

NextGen Profiles: Derek West

Perspectives / December 2019

NextGen Profiles: Derek West DIRECTOR OF BUSINESS TRANSFORMATION, OHIO BUREAU OFWORKERS’COMPENSATION Compensation (BWC). He oversees the BWC’s relationship with its core systemprovider and the day-to-day operations of the team supporting the core system. Derek’s time with BWC has spanned several other roles as well. He has served as the director of business transformation and as the director of project governance. His expertise lies in managing new projects and support by working with BWC’s Project Management Office, Change Management Office, andTraining Department while providing oversight on business testing efforts. Outside of work, Derek also is an active leader in his community through his church youth ministry, humanitarian efforts and youth sports. DerekWest manages an IT application team at the Ohio Bureau ofWorkers’

to improve the overall experience to an injured worker, insured, etc. in a difficult time in their life. Even if we automate, someone needs to understand the process to ensure the rules for automation perform key functions correctly. There is still a review process and an opportunity for personal touch. If we can identify how to retool staff and involve them, they will see the value and the fear will begin to dissipate. Now specific to workers’ compensation, faster decisions, increased accuracy, identification of manual review that is necessary, when additional intervention is needed, better detection of fraud are all areas where we can benefit in the workers comp industry. What strategies have you found that allow you to manage professional and personal obligations? Always remembering that family comes first. It is number one no matter the expectations elsewhere. Work matters and what we do in workers’ compensation is vital as it helps others elsewhere continue to support whatever comes first in their lives. Balancing time away for mental rest/recovery with blocking out any personal distractions while on the job have been essential. I must regularly assess where I am and adapt. Pushing for a reduced fear of failure. Being in worker’s compensation we are naturally averse to risk or at least focus on mitigating it. The angle I have taken with new staff as they grow and mature on the job is that growth hurts. I’ve even stated, albeit bluntly but it has made a positive impact, “welcome to the harsh reality of growth, it hurts”. We need to take the same approach in other areas, like innovation. We cannot fear the pain so much What are you doing to actively innovate in the work comp space?

Quick Facts • First Job: Newspaper carrier • FirstWork Comp Job: Customer Service Representative • FavoriteTravel Destination: Clearwater, FL • Favorite Social Media Platform: Twitter • Hashtag: #FullLife that we remain stagnant, so I am trying to change that thinking. Additionally, when staff is having conversations with our business areas I have tried to shift gears from“innovating” to asking the right questions. Innovation is not so much about idea generating as it is about diagnosing the real issues and then working through ideas to bring optimal solutions. We have done some really great things over the last few years, maybe all of them weren’t executed perfectly, but we are further ahead than we were because we have taken chances. We now need to take more. “Derek is a talented and thoughtful public servant who has made a lasting impression on everyone he’s worked with. He is a teamplayer who always looks for ways our agency can improve the way it serves Ohio’s injured workers. Derek’s greatest strengths are his perspective and his focus on efficiency. He helps the people he works with see things at a different angle. He draws on his front-line experience to stay focused on the customer and front-line staff to improve efficiency.” - Stephanie McCloud, Ohio Bureau of Workers’ Compensation

What workforce change do you think will have the biggest impact on workers’ compensation?

Automation and this is more from the impact on workforce than it is specifically workers’ compensation – it seems to be the most enticing and most feared change at the same time. It is often feared by front- line staff as a potential job killer. It is enticing to key decision makers as they see the potential for increased accuracy/efficiency which improves customer satisfaction/success. Some may even see the possible reduction of staff which unfortunately lends itself to the fear factor. I think we need to change the light in which we view it by embracing the core functions that entice us and begin giving attention to how can some of our jobs could change

24

25