The First 24 Hours: A Supervisor’s Playbook for Workplace Injuries

When a workplace injury occurs, the first 24 hours set the tone for the entire workers’ compensation claim. A supervisor’s actions during this window can determine whether the employee feels supported, whether costs stay under control, and whether the process runs smoothly—or spirals into confusion and mistrust.

Supervisors are often the first to know when an injury happens. That’s why every organization must equip them with a clear, step-by-step playbook. This ensures consistency, shows care to the injured worker, and protects the company’s financial and legal interests.

Here’s what supervisors should do in the first 24 hours after a workplace injury.

Step 1: Respond with Care and Calm

An employee’s biggest fears after an injury are simple but powerful: Will I get paid? Will I receive treatment? Will I still have a job?

A supervisor’s first responsibility is to set expectations and demonstrate empathy.

• Speak calmly and privately with the employee.

• Ask how they’re feeling, listen without judgment, and reassure them that help is on the way.

• Provide an employee brochure or wallet card that explains the workers’ comp process in plain language.

This early reassurance reduces anxiety and builds trust—a factor that can significantly influence how cooperative and motivated an employee remains throughout their recovery.

Step 2: Facilitate Medical Triage

Supervisors are not doctors, and they shouldn’t guess the severity of an injury. Instead, companies should rely on injury triage services or preselected medical providers.

A triage nurse or medical professional can determine whether the injury can be treated with self-care, an urgent care visit, or an emergency room trip. This prevents both overreaction (sending someone to the ER unnecessarily) and underreaction (keeping someone at work who should be hospitalized).

If medical treatment is required, the supervisor should:

• Transport the employee to the designated medical provider.

• Stay with them during intake to ensure paperwork is complete.

• If the employee can return to work, bring them back; if not, ensure they get home safely.

If a supervisor can’t leave their post, the company should have a backup plan, such as a designated alternate or even an arrangement with a transportation service.

Step 3: Complete Documentation Immediately

Accurate documentation is a cornerstone of successful workers’ comp claims. Supervisors should complete forms while details are fresh, ideally on the same day.

The essential documents include:

• Employee Report of Incident (completed by the worker)

• Supervisor Report of Incident (completed by the supervisor in their own words)

• Witness Statement Forms (if applicable)

• Post-Injury Interview Script (to capture key facts and provide support)

The difference between “Bob hurt his back lifting a tire” and “At 9:37 a.m., Bob lifted a 30-lb tire to a third shelf, twisted, and reported a sharp pain in his lower back with shooting pain down his left leg” can be the difference between a legitimate, defensible claim and a costly, contested one.

Step 4: Begin the Investigation

Supervisors are also investigators. Their role isn’t to decide whether a claim is valid—that’s for the adjuster and medical team—but to gather facts.

The investigation should cover:

• The mechanism of injury (lifting, twisting, slipping, etc.).

• The environment (floor conditions, equipment involved, lighting).

• The sequence of events (what led up to the injury and what happened immediately after).

• Witness observations (corroborating details).

A thorough investigation supports legitimate claims while preventing fraudulent or exaggerated ones.

Step 5: Stay Connected with the Employee

One of the most overlooked supervisor responsibilities is follow-up communication. The first 24 hours should include at least:

• A first-day phone call to check in on how the employee is doing, whether they’ve obtained medications, and if they understand their next steps.

• A get-well card sent promptly, ideally with a small gesture (such as a gift card).

These simple actions counter the “us vs. them” mentality that often develops after workplace injuries. Employees who feel cared for are far less likely to become adversarial in the claim process.

Step 6: Plan for Transitional or Modified Duty

Even in the first 24 hours, supervisors should begin thinking about transitional duty. If a medical provider clears the employee for light duty, the supervisor should be ready with modified tasks.

Examples include:

• A stool or chair for an employee who normally stands.

• Job sharing or shorter shifts for those with stamina restrictions.

• Task adjustments that temporarily remove heavy lifting, bending, or prolonged activity.

The key is to ask the injured worker: “What part of your job can you do today?” This collaborative approach accelerates return-to-work and reduces lost time costs.

Why the First 24 Hours Matters So Much

Research and industry experience show that delays, poor communication, and inconsistent response in the first day after an injury often lead to:

• Higher claim costs

• Longer disability durations

• Lower employee morale

• Increased litigation risk

By contrast, organizations that empower supervisors with a clear playbook create an environment where:

• • Employees feel valued and supported

  • Claims are managed efficiently

  • Supervisors gain confidence in handling incidents

  • Costs remain under control

Conclusion

Supervisors are more than managers—they are the first responders in workers’ compensation. By following a structured process during the first 24 hours after an injury, they protect both the employee and the organization.

Respond with care, ensure proper medical treatment, document thoroughly, investigate diligently, communicate consistently, and plan for modified duty. These six steps transform what could be a chaotic and costly situation into a controlled, compassionate, and cost-effective process.

The first 24 hours matter more than any other phase of a workers’ comp claim. With the right playbook, supervisors can turn that critical window into an opportunity to demonstrate leadership, build trust, and set the claim on the path to success.

Michael Stack, CEO of Amaxx LLC, is an expert in workers’ compensation cost containment systems and provides education, training, and consulting to help employers reduce their workers’ compensation costs by 20% to 50%. He is co-author of the #1 selling comprehensive training guide “Your Ultimate Guide to Mastering Workers’ Comp Costs: Reduce Costs 20% to 50%.” Stack is the creator of Injury Management Results (IMR) software and founder of Amaxx Workers’ Comp Training Center. WC Mastery Training teaching injury management best practices such as return to work, communication, claims best practices, medical management, and working with vendors. IMR software simplifies the implementation of these best practices for employers and ties results to a Critical Metrics Dashboard.

Contact: mstack@reduceyourworkerscomp.com.

Workers’ Comp Roundup Blog: http://blog.reduceyourworkerscomp.com/

Injury Management Results (IMR) Software: https://imrsoftware.com/

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