Exploring Health and Safety Case Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Health and Safety Case Management

    Health and Safety Case Management in ServiceNow enables employees, line managers, and safety teams to efficiently handle health and safety-related inquiries, incidents, and return-to-work processes. Employees can raise questions and compensation claims related to workplace safety, while line managers and safety teams manage cases concerning injury recovery and workplace safety incident resolution. Access to features varies based on your ServiceNow license tier.

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    Key Users and Their Roles

    • Employee: Raises health and safety questions, submits compensation claims, and requests return-to-work support.
    • Line Manager: Submits return-to-work cases and oversees employee reintegration after injury or illness.
    • Safety Team: Manages health and safety cases, safety incidents, injuries, and collaborates with HR on related cases.

    Health and Safety Case Management Workflow

    • Employees submit health and safety questions via the Employee Center.
    • Safety case managers create and manage cases based on employee and line manager inputs.
    • Safety agents with return-to-work roles handle cases related to employees returning after injury or illness, including creating HR assistance cases.
    • Safety case managers assess employee readiness to return to work and work towards resolving health and safety inquiries.

    Key Features and Benefits

    • Health and Safety Questions: Supports employees by addressing health and safety inquiries.
    • Return to Work: Facilitates successful employee reintegration post-injury or illness, benefiting both employees and line managers.
    • Compensation Claims: Ensures employees receive proper compensation for workplace injuries.
    • HR Case Creation: Enables safety teams to coordinate with HR for injury-related communication and support.
    • Health and Safety Case Creation: Allows safety teams to manage internal workflows while maintaining employee records and communications.

    Next Steps

    To maximize the use of Health and Safety Case Management, explore configuration options, learn how to submit and work on cases, and consult the detailed reference materials provided by ServiceNow.

    Learn more about Health and Safety Case Management and review the benefits it can provide for different users in your organization.

    Health and Safety Case Management overview

    With Health and Safety Case Management, employees can ask health and safety questions, line managers can plan employees' returning to work after an injury or illness, and the safety team can work on these health and safety cases to resolve them.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    Health and Safety Case Management users

    Table 1. Users
    User Description
    Employee
    • Raise health and safety inquiries, such as leaves due to safety incidents or organization’s health and safety procedures.
    • Submit compensation claims for work related incidents.
    Line manager Submit cases related to return of an employee to work considerations.
    Safety team Work on safety cases and the related safety incidents or injuries.

    Health and Safety Case Management workflow

    1. Health and safety cases are submitted to the safety team in one of the following ways:
      • Employees submit health and safety related questions from the Employee Center.
      • Safety case manager creates cases based on questions received from employees or their line managers.
      • Safety agent (with RTW case manager role), working on safety incidents or injuries, creates return to work cases for employees returning to work after an injury or illness. They can also create HR cases for any assistance from the HR department.
    2. Safety case manager works on safety cases to provide information and resolve employees' questions related to health and safety. If it's a return to work case, they can assess the employee's capability to work before they return from their injury or illness.

    Health and Safety Case Management benefits

    Table 2. Key features of Health and Safety Case Management and their benefits
    Benefit Feature Users
    Support employees for their health and safety related inquiries. Health and safety questions Employee
    Support for employees returning from time-off due to injury or illness.
    • Time to return to work
    • Successful return to work
    		 Return to work
    • Line manager
    • Employee
    Ensure employees are adequately compensated for their injuries in the workplace. Compensation claims
    • Line manager
    • Employee
    Enable creation of HR case from within the safety incidents to handle any communication with the HR department. HR case for an injury
    • Safety team
    • Human Resources team
    Enable creation of return to work case from within the safety incidents to handle the return to work process for the injured person. Return to work case for an injury
    • Line manager
    • Safety team
    Enable safety team to create cases to address internal workflows while associating them with the employee for records and communication. Health and safety case Safety team

    What to explore next

    To learn more about configuring and using Health and Safety Case Management, see: