Exploring Health and Safety Case Management

  • Release version: Xanadu
  • Updated July 31, 2025
  • 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 inquiries, return-to-work processes, and related cases. Employees can raise questions and compensation claims for work-related incidents, line managers facilitate return-to-work planning, and safety teams manage and resolve health and safety cases, ensuring workplace safety and compliance.

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    Key Features

    • Health and Safety Questions: Employees can submit inquiries about safety incidents and procedures directly through the Employee Center.
    • Return to Work Cases: Line managers and safety agents create and manage cases addressing employees’ capability and plans for returning to work after injury or illness.
    • Compensation Claims: Employees can submit claims related to workplace injuries, supporting fair and timely compensation.
    • HR Cases for Injuries: Safety teams can create HR cases from safety incidents to manage communication and assistance with the HR department.
    • Health and Safety Cases: Safety teams create and manage cases linked to employee records to streamline internal workflows and communications.

    Key Outcomes

    • Improved support for employees’ health and safety concerns through centralized case management.
    • Efficient handling of return-to-work processes, reducing downtime and facilitating smooth employee reintegration.
    • Accurate tracking and management of compensation claims ensuring employee rights and organizational compliance.
    • Enhanced collaboration between safety, HR teams, and line managers to address safety incidents comprehensively.

    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.

    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: