Manage Damage : Risk Management to Reduce Damage Costs



Guest: Jillian Hamilton

Presenter: Wayne Bucklar

Manage Damage founder and managing director Jillian Hamilton joins Wayne Bucklar on Business Radio Talkers.FM to explain their firm’s service as a risk management advisor for businesses who are experiencing difficulties in managing and reducing their work compensation and insurance premiums or what we call damage costs.

Bio: Jillian Hamilton is the founder and current managing director of Manage Damage, a risk management advisory firm. As an executive of Manage Damage and her wide range of knowledge on health and safety, she has saved a millions of dollars of associated damage costs and workers’ compensation with the use of her unique Risk Dollarisation methodology in order to lead transformational change to a sector where it helps service providers to reduce business costs. She has the complete key skill sets for risk, ranging from ergonomics, to economics to econometrics to environmental law and politics. As she enthusiastically handles Management Damage, the firm has received different awards from public and private sectors such as the Risk Management Advisory Firm of the Year in 2017, Most Outstanding Risk Management Advisory Firm of the Year 2018, Gold Stevie Award for Product Innovation for HR and 2018 Gold Stevie Award for Product Innovation for a Business to Business Service. Her business is not just local but they also provide services internationally. She voluntarily help and raise other organisation’s money and also an international speaker. Aside from Jillian’s mission to raise the profile on risk and safety, her goal also is to make the client’s self sustainable so that they can stand in their own feet as soon as possible. Her great ability to form positive relationships, strong leadership skills and innovative ideas has made her renowned throughout the entrepreneurial world.


Wayne Bucklar:  You’re listening to Business Radio Talkers.FM. My name is Wayne Bucklar and today I’m joined by Jillian Hamilton. Now Jillian is the Managing Director of Manage Damage and she’s joining us from Brisbane to have a chat to us about what it is that Manage Damage does and I have to say I’ve done a lot of interviews with businesses and sometimes they are with people where the business is called “Bob’s Real Estate.” And in that case, I know exactly what they’re going to talk about before they start. But Manage Damage is not a name that kind of fills me in on what’s going on here. So Jillian can you fill us in, what is it that Manage Damage does?

Jillian Hamilton:  Thank you very much Wayne. Manage Damage was a very clear and purposeful name that was chosen for our business. We are risk management advisors for businesses and as you might imagine normally, the safety and risk consultants are only called when they’re all the hell has hit the fan and we are called to manage the damage. So it is not unusual for us to be called for something pretty wild and horrific. I think in our first week of business, I had a phone call and they said, “Someone said you could help me.” And I said, “Oh yes, what is it that you have done? What is it that you need?” And they said, “Well we’ve just put a house on someone’s head.” And so luckily, the man survived but we started our job for them in that call.

Wayne:  Right. So I can understand the need for someone to help with managing damage in organizations. What’s the scope of damage that you talk about? I mean dropping a house on someone’s head is kind of a bit of workplace health and safety failure I guess but does it extend to other kind of damage as well?

Jillian:  Yes. So we work with businesses across their full risk portfolio. So normally, we work in the health safety environment and quality aspects. But we do look at due diligence for boards and the scope of insurance coverages for businesses as well. Now we are not insurers and we are not brokers. We review and advise if businesses have the right coverage and how they could reduce their workers compensation and insurance premiums which we call “damage costs” that are associated with the damage of people and/or plant.

Wayne:  Right. So this extends to the routine stuff I guess that you think about with damage of flooding, and burst water pipes, and fires, and smoke and such like. Is that sort of stuff covered?

Jillian:  Look, we do cover those things in the sense of business strategy, and systems and processes to help the business manage, avoid and think about those things for their businesses. Primarily, we are asked to help a business work out what they’re doing, how they’re doing it and how they could do it better. So we take a high-level view of a business and we’re often gathered from business owners, CEOs and CFOs give us a call and say, “Look, we don’t think something’s quite right here and we’d like a hand.” So we also go in global supply management, so looking at what is the risk of their suppliers in the global landscape. So we work internationally for our customers as well.

Wayne:  And Jillian, what’s a typical customer look like for you? What’s an ideal customer look like to you?

Jillian:  Well, it’s interesting. Our business has different levels of offerings for different sized businesses. So just before we got on the phone to you, we had a phone call from a one-man band who has a number of 3 or 4 contractors who just got in trouble by Workplace Health and Safety for not having a “safe work method statement” and we’ve done work for him before so we were able to help him with that. Then the day before, we were working with a customer about their global supply chain and that customer, to have reporting regimes has a hundred million dollars revenue for Australia only. And some of our customers are internationally listed and have over 56,000 customers. So our customer is varied in size. So we do offer and provide services for businesses of small, to medium to large enterprises and to global enterprises and because of the kind of work, we’re doing with that strategic advice and helping people do that kind of work and only the occasional thing like, “Oh help me, I’ve just been stuck by the inspector. Can you help me quickly get back to work?” Normally, we’re looking at strategic high end businesses of at least 500 staff is the normal size for the big end of town. But we do have offerings which help people for the small to medium size.

Wayne:  Now Jillian, is there a trend that you can point to? Is there a common set of behaviors or a common set of I guess symptoms that someone listening to us would feel that would lead them to ring you up? I guess you mentioned before they just feel something’s not quite right, can you expand on that? What is a potential client going to be recognizing that would lead them to call you?

Jillian:  Well normally our clients call us two weeks after or a week after they receive their workers conversation premium bill and they say, “Oh my gosh, this is now twice what it cost us last year. What is going on?” And look, I will tell you in the past and the reason we opened our business is that workers compensation insurance for businesses is very problematic, it’s very opaque and it’s intentionally opaque, it is very difficult to navigate. And if you were a business with a number of states and a complex business where you have a number of different businesses, processes and maybe even different AVN’s, you have no idea how to manage it, your accountants have no idea how to manage it, your brokers only are happy to take your money and then at the end of the day, you really are at a shortfall as to how to manage this particular process. We found and the reason I open this business is that I found that this was a commonality of many many businesses. It is an area of business where is difficult to manage and it is very complex and what we also found is that there’s huge opportunities for savings for a business to generate if they were to manage this appropriately.

Wayne:  That’s a an interesting thought. I hadn’t looked at workers compensation as an indicator of I guess of process management. Jillian, there will be listeners out there now who are sitting there thinking, “Well that’s us, she’s talking about me.” How can those people reach out to you?

Jillian:  Well look, we are available either calling 1800 MANAGE, 1800 26 26 24 or you can approach us on Now we also have our telephone number, we take a call, we will take an email, we do all of our work under a nondisclosure. So we understand people’s sanctity of information and data. So we won’t start our work or advice without an honest closure for our protection of us and also for our protection of our clients.

Wayne:  Very wise indeed. Jillian, thank you for being with us today, I appreciate your time.

Jillian:  Thank you very much, have a great day yourself.

Wayne:  Thank you. If you just joined us on Talkers.FM, I’ve been in conversation with Jillian Hamilton. Jillian is a Managing Director of Manage Damage and we’ve been having what for me was a fascinating conversation about the process of managing damage, the process about how you deal with issues in your organizational corporation in a strategic and sensible way I guess I would put it to minimize damage and minimize cost. Now the good news is if you just joined us, you haven’t missed my conversation with Jillian entirely because on our website, we have a transcript and you can pop in there and read it if you wish. We also have an audio archive so if you’re a listener and not a reader, you can listen to the interview, it’s available on iTunes, and YouTube and SoundCloud and that along with Jillian’s contact details are available on the station website at This is Business Radio Talkers.FM, my name is Wayne Bucklar.

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