5 Questions for Jerilyn Kelly, Jennifer Morris Jones, Annette LaBarre, Becky Hillhouse on Innovation, Comp, and CLM Session

In advance of the CLM Focus Conference coming up Feb. 11-12, we're presenting a series of conference-preview pieces to better understand what the sessions will offer and why they're relevant to the workers' compensation industry. Today, we catch up with Jerilyn Kelly, Jennifer Morris Jones, Annette LaBarre, and Becky Hillhouse, who will be presenting Driving Change:  Innovation and Inclusion in Workers Comp at the conference.

Q. How would you define or describe "purpose driven innovation" and why is it important?

Jerilyn Kelly: Answer to Part 1- Definition/Description: -- "Purpose-driven innovation" refers to the process of developing new products, services, or processes that are guided by a clear and meaningful purpose beyond just profit. This approach to innovation is centered around creating value that aligns with an organization's core mission and values, addressing societal or environmental challenges, and meeting the needs of stakeholders, including customers, employees, and the community. Key characteristics of purpose-driven innovation include: Alignment with core values, focus on impact, stakeholder engagement, sustainability, and long-term vision.

Why is it important? Purpose-driven innovation is important for several reasons, each contributing to the overall success and sustainability of an organization: Enhanced brand reputation, increased customer loyalty, employee engagement and retention, competitive advantage, positive social and environmental impact, and attracting investment. By integrating purpose into the innovation process, organizations can differentiate themselves in the market, build stronger relationships with stakeholders, and contribute to a more sustainable and equitable world. Overall, purpose-driven innovation helps organizations build a resilient and forward-thinking business model that not only drives financial success but also contributes positively to society and the environment.

Q. Who should attend this session, meaning who stands to learn the most and can put what's learned into action?

Jennifer Morris Jones: All industry stakeholders- risk managers, claims adjusters, team leaders and resolution managers, and attorneys- should attend our session.  Aspiring leaders will learn about collaboration, resilience, and overcoming challenges to thrive within the industry and chart their own career courses for success.  Seasoned leaders will also benefit from learning top tips to create a more innovative, engaging workforce that values diverse viewpoints and drives overall strategic growth.

Q. What experiences have you had that have led you to this topic and presenting on it?

Annette LaBarre: My experiences with Driving Change: Innovation and Inclusion in Workers' Comp stem from two key perspectives: hiring staff and seeking employment myself. Hiring companies and managers often prioritize technical skills and educational backgrounds before fully considering an individual's capabilities. However, people come from diverse backgrounds, and not everyone has had the opportunity to begin their career through the traditional path of attending college right after high school.

From my own experience—both as a candidate and now as someone who has observed the hiring process—I have seen the effects of unconscious bias. With the rise of algorithms designed to filter candidates based on specific criteria, we risk overlooking exceptional talent simply because they don’t fit a predefined mold. As we continue the search for the right people to fill roles within the industry, it’s essential to look beyond the resume and recognize the potential of the person behind it.

Q. With the knowledge gained from this session, what will attendees potentially have in their professional "toolboxes" that they didn't have before the session?

Jennifer Morris Jones: Attendees of our session will leave with a variety of insights and practical tools they can immediately take back to their desks.  Insights include how to lead and advocate for an inclusive culture that ensures diversity in decision-making processes for the good of the organization and workers’ comp industry, as well as how to foster transparent, empathetic communication within teams.  Tools include knowledge of emerging technological resources such as Artificial Intelligence and automation to promote efficiency to free up resources to focus on complex claim decisions to promote healing and return to work for the injured worker.

Q. What about this topic and session do you find makes you feel proud about presenting on it?

Becky Hillhouse: I am incredibly proud to be part of a conference that is addressing the critical need for innovation and inclusion within the workers' compensation field. Our industry faces a significant wave of retirements among experienced adjusters. By embracing newer technologies, we are no longer relying on work experience to recruit talent. We can attract and retain individuals from all backgrounds with modernizing the job roles and using Artificial Intelligence to supervise and supplement the lack of experience. This ensures the long-term sustainability and success of the workers' compensation industry.

Furthermore, I am proud to contribute to a conversation that emphasizes the importance of human connection and compassion in workers' compensation. While technology plays a vital role, it should never replace the human element. We must strive to create a system that not only provides efficiencies and financial profitability but also prioritizes the timely and appropriate delivery of benefits, improves communication, and focuses on the emotional well-being of injured workers and their impacted families.

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