The Challenge

Greater Western Water (GWW) is one of Victoria’s largest water corporations, serving over 1.2 million customers. With high safety standards and a strong physical risk culture, GWW identified the need to lift its focus on psychosocial hazards, in line with emerging legislative obligations.

While physical safety had dedicated structures and confident HSRs (Health and Safety Representatives), leaders were less equipped to navigate the psychological risks impacting mental health, culture, and performance. Employees reported feeling isolated, emotionally fatigued, and unclear on how to respond when someone was struggling. A cultural shift was needed — from reactive support to proactive prevention.

Objectives

• Improve staff morale and psychological safety

• Introduce a common language and framework for wellbeing

• Equip leaders with practical skills to support staff proactively

• Shift from reactive culture management to prevention and empowerment

• Build leadership capability and long-term ownership of workplace culture

The Solution

GWW partnered with Thrive Ability to roll out the How to Thrive program using a two-phase approach:

Phase 1: How to Thrive for Individuals
Staff across multiple regions took part in the foundational wellbeing education, grounded in the BEACON Framework™. Through live sessions, digital learning, and group reflection, participants explored how to improve their own wellbeing and support others.

Phase 2: How to Thrive for Supporting Others
A group of staff nominated to become Certified Thrive Guides® — internal wellbeing champions trained to support colleagues, reduce isolation, and create psychological safety. The Guides completed a blend of eLearning, live online workshops, and assignments to deepen their capability.

Key elements included:

• Delivery across both office-based and field staff

• Evidence-based tools tailored to GWW’s context

• Leadership support and strategic alignment

• Assignments linked to real workplace challenges

• Presentations to the Executive Team on proactive wellbeing solutions

The Impact

Increased Confidence in Supporting Others
Thrive Guides reported greater ability to support peers with practical, non-clinical tools — especially those in field-based roles. Guides went on to present to the GWW Executive Team, offering a creative, peer-led response to psychosocial risk.

A Common Language Around Wellbeing
The BEACON Framework™ gave teams a shared vocabulary and structure to discuss mental health and thriving, making conversations more accessible and reducing stigma.

Embedding Wellbeing into Everyday Practice
Supervisors and team leads reported greater confidence to notice early signs of struggle, start meaningful conversations, and use the BEACON tools during toolbox meetings, one-on-ones, and informal check-ins.

Strengthened Safety Culture
By integrating Thrive Guides® into the safety strategy alongside HSRs, GWW began to bridge the gap between physical and psychological safety — creating a more holistic and preventative approach.

Results

“The Thrive Guides are creating a new layer of support — one that addresses psychosocial risks before they become bigger issues.”

“It’s helped us respond in a more human, proactive way — this complements our safety culture perfectly.”

“We’ve seen real shifts in how people talk about wellbeing. It’s not just an EAP referral anymore — it’s early support, peer conversations, and accountability.”

Conclusion

This case study demonstrates how building internal wellbeing champions can transform an organisation’s ability to prevent harm, improve safety culture, and meet psychosocial safety obligations. Through evidence-based education, trusted frameworks, and authentic peer engagement, Greater Western Water is leading the way in human-centred risk management.