Job Specification

Purpose of Position :

To provide specialist services to support managers with their accountabilities relating to the enterprise Injury and Illness Management (IIM) program, including return to work (RTW) and employee accommodation (EA) for an assigned region. To coordinate complex RTW cases, through a case management approach, involving occupational and non-occupational injury or illness scenarios.

Duties / Responsibilities :

As an enterprise wide specialist in IIM in an organization that is focused on the government's 'One Employer' approach to service delivery, the position: 1. Provides expert advice and consultative/coordination services to senior management, Claims Coordinators, human resources business units and employees, as part of the regional Illness/Injury team, in response to a wide range of issues (e.g. RTW and EA) including interpretation/explanation of legislation and corporate policies, programs and initiatives. Assists client ministries to ensure compliance with WSIB/LTIP and related injury/illness legislation and government/ministry policies, directions and processes. 2. Manages occupational and non-occupational RTW and EA cases using a proactive, collaborative multi-disciplinary approach to meet client and ministry needs. Conducts needs assessments in order to develop an action plan to effectively support managers in handling the case including prioritizing/managing issues and engaging in supportive and informative consulting to assist clients to participate in the action plan and make proactive, informed decisions. 3. Researches and gathers all relevant case information through linkages with a range of contacts and subject matter experts (e.g. WSIB/LTIP, insurance carriers, health information specialists, regional HR staff, bargaining agents) to identify issues impacting on RTW (e.g. accommodation issues, re-integration, training needs) and respond to/resolve issues. Collaborates with HR units (e.g. labour relations, recruitment) and Legal Services to identify obstacles and other circumstances to case resolution (e.g. underlying performance issue) recommend/assist in facilitating appropriate interventions (e.g. performance management, re-assignment) and obtain legal opinions/advice. Where required, participates in reviews of cost implications and facilitates applications to applicable funds. 4. Facilitates and promotes early RTW and its benefits with employees and managers through the provision of advice on legal rights and obligations, available resources and cost, productivity and other organizational impacts and outcomes of early RTW. Monitors and identifies OPS trends in EA/RTW (e.g. barriers/gaps), evaluates and manages complaints and issues arising from EA/RTW and provides advice and strategies for intervention, prevention and resolution. 5. Promotes effective and ongoing coordination with other corporate program areas (e.g. Strategic and Regional Business Units, enterprise ER/LR) regarding the management of corporate and ministry issues in order to facilitate overall enterprise wide corporate management and effective client service (e.g. labour relations advisory services in cases resulting in grievances, preparation of WSIB appeal documents, management of long term sick leave), in consultation with enterprise ER/LR, legal services, Regional HR staff, WSIB Employer Representative) ensuring the government's position is technically accurate and effectively positioned and represented. 6. Assists in the development, delivery and coordination of educational and training materials/ programs to line managers, employees and regional HR business units. Identifies knowledge/skills gaps, reviews existing materials and recommends new, or enhancements to, training courses/materials. Produces bulletins, manager checklists, newsletters and other materials to maintain line management awareness of and support for program objectives. 7. Supports program development, implementation and management including participation on project teams to research, analyze and evaluate broad legislative and central agency policy, programs and initiatives. Recommends to the Team Lead, the development of operating procedures, guidelines, best practices, tools and resources to enhance the effectiveness of case management, program planning, monitoring and evaluation and respond to a broad range of existing and emerging operational needs. Promotes the incorporation of IIM principles into business practices to support productivity and minimize negative health impacts. 8. Maintains liaison with other areas, agencies and stakeholders to initiate, influence or suggest alterations to proposed programs, processes or legislation and discuss common IIM issues. Monitors legislative developments, industry trends and WSIB/LTIP decisions, assesses their implications for the OPS, responds to a broad range of existing and emerging operational needs and recommends appropriate interventions with a focus on prevention. 9. Develops program compliance data and statistical analysis to support program recommendations and drafts briefing notes and presentations to support senior management decision making. Consults with managers to discuss IIM program/policy issues and options for new initiatives. Reviews WSIB decisions to identify potential issues for appeal/challenge to preserve OPS interests. Reviews cases with the Employer Representative and ministry decision makers and works with the Employer Representative to prepare appeal cases.

Knowledge :

Thorough knowledge of current principles, techniques, OPS policies, directives, guidelines, collective agreements and federal and provincial legislation (e.g. Occupational Health and Safety Act, WSI Act, LTIP, FOI&PP Act) related to IIM (e.g. RTW, EA) and knowledge of risk management and case management techniques to manage/respond to complex EA/RTW cases and issues and provide specialist advice/recommendations to management, employees or bargaining agents. Knowledge of HR policies, principles, techniques, OPS collective agreements and related legislation (e.g. CECBA, benefits, pensions, health reassignment) to coordinate and provide advice and guidance for the resolution of issues and/or grievances, identify program linkages and coordinate related issues involving EA/RTW matters. Knowledge of confidentiality/ privacy issues related to IIM and individual's personal health information, and trends and developments in other areas to influence or suggest alterations to proposed programs and processes, respond effectively to program and confidentiality issues and ensure effective case and file management. Knowledge of research and analytical methods, tools and project management, research and evaluation skills to participate on project teams to identify and investigate legislative, policy and program issues, research/analyze case information and develop effective case management strategies, initiatives and solutions to support case resolution and legislative/program compliance. Strong analytical skills to conduct analysis, determine/recommend appropriate action to deal with complaints, identify barriers to case resolution and develop/interpret conclusions for program application. Planning and organizational skills to plan and coordinate work priorities with related areas and within operational and legislative deadlines. Strong consultation, negotiation, interpersonal and communication skills to provide expert advice on sensitive and confidential legislative, corporate policy, program and related issues, develop and present reports, recommendations and proposed guidelines/best practices, draft procedures, briefing notes, reports and educational materials and discuss trends/developments with program management and other agencies. Computer proficiency and knowledge of software applications to manage case data, prepare reports, presentations, briefing materials and complex research materials.

Judgement :

Work is performed under the general direction of the Team Lead, Case Management and within the framework of OPS policies, legislative authorities and collective agreements related to IIM. Judgement is used to identify and analyze RTW and EA issues, interpret and apply current and proposed legislation, standards and guidelines and develop and recommend practical, workable, understandable and effective programs, standards and guidelines to meet program needs. Judgement is required in researching and gathering all relevant RTW case information, conducting needs assessments, developing action plans to manage cases and encouraging acceptance of action plans. Judgement is required in identifying issues impacting on EA/RTW, identifying obstacles/barriers to case resolution and recommending appropriate interventions (e.g. re-assignment). Judgement is used in promoting early RTW and its benefits (e.g. advice on legal rights and obligations, available resources, cost/productivity impacts), monitoring and identifying OPS trends in RTW, evaluating/managing related issues, recommending resolution strategies and reviewing WSIB decisions from the employer's perspective. Judgement is used in determining the most effective means of minimizing risks and ensuring due diligence on the part of the organization. Judgement is required in determining and coordinating a proper course of action and making recommendations to management from a variety of options in order to ensure a viable and practical program solution. Judgement is required in researching and analyzing sensitive information, complaints, orders, decisions and directives from central/regulatory agencies to identify trends and recommend solutions that support organizational objectives. Judgement is required in ensuring effective coordination of activities with management and other HR units and that the program maintains an outstanding reputation and credibility in the field of IIM. Judgement is required in managing complex and confidential information, dealing with managers and staff in difficult and emotionally charged situations potentially with bargaining agents or legal representatives present.

Accountability - Programs :

Accountable for supporting managers in their accountabilities relating to IIM, the quality and credibility of analysis and consulting services, the effectiveness of recommendations for the case management of IIM issues (e.g. RTW) and the development of resolution options and recommendations. Accountable for recommending prevention/intervention strategies and program development processes, policies and best practices to enhance delivery objectives. Also accountable for the advice and expertise provided to management related to program policies, legislation, emerging issues and appeals/disputes to support sound management decision making.

Accountability – Personnel :

Provides technical advice and expertise to regional HR and other business units and participates on/conducts projects for the review and development of program policies and processes.

Accountability - Finance and Materials :

N/A

Accountability - Impact of Errors :

Poorly conceived analysis and recommendations could lead to increased complaints, financial and operational costs to the organization through mismanaged cases and grievances, unsatisfied clients, costly litigation and loss of productivity. Ineffective recommendations for preventative strategies, processes and tools for implementing corporate directions and inaccurate advice could result in process inefficiencies, legislative non-compliance, misinformed managers, loss of program credibility, poor relationships with bargaining agents and a compromised IIM function.

Contact - Internal :

Regular contact with line and senior management to exchange information, discuss issues and provide expert advice on IIM matters (e.g. RTW, EA) and to resolve issues and ensure compliance with legislation, policies and procedures. Regular contact with section/branch staff and regional and other HR business units to provide expertise on IIM issues, consult on issues (e.g. grievances) and action plans and the development and implementation of programs, policies, standards and legislative amendments appropriate to regional and ministry requirements. Regular contact with other colleagues in line ministries to discuss and respond to compliance issues, clarify legislation/regulations requirements, obtain/exchange information on issues of common concern, including consultation on technical, administrative and legal aspects of IIM programs. Contact with Legal Services to obtain legal opinions and assess liability issues.

Contact - External :

Frequent contact with other agencies/organizations (e.g. WSIB, insurance carriers, medical community) to investigate, discuss and obtain information on specific cases, identify barriers to resolution and develop resolution strategies. Frequent contact with educators and experts in the field to discuss educational programs and obtain information on new procedures and processes. Frequent contact with union representatives to discuss specific cases and provide information.