Job Specification

Purpose of Position :

To provide front-line service to clients and provide follow-up support to casework. To support the program services of the office with a range of clerical and administrative services.

Duties / Responsibilities :

1. As the first point of contact to all new requests for service responds to telephone and walk in clients and community partners by clarifying their information needs; providing information and advice on issues, provisions and processes to assist non unionized injured workers to self reliance; explaining legislative provisions and procedures; providing appropriate information on legislated standards (e.g. Time limits for appealing and claiming benefits, information necessary for claiming benefits, the appeals structure, OWA's procedures); and referring complex queries to an appropriate staff member. Provides clients with, Intent to Appeal letters, fact sheets and other resources in specific situations to allow client to meet time limits and provide information on specific issues. Diffuses potentially difficult or threatening situations from vulnerable clients, to enable them to focus on the specific problem with the WSIA system.

2. Advises clients of other possible benefits and other community resources available, as well as application procedures e.g.: referring injured workers to federal, provincial and municipal agencies for income maintenance, CPP, EI, Legal Aid, Human Rights, social services benefits and services, referring to local food banks, housing authorities etc.

3. Provides status reports to clients or partners regarding progress of case, and expected next steps, with appreciation for confidentiality. Provides casework support for worker advisers by proactively following up on requests and information provided, to WSIB, WSIAT, health care professionals and others, ensuring confidentiality. Alerts Worker Adviser to issues as they arise. On own initiative, reviews correspondence, identifying time limited decisions, On own initiative, identifies trackable mail and creates/maintains back up system for following up on response to inquiry within MOL guidelines for responding to external correspondence. On own initiative, creates bring forwards to worker advisers, and maintaining back up tickler system for time limited decisions, initiating a bring forward to follow up on activity, alerting manager when time limits not acted on. Provides training to new Program Assistants in the areas of internal policies, procedures, customized computer programs and telephone, in-person inquiries.

4. Co-ordinates and/or assists in a variety of program delivery activities, including coordinating information mailings to program partners (MPPs, social service agencies, ethnic groups etc;) following-up and referring service requests arising from mailings to appropriate staff; coordinating survey distribution, compiling, following-up; providing administrative support for information, education sessions, intake clinics or other outreach initiatives. Arranges meetings (e.g.: booking rooms, arranging catering services, ordering audio-visual equipment, arranging for print copies): prepares co-ordinates and distributes related agenda and materials; may attend meetings to contribute and/or take notes.

5. Organizes and maintains electronic and manual records management system, including: receiving, finding, relaying and tracking confidential case files and information sent between regional staff, CCSU and authorized external parties (e.g.: WSIB, WSIAT, medical authorities); maintaining status logs; coordinating case documents and case reports; coordinating assignment and receipt of files. Prepares processes and arranges for files to be transferred to central storage according to established records management schedule.

6. As the primary resource in the office, provides technical hardware and software support for the office (e.g.: computer, telephone). Guides staff in more efficient and effective ways to use new and existing systems and hardware. Troubleshoots to resolve office technology problems for staff, including providing solutions, testing out own solutions and, if necessary, referring matters for specialized help. Prepare standard and case-specialized documents as instructed; and using fully programmable functions to manipulate data as necessary (e.g.: reformat, merge, update and revise). Composes correspondence independently or from brief instructions.


7 Functions as the first point of contact for communications. Maintains knowledge of staff whereabouts in region and contacting/paging them in cases of urgent matters as required. Receives and directs visitors, provides information. Opens mail, date stamps, logs, tracks and distributes correspondence, alerting appropriate staff to urgent issues, etc. Prepares outgoing mail, arranges for courier, etc. On own initiative, follows up on response within set MOL guidelines on responding to external correspondence.

8 Provides related co-ordination, administrative and clerical support, (e.g.: reconciling invoices against purchase card, following up on discrepancies to make corrections and forward for Manager's approval; maintaining petty cash;, security access cards). Manages, reconciles asset management records and provides updated records on a yearly basis to Regional Service Coordinator; orders office supplies; arranges for equipment repairs, routine maintenance of equipment and office (e.g.: contacting building superintendent to adjust heating/cooling problems). Assists Worker Advisers by printing and packaging training materials. Develops and maintains mailing lists. Maintain library resource center ensuring timely filing of updated/new policies, procedures and reference materials. Assists Manager by receiving and logging applications and guiding new Client Service Representatives in a team environment.

9 Participates in developing regional/local office and program delivery procedures (eg: for development of reference library, setting up office filing system, intake methods, waiting list procedures). Provides feedback and recommendations to Manager on key front-line service issues and potential areas for improvement.

10 Management has the right to assign other duties.

Knowledge :

Job requires detailed knowledge of time limits as related to appeals, applying for benefits, and other time limit issues to advise clients of their rights. Job requires good working knowledge of WSIA, policies and procedures, comprehensive knowledge of the role of OWA, WSIB and WSIAT and closely related organizations roles, procedures, systems and structures in the office catchment area in order to advise and assist clients and partners, making clear the nature of the relationship to protect OWA clients' interests and protect OWA from legal liability. Job requires knowledge of customer service standards to answer inquiries and deal with claimants in person and over the phone, ensuring client's requests are dealt with in a timely and accurate manner; troubleshoot potential difficult client related situations. Job requires good working knowledge of various Ministry and other community programs, policies, procedures, and provisions, including how they may interface with WSIB benefits, in order to provide accurate information to Ministry and program clients or refer general inquiries to appropriate jurisdiction (e.g.: federal and provincial government programs, social service agencies). Job requires knowledge of individual case work and legislative provisions to support Worker Advisers by providing casework support and follow up, maintaining a back-up bring-forward reminder system. Job requires knowledge of typing and of uses of customized and/or standardized, fully programmable PC-based/networked software (eg: spreadsheet, word-processing, presentation graphics, Case Management System (CMS), etc). and related hardware, to guide others in their use, trouble-shoot, provide case-related information, and develop and produce a variety of materials (e.g.: spreadsheets, correspondence, design and produce reports, manipulate data, etc.) Job requires knowledge of relevant regional, Agency and Ministry purchasing, finance and accounting, administrative procedures to ensure office compliance. Job requires knowledge and use of office equipment (photocopiers, facsimile, postage meters, voice mail systems, scanner) to provide effective program support.

Skills :

Job requires ability to identify when and how to diffuse potentially violent clients, clients in crisis, difficult client situations using empathy, patience, confidentiality and discretion in dealing with client's situation. Job requires initiative to work with limited supervision, anticipate potential issues, and use good judgment to determine appropriate course of action, determine urgent issues, referring matters to other appropriate staff, etc. Job requires ability to compose detailed correspondence on limited information from Advisers or on own initiative to clients on specific situations. Job requires analytical skills to identify and respond to client requests and concerns by clarifying information needs, gathering and providing information, determining appropriate referrals, advising on and assisting clients with next steps; identify and resolve discrepancies related to files and records management and the most effective way to prepare written reports and correspondence; and to determine work priorities amongst conflicting demands, based on knowledge of issues and/or discussion with others. etc. Work requires highly developed oral and written communications, good listening skills, non violent crisis intervention skills to diffuse clients in crisis etc., accurate spelling, punctuation and grammar to explain procedures and basic options, develop reports, and guide callers. Job requires aptitude for detail to provide routine analyses which are accurate and complete, and to maintain a back-up bring-forward reminder system. Job requires good teamwork, relationship management skills, client service focus, and respect for confidentiality in order to establish trust and good working relationships.

Freedom of Action :

Job requires working in accordance with established policies, standards, procedures and applications in order to accurately respond to inquiries and complaints, referring unusual and/or difficult issues to senior staff or manager for guidance. Job requires using discretion in revealing information, much of which is confidential, and in providing summary advice and casework support when following-up on requests and correspondence. Job requires providing information and assistance to clients with questions or difficulties claiming WSIB benefits. Job requires initiative to alert other staff of potential issues, including potentially difficult or violent behavior, casework issues, time limits etc. Job requires ability to identify and action time limited decisions to protect OWA clients' interests and protect OWA from legal liability. Job requires flexibility and problem-solving to trouble-shoot software and hardware problems. Job requires work prioritizing, coordinating, organizing and practical problem-solving skills to function independently on day-to-day tasks and meet deadlines efficiently and effectively, to arrange meetings; track work status and follow-up. Job requires strong customer service orientation to determine how to help callers.