About the job
Job Summary:The Fair Practices Commission (FPC) is the organizational ombudsman for the Workplace Safety and Insurance Board (WSIB). The Commission provides an independent, neutral and confidential service for injured workers, employers and service providers with complaints about the service they receive at the WSIB. The Commission also identifies systemic issues and recommends improvements to the WSIB.
As an Intake Analyst you will be a strong communicator with a passion for helping people. You will review complaints in light of the FPC's mandate, engaging in an early resolution process with complainants to address and resolve jurisdictional complaints. The Intake Analyst will also provide referrals for non-jurisdictional matters, compile relevant information and documentation and summarize complaints in a case management system.
Major Responsibilities:Conduct intake of complaints in a timely manner received by phone, mail, fax, e-mail or in person. Clarify and analyze relevant issues, confirm issues brought to the FPC and obtain all relevant information and the complainant's permission as needed.
Undertake a comprehensive review of the complainant's concerns to identify all underlying issues, determine whether or not the complaint falls within the FPC's mandate and determine what further inquiry is required. Engage in an early resolution process with complainants to address and resolve complaints wherever possible.
Provide complainants with information on the FPC mandate, practices and processes as well as WSIB policy and practices. Take appropriate action in response to complaints, which could include referral to specific WSIB staff, a FPC complaints review specialist, the provincial ombudsman or another agency.
Clearly summarize complaints and enter information into the FPC's case tracking software; manage and prioritize workflow; direct work to appropriate FPC staff; prepare and send written correspondence as applicable.
Assist in preparing training and promotional materials for seminars and information sessions; and provide training to new FPC staff and WSIB staff as required.
What you bring to the team
Mandatory:
1. Education:
Post-secondary education in a related field, other equivalent combinations of education and work experience may be considered.
2. Experience:
2 years of experience in customer service role. Excellent verbal skills, including ability to effectively communicate with individuals who may be distressed or who face other challenges.
3. Technical or Professional Qualifications or Certifications / Designations:
Knowledge of Ombudsman practices; administrative fairness requirements and the Workplace Safety and Insurance Act are assets. Bilingualism in French and English is a strong asset.
Proficient in computer systems, MS office and other software systems, Keyboarding skills to type own document
How to Apply:
To apply, visit our Job Opportunities page:
WSIB Job Opportunity