The Workplace Safety and Insurance Appeals Tribunal (WSIAT) is a highly specialized adjudicative Tribunal that hears appeals of final decisions of the Workplace Safety and Insurance Board (WSIB). We are looking for a motivated professional to provide bilingual (English/French) information services and administrative assistance in the WSIAT's Call Centre and Reception area.
The salary range for this position is $25.63 -$29.88 per hour.
How we support diversity, inclusion and accessibility
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the
OPS Anti-Racism Policy and the
OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
About the job
Call Centre duties:
• Answers and directs large volumes of calls in English and French that are received by the WSIAT.
• Utilizes the WSIAT's case management system and other resources to determine the appropriate party to transfer calls to.
• Takes messages, records them to forward to the appropriate staff member, and/or takes action as required.
• Provides first level of response in English and French to general or case-specific telephone inquiries using the WSIAT's case management system, website and other resources.
• Works in a call centre environment, answers phone calls, follows a call quality model and responds to inquiries by:
• Ensuring adherence to service excellence and business drivers such as opening and closing calls using a standard greeting, recording call details, accurately completing templates and taking other appropriate action.
• Uses tact, diplomacy and professionalism with the ability to provide excellent client service in sometimes confrontational situations.
• Maintains sensitivity to security and confidentiality requirements when discussing and releasing information.
• Directs clients to ministries and other government agencies and service providers as required.
• Provides general information such as addresses, office hours, website and contact information, forms, appeal status, and general WSIAT processes.
Reception duties:
• Greets and checks-in hearing participants and other visitors.
• Works in a reception environment, follows a client service quality model and responds to inquiries by:
• Ensuring adherence to service excellence and business drivers such as opening and closing inquiries using a standard greeting, recording inquiry details, accurately completing templates and taking other appropriate action.
• Uses tact, diplomacy and professionalism with the ability to provide excellent client service in sometimes confrontational situations.
• Verifies identification, directs individuals to the appropriate hearing room, and assists those who may need help entering or finding their hearing room.
• Records hearing attendance.
• Informs the Scheduling Department when parties to scheduled hearings are absent or late.
• Notifies the assigned Vice-Chair/Panel of any unexpected attendees, such as observers or other interested parties, who may need special permission to attend the hearing.
• Prepares for hearings by reviewing the Hearing Schedule and other material in the WSIAT's case management system to see if there are any flags on the file relating to security, police attendance, special handling instructions, or other special circumstances (e.g. accessibility assistance required). Keeps notes secure and confidential.
• Assists Vice-Chairs and Panel members that request special assistance, and provides any last-minute assistance as required.
• Tidies the reception area, and keeps supplies of forms, brochures, and pamphlets stocked for use by visitors.
• Receives, assists and provides customer service to visitors at reception in English and French, including creating visitor badges, answering inquiries, and providing general information about the WSIAT.
• Refers visitors to Library staff for research assistance, or other WSIAT staff for assistance if required.
• Directs visitors to ministries/other government agencies and service providers, utilizing phone lists and other resources, as appropriate.
• Redirects couriers and delivery people to the Mailroom, as required.
• Contacts security when needed.
What you bring to the team
Knowledge, Skills and Abilities:
Knowledge and Experience:
• Advanced oral and written communication in English and French languages.
• Previous work experience in a public or private insurance, medical, safety or another related environment is an asset.
• General knowledge of the Workplace Safety and Insurance Act, 1997.
• Knowledge of the WSIAT's processes and procedures in order to respond to and (re)direct large volumes of calls and visitors, in English and in French.
• Good knowledge of administrative/clerical processes and procedures.
• Knowledge of personal computer and related business operation applications such as MS Office and case management systems.
Communication and Interpersonal Skills:
• Strong interpersonal skills to explain procedures and properly direct clients, provide effective reception and call centre services on behalf of the WSIAT, respond to questions, convey information, book meeting rooms, take attendance at hearings, refer visitors to the Library, register court reporters, interpreters, and other service people, and maintain logs.
• Advanced written communication skills in English and French to provide detailed notes on client interactions sufficient to enable others to understand and take appropriate action.
• Excellent customer service skills including outstanding listening skills and communication skills, both verbal and written are essential.
• Analytical skills to determine the nature of the customer inquiries and direct them to the appropriate party and/or provide the appropriate first level response.
• Excellent word processing and typing skills
• Ability to respond to and address a high volume of calls.
• Ability to use and interpret operating guidelines from the WSIAT.
• Tact, diplomacy, and professionalism when dealing with clients, some who can be difficult, argumentative and aggressive, being sensitive to security and confidentiality requirements when discussing and releasing information.
Organizational and Analytical Skills:
• Organizational, time management skills, and flexibility in meeting the demands of the WSIAT.
• Attention to detail to accurately enter data in the WSIAT's case management system and to review documents and extract information that will inform discussions with parties.
Application Instructions:
1. Please submit your resume and cover letter through our online
WSIAT Career Centre.2. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
3. If you require a disability related accommodation to participate in the recruitment process, please contact us at Recruitment@wst.gov.on.ca to provide your contact information. Recruitment staff will contact you within 48 hours.
Remember: The deadline to apply is February 9, 2023 11:59 pm EDT. Late applications will not be accepted. We thank you for your interest. Only those selected for further screening or an interview will be contacted.
The Workplace Safety and Insurance Appeals Tribunal is an inclusive employer.
Accommodation is available under the Ontario Human Rights Code.