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. We are looking for a motivated professional to provide bilingual (English and French) information services and administrative assistance in the WSIAT's Call Centre.
About the job
As a first point of contact at the WSIAT, you will provide assistance (on the telephone, in written correspondence and in person) to the general public and parties to appeals by:
• Answering and directing large volumes of communications via telephone, written correspondence and in person
• Providing first level response and general information about the WSIAT and its appeal process on the telephone, in written correspondence or in person.
• Searching for and providing case-specific information using a case tracking system
• Resolving questions/concerns
• Redirecting calls as appropriate and accurately documenting and tracking calls for efficient case management
• Checking/recording/updating information in a case tracking system
• Performing administrative duties including coordinating and managing meeting room bookings performing backup coverage for colleagues as needed
• Providing professional, courteous and knowledgeable hearing ambassador duties and directing and assisting hearing participants
• Serving as a level 1 Navigator, providing support to self-represented parties to help them fill out forms, answer procedural questions and updating a navigator log to help inform adjudicators on the support provided to parties.
What you bring to the team
Knowledge and Experience:
• You have general knowledge of the Workplace Safety and Insurance Act, 1997, or the ability to acquire this knowledge.
• You have knowledge of WSIAT processes and procedures to respond to and redirect telephone calls, or the ability to acquire this knowledge.
• You are technically proficient, enabling you to work effectively in a case management system and call centre technology.
• Experience with call centre technologies would be considered an asset.
• Experience in the medical or legal field would be considered an asset
Communication and Interpersonal Skills:
• You have advanced communication skills in English and French languages, in order to respond to telephone calls, emails and in person interactions in both languages. Fluency in other languages such as Punjabi, Portuguese, Arabic, Spanish, Tamil and Farsi are an asset
• You have excellent interpersonal skills to explain the WSIAT procedures and processes to clients, provide effective in-person services on behalf of the Tribunal, respond to questions and convey information
• You have demonstrated tact, diplomacy and professionalism to deal with clients who may be difficult and aggressive and to maintain security
• You have demonstrated knowledge of confidentiality requirements when discussing and releasing information
Organizational and Analytical Skills:
• You have excellent organizational skills to meet the demands of a high-volume call centre
• You have the ability to work under pressure in order to respond to and address a high volume of communications (calls, emails, and/or correspondence)
• You have good analytical skills to determine the nature of customer inquiries and direct them to the appropriate party and/or provide the appropriate first level response in a timely manner
How to Apply:
For
INTERNAL candidates, please follow these directions:
1. Please log onto your ADP account and select Myself>Talent>Career Centre.
2. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job. Please include a copy of your transcript with your application.
3. If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially,
recruitment@wsiat.ca. Recruitment staff will contact you within 48 hours.
For
EXTERNAL candidates, please follow these directions:
1. Please submit your resume and cover letter through our online
WSIAT Career Centre2. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job. Please include a copy of your transcript with your application.
3. If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially, at
recruitment@wsiat.ca. Recruitment staff will contact you within 48 hours.
4. Background Check: As a precondition of employment, the WSIAT requires that the final external candidate for this position, prior to commencing employment, is required to undergo both a criminal record and social media search. Other types of background checks may also be requested such as education verification and professional credential validation.
Don't meet every qualification?
If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
How we support diversity, inclusion and accessibility
We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.
Our hiring process is accessible, consistent with Ontario's
Human Rights Code and the
Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer
accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please
contact us.Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace: