Apply By: Thursday, July 26, 2018 11:59 pm EDT
Competition Status: Posting Closed

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Workplace Safety and Insurance Board
Fair Practices Commission
Anywhere in Toronto
Job Term:
1 Permanent
Job Code:
Not Available - Not Available
Not Available
Posting Status:
Job ID:

What can I expect to do in this role?

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.

How do I qualify?


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

Additional Information:

  • 1 Permanent - Full Time, Anywhere in Toronto, Toronto Region, General Screening Requirement
Compensation Group:
Health and Social Services
Posted on:
Monday, July 9, 2018
  • In accordance with the Ontario Public Service Employment Screening Checks Policy, the top candidate(s) may be required to undergo a security screening check. Please refer to the Additional Information / Address section above to determine the screening checks that are required for this position.

    You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), HR Service Delivery Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional screening checks as indicated in the Additional Information / Address section above that were not obtained directly by you. (Note: If a Vulnerable Sector Screening/Check is required, it must also be obtained in person at your local police service.)

    A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Screening check records will be maintained by the TSO and kept strictly confidential.
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.
Remember: The deadline to apply is Thursday, July 26, 2018 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.

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