Intake Analyst

About the Workplace Safety and Insurance Board (WSIB) We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage‑loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no‑fault collective liability insurance and access to industry‑specific health and safety information. We are one of the largest insurance organisations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca. At the WSIB, You’ll Have The Opportunity To explore many career paths and follow your passion continuously learn and grow professionally be recognized for the great work you do participate in programs that support your health and wellbeing Salary Grade: N05 From: $71,098.79 Fair Practices Commission (FPC) Overview The FPC is the organisational ombudsman of the Workplace Safety and Insurance Board (WSIB) of Ontario. It facilitates fair, equitable and timely resolutions to individual complaints brought by workers, employers and service providers, and identifies and recommends system‑wide improvements to WSIB services. Job Summary Receive complaints and inquiries by phone, mail, fax, e‑mail or in person. Capture the essence of issues raised, identify jurisdictional concerns and potential systemic issues, and explain the Commission’s role and mandate. Seek early resolution through clarifying information, referrals, escalations and coaching, and assess appropriate next steps in the complaints resolution process. Prioritize files for potential case review by the Commissioner as Complaints Review Specialist or systemic review. 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 the Commission’s mandate and obtain all relevant information and the complainant’s permission as needed. Undertake a comprehensive review of the complainant’s issues to identify underlying issues, determine further inquiry required, best method of resolution, and engage in early resolution with complainants to address and resolve complaints wherever possible. Provide technical information about the FPC mandate, practices and processes; offer referral options (WSIB complaints or appeal process, FPC Complaints Review Specialist, provincial ombudsman, other agency) and explain the range of appellate options. Clearly summarize complaints and enter complete issue descriptions into case‑tracking software; manage and prioritise 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; provide training to new FPC staff and WSIB staff as required. Job Requirements Education: Post‑secondary education in a related field, or equivalent combinations of education and work experience. Experience: 2 years in a customer‑service role with excellent verbal skills and the ability to effectively communicate with distressed or challenged individuals. Technical or Professional Qualifications or Certifications / Designations: Proficient in computer systems, MS Office and other relevant software; keyboarding skills to produce own documentation. Availability: Commitment to an in‑office work arrangement up to 5 days a week beginning in 2026. Commitment to Equity, Diversity and Inclusion We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated. If you require accommodations to apply, please contact talentacquisitioncentre@wsib.on.ca. Conflicts of Interest Employees are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest, including political activity, directorship, other outside employment and certain personal relationships. For questions, contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca. Privacy Information We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997, to assess your qualifications and determine eligibility for vacant positions. For concerns about the collection and use of your personal information, contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca (the Privacy Office cannot provide information about the status of your application). Application Submit your application by the closing date. The position is currently open and is not expired. #J-18808-Ljbffr