Complaints Review Specialist

3 weeks ago

Toronto, Canada Workplace Safety and Insurance Board Full time

Our people have different ways of working and lifestyles. We're committed to a mix of working in the office, in the field and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

**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 organizations 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.

You'll also receive a competitive salary, along with a comprehensive benefit package and defined benefit pension plan.

**Salary From: $97,186.00
**OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism**: 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.

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.

**What can I expect to do in this role?**: Job Summary:
As the organizational ombudsman for the WSIB, the Fair Practices Commission is a confidential, neutral and independent resource for workers, employers and service providers. The CRS reviews complaints about the fairness of services or treatment at the WSIB. The CRS resolves complaints about current fairness issues in a timely and efficient manner. In this role a variety of dispute resolution techniques are used to assist parties in resolving individual and systemic concerns.

The role reviews complaints using an evidence-based claim file review and assessment. Complainants and WSIB staff are assisted in resolving concerns through the identification of options for resolution. The incumbent in this assists in identifying trends and conducts research with respect to systemic issues for the commissioner's review and may make recommendations to improve WSIB processes, procedures and service delivery.

This role assists the Commissioner with public education and outreach with stakeholders and WSIB staff. The incumbent also assists the Commissioner in the research, development and drafting of internal practices and procedures. This role may assist the Commissioner to research, develop and draft reports and provides input and case summaries for the Commission's quarterly reports to the Board of Directors and public annual reports.

**How do I qualify?**:
**Major Responsibilities**: 1. Undertake a comprehensive review of the concerns raised and related WSIB files; identify all presenting and underlying issues; determine what further inquiry is required; determine best method of resolution; and determine whether the case is properly before the FPC.

2. Establish timely initial contact with the parties to explain the complaints review process. Confirm the issues or obtain agreement to address other presenting issues, discuss required information, and determine options for the most reasonable method of resolution.

3. Provide support and assistance to the Commission's Intake Staff, and occasionally takes Intake phone shifts. The incumbent may receive complaints through intake phone line, discusses issues with complainants, obtains consent, may self-assign for further review/investigation, or refers complainant to appropriate party.

4. This role may involve identifying a case as requiring crisis intervention. In such cases, the incumbent follows WSIB crisis protocol, escalating as needed including the contacting of WSIB security and/or emergency personnel.

5. Review complaints received from injured workers, employers, worker or employer representatives and MPP offices.

Advise parties if the complaint does not meet FPC standards for further review or is not within FPC's mandate.

6. Act as a liaison in the mediation and resolution of complaints. This may involve active intervention and mediation with the responsible individual or office utilizing a variety of skills including facilitation, negotiation and mediation techniques, as required.

7.

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