Complaints Review Specialist

5 months ago

Toronto, Canada Workplace Safety and Insurance Board Full time

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.

**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. Provide assistance in cases of unfair practices by using active listening skills and questioning techniques.
- Review and provide information in order to develop an appropriate resolution consistent with standard Ombudsman practices.

8. Review complaints; works with complainant and WSIB staff to develop options for resolution in consultation with the commissioner; makes recommendations to the relevant division, staff or management to consider implementing remedial or corrective action.
- Review complaint details and resolutions with the commissioner.

9. Manage the information gathering process to obtain necessary information in the most efficient and timely manner to ensure all parties have adequate information to enable them to reach a resolution.

10. Identify and review with the Commissioner potential systemic issues and possible resolutions. Conduct research and inquiries regarding potential systemic issues. Research may include review of administrative law, Ombuds practice, Workers’ Compensation and Fair Practices offices in other jurisdictions.

11. May participate in the Commission’s outreach activities by providing training and seminars with respect to administrative fairness and the role of the FPC, as required throughout Ontario. This includes speaking engagements to promote the Commission’s work, activities and accomplishments, educate stakeholders and WSIB staff, attending and participating in team meetings, providing consultative advice (mentoring) to team members in areas of expertise. Contribute to creating technical documentation for reference and training materials for the FPC.

12. Provide FPC statistics, draft case stories and/or summaries for publication in public annual report and quarterly reports to the Board of Directors.

13. Contribute to the efficient and effective operations of the FPC by identifying opportunities for improvement relative to the FPC internal processes and provides recommendations to the commissioner.

**Job Requirements**:
1. Education requir

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