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 organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit .

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
2 temporary opportunities up to 6 months (bilingual or unilingual).
The Fair Practices Commission (FPC) is the organizational ombudsman of the Workplace Safety and Insurance Board (WSIB) of Ontario. The Commission facilitates fair, equitable and timely resolutions to individual complaints brought by workers, employers and service providers. It also identifies and recommends system-wide improvements to WSIB services. In carrying out its mission, the Commission contributes to the WSIB's goals of achieving greater openness, better relationships and improved services.

Job Summary
Receive complaints and inquiries by phone, mail, fax, e-mail or in person. Capture essence of issues raised by workers, employers or service providers in statistical database, identify jurisdictional concerns and potential systemic issues, and explain Commission's role and mandate. Seek early resolution through clarifying information, referrals, escalations, coaching, and assess appropriate next steps in complaints resolution process. Prioritize files to raise with Commissioner as potential cases for Complaints Review Specialist or systemic review.

Please note that this role involves working in a fast-paced environment and speaking with individuals over the phone who may be distressed or face other challenges.

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 Commission and obtain all relevant information and the complainant's permission as needed.
• Undertake a comprehensive review of the complainant's issues to identify all presenting underlying issues, determine what further inquiry is required, best method of resolution and engage in early resolution process with complainants to address and resolve complaints wherever possible. Utilize knowledge of ombudsman practices and the principles of procedural fairness in determining whether there may be an issue that falls within the FPC's mandate.
• Provide technical information (FPC mandate, practices and processes, knowledge and familiarity with the Workplace Safety and Insurance Act and WSIB policy and practices); WSIB policy and practices); take appropriate action which could include referral to the WSIB complaint or appeal process, an FPC Complaints Review Specialist, provincial ombudsman, another agency, and/or begins straightforward reviews and preliminary inquiries to obtain relevant information to confirm the issue is jurisdictional. If the matter is not jurisdictional, will select appropriate options for referral. Explain the range of appellate options which may, or may not, be open to complaints.
• Clearly summarize complaints and enter complete issue descriptions into 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.

Job Requirements

• Education:
• Post-secondary education in a related field, other equivalent combinations of education and work experience may be considered.
• 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.
• Technical or Professional Qualifications or Certifications / Designations:
• Proficient in computer systems, MS office and other software systems, Keyboarding skills to type own document

Our 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.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact . If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest
As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at .

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. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB's Privacy Office at . The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.
This role requires the successful applicant to commit to an in-office work arrangement up to 5 days a week beginning in 2026.