Job Expired
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This posting has expired and applications are no longer being received and this job does not show up on the main job list.
| Position Type: | Full-time |
| Location: | London, ON |
| Date Posted: | Aug 03, 2024 |
Job Description
Intake Analyst (HYBRID)
About the job
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
Salary Grade: N05 From: $69,028.00
Open to the Toronto and London Office locations.
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.
As the organizational ombudsman for the WSIB, the Fair Practices Commission is a confidential, neutral and independent resource for workers, employers and service providers
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.
- Provide technical information (FPC mandate, practices and processes, knowledge and familiarity with the appropriate legislation WSIB policy and practices); take appropriate action which could include referral to 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.
- Education:
- Post-secondary education in a related field, other equivalent combinations of education and work experience may be considered.
- Experience:
- 2 years knowledge and experience in customer service techniques to deal effectively with the public; conflict management skills; the ability to handle a large volume of telephone inquiries; and proficiency in Microsoft Office. 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
- Technical or Professional Qualifications or Certifications / Designations:
- Proficient in computer systems, MS office and other software systems, Keyboarding skills to type own document
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.
The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
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 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. 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 privacy_office@wsib.on.ca . 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 Aug 16, 2024