Intake Analyst – Fair Practices Commission (Ontario)

The Fair Practices Commission is currently seeking an Intake Analyst.  Below are the details of the vacant position as well as a document you can download. The document is in English only as this is primarily an English speaking position.

Closing date: Monday, January 31, 2022

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.

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.

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.
  • Bilingual candidates preferred.

To apply for this position, please go to WSIB Careers or LinkedIn and submit your application by
the closing date of January 31, 2022

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