APPEAL SERVICES OFFICER

Workplace-Safety-and-Insurance-Appeals-Tribunal; Toronto; On-site; CAD 41,000 - 48,000; Full time

Job summary

Workplace Safety and Insurance Appeals Tribunal is seeking an Appeal Services Officer in Toronto to process and close a high volume of case appeals. You will review documentation, manage case files, and prepare materials for hearings, all while ensuring privacy and accuracy in communications with WSIB and appellants.

The role requires strong English communication, meticulous record-keeping, and the ability to multitask in a fast-paced environment.

Qualifications

• Advanced English communication and strong written skills are required.
• Discretion, tact and diplomacy to handle frustrated parties.
• Proficiency with Word, PDF tools and data entry in case management systems.

Responsibilities

• Process and maintain a high volume of appeals from intake to hearing readiness.
• Enter data into case management system and communicate with parties by phone.
• Prepare case documents, letters and notices, and ensure proper disclosure of information.

Skills

Advanced English communication

Interpersonal skills

Discretion/diplomacy

Attention to detail

Microsoft Word

Adobe Acrobat Pro

Database systems

Tools

Microsoft Word

Adobe Acrobat Pro

Database systems

Job description

Organization: Workplace Safety and Insurance Appeals Tribunal

City: Toronto, ON

Job Term: 1 Permanent and 1 Temporary (1 Year Contract)

Job Code: Office Administration 10

Salary Range:$29.53 to $34.75 per hour

Hours of work: Minimum of 36 ¼ hours / week

Language of Position(s): English

Posting Status: Open

The Workplace Safety and Insurance Appeals Tribunal (WSIAT) is a highly specialized adjudicative tribunal that hears appeals of final decisions of the Workplace Safety and Insurance Board (WSIB). We are looking for a motivated professional for the position of Appeal Services Officer, to work with a team of staff involved in case appeals to process and close cases.

What can I expect to do in this role?

In a team environment, you will process and maintain a high volume of appeals, including some or all of the following duties and responsibilities:

• Conducting an initial review of case documentation and preparing the appeal for further review/processing by reviewing appeal forms, confirming appropriate releases have been signed, addressing any deficiencies in forms, requesting information and files from the WSIB, and preparing case documents
• Actively processing, monitoring and updating case files by entering new data into a case management system, communicating with parties by telephone, assisting self-represented workers with the appeal process, composing and sending correspondence, reviewing incoming correspondence, requesting missing or required information, and identifying privacy or reporting breaches
• Processing appeals that have become dormant/inactive by examining what transpired, assessing the problem or issues with the case, determining what action needs to be performed to get the file “hearing ready”, or closing the appeal as appropriate
• Maintaining a pool of case files that have been approved “hearing ready” by reviewing correspondence or WSIB claim files, ordering missing portions of files and/or better copies of documents from the WSIB, preparing case records and case materials, ensuring appropriate disclosure of new information to parties and communicating with other departments as needed
• Closing appeals that have been abandoned or where the WSIAT has no jurisdiction by creating and sending letters to appellants advising them of deadlines, responding to queries from parties, drafting Notices of Intent to Close, and referring the case file to appropriate staff for closing when appropriate

Knowledge

• You have knowledge and understanding of the Workplace Safety and Insurance Act, 1997, prior and related legislation, or the ability to acquire this knowledge to assess case files
• You have working knowledge of the Freedom of Information and Protection of Privacy Act and of privacy related issues to recognize information disclosed in error and deal with sensitive or prejudicial material
• You have general knowledge of relevant legal and medical terminology to assess injury codes and related claims

Communication and Interpersonal Skills

• You have advanced oral and written communication in English.
• You have excellent interpersonal and communication skills to explain detailed appeal processes
• You have excellent written communication skills to produce letters and documents with accuracy and completeness
• You have demonstrated discretion, tact and diplomacy to deal with parties who may be frustrated or difficult

Computer Skills

• You have a strong working knowledge of Microsoft Word to create, edit, format, and organize professional documents.
• You are proficient in Adobe Acrobat Pro to create and modify PDFs, organize pages, create bookmarks, redact sensitive information and apply markups.
• You have knowledge of computerized tracking/database systems in order to input, manipulate, update and search data

Analytical and Organizational Skills

• You have excellent organizational skills to determine priorities and respond to deadlines within tight production standards while balancing competing demands
• You have the ability to multitask in order to manage a large caseload
• You have excellent research and analytical skills to verify information, investigate and report on case status
• You have excellent attention to detail in order to accurately record data

Additional Information

Address: 505 University Avenue, Toronto

Background Check

As a precondition of employment, the WSIAT requires that the final external candidate for this position, prior to commencing employment, is required to undergo both a criminal record and social media search. Other types of background checks may also be requested such as education verification and professional credential validation.

The Workplace Safety and Insurance Appeals Tribunal is an inclusive employer. Accommodation is available under the Ontario Human Rights Code.

All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through French-language proficiency testing.