Client and Government Relations Specialist

WorkSafeNB/Travail sécuritaire NB; New Brunswick; Remote; CAD 86,000 - 103,000; Full time

Job summary

A forward-thinking organization dedicated to promoting health and safety in New Brunswick is seeking a Client and Government Relations Specialist. This role involves investigating service-related complaints, ensuring fair treatment, and providing solutions to enhance service delivery. With a strong emphasis on collaboration and accountability, you will work closely with clients, employers, and government representatives. This is an exciting opportunity to contribute to a safer workplace while developing your skills in a supportive environment. If you are passionate about client service and making a difference, this role is perfect for you.

Benefits

Comprehensive benefits package

New Brunswick Public Service Pension Plan

Competitive vacation and leave entitlements

Enhanced opportunities for professional learning and development

Qualifications

• 3-5 years of experience in administrative justice or government relations.
• Knowledge of Workers' Compensation Act and Administrative Law.

Responsibilities

• Investigate service-related complaints from clients and their representatives.
• Identify root causes of complaints and provide timely resolutions.
• Deliver exceptional client service and manage relationships.

Skills

Client-focused Service

Public Relations

Decision Making

Consulting and Advising

Adaptability

Education

University degree in Administrative Justice

University degree in Law

University degree in Social Sciences

University degree in Political Science

University degree in Government Relations

Job description

Work Remotely Anywhere In The Province Of New Brunswick (subject to our Remote Work Directive)

The team at WorkSafeNB is passionate about promoting health and safety in New Brunswick workplaces. We strive to make New Brunswick the safest place to work. However, injuries do occur, and when they do, we are committed to providing caring recovery and return to work services, benefits, and compensation to injured workers and their families. Culture is the heartbeat of the organization. The stronger it is, the further we go! Selected by our employees, our WorkSafeNB values shape our culture. We put our values of Accountability, Collaboration and Trust into ACTion. We demonstrate accountability by taking pride in and ownership of our work so we can take care of our clients and other New Brunswickers. Through collaboration, we build strong partnerships and innovate to achieve better outcomes. Trust guides our organization; we lead and listen with empathy and embrace diversity, inclusion and belonging. These ACTions shape us.

WorkSafeNB is looking to hire a Client and Government Relations Specialist. Reporting to the Manager, Client and Government Relations, you will receive and investigate service-related complaints/concerns from workers, employers and/or their representatives such as advocates, government representatives and the Office of the Ombud. You will be the primary contact for Members of the Legislative Assembly (MLAs) and the Office of the Ombud to ensure prompt and consistent responses on behalf of the organization. You will also make recommendations for improvements and counsel on client service delivery.

Your key areas of responsibility include:

1. Investigating complaints from clients dissatisfied with service. You will be receiving complaints and concerns from clients and their representatives related to fair process, fair treatment, and fair outcome in accordance with the Workers' Compensation Act and WorkSafeNB policies and procedures.
2. Identifying the root cause of complaints and providing timely resolution. You will do this by examining complaints and concerns alleging poor, unfair and inappropriate service related to a decision, policy, procedure, practice, or action on the part of WorkSafeNB staff.
3. Addressing service complaints and providing solutions. You will report findings and make recommendations on service delivery to the appropriate division, MLA, Ombud and issue explanations to complainants when necessary.
4. Analyzing trends to develop coaching and offer solutions for continuous improvement. You will do this by compiling statistical information and reporting on trends.
5. Delivering exceptional client service and managing relationships with injured workers, employers, and elected officials. You will act as the main point of contact for clients and representatives with client service complaints.

You embrace the following competencies:

• Adaptability
• Client-focused Service
• Ensuring Accountability
• Teamwork and Collaboration
• Enabling Communication
• Public Relations
• Thinking Strategically
• Information Gathering and Processing
• Consulting and Advising
• Decision Making

You, as a successful candidate, possess:

• University degree in Administrative Justice, Law, Social Sciences, Political Science, Government Relations, or a related field.
• 3-5 years of experience in the administrative justice field, government relations, or client experience.
• Knowledge of the Workers' Compensation Act, GECA, Firefighters' Act and Occupational Health and Safety Act.
• Knowledge of Claims Management.
• Knowledge of Administrative Law.
• Knowledge acquired through professional development in a related discipline (administrative justice, essentials for Ombuds, mediation, conflict resolution).

An equivalent combination of education, training and experience may be considered.

Written and spoken competence in English is required. Bilingualism (written and spoken) is an asset.

Pay scale is $86,797.90 to $102,115.18

WorkSafeNB offers a competitive annual salary with excellent benefits, including:

• Comprehensive benefits package (health, dental, life insurance and LTD insurance)
• New Brunswick Public Service Pension Plan
• Competitive vacation and leave entitlements.
• Enhanced opportunities for professional learning and development.

Your primary workspace will be from your in-home office, with the occasional expectation of in-person meetings; for that reason, working from outside the province of New Brunswick, or country, is not permissible.

If you are interested in an exciting and rewarding opportunity with WorkSafeNB, please apply online at www.worksafenb.ca by January 17, 2025.

We thank all those who apply; however, only those selected for further consideration will be contacted.

For more information about WorkSafeNB, or this and other employment opportunities, please visit our website at worksafenb.ca.

Privacy Statement:

In New Brunswick, the Right to Information and Protection of Privacy Act (RTIPPA) and the Personal Health Information Privacy and Access Act (PHIPAA) protect the privacy of your personal information. The RTIPPA applies to personal information gathered, used, disclosed and maintained by WorkSafeNB and identifies specific rights that you have with respect to your personal information including the right to access it. By submitting your application, you agree that the personal information you are providing in this application is disclosed for the purpose of WorkSafeNB assessing your candidature in the staffing process. You also agree that WorkSafeNB may use your personal information for statistical purposes.

WorkSafeNB has safeguards in place to protect the security of your personal information, including a combination of physical, technological, and administrative security measures appropriate to the sensitivity of the information. If you are the successful candidate, the personal information you have disclosed will form part of your personnel file and be retained in accordance with existing laws. If you are not the successful candidate, your personal information will be retained for three years.

If you have further questions about WorkSafeNB's administration of the RTIPPA and PHIPAA you can contact our privacy officer at 1 800 222-9775.