Fair Practices Officer – Saskatchewan Workers’ Compensation Board
The Saskatchewan Workers’ Compensation Board (SWCB) has a legislated mandate to deliver workplace insurance to Saskatchewan employers and benefits to Saskatchewan workers if they are hurt at work. The SWCB is governed by a three-person, full-time Board of Directors (BoD).
Anchored by the Meredith Principles, the vision of the SWCB is to eliminate injuries and restore abilities. Their mission is to be a customer-centric organization that continuously seeks to add value for their customers through a culture of Continuous Process Improvement. SWCB values guide their actions and decisions:
- Safety – we relentlessly pursue Mission: Zero ensuring all employees have the healthy and safe workplace they deserve
- Respect for People – we recognize the value and worth of each individual and their contribution to our success and we treat everyone in an open, honest and dignified way
- Excellence – we strive for perfection and seek improvement and innovation every day in how we carry out our work in service of our customers
- Collaboration – we work hand-in-hand with our partners and with our customers to deliver on their expectations and meet their needs
- Customer Focused – we create an exceptional experience for all our customers and we bring their perspective to the forefront of our conversations and improvement efforts
The SWCB has distinguished itself as a high performing organization relative to its peers across Canada. The organization is recognized as a Top 100 Employer with approximately 450 team members located in Regina and Saskatoon who provide a wide range of programs and services to employers and injured workers. According to the 2019 annual report, the SWCB continues to achieve strong financial performance and remains fully funded, with sufficient assets to cover the future costs of all claims in the system.
The SWCB has built a foundation for this financial and organizational performance by taking a strategic, risk-aware approach to its development, setting targets and measuring success through its corporate true north objectives. SWCB leadership have been engaged in a relentless pursuit to improve the WCB customer experience. This transformation continues to involve both a personal and organizational shift to a culture of continuous process improvement (CPI) that focuses on providing an exceptional experience for all of their staff and customers. Recently, affecting the customer experience positively through building and strengthening SWCB culture has been, and will continue to be, their focus in fulfilling the SWCB mission. SWCB leadership have been striving to advance their culture through the development of processes and systems that will drive the ideal behaviours that they believe will ultimately achieve meaningful, lasting results.
The Chief Executive Officer, in consultation with the Board and executive team members, has concluded that the future success of the organization depends on transformation of their core systems and processes. The essence of this business transformation program is to combine a new model of delivering services and value to customers and stakeholders in addition to the replacement of core Claims and Employer systems and enhancements to the HR and Financial systems. These solutions will enable new ways of interacting with customers and new ways of doing business.
You can learn more about the Saskatchewan Workers’ Compensation Board by visiting www.wcbsask.com
|Job Title:||Fair Practices Officer|
|Reports to:||The Board (via the Chair of the Board)|
|Team:||1 Direct Report|
Reporting to the Board via the Board Chair, this position is accountable to review the fairness of policies, procedures and practices as related to service delivery throughout the Saskatchewan Workers’ Compensation Board (SWCB) and to ensure complaints are received, investigated, resolved and reported upon as required. The Fair Practices Office is an independent office within the SWCB.
The Fair Practices Office (FPO) acts independently and arm’s length from the SWCB, established under section 186 of The Workers’ Compensation Act, 2013. The FPO is an impartial, confidential and informal resource for workers, their dependants, employers, external service providers, and for the WCB. The FPO works to promote fairness in the services delivered by the SWCB.
As a confidential resource, responding and listening to the concerns raised by workers, their dependents, employers and external service providers, the FPO treats all parties with respect and dignity and approaches each inquiry with an open mind. The FPO works to resolve fairness issues as quickly and as informally as possible. The FPO acts in a neutral and impartial manner by assessing each situation based on its own merits and works towards a fair resolution and improved services.
- Receives, reviews and investigates complaints of unfairness in decisions, policies, procedures, practices or actions within service delivery on the part of WCB staff and or WCB service providers.
- Plans, directs and manages the day-to-day operation of the complaint resolution activities of the FPO.
- Facilitates the resolution of complaints raised by customers, monitors the outcome and makes recommendations as required.
- Provides subject matter expertise on administrative fairness and its application to WCB service delivery.
- Analyzes and interprets WCB legislation and policies and communicates to internal and external stakeholders.
- Develops and maintains positive working relationships with internal and external customers and stakeholders.
- Provides education/understanding to customers of WCB decisions, policies and procedures including the role of the Fair Practices Office.
- As an advisor to the Board and the Chief Executive Officer, recommends any remedial or corrective action that may be required.
- Maintains and compiles statistics on the number, nature and outcome of complaints received and prepares regular reports about FPO activities for the Board and executive of WCB.
- Implements and maintains the daily management system within the Fair Practices Office and facilitates process improvement efforts that are identified.
- Maintains independence, impartiality and neutrality in all dealings with customers and the WCB.
- Identifies potential systemic fairness issues and trends in order to proactively address the issues and make recommendations when required.
- Ensures the mandate and practice standards of the FPO are followed and the principles of natural justice, fairness and equitable service delivery drive the FPO investigation and resolution process.
- Prepares the Fair Practices Office report for the WCB annual report.
- Develops and implements operational and human resource plans and associated budgets for the Office that are aligned with and support division and organizational strategic direction.
- Develops and implements strategic plans and operational budgets for the Office that are aligned with the strategic direction of the division, the Board and the organization.
- Directs, supports, and/or participates in the development and maintenance of the Business Continuity Plan, ensuring the plan is complete and current.
- Contributes to a safe workplace and achieving Mission: Zero at WCB.
- Provides supervision to the Fair Practices Office team and manages the day-to-day office operations.
- Ensures maximum individual and team performance, technical competency and succession management through acquiring, organizing, developing and motivating the team and the continual promotion of management excellence.
- Demonstrates, and coaches in others, the behaviors, values and processes that best support WCB’s desired culture.
- Join an organization that is passionate about disability prevention, workplace health and safety and Mission: Zero mandate.
- Lead through influence and engage others in SWCB to ensure the fairness of WCB processes and decision-making.
- Opportunities for personal growth and development of self and others.
FIRST YEAR DELIVERABLES / MEASURES OF SUCCESS
Success in the first year will be determined by the candidate’s ability to:
- Quickly establish the trust of the Board and the Board Chair through the demonstration of maturity, commitment to deliverables, accuracy of information provided, and an appropriate level of attention to detail.
- Build collaborative and respectful relationships with organizational leaders that will result in the cooperation and trust required to operate an effective Fair Practices Office.
- If requested, successfully complete a report to the Committee of Review.
- Champion and support the SWCB’s ongoing continuous improvement initiatives.
- A University degree in Social Work, Industrial Relations, Public Administration, Law or other related field of study. A graduate degree is an asset.
- Eight to ten years progressively responsible experience which includes investigating and handling of complaints, working with others through conflict situations, and facilitating communication is also required.
- Formal training in alternative dispute resolution (ADR) and demonstrated experience in the use and application of ADR skills.
- Advanced knowledge and understanding of administrative fairness, public policy and ability to interpret legislation.
- Advanced knowledge of and experience in investigations and or fact finding.
- Extensive and demonstrated experience working with complaint management processes within the public sector and or customer service area.
- Extensive experience in case management and provision of services to diverse populations.
- Ten years of progressively responsible experience leading, motivating and coaching a work team.
- Broad experience in report and/or decision writing, coupled with strong oral and written skills, and computer literacy.
- Experience working within the public sector, insurance sector and or ombudsman office is an asset.
- Equivalent combinations of education and experience may be considered.
Competencies and Attributes
- A commitment to customer service, quality in service delivery and application of administrative fairness in service delivery; demonstrates a long-view perspective.
- Demonstrated ability to work independently.
- Superior relationship building skills, both within the organization and beyond; an ability to lead through influence and persuasion rather than through positional authority.
- Able to work collaboratively and cooperatively with multiple stakeholders to achieve results.
- Naturally curious, demonstrates exceptional ideation, analytical and problem-solving abilities.
- Possesses exceptional interpersonal and communication skills, both oral and written; able to articulate ideas to both technical and non-technical audiences.
- Comfortable with ambiguity; can handle the unexpected with flexibility.
- Exceptional commitment to continuous improvement and drives positive accountability for performance.
- A team-player, who can maintain appropriate independence, while leveraging collaborative approaches when working with internal and external partners.
- Achievement Orientation – a focus on administrative fairness in all matters pertaining to SWCB service delivery to workers, employers, service providers and other key stakeholders.
How to Apply:
Please send your resume in Word or PDF format to: email@example.com
. Copy and Paste the following job title and code and place it in the subject line of your email so we can identify the job and confirm receipt of your application:ASOR-181126 Fair Practices Officer – Saskatchewan Workers’ Compensation Board - SK - Regina (OTIAPPLY) Please note that only those candidates meeting the selection criteria, established by our client, will be contacted further.
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