Customer Service Representative – Indigenous Special Program
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 committed to building a workforce that reflects the communities we serve and advancing reconciliation with Indigenous peoples. This position provides information services and administrative assistance in the WSIAT's Call Centre.
About the job
As a first point of contact, you will provide assistance (via telephone, written correspondence, chatbot, and in person) to the general public and parties to appeals by:
- Providing culturally appropriate navigation and support for Indigenous parties in the appeal process.
- Sharing insights that respect Indigenous cultures, traditions and perspectives where possible.
- Answering and directing high volumes of communications via telephone, written correspondence, chatbot, and in-person.
- Providing first‑level response and general information about the WSIAT and its appeal process.
- Searching for and providing case‑specific information using a case tracking system.
- Resolving questions/concerns and redirecting calls as appropriate.
- Accurately documenting and tracking calls for efficient case management.
- Checking, recording, and updating information in a case tracking system.
- Performing administrative duties including coordinating and managing meeting room bookings.
- Providing professional, courteous, and knowledgeable hearing‑ambassador duties and assisting hearing participants.
- Serving as a Level 1 Navigator, supporting self‑represented parties to complete forms, answer procedural questions, and update navigator logs.
This is a permanent role within an emerging program focused on culturally safe hearing processes for parties who self‑identify as Indigenous. Flexibility and comfort working with evolving processes is important.
What you bring to the team
Knowledge and Experience
- Knowledge of Indigenous cultures, traditions, and lived experiences gained through lived experience, community involvement, or other learning.
- General knowledge of the Workplace Safety and Insurance Act, 1997, or the ability to acquire this knowledge.
- Knowledge of WSIAT processes and procedures, or the ability to acquire this knowledge.
- Technical proficiency with a case management system, call‑centre technology, and chatbot communication tools.
- Experience with call centre technologies is an asset.
- Experience in the medical or legal field is an asset.
Communication and Interpersonal Skills
- Ability to navigate and communicate with Indigenous parties and other relevant groups, including Indigenous elders, on Indigenous cultures, traditions and perspectives.
- The ability to speak an Indigenous language is an asset, but not mandatory.
- Effective communication via telephone, email, chatbot, and in person.
- Excellent interpersonal skills to explain WSIAT procedures and processes, provide reception services, and respond to questions.
- Demonstrated tact, diplomacy, and professionalism when dealing with clients, including those who may be distressed or aggressive.
- Knowledge of confidentiality requirements when discussing and releasing information.
Organizational and Analytical Skills
- Excellent organizational skills to manage high‑volume communications.
- Ability to work under pressure and respond promptly to inquiries.
- Strong analytical skills to determine the nature of inquiries and provide accurate first‑level responses.
Why Join Us?
This role supports an emerging program focused on improving access to justice for Indigenous peoples of Ontario and fostering culturally sensitive practices in the appeals process. In addition to regular customer service duties, you will support related Indigenous‑specific work as needed.
Equal Employment Opportunity
The Workplace Safety and Insurance Appeals Tribunal is an inclusive employer. Accommodation is available under the Ontario Human Rights Code.
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