Overview
Customer Service Representative – Indigenous Special Program Jobs in Toronto at Workplace Safety and Insurance Appeals Tribunal
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Customer Service Representative – Indigenous Special Program
*Indicates the salary listed as per the OPSEU Collective Agreement.
This position is designated as a Special Program under Section 14 of the Ontario Human Rights Code. It is intended to support the WSIAT’s Truth and Reconciliation commitments and to address the underrepresentation of Indigenous peoples in the Ontario public service.
As such, this opportunity is open only to qualified individuals who self-identify as Indigenous (First Nations, Métis, and/or Inuit). As part of the application process, candidates will be asked to complete a self-identification attestation confirming their Indigenous identity. This information is collected only to confirm eligibility for the special program. It will be kept confidential, accessed only by staff who need it for this purpose, and handled in accordance with Ontario’s privacy law, the Freedom of Information and Protection of Privacy Act (FIPPA).
The WSIAT recognizes the diversity of Indigenous identities and experiences and is committed to ensuring that any identity confirmation processes are culturally respectful, and trauma informed. Questions about the collection, use, retention and disclosure of information can be directed to the WSIAT Freedom of Information and Privacy Coordinator.
About the job
The majority of day-to-day work will involve standard customer service and call-centre duties supporting all parties in English, with additional responsibilities related to Indigenous-specific support, as required.
As a first point of contact at the WSIAT, 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.
- Where possible, sharing insights to support practices that respect Indigenous cultures, traditions and perspectives.
- Answering and directing large 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. The program is being developed through consultation and is still in progress. The successful candidate will support work that fosters respectful and inclusive spaces.
As this is a new and evolving role, flexibility and comfort working with changing processes will be important.
What you bring to the team
Knowledge and Experience:
- Knowledge of Indigenous cultures, traditions, and lived experiences which may be gained through lived experience, community involvement, or other forms of learning.
- General knowledge of the Workplace Safety and Insurance Act, 1997, or ability to acquire this knowledge.
- Knowledge of WSIAT processes and procedures, or ability to acquire this knowledge.
- Technical proficiency to work effectively in 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 parties or groups, including Indigenous elders, on Indigenous cultures, traditions and perspectives.
- The ability to speak an Indigenous language is an asset, but not mandatory for this role.
- Ability to communicate effectively 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, the position includes supporting related Indigenous specific work as needed.
How to Apply:
For INTERNAL WSIAT candidates, please follow these directions:
1. Please log onto your ADP account and select Myself>Talent>Career Centre.
2. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job. Please include a copy of your transcript with your application.
3. If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially, [email protected]. Recruitment staff will contact you within 48 hours.
For EXTERNAL candidates, please follow these directions:
1. Please submit your resume and cover letter through our online WSIAT Career Centre
2. Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, please show how you demonstrated the requirements for this job. Please include a copy of your transcript with your application.
3. If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially, at [email protected]. Recruitment staff will contact you within 48 hours.
4. 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.
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.
Your personal information is being collected and will be used to determine your qualifications for employment with the Workplace Safety and Insurance Appeals Tribunal (WSIAT). The WSIAT Career Centre is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25 and this collection of personal information is necessary to the proper administration of OPS Careers.
Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting. If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us.
Don’t meet every qualification?
If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
How we support diversity, inclusion and accessibility
We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.
Our hiring process is accessible, consistent with Ontario’s Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion.
The Workplace Safety and Insurance Appeals Tribunal is an inclusive employer. Accommodation is available under the Ontario Human Rights Code.
Additional information:
- 1 English Permanent – Full Time, 505 University Ave, Toronto, Toronto Region
Note:
- This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.
How to apply:
- You must submit your application using only one of the methods identified below.
- Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
- Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
- Be sure to quote the Job ID number for this position.
- OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
Send application to:
Please see instructions above
Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you’ll also need to pass a French-language proficiency test.
Exigences en matière de langue et évaluation:
Toutes les offres d’emploi externes de la fonction publique de l’Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d’emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d’affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee’s exit will be considered prior to an offer of employment.
Information collection notice
We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25.
Please do not include any more personal information than is needed for your application (for example, do not include your photograph or social insurance number).
If you have any questions about how your information is collected, used, shared or saved, please contact us.
Strengthening Ontario, together
Title: Customer Service Representative – Indigenous Special Program
Company: Workplace Safety and Insurance Appeals Tribunal
Location: Toronto
