Issue Resolution Officer

Overview

Do you have experience in conflict or complaint resolution and would like to develop and apply your analytical, communication, and problem-solving skills in a role that focuses on resolving issues? We are looking for an Issue Resolution Officer to join our Review Division and Issue Resolution Office who strive to be a source of assistance for individuals navigating their way through the workers' compensation system and to maintain a resourceful avenue for addressing concerns of workers, employers, and other stakeholders across the province.

In this role, you'll assess, investigate, and resolve complaints ensuring that the Workers Compensation Act, the Occupational Health and Safety Regulation, and various polices, practices, and procedures are applied fairly. If you have a background in mediation, administrative law, adjudication, counselling, or tribunal work, this challenging and rewarding role will appeal to you. It's an opportunity to develop innovative solutions while respecting law, policies, and procedures.

How you'll make a difference: You'll help ensure WorkSafeBC engages with B.C. workers, employers, and other stakeholders in a fair and consistent way.

Where you'll work

At WorkSafeBC, we offer a model that combines the convenience of working remotely with the dynamism of working in one of our offices, based on the operational needs of the position.

In this role, you'll work primarily from our Richmond office three days per week, with the flexibility to work from your home in B.C. two days per week or based on operational needs. Please note that you are expected to be working full-time onsite during the initial training period.

What you'll do

• Review and assess complaints regarding any instances of alleged unfairness in the application of the Workers Compensation Act, the Occupational Health and Safety Regulation, policy, practice and procedure
• Ensure procedural fairness by undertaking an impartial investigation to determine factual, legal, and service issues requiring resolution
• Interpret and apply law, policies, and practices related to the individual circumstances of each complaint
• Assess and identify remedies for complaint resolution that are consistent with law, policies, and procedures and communicate the appropriate steps to be taken
• Develop and maintain professional relationships with a number of internal and external stakeholders to facilitate and implement complaint resolution

Is this a good fit for you?

We're looking for someone who can:

• Communicate and effectively interact with people across different cultures and backgrounds in a warm and helpful manner while building rapport
• Interpret verbal and non-verbal behaviour to develop an accurate understanding of others' feelings, needs, values, and opinions; be sensitive and aware of differences and conflicts
• Take action in solving problems while exhibiting judgement and a realistic understanding of issues; use reason, even when dealing with emotional topics
• Frequently communicate with fragile and vulnerable complainants and ensure sensitive and appropriate responses are provided which address not only law and policy parameters but also the individual needs of each complainant
• Bring innovative thinking to an issue, while working within a prescribed framework

Your background and experience

• A university degree is required (master's degree or equivalent in a social science related program is preferred)
• Experience in conflict management, dispute resolution, mediation, or adjudication
• Experience evaluating information and applying law and policy to assist in determining an appropriate course of action
• Strong verbal and written communication skills to deliver information and decisions
• Highly developed empathic skills, self-awareness, and understanding of interpersonal issues
• Excellent problem-solving and decision-making skills
• Knowledge of workers' compensation law, policy, and procedures is an asset

We'll consider an equivalent combination of education and experience.

Important to know

Before we can finalize any offer of employment, you must:

• Successfully meet two different criminal record clearances; one of which meets the legal requirements under the Criminal Records Review Act to work with children and/or vulnerable adults
• Confirm you're legally entitled to work in Canada

WorkSafeBC's COVID-19 Employee Mandatory Vaccine Policy (the "Policy") is suspended effective January 9, 2023, however we reserve the right to re-implement it in response to changes in the public health landscape, including public health orders. We are committed to the protection, health, and safety of our employees and our Communicable Disease Prevention Program and related protocols remain in effect.

Who we are

At WorkSafeBC, we promote safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. We're honoured to serve the 2.49 million workers and 263,000 registered employers in our province.

What's it like to work at WorkSafeBC?

It's challenging, stimulating, and rewarding. Our positions offer diversity and opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important, and so are the people we do it for.

Our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflects the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self.

Learn more: Discover who we are .

Our benefits

As a member of our team, you'll have access to services and benefits that help you get the most out of work - and life. Along with a competitive salary, your total compensation package includes:

• Defined benefit pension plan that provides you with a lifetime monthly pension when you retire
• 4 weeks of vacation in your first year, with regular increases based on years of service
• Benefits package that includes customizable options for health care and dental benefits, additional days off, and a health care spending account
• Optional leave arrangements
• Development opportunities (tuition reimbursement, leadership development, and more)

Learn more: Find out what we offer .

Salary: $99,086 - $120,389 annually

Want to apply?

• Applications are welcomed immediately, however must be received no later than 4:30 p.m. PST on the closing date.
• Please note that we will be starting assessments prior to the closing date.

We encourage all qualified applicants to apply. If you require an accommodation in the assessment process, please email Recruitment Testing Accommodation (SM) when you submit your application.