Intake Analyst

Intake Analyst

Salary: N07 | $72,000 - $84,000

Location: Toronto (Simcoe Place) | This role requires the successful applicant to commit to an in-office work arrangement up to 5 days a week beginning in 2027.

Be the voice of fairness. Be the first step toward resolution.

At the Fair Practices Commission (FPC), the ombudsman for the Workplace Safety and Insurance Board, every conversation has the power to make a difference. As an Intake Analyst, you will be the first point of contact for workers, employers, and service providers seeking support with complaints and inquiries. Your ability to listen, assess, guide, and respond with empathy will help shape positive experiences and support fair outcomes. In this role, you will help review concerns about the WSIB’s service through the lens of procedural fairness, also known as natural justice.

If you are a strong communicator, a thoughtful problem-solver, and someone who finds purpose in helping others through complex situations, this is your opportunity to build a meaningful career in a role that truly matters.

Why join the FPC

This is more than an intake role. It is an opportunity to join a team that values fairness, professionalism, compassion, and service excellence.

• Do work that matters
  At the FPC, your work has real impact. You will help people feel heard, understood, and supported while contributing to fair and effective complaint resolution.
• Be part of something bigger
  You will play an important role in strengthening trust, accountability, and transparency across the the WSIB system by helping identify concerns, clarify issues, and support appropriate next steps.
• Bring your whole self to work
  We value empathy, sound judgement, collaboration, and professionalism. You will join a team that supports one another, shares knowledge, and works together to deliver high-quality service.
• Help drive continuous improvement
  Your work will contribute to identifying trends, jurisdictional issues, and potential systemic concerns that can help improve processes and outcomes over time.

About the role

As an Intake Analyst, you will receive complaints and inquiries by phone, email, fax and mail. You will gather and assess information, capture the essence of concerns, identify jurisdictional matters and potential systemic issues, and explain the Commission’s role and mandate.

You will support early resolution by clarifying information, making referrals, escalating matters when appropriate, and helping determine the best next steps in the complaints resolution process. You will also help prioritize files for review by the Commissioner as potential cases for a Complaints Review Specialist or systemic review.

What you will do

• Lead the intake process
  Receive and manage complaints and inquiries in a timely and professional manner across multiple channels. Clarify concerns, confirm the issues being raised, gather relevant information. Review complaints through the lens of procedural fairness, or natural justice.
• Assess issues with care and insight
  Review each matter thoroughly to identify both presenting and underlying issues, determine what further inquiry may be needed, and assess the most appropriate path toward resolution.
• Provide guidance and technical information
  Explain the FPC’s mandate and processes, as well as relevant legislation, WSIB policy and practices. Help complainants understand the review and appeal options that may be available to them.
• Determine jurisdiction and next steps
  Assess whether a matter falls within the FPC’s jurisdiction. Where appropriate, refer matters to an FPC Complaints Review Specialist, the appeals process, or another agency, or begin straightforward reviews and preliminary inquiries.
• Manage case information with accuracy
  Prepare clear and concise complaint summaries, enter complete issue descriptions into case tracking software, manage workflow priorities, direct work to appropriate FPC staff, and prepare written correspondence as needed.

What you bring

- Education
Post-secondary education in a related field such as law, social work, social sciences, healthcare or public health. Equivalent combinations of education and relevant work experience may also be considered.

- Experience
A minimum of 2 years of experience in handling complaints: prior experience working within an ombuds office is considered a strong asset.

- Communication skills
Excellent verbal communication skills, with the ability to speak effectively with and de-escalate individuals who may be distressed or facing other challenges.

- Technical capability
Proficiency with computer systems, MS Office, and other software applications, along with strong keyboarding skills and the ability to prepare your own documents.

Key strengths for success

- Strong listening and analytical skills
- Sound judgement and decision-making ability
- Ability to identify underlying issues and assess jurisdictional concerns
- Strong organizational and time management skills
- Ability to manage competing priorities in a fast-paced environment
- Professional, empathetic, and client-centred approach

About the Workplace Safety and Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you’ll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact [email protected]. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential.

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at [email protected].

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at [email protected]. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.