CUSTOMER SERVICE REPRESENTATIVE – INDIGENOUS SPECIAL PROGRAM at The Workplace Safety and Insurance Appeals Tribunal

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

22 Sep, 26

Salary

34.75

Posted On

24 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Call Centre Operations, Indigenous Cultural Knowledge, Case Management Systems, Interpersonal Communication, Conflict Resolution, Administrative Support, Professionalism, Tact and Diplomacy, Confidentiality, Organizational Skills, Analytical Thinking

Industry

Legal Services

Description

Organization: Workplace Safety and Insurance Appeals Tribunal City: Toronto, ON Job Term: 1 Permanent Compensation Group: OPSEU Job Code: Office Administration 10 Salary Range: $29.53 - $34.75 per hour Hours of work: Minimum of 36 ¼ hours / week Language of Position(s): English Posting Status: Open 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. We are looking for a motivated professional to provide information services and administrative assistance in the WSIAT’s Call Centre. 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. What can I expect to do in this role? 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. How do I qualify for this role? 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. Additional Information: Address: 505 University Avenue, Toronto Posted on: June 24, 2026 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. 3. If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially, Recruitment@wsiat.ca [Recruitment@wsiat.ca] 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 [https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=51a67229-1346-4448-863e-d9637cc9109b&ccId=19000101_000001⟨=en_CA] 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. 3. If you require accommodation for a disability during any stage of the recruitment process, please notify us, confidentially, at Recruitment@wsiat.ca [Recruitment@wsiat.ca]. Recruitment staff will contact you within 48 hours. 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. Remember: The deadline to apply is July 08, 2026 11:59 pm EDT. Late applications will not be accepted. We thank you for your interest. Only those selected for further screening or an interview will be contacted. 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. The Workplace Safety and Insurance Appeals Tribunal is an inclusive employer. Accommodation is available under the Ontario Human Rights Code. All Ontario Public Service external job advertisements are posted in English and French. To confirm the language requirements of a job, check the "language of position" information at the top of each job ad. For all positions, candidates will be assessed in English, the business language of the Ontario Public Service. For English/French designated bilingual positions, candidates will also be assessed through a French-language proficiency testing. Toutes les offres d'emploi externes de la fonction publique de l'Ontario sont affichées en anglais et en français. Pour connaître les exigences linguistiques, vérifiez les renseignements sur la « langue du poste » figurant dans le haut de chaque offre d'emploi. Pour tous les postes, l'évaluation des candidates et candidats se fera en anglais, la langue usuelle de la fonction publique de l'Ontario. En ce qui concerne les postes désignés bilingues, la maîtrise du français des candidates et candidats sera également évaluée.

Responsibilities

Provide first-level customer service and administrative support via telephone, chatbot, and in-person for the WSIAT Call Centre. Deliver culturally appropriate navigation and support specifically for Indigenous parties within the appeals process.