- Locations 200 Front St W, Toronto, ON, M5V 3L4, CA
- Apply Before 11/20/2026, 05:00 AM
- Job Schedule Full time

Job Description

Intake Analyst

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 robust asset.

Communication skills Excellent verbal communication skills, with the abil

📌 Intake Analyst (Canada)
🏢 Workplace Safety and Insurance Board
📍 Canada