case manager

customer service representative

specialist

nurse consultant

manager

Workplace Safety and Insurance Board

In a typical day at work our team meeting starts at 9 am - 9:15 am every Tuesday and Thursday. Other days we start our work at 9 am which was scheduled to us. Daily Defect Analysis meeting which was conducted by QA Team at 11 am - 11:30 am. Then lunch hours 12 - 12:30 pm. At 2 am - 2: 30 am walk through and progress report meeting. Sometimes we have defect fix and business stakeholders meeting. At 4 pm we have to submit individual job progress daily basis for reporting which release daily at 5 pm.

I learned communication and collaboration within team and outside team i.e. vendors, client and stakeholders. I learned how to write confidential email and normal email to protect and maintain privacy and security which is very important now a days. Obviously, we have to learn company policies and its dos and don'ts.

Management- In this particular project I found weak headed management staffs. Some of them are not so technically sound.
From day 1 starting from requirement gathering initiation till the end o product release and maintenance (SDLC) our team found lots of gap. During execution we found severe defects and our always target to bridge those gaps to minimize management hind falls or loop holes. So that at the end of the day the product goes green before launch before release.

Workplace Culture - It is public sector unionized company. The full timer permanent staffs has authority and provisions to take holidays every fortnightly. Work ethics and work culture was not so prominent or bold as we have in corporate environment.

Hardest part - To adjust our feeling and work ethics accordingly with our client. Sometimes it was hard to adjust with non-technical full timer staffs who were hold their positions more than 25+ years almost in same role.

Enjoyable Part of the job - When we meet together (all TCSers) to celebrate birthday party or achievements in Lunch room or in meeting room.

toxic place to work with unrealistic work targets. they act like they care about customer experience, but with the volumes of work on your desk, all they care about is quantity over quality in every front line quality facing role. it's always about hitting targets, and if you can't, prepare to be let go during probation. they will work you like a slave, and continuously berate you if for one day you fail to meet the goals. case management is BEYOND out of control. case load is not manageable, and the job is essentially spent 24/7 on the phone. calling and begging people to go back to work, it is full of clients berating you, talking down to you and abusing you over the phone. make or break is the manager you are assigned. many love to micromanage and constantly criticize your work even if you are hitting targets. conflict among co-workers and different roles, as many are trying to pass the workload off to others rather than do it themselves. chronnically understaffed due to poor planning. many people on stress leave, retirements not adequately replaced with new staff so you continue to be bombarded with work from the desks of others. HIGH turnover rates in jobs like eligibility adjudicator and case management, because many internal candidates leave to go back to their comfortable lower level jobs because of the job security provided by the union. 

- Very comfortable, relaxed environment with flexible work arrangements, if necessary.
- Numerous opportunities for advancement and education (through lunch and learn sessions, mandated training, skills upgrading sessions, etc.).
- Access to a fully stocked library
- Excellent benefits package, including wellness promotion (work/life balance).
- Understanding, open-minded management willing to listen, learn, and implement employee ideas for productivity improvements.
- Co-workers willing to embrace newer employees with ease in order to lessen their ramp-up time so as to fulfill the team's capabilities.
- I learned quite a bit about the government side of the insurance industry, especially concerning Labour Market Re-entry.
- Hardest part of the job was understanding all the moving parts regarding the life of a claim, and how each area interacts with the others. Understanding the numerous acronyms used was also a daunting task.
- Most enjoyable was the hands off approach afforded each analyst to complete their tasks by due deadlines and the inner satisfaction of assisting others who felt no qualms about asking for help on particular projects, as well as management's willingness to listen and entertain newer ideas.

A typical day at work would be that I'd be filling in insurance claims so that they are ready to be prepped and ready to be filed. I also would sort out the mailing that the insurance claims are ready to be sent off. What I learnt on the job is how insurance claims are filled and organized. I was only shown once how it was all done and it was easy to be left alone completing the files. My co-workers were great, they were extremely friendly and always came by to see how I was coping and offered help if needed. There is a friendly environment working with other co-workers in the office. When there were times when I would finish a task early, I would ask my co-workers if they needed anything done which I would do for them with no complaints. This I found built up more friendship and trust with my other co-workers. There is nothing I can really say what the hardest part of the job would be because it was all relatively straight forward. The most enjoyable part of the job is working with great co-worker. Tasks that were given were fairly straightforward and if I needed help there were numerous co-workers I could ask and they wouldn't have a problem with it.

I get to work no later than 8:30 am.  I check my email and voice message to make sure I don't have important issues to deal with.  If I am not working on anything from the previous day I go over to the "in bin" and pick up tasks to be completed for the day. Review accounts and contact clients regarding their pension plan.

I respond to enquiries from clients, their representatives and WSIB staff by explaining the rationale for any decision.  

Prepare my monthly status updates to managers and co-workers. Before the end of the day I review all my tasks make sure nothing is left unattended.  I priotize my duties for the following day.  Check my agenda to make sure I am prepared for meetings the next day.
There are times I was working on my own and times when I was working as part of a team. My day ends at 4:30 p.m., however my day ends later if stuff needs to be done.

The hardest part of the job was learning the systems, however once I became familiar with it, it was easy.  The most enjoyable part of the job was learning new challenges and achieving my goals.

The salaries are attractive, the caseloads are ridiculously high and management's attitude is "that's why we pay you the big bucks." 
The benefits have been reducing over the years as the employer's standards change.  
Your time at your desk is clocked, your work on the computer is monitored as well as your phone calls.  
I have worked there in different capacities.  As an Adjudicator/Case Manager, I managed a caseload. It was an ongoing challenge, a balancing act: non-stop phone calls, reviews and enquiries, action plans, decision memos and letters.  Customer service is top priority. 
In class training was excellent and the job helped me to develop excellent skills that take me through life as well.  However, it was my colleagues who got me through the work day.  But now, staff morale is diminishing as the environment becomes more stressful and that level of support is no longer there, not from management, nor from colleagues.



      I'm writing this to warn people that this workplace is very toxic. There's a reason why they are always advertising for the role of case manager.  They told new hires that they have a high turnover rate. High turnover rate is never a good sign at a company. They need to be transparent and let new hires know that they must pass the 9 month probationary period. You are not formally hired until you pass 9 months of probation.
      A major component of moving along in the trial period is that you must pass practicum.  However, passing practicum is determined by whether your trainer likes you and not necessarily based on your skill level.  If your trainer doesn't like you they will fail you.  There was a lot of inconsistencies with the training. Which is very frustrating when you are told different information from multiple people. No accommodations are made when you bring these issues up.  Yes, the money is great but the work culture is toxic along with management.

WSIB was an excellent place to work and as an event / conference coordinator, and I was given a spacious desk and the freedom to work independently. Each day I would provide client services to injured workers by organizing the conferences which would decide the benefits that would be given to their insurance claims.
Excellent communication skills were needed to perform the duties
of this role and I thought I did an excellent job.
The logistics of each event and the research of venues were always a task I enjoyed.   I certainly learned how to plan and manage my time efficiently and what questions to ask when planning events and activities.  My co-workers were friendly and approachable and I enjoyed working with them.
This experience was very valuable and beneficial to my career goal and will be an asset to this position as an Activities Coordinator.

adjudication of workplace accident/injury claims. 
Managing a multi-disciplinary staff of caseworkers, nurses and adjudicators. 
Writing, planning and budget forecasting and goal setting.
Policy review and corporate training. 
Public speaking and conference planning.
Most enjoyed the collaborative and cohesive team environment. 
Most disliked inadequate recognition of good work performance and inpossible workloads and time management expectations. Resources were simply not provided to allow for a more relaxed and productive work environment. Staff were feeling the pressure to meet unrealistic goals. I also did not like attending meetings which accomplished very little, if anything at all, and were not worth the time invested in attending them.

Do not give up your job for case management position. Not worth it!!!!!!evenforthe money they offer. Why you ask? Unrealistic amount of work. Unrealistic expectations by managers. Training provided was theory based , self directed learning. not useful in actually handling the claim.  There is a 7 month probation period where most staff either quit or were told they do not meet the unrealistic expectations….and your let go. When a company tells their employees they have 100% Psychological coverage it’s a Red flag!!!!!!!  Run don’t walk  and find a better employer who doesn’t treat you like a number. Most  staff don’t stay if they make it beyond probation and little to no promotion. 

Top Job Titles	Average salary
Case manager 14 salaries reported	$101,376 per year
Customer service representative 9 salaries reported	$52,778 per year
Specialist 4 salaries reported	$76,587 per year
Nurse consultant 16 salaries reported	$106,274 per year
Manager 3 salaries reported	$115,000 per year

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