Measuring what matters is key to excellent service and continuous improvement. We collaborate with workers and employers to develop customized care plans that meet their unique needs and enable a successful return to work. We measure these critical milestones to ensure our efforts make their journey smoother and simpler.
Make quick decisions and timely payments
Dealing with a workplace injury is challenging enough without having to worry about how to pay the bills. We’re committed to starting claims on the right track so injured workers can focus on what matters most—their recovery. That’s why our priority is to make claim decisions and issue wage replacement benefits as quickly as possible.
In 2023 our goal was to issue wage-loss benefits to at least 83% of workers within 14 days of registering their claim.
Keep workers engaged with work
For workers experiencing a disabling injury, modified work helps them stay connected to their job and colleagues while performing meaningful work. However, for about a quarter of the workers with a disabling injury, the severity and complexity of their injuries means they are not yet fit to return to their job after the first month. While modified work may not be suitable for all of these individuals given the nature of their injury, we know that a safe and timely return to work has a positive impact on a worker’s overall health and well-being. To support these individuals, we do everything we can to find ways for them to return safely to their employer during their recovery.
We set out to negotiate a safe, modified-work option for at least 31% of workers with complex cases (greater than 30 days) when they became fit to perform light duties.
Reduce prolonged disability
The longer an injured worker remains off work, the less likely they will ever return. This is why we do everything we can to help workers recover safely and return to their work and lives. We partner with workers, employers and service providers to make sure workers get important medical treatment and support to help them recover as early as possible. Through consultation and collaboration, we create customized plans to help workers stay connected to their job and achieve the best possible recovery.
Our goal was to return at least 85% of workers to work (including modified work) within four months of their illness or injury. We exceeded this commitment by teaming up with our clients and partners.
Find realistic and accessible jobs
A serious injury can prevent a worker from returning to their job, but it doesn’t need to stop them from contributing their experience to meaningful work. Timely and effective re-employment services give workers the confidence and support they need to build new skills or transfer existing skills into new job opportunities. From coaching and job-search support to our innovative training-on-the-job program, we’re helping workers achieve renewed success.
Last year we set a target to provide a job placement or at least one viable job-lead to 85% of workers who required re-employment assistance.
Work together towards success
We know the workers’ compensation system is strongest when workers and employers feel empowered to participate fully in their claim or account. We strive to achieve this by focusing on timely communication that is transparent, respectful and actively engages both workers and employers throughout their experience with us. Each year we survey 1,600 workers and 1,600 employers to get feedback on how we are doing.
In 2023 we committed to ensuring at least 85% of workers and employers were satisfied with the timeliness, transparency and respect they received from WCB.
