Manager, Language Accessibility

Workplace Safety and Insurance Board (WSIB)

The Workplace Safety and Insurance Board (WSIB) helps people overcome workplace injuries and illnesses and helps business owners make their workplaces safe and healthy. Our people are at the heart of what we do. Bring your enthusiasm and expertise to the WSIB, and we’ll help you achieve your personal and professional goals through meaningful work, development opportunities and a culture of compassion, integrity and teamwork.

We are the WSIB. And we’re here to help.

WSIB offices remain closed due to COVID-19. Our priority is the health and wellness of employees and the people of Ontario. As such, this position may involve working from home for all or poart of the duration of this position.

NOTE: This is a Bilingual (French Speaking) position.

Salary Grade: N08 / From: $90,780.94

Job Summary:

Assist the Director, Accessibility Office to ensure administration and compliance with the Workplace Safety and Insurance Act, French Language Services Act, Accessibility for Ontarians with Disabilities Act (AODA), Integrated Accessibility Standards Regulations (IASR), Web Content Accessibility Guidelines (WCAG).

Lead and manage the effective planning and delivery of high quality language accessibility services for the WSIB, encompassing the corporate French language program and multilingual services. Monitor and evaluate the effectiveness of the Board’s language accessibility programs to ensure the WSIB’s legislated obligations are being fulfilled. Conduct research to develop and implement a multilingual service strategy to serve vulnerable injured persons. Provide technical advice, legislative subject matter expertise, and direction to internal and external stakeholders such as (Senior leadership vendors, service providers and team members.) Monitor, evaluate and evolve work processes, individual and operational performance and identify opportunities for improvement, based on data analysis and evidence. Lead the development and implementation of restructuring, re-engineering of workflows, methods and processes. Develop and maintain a high level of communication linkages and relationships both internally with business partners, all levels of leadership, and externally with vendors and clients. Maintain and improve the intake portal of all Language Accessibility services requests. Maintain, update, and enhance WSIBs’ translation technology and data ensuring efficiency, cost-effectiveness, risk assessment and mitigation, and innovation.

Major Responsibilities:

Proactively manage the effective planning, control and delivery of the corporate Language Accessibility program which includes annual planning of projects and priorities, identifying resource requirements, allocating work, recruiting, establishing performance objectives, conducting performance reviews, performance management and providing technical expertise and guidance and feedback to staff.

  • Providing technical expertise and direction to staff when required, by Identifying and addressing blockers, inefficiencies and other issues to achieve effective service delivery.
  • Participating as a member of the Branch’s management team in the development of branch goals and objectives in support of divisional and corporate goals and objectives.
  • Service level management to ensure section consistently meets or exceeds enterprise service levels and targets

The program also includes monitoring the provision of quality bilingual services through designated bilingual positions at WSIB; the provision of French translations for all aspects of WSIB business; auditing the provision of French language services for quality control to ensure the WSIB meets its legal obligations in the Workplace Safety and Insurance Act, the French Language Services Act and the Accessibility for Ontarians with Disabilities Act.

  • Conduct quality reviews on completed work
  • Monitor continuous improvement of the programs and processes
  • Collect, investigate, follow-up on and resolve FLS-related complaints, and work with the Ministry of Francophone Affairs, the FLS Coordinator at the Ministry of Labour, and the Ombudsman’s Office to ensure prompt resolution of any issues, complaints and service gaps
  • Assess enterprise and business level risk relating to FLSA and potential impacts, mitigations and FLSA requirements in all WSIB projects and procurements that fall within the obligations of the FLSA
  • Participate as a member of the relevant Community of Practices provincially as well as related Councils

Monitor external trends analyze and advise on emerging technologies/best practices that can help the WSIB better provide language accessible services and/or better utilizing technology to enhance the experience for those who require interpretation and translation support.

Work with WSIB business areas (such as Operations, Employer Services, Appeals, Human Resources, etc.) to advise on required staffing and appropriate language skill-levels for frontline work, and develop/recommend tools for ongoing and up-to-date professional development options for WSIB’s French-speaking staff.

Participate in enterprise or cross-divisional projects and initiatives related to service/process improvements and technology changes. This includes: Lead, participate and/or implement initiatives surrounding various project streams.

  • Provide subject matter expertise and advice to project or procurement group and/or senior management.
  • Participate in Change Management, transition planning and implementation

Serve as official WSIB representative with the Ministry of the Francophone Affairs as the French Language Services Coordinator which includes, leading the collection and administrative investigation of FLS-related complaints and preparing responses to official public complaints received from this government body; participate in education workshops, conferences, and attend at inter-ministerial meetings such as the French Language Services Network.

Lead the RFP process/management of vendors providing interpretation/translation/ accessibility services. Oversee the provision of multilingual services at the WSIB by developing an SLA/KPI-based approach to managing the contracts of those external vendors. Ensure they adhere to their contractual obligations through a regular occurrence of operational/quality reviews and quarterly meetings.

Develop, administer, and monitor section’s operating budget including the annual bonus payment of the additional language premium and payment to identified bilingual employees, authorize expenditures within approved budget and report on variances from approved plan as required.

Represent the Director Accessibility Office internally and externally as assigned.

Perform other related duties and responsibilities as assigned or required


University Degree or an acceptable combination of education and experience


Minimum Level

  • 5 years management experience with a focus on language services and or accessibility
  • Experience in providing recommendations to clients and following-up on those recommendations
  • Experience in providing recommendations to senior management and following-up on those recommendations
  • Knowledge and understanding of FLSA ,AODA , IASR and related legislation
  • Knowledge and understanding of risk management principles
  • Advanced oral and written communication skills

Preferred Level

  • 5-7 years working directly in the delivery of a language services program that includes accessibility in a, provincial or municipal government department, agency, board, or commission
  • Experience in interpreting provincial legislation
  • Advanced knowledge and understanding of FLSA, AODA , IASR and related legislation
  • Knowledge and understanding of risk management principles
  • Knowledge and understanding of issues management and/or communications principles
  • Experience delivering training to audiences
  • Experience in providing customer service or recommendations to difficult clients or colleagues
  • complaints, appeals, and/or investigations
  • Experience with managing projects.

As a precondition of employment, the WSIB will require a prospective candidate to undergo a criminal records name check prior to or at any time following hire.

To apply

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

We appreciate the interest of all candidates. Due to the volumes of applications we receive, we are only able to contact candidates that are selected to move forward in the recruitment process. The WSIB is an equal opportunity employer.

The WSIB is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you are an individual with a disability and you need accommodation in order to apply for this position, please contact If you are invited to participate in the assessment process, please provide your accommodation needs at that time. Please be advised that you may be required to provide medical documentation to the WSIB’s Corporate Health Department so that appropriate accommodation can be provided to you throughout the recruitment process.

Employees of the WSIB have important ethical responsibilities, including the obligation to place the public interest above personal interests. Job applicants are therefore required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. These may include: political activity, directorship or other outside employment and certain personal relationships (e.g. with existing WSIB employees, clients and/or stakeholders). Please contact TAC if you have any questions about conflict of interest obligations and/ or how to make a disclosure.

Privacy Statement

Personal information will be collected from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997 and will be used by the Talent Acquisition Centre and WSIB hiring parties to assess/validate your qualifications and/or 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, contact the WSIB Privacy Office, 200 Front Street West, Toronto, ON, M5V 3J1 or 416-344-5323 or 1-800-387-0750 extension 5323. Be advised that information related to application status will not be provided.