Response from WSIB President and CEO: Language and Cultural Advisors

December 5, 2023

 

 

Head office:

200 Front Street West
Toronto, Ontario, Canada M5V 3J1
1-800-387-0750 | TTY 1-800-387-0050 wsib.ca

 

Gregory A. Lick
100 Rue Metcalfe Street
12^th Floor
Ottawa, ON, K1P 5M1

 

Dear Gregory A. Lick,

Re: Response to your November 20, 2023, correspondence.

Thank you for your letter of November 20, 2023. I have been asked by our President & CEO, Jeffery Lang, to review your correspondence and provide a response.

As the Ombudsman for the National Defence and Canadian Armed Forces, I understand you are inquiring on the decision review statuses on a group of claims for Language Cultural Advisors (LCAs).

As the Director in the Mental Stress Injuries Program that has oversight into the initial entitlement adjudication of psychological injuries, I confirm that in May 2023, we had committed to re-reviewing all prior decisions for these LCAs made at the operating level. Currently 16 out of 17 claims have been reviewed and the outcomes of these reviews have been provided to these individuals and their legal representative. These decisions were communicated between October 2 to 13, 2023 both verbally and in writing.

There remains one claim under review at the operating level, that required further information pending a medical assessment. We continue to be in contact with the LCA, as we progress through this assessment, including updating them on the status of their claim.

In addition to the 17, there are 2 additional claims with decisions rendered at the Appeals Services Division (ASD). As the ASD is considered the final decision of the WSIB, my team at the operating level does not have jurisdiction to review these claims. However, I can confirm that at this time they are currently under review with the Appeals division. 

While we strived to have completed these reviews as quickly as possible, new information was brought forward through clarifying statements provided by the LCAs. From these statements, further evidence was required to be obtained from an external party that was paramount in ensuring the fairness and integrity of the adjudicative process. 

I apologize for the length of time taken for these reviews and the feelings of stress experienced by these LCAs during this process. Your feedback is imperative and will assist us in providing the best customer experience in the future, under these unique circumstances. 

I hope this information is of some assistance to you, should you have further questions, please feel free to contact me directly at ###-###-####.

Yours very truly, 

 

Jennifer Cheung, Director

Mental Stress Injuries Program