< PreviousBy statute, the Board of Directors consists of 10 members appointed by the Government of Manitoba after consultation with employers, labour and the public. The tripartite representation includes a neutral Board Chairperson, three representatives of employers, three representatives of workers and three representatives of the public interest. The President and CEO is a non-voting member of the Board. As stewards of the compensation system, the Board of Directors plans for its future. The Board of Directors sets the WCB’s strategic direction; makes policies about compensation, rehabilitation, assessment, prevention and investment of the funds within the investment portfolio; and monitors progress in these areas. Audit Committee External Member – Donald SobkowFinance CommitteeInvestment Committee External Members – Bob Darling, Brad Peacock and Cathy RollandPolicy, Planning, Governance and Service CommitteePrevention Committee External Members – Dave Dyson, Assistant Deputy Minister, Growth, Enterprise and Trade; Rick Farley; Dennis Nikkel, Chief Prevention Officer The Chairperson of the Board of Directors is a member of all committees. The President and CEO is an ex-officio member of all committees.For a description of the responsibilities of each committee, see the Terms of Reference available at www.wcb.mb.ca/board-and-executive. OUR BOARD OF DIRECTORS AND BOARD COMMITTEES Representatives of the public interest:Peter DyckJan SchubertColleen SeymourMichael D. Werier, ChairpersonWinston Maharaj, President and CEORepresentatives of employers:Chris LorencJane MacKayYvette MilnerRepresentatives of workers:Jean-Guy BourgeoisSylvia FarleyRob Labossiere10 2016 WCB ANNUAL REPORTOUR LEADERS – EXECUTIVE MANAGEMENT COMMITTEEOur Executive Management Committee oversees the strategic direction of the WCB and leads a diverse group of employees who fulfill the WCB’s vision of being A trusted partner, insuring today and building a safer tomorrow.(standing left to right): Darren Oryniak, Vice President, Compensation Services; Winston Maharaj, President and CEO; David Scott, Vice President, Human Resources and Strategy(seated left to right): Lorena Trann, Chief Financial Officer, Finance and Administrative Services; Stu Charles, Chief Information Officer; Renzo Borgesa, Vice President, Assessments, Innovation and Technology; Warren Preece, Director, Communications; Jamie Hall, Chief Operating Officer, SAFE Work Manitoba; Lori Ferguson Sain, General Counsel and Vice President, Compliance and Corporate Services2016 WCB ANNUAL REPORT 11Photos courtesy of Archives of Manitoba.CLAIMS PAID WITHIN 14 DAYS OF INJURY70%TARGET65%RESULT80%74%*TARGETRESULT* IN 2016, THE WCB REVISED ITS SURVEY QUESTIONS TO BETTER GAUGE THE RESULTS OF ITS EFFORTS TO IMPROVE CUSTOMER SATISFACTION AND RETURN TO WORK PRACTICES.WORKER SATISFACTION WITH WCB SUPPORT FOR RETURN TO WORK EMPLOYERS AND INJURED WORKERS LIKELY TO SPEAK POSITIVELY ABOUT THE WCB80%TARGET80%TARGET72%WORKER RESULT79%EMPLOYER RESULTFor a five year historical trend, see page 24.12 2016 WCB ANNUAL REPORTWith 100 years experience, we continue to help injured workers by providing compassionate and caring service in a timely manner. In 2016, our Claim Service Centre was fully operational with staff trained and authorized to approve medical expenses and the payment turnaround shortened significantly for both injured workers and healthcare providers. Even though our efforts so far have been well-received, we are committed to continual service enhancements so that we will exceed our customers’ expectations. For claims management, the training and implementation of best practices continues to see great strides in a number of benchmark areas, especially return to work. For small employers, the change has been the most noticeable. As an organization, we are using our expertise to help guide small employers and injured workers through the process, which benefits all parties in a safe and timely return to work. For large and medium employers, a dedicated return to work team provides training and consulting services to develop or enhance a return to work program. 2016 was the first full year of operations and over 80 employers benefited from personalized consultation. In 2016, the WCB completed a review that examined all the touch points an employer experiences when dealing with the WCB. This exercise helped determine where our service met expectations and where we could still improve. It resulted in a number of recommendations, including technology upgrades and the desire for personalized service. We identified employers’ preferences and service expectations and developed six employer profiles that represent their diverse needs. Staff training was developed so that staff can better understand and anticipate the varied needs of employers. Combined with the learnings from a similar exercise we conducted with injured workers, we are making several enhancements to our customer service programs.Work on online services continues to be a priority as more and more customers choose the convenience of technology to receive service from the WCB. In 2016, over 50 per cent of employers used the online payroll reporting application, an increase of 51 per cent from the previous year. The WCB also introduced “Live Chat,” a new application on the SAFE Work Manitoba website which allows customers the option to use the chat service to contact us during regular business hours. Customers who have responded to the optional online survey following the chat session have commented on the exemplary assistance received. We also upgraded our online security infrastructure to provide enhanced flexibility and security for current and upcoming online services. These upgrades include a single user ID and password to access multiple online services, new self-serve capabilities as well as a centralized online services application menu.EMPLOYER RESULT72%72%TARGET80%OUR CUSTOMERSCUSTOMER SATISFACTION*INJURED WORKER RESULT* For a five year historical trend, see page 24.2016 WCB ANNUAL REPORT 13OUR SYSTEMRESULT145.9%RESERVES AND FUNDINGFunding Ratio130%After a century of serving Manitobans, we continue to be thoughtful and prudent in our stewardship of the workers compensation system. Our commitment has us enjoying a strong financial position that ensures workers and employers continue to benefit from our prevention, compensation and return to work services. In 2016, we achieved an operating surplus of $41.7 million after lowering the average assessment rate to $1.25 ($1.30 in 2015). We continue to have one of the lowest assessment rates in Canada. Our funded position is now 145.9 per cent (143.3 per cent in 2015).In 2016, significant work went into implementing our new assessment rate model. Based on feedback that was gathered through consultation with stakeholders, we are phasing in changes to create a system that is more fair, balanced and responsive to the unique needs of different-sized employers. We introduced changes in 2016 to help decrease rate volatility by capping how much rates can move upwards or downwards. We also narrowed the ranges in which rates are able to move above or below their category average. This will help to increase collective liability and provide more protection, especially for small and medium employers who might otherwise experience sharp rate increases due to single high-cost claims. Changes have been communicated to employers and stakeholders through a new user-friendly video, website content, newsletters and brochures. The WCB will continue to phase in further changes until our new rate model is fully implemented in 2020. In 2016, the Government of Manitoba announced a review of The Workers Compensation Act to ensure it meets the needs of Manitoba employers and workers now and into the future. The WCB began work on supporting the government-appointed committee by providing administrative and technical assistance to help the committee meet its mandate, which began with a 90-day public consultation. The WCB also identified potential legislative amendments of a technical nature that will be submitted to the committee for their consideration.Having employers and workers understand their rights and responsibilities ensures that a strong and responsive compensation system is here for those who need it. Our Compliance Services team continued to focus on educating both employers and workers to ensure that they understand their rights and comply with their responsibilities under the law. The goal of the program is not to apply penalties but rather change behaviour. In some cases penalties must be applied where education alone is insufficient to address breaches of the Act or change future behaviour. These administrative penalties are publicly posted on the WCB’s website.The WCB also implemented policies and procedures to deal with Post-Traumatic Stress Disorder (PTSD) claims. As of January 1, 2016, if a worker in Manitoba is exposed to certain types of traumatic events and is diagnosed by a medical professional with PTSD, the WCB can presume the PTSD is caused by the worker’s employment, unless the contrary is proven. The discussion around PTSD and workplace stressors has increased the public’s knowledge of mental health issues. In 2016, the WCB saw an increase in the number of psychological claims and with policies and procedures in place, claims are handled in a timely manner. Within the Compensation Services division, work began on enhancing the quality assurance program to ensure best practices are adhered to and to identify gaps in training. It is one of many initiatives underway to ensure continuous improvements in claims management.TARGETFor a five year historical trend, see page 24.14 2016 WCB ANNUAL REPORTPhoto courtesy of Archives of Manitoba.CLAIM DURATION*Average Days Paid31TARGET32.5RESULT76%REVIEW OFFICE RECONSIDERATION*Adjudication Decisions ConfirmedWHERE DOES THE MONEY GO? 30% administration64% injured worker benefits 60% claim costs 4% future claim costsProv of MB Workplace Safety and Health Department and Appeal Commission funding4%2% SAFE Work Manitoba*For a five year historical trend, see pages 24 and 25.DAYS OR LESS2016 WCB ANNUAL REPORT 15Photos courtesy of United Way of Winnipeg.UNITED WAY DONATIONSTOTAL DONATIONS $232,420*For a five year historical trend, see page 25.STAFF CONTRIBUTIONS $116,210 PERCENTAGE OF WCB-COVERED PAYROLL SERVED BY AN INDUSTRY-BASED SAFETY PROGRAM*32%RESULT25%TARGETMANITOBANS WHO BELIEVE THE WCB MAKES A POSITIVE CONTRIBUTION TO THE PROVINCE* 72%RESULT70%TARGETCOMMUNITY PARTNERSHIPS PROMOTING STRATEGIC INITIATIVESAdditional information on our community relations program is available at wcb.mb.ca/wcb-community-relationsBENEFITS OF RETURN TO WORKWINNIPEG CHAMBER OF COMMERCEPREVENTIONSAFETY SERVICES MANITOBAYOUTH EDUCATIONSAFE WORKERS OF TOMORROW 16 2016 WCB ANNUAL REPORTOUR PARTNERSWorking together to strengthen the workers compensation system through collaboration and education, we rely on our partners to support return to work services and help build a safer Manitoba. Whether it is supporting tradeshows or participating in conferences led by partners such as the Construction Safety Association of Manitoba, the Manitoba Heavy Construction Association and Safety Services Manitoba, we strive to ensure these vital provincial organizations are engaged with the WCB. To that end, we introduced SAFE Work Compass, an online application which allows industry-based safety programs to log in and access their specific industry’s safety information. The portal offers industry-based safety programs a holistic view of their safety environment using information sourced from WCB data. Compass is critical to support the data needs of industry-based safety programs and prevention partners, including Workplace Safety and Health, as it provides them with the required information to enhance their prevention strategies. We also are proud to support diversity in the workplace and demonstrate this value in a number of ways, from sponsoring the Manitoba Aboriginal Youth Achievement Awards, to supporting the Aboriginal Business Education Partners at the University of Manitoba to working with Connect Employment Services, an organization that provides job search and other assistance for persons with intellectual disabilities. Manitoba’s healthcare providers are an important partner in the workers compensation system and our shared goal of returning injured workers to health and work. The WCB continued work on developing an electronic healthcare reporting and billing system to allow healthcare providers to submit the reports required for claim management. This technical solution will improve the timeliness and quality of healthcare reports our claims management staff need to help injured workers return to work in a timely and safe manner. In 2016, the WCB continued to implement its external outreach plan to enhance communication with stakeholders including employer organizations, industry associations and labour organizations such as the Manitoba Employers Council, the Manitoba Federation of Labour, the Manitoba Chambers of Commerce and the Winnipeg Chamber of Commerce. This comprehensive initiative enabled the WCB to engage and update stakeholders on a regular basis while having meaningful discussions on such topics as the new assessment rate model, PTSD presumptive legislation and the importance of returning workers to health and meaningful work. Another way we support our partners is through the Research and Workplace Innovation Program (RWIP), which earmarks $1 million per year to help keep Manitobans safe at work or recover and return to meaningful work as soon as it is safe to do so if they are injured on the job. Finally, while we celebrated 100 years of workers compensation in Manitoba, another agency that we are proud to support reached an important milestone as well in 2016. The United Way of Winnipeg marked 50 years of community building and our employee campaign reached new heights with staff contributions of $116,210, an 8.4 per cent increase over 2015 giving.2016 WCB ANNUAL REPORT 17OUR PEOPLE A lot can change in 100 years and our Executive Management Committee (EMC) aptly illustrated this at a town hall in early spring by highlighting key historic achievements and articulating future goals. For the first time, the EMC took to the road in late fall to meet with our Brandon team, with Thompson staff joining in by video conference, to give an update of where we are as an organization.In 2016, we undertook steps to advance continuous improvements by launching several training initiatives around privacy and cyber security and respect and ethics. Changes in Compensation Services required new training programs to educate staff on their new roles and responsibilities in addition to implementing training to support best practices. The new assessment rate model being rolled out also requires staff training throughout the organization so that staff are able to properly support and respond to our customers’ questions.Our innovative efforts continued as well with the innovation team introducing a number of automated processes that streamline administrative tasks and debuting instant messaging to provide additional communication channels for staff to use. As part of our commitment to fostering mental health and safety in the workplace, the WCB launched a number of initiatives to support this important organizational goal. From celebrating Mental Health Week to offering resiliency workshops to engaging leaders in specialized training, our support of mental health and wellness continues in many areas. Staff engagement and well-being are important at the WCB and in 2016 the WCB launched “WCB in the Community,” where staff volunteer to help various non-profit organizations and other initiatives in the community. Internally, the WCB continued to offer fitness classes, lunch ‘n’ learns, workshops, customer experience celebrations, corporate wellness challenges and holiday giving opportunities to foster a spirit of community and camaraderie.Our engagement efforts also include our physical workplace. In 2016, plans were completed that will see two floors at 333 Broadway completely refurbished over the next two years. Our new office space will be dynamic, refreshing and have collaborative workspaces that cater to the health, flexibility and well-being of staff. We will maximize natural light, open sight lines and choose furniture using ergonomic principles that will benefit staff. We are committed to using building materials that are environmentally sensitive when possible and creating a productive workplace with many different zones for solitary work and collaborative interactions.The WCB’s commitment to the physical and emotional well-being of our staff was an important factor in our being recognized for the sixth year in a row as one of Manitoba’s Top 25 Employers. This special designation recognizes the Manitoba employers that lead their industries in offering exceptional places to work. 18 2016 WCB ANNUAL REPORTPhotos courtesy of Elliott family.CUSTOMER FOCUS INDEXINNOVATION INDEXEMPLOYEE ENGAGEMENT68%81%TARGETRESULT69%TARGET60%RESULT65%69%RESULTTARGETFor a five year historical trend, see page 25.The targets above are based on industry average scores from comparable public sector organizations of a similar size and taken from the 2015 biennial WCB employee engagement survey.2016 WCB ANNUAL REPORT 19Next >