< PreviousThis past year, the WCB and our Board of Directors finalized our new 2019-2023 strategic framework, which will guide our direction and vision for a safer Manitoba that fosters prevention and return to work. To support this new framework, we have also renewed our five-year prevention strategy and five-year Return to Work Roadmap.This new strategic framework will focus on four key priorities: Create a SAFE Work Culture, Enable Successful Return to Work, Deliver Excellent Service and Grow Our People. We have seen significant progress in making our province safer through our prevention division, SAFE Work Manitoba. A significant part of this progress is due to our collaboration with key partners in order to clarify roles, identify the unique and invaluable strengths each partner contributes to making our province safer, as well as setting the course and direction for the future of workplace safety in our province. In the past year, SAFE Work Manitoba continued to make our province safer for workers through its landmark programs SAFE Work Certified and the Prevention Rebate Program. Both of these programs have been instrumental in setting the provincial standard for safety and for rewarding and recognizing Manitoba employers for prioritizing their workers’ safety. Our focus on building a SAFE Work culture throughout our province is further complemented by our public awareness campaigns aimed to educate all Manitobans about the value of safe work. On the compensation side of our business, this past year we focused on finding new ways to innovate and deliver exceptional service to our customers. In 2019, we implemented best practices to improve the claims management process for all stakeholders. We made improvements to the Short Term Claims process, building on the successes achieved through best practices implemented in Case Management in 2018. We have worked with WCB staff to review and identify what works best in the processing and managing of claims, and from this we have implemented improvements to deliver greater consistency in helping injured workers get back to work safely and in a timelier manner. MESSAGE FROM THE PRESIDENT AND CEO10 | 2019 WCB ANNUAL REPORTOur goal as an organization is to always find new ways to deliver and improve service to customers. In 2019, we introduced Employer Insights, a new personalized online tool to help employers improve their return to work outcomes. Employer Insights provides employers with claims data to help them achieve a better understanding of what drives their claims results, as well as the ability to assess the effectiveness of their prevention efforts. By providing this data to employers, we believe we will empower them to better understand the WCB system and to take action to improve the health and safety of their workplaces.The WCB continues to demonstrate a strong commitment to sound financial management. Whether faced with market uncertainties or in times of prosperity and growth, the WCB continues to not only weather market fluctuations, but to also prosper and maintain healthy reserves through our strong financial position. This long-standing focus on prudent financial management allowed us to distribute $73 million in reserve surpluses back to Manitoba employers in 2019. The WCB also continues to deliver value to our customers by having the lowest rate in Canada. This is achieved through our commitment to financial stability, maintaining an unwavering focus on injury prevention and by working with partners such as industry-based safety programs (IBSPs) to lower injury rates and time loss claims across many industries throughout the province.For 2019, we continued to see an upward trend in our customer satisfaction results. From 2014 to 2019, we’ve seen an 11 per cent increase in injured workers’ satisfaction with the service they’ve received from Short Term Claims, and 12 per cent increase in Case Management. I believe we are seeing these improved satisfaction results because we have made the choice to prioritize our customers’ needs. We also understand that despite these achievements, our organization’s future success depends on our ability to adopt a culture of continuous improvement and innovation. All of these achievements and successes are made possible because of our dedicated and talented staff. They are at the forefront of leading our organization into the future and are our most important resource. The WCB is committed to investing in our employees’ growth and development through initiatives focused on education, training and professional development to enhance their knowledge, skills and competencies. We are also committed to safeguarding their health and wellbeing through initiatives such as our mental health strategy. This strategy includes educating all WCB employees and leaders about mental health in the workplace to break down stigma and create a psychologically safe and healthy workplace for all WCB employees. I’d like to take this opportunity to thank our staff for their unwavering commitment to innovation and for always delivering valued and compassionate service to our customers. You are providing an invaluable service to our province by helping Manitobans when they need us the most, while also helping to build a safer Manitoba. I’d also like to thank our Board of Directors for their direction and guidance this past year. Through this partnership, we will continue to do our part to create a safer Manitoba that fosters prevention and return to work in everything we do.Winston Maharaj President and CEOREDUCING EMPLOYER PREMIUMSAVERAGE ASSESSMENT RATE PER $100 OF ASSESSABLE PAYROLL2015 $1.302016 $1.252017 $1.102018 $0.952019 $0.952020 $0.952015 $1.302016 $1.252019 WCB ANNUAL REPORT | 11By statute, the Board of Directors consists of 10 members appointed by the Government of Manitoba after consultation with employers, workers 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 of Directors.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.Coloured dots denote committee membership. Michael Bereziak and Glenn Hildebrand will be appointed to a Board of Directors committee in 2020.Audit Committee External Member – Doug Einarson Finance CommitteeInvestment Committee External Members – Brad Peacock, Cathy Rolland and Nestor TheodorouGovernance CommitteePrevention Committee External Members – Neal Curry, Executive Director, Made Safe; Rick Farley; Dennis Nikkel, Chief Prevention Officer; Steven Spry, Assistant Deputy Minister, FinanceOUR BOARD OF DIRECTORS AND BOARD COMMITTEES The Chairperson of the Board of Directors and the President and CEO are members 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.Winston Maharaj, President and CEOMichael D. Werier, ChairpersonREPRESENTATIVES OF THE PUBLIC INTEREST:Glenn HildebrandPeter DyckElizabeth RobertsREPRESENTATIVES OF WORKERS:Sylvia FarleyJean-Guy BourgeoisMarc LafondRon KoslowskyMichael BereziakYvette MilnerREPRESENTATIVES OF EMPLOYERS:12 | 2019 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 A safer Manitoba that fosters prevention and return to work.Winston Maharaj President and CEOShannon Earle Vice President, Human Resources and StrategyRenzo Borgesa Vice President, Assessments, Innovation and TechnologyJamie Hall Chief Operating Officer, SAFE Work ManitobaCathy Skinner General Counsel and Vice President, Compliance and Corporate ServicesAndria McCaughan Chief Financial Officer, Finance and Administrative ServicesDarren Oryniak Vice President, Compensation Services2019 WCB ANNUAL REPORT | 13The WCB has introduced a new Return to Work Roadmap for 2019-2023 to help the organization improve the overall return to work experience for injured workers and their employers, as well as reduce days lost. Return to work initiatives are focused on applying best practices, innovation, and working with partners to help facilitate a safe and timely return to work, optimize workers’ recovery and prevent further injuries.In 2019, we completed work on a Short Term Claims best practices initiative, which reviewed the life cycle of claims and focused on standardizing practices and processes to ensure consistency in the customer service experience. The Short Term Claims best practices initiative followed the same framework used in the development of Case Management best practices, which has delivered excellent improvements and results for customers. After a successful pilot in late 2018, the WCB rolled out its e-health application to select Manitoba physiotherapy clinics. The e-health application gives physiotherapy service providers the ability to complete their WCB reporting and billing online. This new tool will allow for more timely return to work for injured workers, faster and more efficient payments to healthcare service providers, as well as better data for analysis.The WCB undertook a review of its claim systems in 2019 as the first steps in assessing functionality and to find opportunities to modernize. This initiative will be ongoing for the next several years and will help build the foundation for future technological needs of the Compensation Services division, and in turn help us continue to meet the evolving needs of our customers. ENABLE SUCCESSFUL RETURN TO WORK 2017 83%2015 63%2018 82%2019 84%2016 74%STRENGTHENING WCB SUPPORT FOR RETURN TO WORK WORKER SATISFACTION 14 | 2019 WCB ANNUAL REPORTRecognizing employers that do an exceptional job of helping workers return to meaningful and productive work is one way to promote the value of return to work practices in our province. For the second year, the WCB presented the WCB Return to Work Award as part of the Manitoba Chambers of Commerce’s annual Manitoba Business Awards, and this year’s recipient was Actionmarguerite for demonstrating leadership through its exceptional return to work programming. The WCB collaborated with the Manitoba Chambers of Commerce on the Return to Work & Mental Health Conference in the fall of 2019. This half-day conference hosted more than 120 H.R. and health and safety professionals who had the opportunity to participate in practical, thought-provoking presentations and learn about best practices from experts in the field of mental health and return to work.The WCB, along with CPHR Manitoba, Johnston Group and the Winnipeg Regional Health Authority, continued its partnership with the Winnipeg Chamber of Commerce to support their Healthy Workplaces initiative. This included promoting articles on return to work and prevention on the Winnipeg Chamber of Commerce’s website, as well as presenting at its Cannabis in the Workplace Conference.To meet the growing demand for return to work training, the WCB increased its capacity to provide training to employers in 2019. Return to work training focuses on the basic components and best practices that can help employers develop or enhance their return to work programs.OUR SYSTEM HELPS INJURED WORKERS RETURN TO HEALTH AND MEANINGFUL WORKTARGET63%201970%AFTER 10 DAYS92%2019TARGET95%AFTER 60 DAYS2019 WCB ANNUAL REPORT | 15Delivering excellent service means continually striving to improve our customers’ satisfaction with their WCB experience, while striving to find ways to improve accessibility.In 2019, the WCB introduced expanded hours for its Customer Service Centre (CSC). These expanded hours enable our customers to speak to a Claim Services Representative beyond regular business hours. Our enhanced Claims Service Center hours of service are now from 8:00 a.m. to 7:00 p.m. and allow customers to both report new claims and receive service for their existing claim needs.The WCB provided employers with redesigned annual rate statements in 2019 to enhance understanding of their rates and illustrate the value of WCB coverage. The redesigned statements include customized information tailored to meet employers’ individual needs. DELIVER EXCELLENT SERVICE with short term claimswith case managementENHANCING INJURED WORKER CUSTOMER SATISFACTION 201988%73%ENSURING PROMPT CUSTOMER SERVICE CLAIMS PAID WITHIN 14 DAYS OF INJURY70%TARGET73%201916 | 2019 WCB ANNUAL REPORTThe WCB continues to implement our multi-year program to modernize our rate model to be more fair and balanced. For 2019, all system changes related to the new rate model have been fully implemented for the 2020 assessment rates, and the WCB will continue to transition all employers to the new system over the next two years. For 2019, the average WCB rate held steady at $0.95, the lowest average rate in Canada.The WCB introduced Employer Insights, a new, personalized online tool to help Manitoba employers in their efforts to prevent injuries and improve return to work outcomes. This personalized online tool provides employers with their claims data and the ability to evaluate injury and return to work performance. Employer Insights is interactive, uses illustrative graphics to present employer-specific data and provides customers with a tool that can help them improve their organization’s health and safety outcomes.The WCB undertook a redesign of the Employer section on its website to provide more streamlined, step-by-step processes and information. This redesign recognizes that employers have different support needs and provides tailored information based on the employers’ business size.IMPROVING EMPLOYER CUSTOMER SATISFACTION2019 73%2018 75%2017 76%2016 72%2015 71%In 2019, 77 per cent of WCB employers reported their annual payroll online, up from 70 per cent in 2018. Online reporting is an easy and convenient way to submit payroll information to the WCB. This online reporting option can be done after-hours and on weekends, and provides more flexibility and choice to our customers looking for alternative methods for providing their payroll information every February.In 2019, the WCB returned $73 million back to employers through a surplus distribution, as we continue to be funded above our 130 per cent target ratio.FUNDING TARGET AND FUNDING LEVEL130%147%2019TARGET2019 WCB ANNUAL REPORT | 17Our goal as an organization is to attract, retain and develop our people to align with our evolving needs and to deliver excellent service to our customers. We plan to accomplish this goal through initiatives focused on engaging our employees, developing our leaders and fostering a culture of innovation throughout our organization.In 2019, the WCB continued to prioritize mental health awareness throughout our organization. Our efforts concentrated on leadership development, as well as training and initiatives for our staff. Our entire WCB leadership team has now completed the Workplace Mental Health Leadership™ Certificate Program. This course, offered in partnership with Morneau Shepell and Queens University, is designed to support the development of empathetic and solution-focused leadership skills when it comes to supporting mental health. The practical framework and leadership skills introduced in the program align with evidence-based and industry best practices, including the National Standard for Psychological Health and Safety in the Workplace.Our organizational goal to have all WCB employees complete our Mental Health Awareness course was achieved in 2019 with four sessions held throughout the year. Since 2016, when first introduced, the WCB has held a total of 28 sessions that have focused on the importance of identifying assumptions and stereotypes, recognizing stigma and its impacts, speaking up for change, developing self-care strategies and identifying mental health resources and supports.Increasing mental health awareness among our employees is one of the key elements of our commitment to fostering mental health and safety in the workplace. One organizational initiative to achieve this in the past year included recognizing the Canadian Mental Health Association’s Mental Health Week. The WCB participated and adopted the theme: Be Kind to your Mind - Mental Wellness at Work. Employees GROW OUR PEOPLESTAFF MILESTONE ANNIVERSARIES IN 2019employees celebrated 5 years of serviceemployees celebrated 15 years of serviceemployees celebrated 25 years of serviceemployees celebrated 35 years of serviceemployees celebrated 10 years of serviceemployees celebrated 20 years of serviceemployees celebrated 30 years of serviceemployees celebrated 40 years of service 18 | 2019 WCB ANNUAL REPORTthroughout the organization participated in activities that promoted positive mental health and brought awareness and the desire to reduce the stigma around mental illness.The development of our people leaders at the WCB is essential to achieving our organizational goals. In 2019, we helped our leaders develop skills through e-learning opportunities such as our Navigating Respect and Ethics at the WCB course. This course, completed by all WCB leaders, is designed to help strengthen our organizational culture with a focus on respect and ethics across all levels and departments.This past year, the WCB leadership group participated in the SAFE Work Manitoba course Supervisors and SAFE Work. This course, also offered to members of the public that supervise staff, helped educate leaders with direct reports on their role and obligations as supervisors when it comes to safety and health, and how they can influence safety culture in the workplace. As part of our continued commitment to privacy and IT security, all WCB staff completed an e-learning module on the topic of cyber security in 2019. The goal for this course was to raise general awareness and knowledge among WCB staff about their responsibilities concerning cyber security and the impact it has on privacy. The WCB completed Phase 1 of our Interior Renovation Project this past year. This included updating our physical spaces to allow for more collaboration, streamlining workflows, increasing natural lighting, improving training spaces and increasing our buildings’ mechanical efficiency. These updated spaces help create synergy among staff, and in turn helps us deliver exceptional service, and sets a standard for the future phases for space improvements.The WCB continues to meet our commitment to improve customer service through French Language Services (FLS). This included offering our employees French language courses facilitated by Université de Saint-Boniface to help expand their French language skills. These courses, offered to employees over their lunch hour, will strengthen this skillset within our organization and allow us to provide exceptional customer service to our French-speaking customers.One of the WCB’s core values is to provide a respectful and diverse workplace that is reflective of the diversity we see throughout our province, while also ensuring employee equity for every member of our staff. To help achieve this, our Joint Equity, Diversity and Inclusivity Committee this past year worked with our H.R. department to expand our community outreach and build partnerships with organizations that share our goal of promoting inclusivity and diversity such as Manitoba Start, Connect, AMIK and Manitoba Employment Equity Practitioners Association (MEEPA). The WCB is proud to be recognized as a Manitoba’s Top Employer in 2019. This is the ninth consecutive year that the WCB has been selected and recognized as a Manitoba employer that offers employees an exceptional place to work. Each year, we recognize and celebrate our employees for reaching long-service milestones and choosing to build their careers with the WCB. For 2019, our organization celebrated a total of 121 staff milestone anniversaries, with six individuals reaching an impressive 35 years of service and two reaching 40 years of service.OUR ANNUAL UNITED WAY CAMPAIGNStaff Contributions $128,301Total Donations $256,6022019 WCB ANNUAL REPORT | 19Next >