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Overwhelmed and Understaffed: The Crisis at Manitoba’s WCB is a Nationwide Issue

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Nationwide Challenges and Rising Complex Claims Strain Manitoba’s WCB System

The Workers Compensation Board of Manitoba  is currently buried under a mountain of outstanding claims. With staff vacancies on the rise and increased workloads for those still on the job, it’s no surprise that service quality is taking a hit. And guess what? This isn’t just a Manitoba problem—Workers Compensation Boards across the country are feeling the strain.

The Current Situation

What’s going on at the WCB? In short: chaos. A longtime employee recently shared that the past 12 to 18 months have been the hardest of his career. High turnover, trouble hiring and keeping case-management workers, and new policies leading to more accepted claims are all part of the mess. He stressed that the workload is simply unmanageable right now, and it’s wearing everyone down. Imagine dealing with a 40% increase in your workload overnight. That’s what case managers at the WCB are facing. New hires need up to nine months of training, but with high turnover, there aren’t enough experienced hands to handle the flood of new claims. This means delays, frustrated claimants, and burnt-out staff.

Operational Challenges

The problems keep piling up. The quality of service is suffering because case workers are stretched so thin. High turnover means lots of newbies who need training, which adds to the workload. Plus, many injury claims are long-term and complex, making it tough to measure just how much more work everyone has.

Broader Trends and Complicating Factors

This isn’t just happening in Manitoba. Workers Compensation Boards all over the country are struggling with similar issues. An aging workforce, new policies accepting psychological injury claims, and a surge in PTSD claims among first responders are making things worse. Psychological injuries are tricky—they’re hard to adjudicate, treat, and manage, and recovery times are uncertain. Then there are long COVID claims, which complicate things even more. Add an overwhelmed healthcare system into the mix, and you’ve got a recipe for disaster.

Leadership Changes

As if things weren’t bad enough, the WCB is also dealing with leadership changes. Richard Deacon recently stepped down as CEO, and Catherine Skinner has taken over as interim CEO. Plus, board chair Michael Werier is leaving in May, and Dan Holland, vice president of compensation services, plans to retire later this year. These leadership shake-ups couldn’t come at a worse time.

External Perspectives

Union reps and the Manitoba Federation of Labour are sounding the alarm. Kevin Rebeck, president of the Manitoba Federation of Labour, says staff shortages and complex claims are big concerns. He pointed out that the WCB’s independence from government oversight is creating gaps in accountability and support, making it even harder to manage the current crisis.

Case in Point: Jackie Romans

The delays are hitting real people hard. Take Jackie Romans, for example. Her 80-year-old father-in-law has been waiting months for his hearing aid claim to be approved. An audiologist determined back in November that his hearing loss was work-related, but there’s been no progress on his file since January. Jackie’s follow-up calls have been met with the same frustrating response: “We’re backlogged, check back in a few weeks.” Meanwhile, her father-in-law’s quality of life is suffering.

The Final Analysis 

WCB Manitoba is in a tough spot. Staff shortages, increasing workloads, and leadership transitions are all contributing to significant delays and reduced service quality. And with broader issues like an aging workforce, psychological and long COVID claims, and an overburdened healthcare system, it’s clear these challenges won’t be easy to overcome. Addressing these problems is crucial to getting the WCB back on track and ensuring injured workers get the support they need.
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Picture of Ben Barfett

Ben Barfett

Ben Barfett, Principal and Consultant, has spent his life in the construction sector, specifically heavy civil, enviro, commercial, and energy. Having held senior roles in business development, technical advisory, and regional management, he earned his stripes in the field and in head office. Conscious of the interplay between commercial, legal, and execution aspects of construction, his business insights are informed by expertise in WCB policy and enhanced with disability-specific training.

Picture of Ben Barfett

Ben Barfett

Ben Barfett, Principal and Consultant, has spent his life in the construction sector, specifically heavy civil, enviro, commercial, and energy. Having held senior roles in business development, technical advisory, and regional management, he earned his stripes in the field and in head office. Conscious of the interplay between commercial, legal, and execution aspects of construction, his business insights are informed by expertise in WCB policy and enhanced with disability-specific training.

The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.

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