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1. Resolve respectful communication issues
Adjust the call if the client is being disrespectful or uncollaborativeAs defined in the WCB-Alberta Client and Staff Collaboration on the WCB website.. Notify corporate security, if there are threats of harm toward self or staff, and refer to the 10-3 Critical incidents procedure. Restore respectful communication by: - Identifying disrespectful behaviour when it occurs.
- setting clear boundaries (e.g., on profanity, name calling).
- offering a chance for the client to change their behaviour and confirming mutual commitment to professional communication, and
- listening to concerns and working together on a solution.
If an agreement is reached, end this procedure. If disrespect continues, inform the client the discussion will end and follow up via email to arrange a respectful way forward. Debrief with the supervisor.
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Administrative tasks
Refer to WCB-Alberta Client and Staff Collaboration for uncollaborative behaviour descriptions. Document discussions and any abusive statements in a file note. Include the exact wording of any abusive or threatening statements. Email the client about next steps, including the option to designate a representative if needed. Send the appropriate representative form. Worker's Authorization of a Representative (C622) Dependent Spouse or Partner's Authorization of a Representative (C622W) Employer's Authorization of a Representative (C966)
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2. Develop a plan to restore a working relationship
During the debrief with the supervisor, discuss concerns and whether they relate to a decision or customer service issue. Develop a plan with the supervisor for the next steps restore respectful communication. Prepare an agenda for follow-up discussions, possibly involving the supervisor.
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3. Contact the client and agree to a respectful communication plan
Call the client at the scheduled time to re-establish boundaries, and clarify roles. Address client service concerns or entitlement related concerns and review the Client Code of Conduct. Identify the previous communication preferences and options if uncollaborative behavior continues. Agree to a communication plan. When the client does not agree with the communication plan or continues to communicate disrespectfully, ask your supervisor for help to determine next steps. Draft a letter outlining the plan and obtain supervisor approval before sending it. The letter will include: - the clients concern(s) and what has been done to address this.
- The disrespectful or uncollaborative behaviour.
- the agreed upon communication plan and/or requirements for effective and collaborative communication moving forward.
- The next steps if the uncollaborative communication continues.
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Administrative tasks
Document the discussion in a file note. Include the exact wording of any abusive or threatening statements. Follow the 3-3 Duty to cooperate procedure if appropriate. Send the Worker's Authorization of a Representative (C622) Draft the Communication Recovery Plan (CL065F) letter and send to supervisor for review and approval.
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4. Request approval to modify the communication plan
If uncollaborative behaviour persists ask the supervisor to review the claim and consider additional steps including notifying the manager. If appropriate, the supervisor will contact the client to discuss behaviour and draft a letter confirming the communication plan if agreed upon. If the client does not agree, the supervisor will modify the plan and send a communication management plan letter. The letter will: - Identify the date of the last Communication Recovery Plan (CL065F) letter.
- Briefly describe the client's concern(s) and the steps taken to address this.
- Identify the uncollaborative communication/behaviour since the last letter.
- Describe the communication restrictions and why they are being implemented.
- State when the communication restrictions will be reviewed.
The supervisor will add the customer service communications alert and set a task to review the communication restriction after a specific period (initial review should be after one month).
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Administrative tasks
Update the eCO View Alerts screen. Refer to the internal eCO help page and resource library for information on communication alerts. Send the Communication Management Plan (CL065G) letter. If applicable, include the Worker's Authorization of a Representative (C622)
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5. Determine if the communication restriction can be removed
Review communication restrictions periodically or upon request. Send a communication reinstatement petition letter to the client for completion. The supervisor will review the claim to determine if the working relationship is on track. Before reinstating verbal communication, the supervisor will seek the client's verbal agreement to interact collaboratively and respectfully with WCB. The supervisor, in consultation with corporate security, if required, will inform the client of the outcome of the review using an appropriate method of communication, including a letter explaining the decision or outcome of the review and the reasons for it. If the outcome is to maintain or modify the restriction, the letter will: - Specify the nature of the restriction.
- Indicate when the restriction would be reviewed again.
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Administrative tasks
The decision maker/supervisor will document the details of the client's request to have communication reinstated in a file note (Communication). Send the appropriate letter and form: Document the outcome of the review to reinstatement communication in a file note (Communication). Send the appropriate letter: - Communication Restriction Ended (CL065D) letter
- Communication Restrictions Ongoing (CL065E) letter
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