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WSIB staffers decry chaos caused by ‘broken’ system that’s putting injured workers at risk

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Chronic understaffing, long wait times, and chaotic case management at Ontario’s workers’ compensation board are putting vulnerable accident victims at risk, compromising the integrity of the provincial compensation system, and jeopardizing financial accountability, according to the Workplace Safety and Insurance Board’s own employees.

Staff made the criticisms in response to a September blog post by WSIB president Tom Teahen, which solicited feedback on whether the board was making Ontario a safer place to work, improving recovery for injured workers, meeting customers’ needs and acting in a financially responsible manner.

On all four counts, the 60 responses obtained by the Star through a Freedom of Information request, show the answer was overwhelmingly no.

“Accident rates are going up while resolutions to (injured worker) claims are going down,” said one employee. “There are not enough people to process work and queues keep piling up, while people that are disabled from a workplace injury are waiting for someone to get back to them. I find that embarrassing.”

In another post, an employee complained they were “frustrated” by delays faced by injured workers calling the board for help, some of whom have post-traumatic stress disorder. The employee said call wait times could sometimes mount to 20 minutes — enough time for “somebody to give up and take their own life.”

“It is not unheard of that clients complain of waiting in excess of 30 minutes to reach the right person,” said another. “If you can’t help an injured worker who’s (sic) literal livelihood depends on the WSIB within a reasonable time frame, that’s an incredible shortfall.”

The September blog post came in the wake of a new service delivery model — rolled out in July at the board — which aims to make the compensation claim process more effective and “help people recover and return to work quicker.” The change came in response to rising claim duration and recovery times.

Under the new model, injury claims no longer have a dedicated case manager. Instead, callers go into a general pool and are triaged based on the complexity of the case. The idea is that complex claims get more focused attention from experienced staff, while uncontentious claims are processed more efficiently.

WSIB chief operating officer Brian Jarvis said in an interview with the Star last week that the new model experienced some early “bumps on the road,” but said statistics already show 95 per cent of injured workers are now receiving compensation decisions within 10 days, up from 89 per cent in May, and that 60 per cent were back on the job in days, up from 51 per cent.

“We’re trying to help the injured workers that come to us every day who need our help and need our support and we’re seeing examples of how we’re doing better recently than we were prior to making these changes,” he said.

“The improvements were really designed to get the right people getting the right claims at the right time,” he added, noting other positive new changes included giving workers an option to upload documents electronically rather than using fax or mail.

In response to Teahen’s September blog, some board employees expressed skepticism.

“I beg you to look beyond the stats to ask questions about what is not being captured,” said one. “To really listen to what many of us are saying to you on this blog and realize the system is putting some of these workers at risk of being lost within the system.”

Statistics obtained by the Star through its Freedom of Information request, which also sought all records pertaining to the new service delivery model, show average call wait times were up from 39 seconds in 2017 to almost two-and-a-half minutes in 2018. Jarvis said wait times are now under two minutes “on most days.”

Numerous employees complained that losing ownership over claim files meant they had to start from scratch each time an injured worker or an employer called them.

“As all of our telephone conversations are recorded, there is no reason senior management would not (be) able to hear the stress, fear, anger and uncertainty that front-line staff hear every day,” said one employee.

“I continue to see obscenely long claims durations (which, of course, is not financially responsible) and an inability to attend to every claim to provide the service each worker, employer or provider deserve.”

“Please do not add further chaos to an already broken model,” said another.

While numerous employees said there was a need for change at the board, the vast majority raised significant concerns about the new approach — and more importantly, the lack of staff available to make it work.

Staff are “burning out due to the unmanageable caseloads yet we are being told to ‘do more with less.’ Not sure how that is humanly possible, ” said one employee, while another called the number of empty desks due to stress leave “staggering.”

“This work environment not only adds undue stress, it is teetering on compromising my professional standards, which I am not OK with,” added one registered nurse at the board.

The records obtained by the Star show that there has been a 33 per cent increase in allowed lost-time injury claims between 2015 and 2018, from 51,500 to almost 70,000 projected claims this year. But despite this increased volume, the number of front-line staff at the board fell by 9 per cent over the same period. There are currently 785 case managers and adjudicators at the board, down from 815 in 2015.

“We are drowning,” said one employee in response to Teahen’s blog.

Harry Goslin, president of the Ontario Compensation Employees Union, said he has “continued to raise concerns about rising work volumes.”

“The WSIB on the other hand maintains the view that there is not a workload problem,” he told the Star.

As previously reported by the Star, a January poll conducted by the union found that 90 per cent of the 263 employees surveyed said work-related stress was impacting their personal lives and 92 per cent attributed the workload issues to understaffing at the WSIB.

Asked if the board would commit to hiring more front-line staff, Jarvis said his organization would replace staff who retired or were moved within the organization, but said hiring was “based on the data that shows how much activities and claims we have.”

Subscribe to the Star to support reporting and analysis from award-winning reporters like Sara Mojtehedzadeh

Employees made clear in their responses to Teahen’s blog that they cared deeply about serving Ontarians and the integrity of the compensation system.

“Our founding father created a fair compensation system whereby workers gave up their right to sue their employers in exchange for a fair and compassionate system that adjudicated (a claim) on the basis of its own merit,” said one 30-year veteran.

“How can adjudicators make the best possible decisions if they are short-changed in training, do not have enough people to do the job, have unreasonable time frames, and have processes in place that short-change the worker?”

“We as the employees of WSIB do care about the outcomes for our workers and the experience they have,” added another.

“We want to be proud of where we work and say what good things we are doing. Right now I am not feeling that.”

Sara Mojtehedzadeh is a Toronto-based reporter covering labour issues. Follow her on Twitter: @saramojtehedz

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Anglais

Nostalgia and much more with Starburst XXXtreme

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Get a taste of adventure with Starburst XXXtreme based on the legendary NetEnt Game. The nostalgic themes are sure to capture fans of the classic version as they get treated to higher intensity, better visuals, and features. The most significant element of the game is its volatility. Patience will not be an essential virtue considering the insane gameplay, and there is a lot of win potential involved. It retains the original makeup of the previous game while adding a healthy dose of adrenaline. 

Starburst Visuals and Symbols

The game is definitely more conspicuous than before. The setting happens over a 5-reel, 3-row game grid with nine fixed win lines, which function if a succession from the left to the right reel is present. Only those players that that attain the highest win per bet line are paid. From a visual standpoint, the Starburst XXXtreme slots illustrates lightning effects behind the reels, which is not surprising as it is inherited from the original version. Available themes include Classic, Jewels, and Space. The game is also available in both desktop and mobile versions, which is advantageous for players considering the global pandemic. According to Techguide, American gamers are increasingly having more engaging gaming experiences to socialize to fill the gap of in-person interaction. Starburst XXXtreme allows them to fill the social void at a time when there is so much time to be had indoors. 

Starburst XXXTreme Features

Players get to alternate on three features which are Starburst Wilds, XXXtreme Spins, and Random Wilds. The first appears on reels 2,3, or 4. When these land, they expand to cover all positions while also calculating the wins. They are also locked for a respin. If a new one hits, it also becomes locked while awarding another respin. Starburst XXXtreme offers a choice between two scenarios for a higher stake. In one scenario with a ten times stake, the Starburst Wild is set on random on reels 2,3, or 4, and a multiplier starts the respin. The second scenario, which has a 95 times stake, starts with two guaranteed starburst wilds on reels 2,3, or 4. it also plays out using respin game sequence and features. The game also increases the potential with the Random Wilds feature to add Starburst Wilds to a vacant reel at the end of a spin. Every Starburst Wild gives a random multiplier with potential wins of x2, x3, x5, x10, x25, x50, x100, or even x150.

The new feature is sure to be a big hit with the gaming market as online gambling has shown significant growth during the lockdown. AdAge indicates the current casino customer base is an estimated one in five Americans, so Starburst XXXtreme’s additional features will achieve considerable popularity. 

What We Think About The Game

The gambling market has continued to diversify post-pandemic, so it is one of the most opportune times to release an online casino-based game. Thankfully Starburst XXXtreme features eye-catching visuals, including the jewels and space themes. These attract audience participation and make the gameplay inviting. The game also has a nostalgic edge. The previous NetEnt iteration featured similar visuals and gameplay, so the audience has some familiarity with it. The producers have revamped this version by tweaking the features to improve the volatility and engagement. 

That is characterized by the potential win cap of 200,000 times the bet. Starburst XXXtreme does not just give betting alternatives for players that want to go big. The increase of multipliers also provides a great experience. If the respins in the previous version were great, knowing that multipliers can go hundreds of times overtakes the game to a new level. 

Players should get excited about this offering. All of the features can be triggered within a single spin. Whether one plays the standard game or takes the XXXtreme spin route, it is possible to activate all of the features. Of course, the potential 200,000 times potential is a huge carrot. However, the bet size is probably going to be restricted and vary depending on the casino. It is also worth pointing out that a malfunction during the gameplay will void all of the payouts and progress. Overall, the game itself has been designed to provide a capped win of 200,000 times the original bet. 

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Anglais

‘We’re back’: Montreal festival promoters happy to return but looking to next year

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In downtown Montreal, it’s festival season.

In the city’s entertainment district, a musical act was conducting a sound check on stage Friday evening — the second day of the French-language version of the renowned Just For Laughs comedy festival. Tickets for many of the festival’s free outdoor shows — limited by COVID-19 regulations — were sold out.

Two blocks away, more than 100 people were watching an acoustic performance by the Isaac Neto Trio — part of the last weekend of the Festival International Nuits d’Afrique, a celebration of music from the African continent and the African diaspora.

With COVID-19 restrictions continuing to limit capacity, festival organizers say they’re glad to be back but looking forward to next year when they hope border restrictions and capacity limits won’t affect their plans.

Charles Décarie, Just For Laughs’ CEO and president, said this is a “transition year.”

“Even though we have major constraints from the public health group in Montreal, we’ve managed to design a festival that can navigate through those constraints,” Décarie said.

The French-language Juste pour rire festival began on July 15 and is followed by the English-language festival until July 31.

When planning began in February and March, Décarie said, organizers came up with a variety of scenarios for different crowd sizes, ranging from no spectators to 50 per cent of usual capacity.

“You’ve got to build scenarios,” he said. “You do have to plan a little bit more than usual because you have to have alternatives.”

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MELS new major movie studio to be built in Montreal

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MONTREAL — MELS Studios will build a new film studio in Montreal, filling some of the gap in supply to meet the demand of Hollywood productions.

MELS president Martin Carrier said on Friday that MELS 4 studio construction will begin « as soon as possible », either in the fall or winter of next year. The studio could host productions as early as spring 2023.

The total investment for the project is $76 million, with the Quebec government contributing a $25 million loan. The project will create 110 jobs, according to the company.

The TVA Group subsidiary’s project will enable it to stand out « even more » internationally, according to Quebecor president and CEO Pierre Karl Péladeau. In the past, MELS Studios has hosted several major productions, including chapters of the X-Men franchise. The next Transformers movie is shooting this summer in Montreal.

Péladeau insisted that local cultural productions would also benefit from the new facility, adding that the studio ensures foreign revenues and to showcase talent and maintain an industry of Quebec producers.

STUDIO SHORTAGE

The film industry is cramped in Montreal.

According to a report published last May by the Bureau du cinéma et de la télévision du Québec (BCTQ), there is a shortage of nearly 400,000 square feet of studio space.

With the addition of MELS 4, which will be 160,000 square feet, the company is filling part of the gap.

Carrier admitted that he has had to turn down contracts because of the lack of space, representing missed opportunities of « tens of millions of dollars, not only for MELS, but also for the Quebec economy. »

« Montreal’s expertise is in high demand, » said Montreal Mayor Valérie Plante, who was present at the announcement.

She said she received great testimonials from « Netflix, Disney, HBO and company » during an economic mission to Los Angeles in 2019.

« What stands out is that they love Montreal because of its expertise, knowledge and beauty. We need more space, like MELS 4, » she said.

There is still not enough capacity in Quebec, acknowledged Minister of Finance, the Economy and Innovation Eric Girard.

« It is certain that the government is concerned about fairness and balance, so if other requests come in, we will study them with the same seriousness as we have studied this one, » he said.

Grandé Studios is the second-largest player in the industry. Last May, the company said it had expansion plans that should begin in 2022. Investissement Québec and Bell are minority shareholders in the company.

For its part, MELS will have 400,000 square feet of production space once MELS 4 is completed. The company employs 450 people in Quebec and offers a range of services including studio and equipment rentals, image and sound postproduction, visual effects and a virtual production platform.

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