Role: Adult Education Consultant (2009) and Technical Writer (2018)

Need: WorkSafeBC (the Workers’ Compensation Board of British Columbia) needed to modernize the way it processed its claims. As an agency mandated to reduce workplace injury and illness, the new system needed to allow WorkSafeBC employees with the ability to use create and follow the progress of claims from admission to release (including all communications regarding workers, employers, and health care providers).

Solution: Working out of the Richmond, BC Head Office, I was brought in (2009) to write training manuals for the enormous roll-out of the system. Training modules included procedures for processing worker injuries, long-term disability, healthcare, wage loss, employee/employer entitlements, and more.

I coordinated with subject matter experts and ran procedures within the CMS (Claims Management System) system. The resulting manuals were used for a province-wide software roll-out.

In 2018 after nearly ten years, I returned to update technical and training materials for the new upgrade. To do this, I re-ran procedures (from 2009) and revised them according to changes in the new version of CMS. To ensure consistency across more than 800 documents, I also developed a style guide.

Tools used:

  • Claims Management System (an in-house managed IBM/Cúram Social Program Management enterprise module-based platform)
  • Microsoft Office (Word, Excel…)
  • TechSmith Snaggit (a screen capture and screen recorder tool to create and edit images and screen captures)
  • SharePoint (a Microsoft enterprise file-management tool)
  • Adobe Acrobat

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