The CICB Triage Model:Integrating Staff and

AdjudicatorsTori Peace

November 7, 2013

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Setting some contextCriminal Injuries Compensation Board (CICB) provides financial compensation for victims and family members of deceased victims of violent crimes committed in Ontario.Mandate: • Provide fair, impartial, accessible & timely

adjudication of compensation claims for victims of crime.

• Contribute positively to those injured by violent crime by providing a user-friendly, responsive process to recover financial losses. 2

Ombudsman Report, 2007 18 Recommendations

“…in deplorable shape. Instead of holding out support for victims of violent crime…bureaucratic indifference and suspicion. Instead of giving steadfast and urgent assistance…technicality and embrace [of delay]. As a result, instead of providing relief…adds insult to injury.”

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Strategic Business Plan 2009/12 • Improve access to the program.

• Develop a triage model.

• Engineer a 12 month process.

• Faster, more consistent decision-making.

• Improve communications to the public. 4

CICB – The Need for Triage and Integration

Linear “Assembly line” Process• Units assembled files & completed tasks in

isolation and in a linear fashion. Limited interaction between adjudicators and staff.

• One unit owned file until its specific function was completed.

• Related work in other units could not begin until all of the functions in the previous unit are completed. 5

Triage As a Claims Processing Model• “Triage” concept widely known throughout private and broader public sector organizations for processing higher volume matters (e.g. hospitals, court cases, financial services, etc.)• Enables prioritization of type and timing of service required for a patient, claimant, case, etc.• Benefits front line service delivery by establishing clear priorities, utilizing criteria to classify matters requiring special attention and fostering team based collaboration.

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The Old Model

CSU

CPU

CHU

Adjudication

27 Months7

Triage and CICB 13 months 1. Fast Identification -- steps

needed to conclude claim.

2. Focused Efforts -- complexity of claim.

3. Early Decisions --key issues get attention (e.g. extensions, dismissal without hearing, etc).

4. Better Forecasts -- oral & written hearings schedules.

Claims Services &

Intake

ClaimsAnalysis

Claims Support

Scheduling &Hearings

AdjudicationTriage

Working Groups

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Implementation

Regionally Focussed Triage Teams:

• Made up of Staff and Adjudicators – collectively responsible for seeing files through to completion.

• Geographically organized in three teams responsible for six regions which mirror the justice sector geographic divisions.

• No longer a functional approach, now team based.9

Integration• Timely ‘Check-ins’ and ‘Bring Forwards’ between staff and triage

adjudicators.

• Regional Triage Team meetings to:• manage files• identify delays• create solutions• discuss results, opportunities, challenges and successes

• Adjudicator meets with analysts and support staff weekly regarding any files that require input.

• Adjudicator and Staff Engagement: • adjudicator participation provides instant adjudicative decision

making where required

• Clear Roles and Responsibilities.

• Physical Realignment.

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Role of the Adjudicator

• They make preliminary rulings (e.g. timeliness, interim award, etc).

• They help direct the course of file preparation.

• They do not focus on adjudicative outcome.

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Our success story

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Number of files paid within a year

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