Bulletin
ICBC – SSRS Workload Committee Update
February 20, 2026
To: All ICBC Senior Support and Recovery Specialists
We acknowledge that this update has been a long-time coming! Your committee has been working hard behind the scenes on this, and we want the SSRS group to have a comprehensive update as to what has occurred and where we currently stand.
The SSRS Workload Committee was established in response to workload complaints raised by 13 SSRS in November 2024. The Committee includes four SSRS Job Stewards, four management representatives, one HR representative, and a Union Workload Committee representative, and meets approximately every three weeks. SSRS members are tasked with developing written proposals to address workload concerns, posing specific questions to be escalated to Operations, and escalating unresolved issues to the Joint Consultation Committee through the Union when an agreement cannot be reached (as per LOU 18).
The Committee’s most recent proposal recommended balancing caseloads more equitably among active SSRS and eliminating preferential treatment of the 0–4 month group with the 30-40 current caseload cap. The Operations team response, prepared by Juni Robertson and Geoff Deacon, failed to meaningfully address the issues raised. Specifically, it did not acknowledge the workload demands of files beyond four months, caseload complexity or volume, or provide the requested statistics. The response was disappointing to say the least and completely out of touch with the current reality of those SSRS struggling with inflated caseloads.
A second proposal was also submitted to the Workload Committee for escalation to Operations, offering solutions to administrative tasks that currently overburden SSRS and could be reassigned to the Administrative department. The proposal and the Operations team response resulted in a similar outcome. Operations stated that “shifting financial risk to our Claims Admin team is out of scope” and that these duties remain the responsibility of SSRS. Once again, administrative tasks were left within SSRS scope with no apparent consideration of the ongoing workload crisis.
The circular nature of the Committee’s outcomes is increasingly evident. While Operations states that it considers high volumes of contact, employer engagement, RTW planning, IRB information gathering, and other return‑to‑work tasks for the 0–4 month group, it fails to acknowledge that these same expectations apply to the 4+ month group once a return‑to‑work file is transferred. These files require the creation and implementation of GRTW plans, ongoing communication with employers, OTs, HCPs, and customers, as well as bi‑weekly IRB calculations. Despite this reality, the workload demands placed on SSRS managing 4+ month caseloads continue to be overlooked, highlighting a significant disconnect at higher levels regarding the scope and intensity of SSRS work.
The Workload Committee’s next step will be to escalate the current proposal to the ICBC Senior Leadership Team for review and a written response. If we are dissatisfied with the response, the Union will raise the concerns to the Joint Consultation Committee which includes members of Employee Relations. While this process is time‑consuming and frustrating, the Workload Committee remains committed to advocating through the appropriate channels in the interest of meaningful resolution and workload relief for SSRSs.
We welcome member input and encourage SSRSs to share suggestions for recommendations or feedback by emailing the Workload Coordinator, Missy Besanger, at wlcoordinator@moveuptogether.ca.
We will continue to push forward with our workload concerns and utilize the collective agreement provisions to the extent possible, in order to provide some relief within the SSRS role.
In solidarity,
Grimmsley Feng, Workload Committee chair
Jackie Manola, Workload Committee member
Paul Dournovo, Workload Committee member
Niamh Cosman, Workload Committee member
Missy Besanger, Workload Coordinator
Dimitri Ossinsky, Vice-President
Sara Colliss, Union Representative