Exceptional Service
Making a Difference
Improving service improves outcomes
We serve workers, employers, and system partners across Nova Scotia.
When someone is injured at work, how we respond has a direct impact on what happens next.
Fast contact, clear communication, and early decisions help people move forward. Delays and uncertainty slow recovery, extend time away from work, and increase costs system-wide.
At WCB, we hold ourselves accountable for delivering service that is timely, clear, and consistent.
Setting clear service expectations
Accountability starts with clarity.
We’ve set service level standards for the first 30 days of a claim. These timelines set clear expectations for how quickly we act, and help ensure workers and employers know what to expect.
The most important part: we’re consistently delivering to or surpassing these standards.
Placing workers at the centre of our service
When you’re recovering from a workplace injury, every day matters. That’s why we’ve reimagined how we manage prescriptions, making it faster and easier for workers to get the medications they need.
In the first two months alone, more than half of workers were able to bypass an extra step in getting their medications—resulting in less frustration, faster timelines, and more focus on healing.
It’s about putting Nova Scotians at the centre of our service so they can focus on an early and safe return to work.
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Accountability means showing up differently and following through.
We’re working more closely with employers—tailoring our approach to their needs, having more open conversations, and taking action where it matters.
Public Works is a clear example of how our approach to serving larger employers has changed.
Building trust through partnership
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Clear, consistent communication is one of the most important parts of service.
We’ve improved how and when we communicate, so employers have the information they need, when they need it.
Taylor Pond, of Armour Group shares how stronger communication is making a difference in practice.
Better communication, better return-to-work outcomes
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