IAIABC Perspectives

NextGen Profiles: Caitlin Smith

Perspectives / December 2019

What workforce change do you think will have the biggest impact on workers’ compensation? Working remotely. NewYork State (NYS) has implemented the first all virtual hearing system in the nation. It has proven large benefits to claimants, carriers, attorneys and other participants. However, it’s also helps alleviate some staffing issues. Virtually, we can have a judge in Albany, NY remotely cover other hearing sites in the state. A system like virtual hearings has allowed us to accommodate attorneys that work from home or offices that may be far from the hearing location and has cut out the need to travel for claimants. Parties can remotely attend hearings in the comfort of their home or office. NYS has implemented not only a web platform, but also a mobile app for Apple devices so parties can appear from their mobile device. How do you see data being positively used to enhance service/delivery within the workers’ compensation system? The more computerized the system gets, the more information we can track. Those numbers can point BUSINESS SYSTEMANALYST I, NEWYORK STATEWORKERS’ COMPENSATION BOARD NextGen Profiles: Caitlin Smith

Quick Facts • First Job: Cashier at Hewitt’s Garden Center in Clifton Park, NY • FirstWork Comp Job: AssistantWorkers’ Compensation Examiner • FavoriteTravel Destination: Bar Harbor, ME and KeyWest, FL • Favorite Social Media Platform: Instagram • Hashtag: #startedfromthebottomnowwehere at the Board and I’m looking forward to her involvement in the NYSWorkers’ Compensation modernization project that will begin later this year.” - Deena Jones, New York StateWorkers’ Compensation Board “Caitlin has demonstrated a commitment to improving the workers’ compensation industry as demonstrated by her involvement in the Virtual Hearings project. Caitlin is actively utilizing her knowledge and experience to improve processes Whether you’re learning from a mistake, a peer or something you’ve read, it’s important to be open to learning from multiple sources. You never know when you might need that knowledge someday. 3. Having a growth mindset. Adopting an attitude that you’re always going to constantly be learning.

Caitlin Smith is a Business Systems Analyst with the NewYork State Workers’ Compensation Board Office of Continuous Improvement. She was instrumental in the implementation of the Board’s Virtual Hearing Center (VHC). VHC is a system that manages comfort of their home or office. Caitlin is currently leading the development and implementation of theVHC Mobile Application for iOS (implemented 2019) and Android. TheVHC Mobile App will allow parties to attend virtual hearings from their smartphone or tablet. Caitlin has been with the Board since 2012. She has also earned her ECBA from the Institute of Business Analysis (IIBA) and is active in the NYS Forum’s Project Management group. 1200 hearings a day and allows participants to attend from the

out where a system or process is lacking and drive change to improve or automate a process.

What strategies have you found that allow you tomanage professional and personal obligations? 1. Time management. I am constantly researching new and more efficient ways to manage time. Although I appreciate all the advances in technology, nothing beats having a paper planner. It allows me to see a snapshot of my month and helps me prioritize my schedule. There is something cathartic about writing down my tasks and events. 2. Flexibility. Sometimes there are just things beyond your control and can throw off your plans. Being accepting of change and patient really allows you to take those unexpected things in stride.

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