Job Number: 4688
Job Type: Full-Time
Vacancy Reason: Backfill
Location: 20 Weber St E.
Job Category: Health Care and Social Assistance
Number of Positions: 1
Department: Employment and Income Support
Division: Community Services
Hours of Work: 35
Work Schedule: Monday to Friday from 8:30am to 4:30pm, Hybrid - 3 days at home, and 2 days in office or as per operational needs
Union: CUPE 1883
Grade: CUPE 1883 Grade 013
Salary Range: $42.12 - $47.72 per hour
About Us!
The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:
- Taking only what we need
- Leaving some for others
- Keeping the dish clean
This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051. Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.
The Role
Receives Ontario Works (OW) inquiries and applications from clients and community agencies. Determines and authorizes assistance (e.g., financial, employment, discretionary benefits, emergency assistance), and supports clients to achieve their goals through developing participation and employment plans (with employment referrals), with a focus on improved quality of life.
Duties/Responsibilities
- Maintains a caseload of OW clients, with prioritization supporting Indigenous clients.
- Develops and maintains collaborative relationships with internal and external partners, Indigenous communities, organizations, and Indigenous-serving agencies to support coordinated, high-quality, culturally responsive service delivery.
- Determines clients’ initial and ongoing financial eligibility/ineligibility based on established legislation/criteria and notifies clients. Informs clients regarding documentation requirements, next steps, and answers questions regarding eligibility.
- Schedules clients for appointments or delegates scheduling to support staff.
- Assesses, determines needs, and issues discretionary benefits for disability support clients (ODSP) and non-social assistance recipients with extraordinary needs. Coordinates requests with ODSP office, service providers, and vendors.
- Authorizes benefits and interim assistance based on social benefits tribunal orders.
- Uses the “quality of life framework” to facilitate/support clients to develop individual employment plans and outcome plans to assist in accessing needed resources and meeting OW or ODSP participation requirements. Meets with clients ongoing, and informs/instructs on employment planning, career planning, customized training, and job search strategies to clients with varying levels of understanding and barriers to employment. Assesses client needs, skills, and barriers to employment and initiates and supports clients through referrals to internal and local community supports. Contacts third parties to make referrals, advocate, and access services for clients. Shares program information and concerns with community outreach workers.
- Provides support to ODSP pending clients. Assists to obtain information to support applications to ODSP. Advocates with medical professionals within timelines.
- Supports clients to follow through on participation and education requirements, verifies information through third parties, and imposes sanctions for non-compliance.
- Works with other community/government agencies to obtain/verify information and determine eligibility for underage clients.
- Reviews priority files prompted by OW database to ensure clients are in receipt of correct assistance. Maintains client information in databases. Reviews system-calculated eligibility to ensure accuracy and reviews computer-generated reports. Performs manual calculations as required. Analyses third-party reports against client activity in databases to calculate eligibility.
- Calculates and documents changes on active and closed files; authorizes pay adjustments, and updates database to fix overpayments and arrears. Notifies clients regarding outcomes, responds to inquiries, and advises regarding appeal processes. Maintains electronic and hard copy client files.
Additional Duties/Responsibilities
- Provides and receives information to/from other municipalities regarding fraud referrals, file transfers, and OW overpayments incurred while in Waterloo Region, as requested.
- Participates in the internal review process. Attends court when subpoenaed to present evidence. Problem solves/advocates for exceptional needs and circumstances that do not qualify for OW.
- Identifies systemic barriers impacting Indigenous clients and contributes to the development of local service delivery practices, program improvements, and culturally-responsive approaches.
- Calculates, approves, and issues OW assistance, and issues mandatory and discretionary benefits, based on established guidelines.
- Responds to community emergencies, per prescribed role in the departmental emergency response protocol.
- Issues funds for emergency assistance and eviction prevention programs.
- Instructs, orients, and trains support staff.
- Consults on complex/special cases with management and other staff regarding legislation, policy changes, and case planning, as required. Refers special requests to management. Takes direction from management.
- Provides backup coverage and support to peers as assigned.
- Performs related duties as assigned.
Knowledge, Skills, and Abilities
- Knowledge and skills in interviewing techniques, assessment approaches, and casework management are acquired through a university degree or 2-year college diploma in a related field, plus 2 years of related experience (paid or volunteer) in a social services or community setting.
- Must have lived, living, cultural, community-based, or professional experience relevant to Indigenous communities.
- Strong knowledge of Indigenous community needs, systemic barriers affecting Indigenous communities, and trauma-informed, culturally-responsive approaches.
- Strong knowledge of Indigenous-led organizations, available supports, and the barriers participants may face when accessing mainstream services.
- Knowledge of and ability to work according to established policies, procedures, legislation, and federal and provincial programs (e.g., OW, privacy, Service Canada, human rights, immigration, ODSP, employment standards, CPP, employment insurance benefits, WSIB, Education Act).
- Knowledge of local resources and employment assistance available through delivery agents to make referrals.
- Ability to investigate, gather, and assess facts and apply eligibility rules and participation requirements to make appropriate eligibility decisions. Ability to meet or exceed service targets.
- Knowledge of job search skills and strategies to develop employment and outcome plans and make employment referrals with clients. Ability to identify clients' skills and barriers to employment and successfully match clients with programs to support employment.
- Ability to maintain confidentiality and protect client privacy.
- Communication and human relations skills (using coaching, motivating techniques) to develop trusting relationships with clients; de-escalate situations with clients who may be in crisis; support clients to develop participation agreements and motivate/persuade/coach to pursue employment and stabilization resources and supports.
- Communication skills to explain the program (directly or through interpreters) to applicants/clients to ensure their understanding; interview applicants/clients to gather information; communicate participation agreement requirements and local support services; advocate for clients; explain consequence of non-compliance; and participate as an effective team member.
- Ability to provide written and verbal explanations to clients regarding changes to OW assistance and compliance. Ability to use information from clients and internal and external contacts to develop effective outcome plans. Ability to develop and maintain factual, concise, objective notes.
- Computer skills with ability to use software such as provincial and corporate databases, and Microsoft Office.
- Ability to keep knowledge and skills current (e.g., policy, procedures, legislation, training).
- Ability to travel within Waterloo Region.
- Must provide an acceptable vulnerable sector police check.
- Ability to support and demonstrate the Region’s values. Skill and ability to champion REDI principles in all aspects of work and contribute to creating an environment where diverse identities, experiences, and perspectives are respected, valued, and reflected. Skill and ability to support ongoing reconciliation efforts and steps to remove systemic barriers for Indigenous Peoples and other equity-deserving groups.
Region of Waterloo is committed to building a workforce through fair, equitable, and accessible hiring practices that allow us to hire qualified staff who reflect the diversity of the community we serve and to promote a respectful, inclusive, and equitable workplace.
We invite all interested individuals to apply and actively encourage applications from members of groups with historical and/or current barriers to equity, including, but not limited to:
- First Nations, Métis and Inuit peoples, and all other Indigenous peoples;
- members of groups that commonly experience discrimination due to race, ancestry, religion and/or spiritual beliefs, or place of origin;
- persons with visible and/or invisible (physical and/or mental) disabilities;
- persons who identify as women; and persons of marginalized sexual orientations, gender identities, and gender expressions
For questions or to request accommodations during your recruitment, onboarding or employment, please contact talentmanagement@regionofwaterloo.ca, or by calling our Service First Contact Centre at phone number (519) 575-4400.
Use of Artificial Intelligence in the Hiring Process: Region of Waterloo may use artificial intelligence (AI) tools to enhance efficiency during the recruitment process. However, applications will also be reviewed by a member of our Talent Acquisition team to ensure a fair and thorough assessment. AI does not make final hiring decisions.
Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).
