Caseworker (Indigenous Support)

Position Details

• Job Type: Full-Time
• Location: 20 Weber St E.
• 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
• Salary Range: $42.12 - $47.72 per hour
• Union: CUPE 1883
• Grade: CUPE 1883 Grade 013

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 int... [truncated]