Case Aide (Children's Services) [Canada]

 Our Story:
Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect, and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

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Description of Duties:
Provides administrative assistance for the child care subsidy program, including completing/processing child care subsidy applications, preparing files, scheduling appointments for caseworkers, and providing customer service to applicants and the public.

Duties/Responsibilities:
Completes child care subsidy applications for applicants over the phone. Enters information into electronic case management system, provides program information and checklist for required documentation, and explains application eligibility determination, as required.

Reviews child care subsidy applications and assesses for application eligibility based on set criteria. Follows up with applicants for documentation and application eligibility, including the appeal process, as required. Checks provincial database to confirm Ontario Works status, as required. Provides information regarding application status to community agencies and organizations.

Compiles application documentation for case files and enters into electronic case management system (e.g., notice of assessment, immigration status, employment verification). Updates client information and enters notes.

Schedules appointments for applicants/clients with caseworkers, based on location, type of file, and equalization of caseloads, based on set criteria.

Arranges assistive services (e.g., interpreters) for applicants/clients, as required.

Provides customer service (phone, online). Responds to questions and takes message or redirects to other staff.

Provides clerical support to caseworkers/other staff (e.g., creates and transfers client files).

Formats, edits, and produces letters, reports, agendas, minutes, and forms for management and caseworkers.

Runs weekly/monthly data reports for management. Records/reports fraud complaints to management.

Maintains program files, filing systems, and file rooms for active, non-active, and repayment client files. Pulls files for audits for management staff. Prepares files for new applications and eligibility appointments. Maintains records management systems. Assists staff with information requests and follows corporate and Provincial standards for file storage, retrieval, and disposal.

Processes mail and incoming documents (via mail, general inbox, fax). Delivers mail to mailroom.

Maintains and orders office supplies and program resources. Arranges service of office equipment.

Performs related duties as assigned.

Knowledge, Skills & Abilities:
Knowledge of administrative procedures and customer service practices acquired through a Grade 12 education plus 3 years of related experience (or equivalent combination of education and experience).

Knowledge of and ability to comply with policies, procedures, program guidelines, and legislation (e.g., privacy). Knowledge of other social service and community agencies.

Ability to maintain confidentiality and discretion with confidential/sensitive material.

Time management and organization skills to collect and compile application information per timelines, work independently, and adapt to changing priorities.

Communication and customer service skills to provide client service (phone, online); show patience with clients who are in-crisis/difficult situations; provide assistance and information to other staff, community agencies, and the public; and participate as an effective team member.

Ability to read and understand application forms, policies, procedures, and documentation. Ability to create, complete, and update forms, records, and standard letters accurately, per instructions; write concise notes in databases; and take meeting minutes.

Computer skills with ability to use software such as Microsoft Office, scheduling systems, and case management/other Provincial databases.

Ability to travel occasionally within Waterloo Region.

Ability to support and demonstrate the Region’s values.

We invite internal applicants to APPLY ONLINE through the HR Portal by 11:59 p.m., by the closing date.

We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. The Region of Waterloo is committed to providing accommodations throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate format.

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