CASE TRIAGE OFFICER
Ministère des Services à l`enfance et des Services sociaux et communautaires
Toronto, ON
The families we serve are our top priority. We are a fast-paced, high-volume organization that is committed to client-focused service. Here is your opportunity to fully utilize your case management knowledge, relationship building and communication skills to better serve Ontarians by improving the lives of families, better empowering them to achieve economic and social stability.

If you have the ability to make sound decisions under pressure with tight deadlines, this opportunity is for you.

What can I expect to do in this role?

As a critical member of the FRO team, you will:
  • Think customer service by default, and make every effort to work with clients to ensure they know how our program works and how it can help support them and their family;
  • Conduct detailed and informative client-focused welcome onboarding calls;
  • Proactively seek out and validate information to manage new and refiled client cases in a triage environment;
  • Make risk-based decisions about whether and how the Family Responsibility Office (FRO) will manage the case and what approach should be taken to ensure successful outcomes for families;
  • Establish cases within FRO's case management system including entering all client information and ensuring that payments are ready to flow;
  • Develop and plan strategic follow-up actions while engaging with clients in a multi-channel environment;
  • Conduct outreach to establish, build and foster positive relationships with clients and other stakeholders;
  • Ensure cases are assigned to the appropriate client service tier for ongoing case management;
  • Consult with legal specialists and management to determine enforceability and appropriate next steps for each new and refiled case that FRO receives.
  • 1 bilingual French position
  • 1 unilingual English position
How do I qualify?
Mandatory
  • You must be proficient in English and advanced level oral and written in French for the bilingual position.
Communication, Consultative and Interpersonal Skills:
  • You have excellent verbal and written communication skills to articulate to clients the role of the Family Responsibility Officer in a logical, clear, concise and accessible manner.
  • You have the ability to prepare well documented files with attention to detail for FRO case management purposes.
  • You demonstrate consultative and interpersonal skills to provide effective client service and to display empathy to clients; to deal effectively with government and private sector partners and stakeholders.
  • You have proven interpersonal skills to promote understanding of the program and respond to client needs.
Analytical, Problem Solving and Decision-Making Skills:
  • You have the ability to work independently and collaboratively to make critical, well-informed decisions in an emotional, high stress environment.
  • You have strong analytical skills to gather, document, evaluate and triage case information for ongoing case management.
  • You have the ability to conduct financial analysis; interpret court orders and legal agreements to appropriately recommend educational materials to clients and stakeholders on available programs and services.
Time Management and Organizational Skills:
  • You have organizational skills and a proven ability to establish work priorities to complete work under strict timelines.
  • You have proven time management skills to rapidly assess and respond to inquiries with appropriate action.
Technical Knowledge:
  • You have demonstrated knowledge of case management and case administration policies, procedures, techniques and standards.
  • You have the ability to interpret, apply, and explain applicable legislation, policies and procedures to determine appropriate enforcement action.
  • You understand family court systems and processes to interpret court orders and other legal documents, ensure compliance and explain court processes and decisions to clients.
  • You have computer skills to research and access data, update financial information records and prepare correspondence.
Additional Information:Address:
1 Bilingual Temporary, duration up to 12 months, 125 Sir William Hearst Ave, Toronto, Toronto Region, Criminal Record Check
1 Temporary, duration up to 12 months, 125 Sir William Hearst Ave, Toronto, Toronto Region, Criminal Record Check
Compensation Group: Ontario Public Service Employees Union
Understanding the job ad - definitions
Schedule: 6
Category: Customer and Client Services
Posted on: Tuesday, November 5, 2019

Note:
This ad is also available in French.
In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

You will be responsible for obtaining the criminal record check at your own expense and provide it, along with your written consent, to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you. (Note: If a Vulnerable Sector Screening Check is required, it must also be obtained in person at your local police service).

A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.