The families we serve are our top priority. We are a fast-paced, high-volume organization that is committed to client-focused service. We are committed to improving the lives of families, better empowering them to plan for the future and to achieve economic and social stability.
We need innovative, efficient, and committed team players to build our clients’ confidence and accomplish our commitment to Ontario families. 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?
Family support matters can be complex and stressful, especially when children are involved. When our clients need a helping hand, you will be there to answer the call. You will think customer service by default, and make every effort to work with clients to ensure they know how our program works and ensure families are getting the funds they are entitled to.
From proactively reaching out to a client to negotiate a payment arrangement, to conducting investigations to understand the details of a family’s situation, to taking enforcement action where required to help ensure support obligations are met, you will see it all.
As a Case Management Officer, your key focus is to work with families and other stakeholders to help ensure that support payments are being made and, when cases are not in compliance, to use all appropriate interventions to help get payments back on track. You will develop and execute tailored case management plans based on the specific circumstances of the families that you serve, and you will use a highly customized and proactive approach to manage each case.
How do I qualify?
Client Service, Communication, and Interpersonal Skills
• You are able to provide customer service to the public on sensitive issues with tact, diplomacy, respect and inclusiveness
• You can explain complex matters to clients in plain language, using verbal and written communication skills
• You remain flexible and rational in stressful situations, working well under pressure
• You have demonstrated experience building and maintaining positive relationships with internal and external stakeholders
Analytical, Case Management Skills
• You produce creative case management solutions that are tailored to the situation of your clients, within the scope of policies and legislation
• You can research, analyze, and assess financial documents to update financial information records and databases
• You can quickly and thoroughly evaluate a case to determine appropriate next steps
• You have negotiation and problem-solving skills to influence and encourage compliance, negotiate payment arrangements with clients based on verifiable financial evidence
• You are able to develop resolutions and promote compliance for a positive client experience involving complex support issues
• You have the ability to interpret, apply, and explain applicable legislation, policies and procedures to determine appropriate enforcement action
• You understand family court systems/procedures 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
Organizational and Teamwork Skills
• You have a proven ability to achieve results using a positive, collaborative approach with peers and clients
•You have strong teamwork skills to work co-operatively, provide client support and work in a supportive team environment
• You have strong prioritizing and organizational skills to prioritize and manage a diverse workload with conflicting deadlines from a variety of sources.
OPS commitment to diversity, inclusion, accessibility, and anti- racism :
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit theOPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service. We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario’s Human Rights Code. Refer to the application instructions below if you require a disability-related accommodation.