Case Management Officer

3 weeks ago

Toronto, Canada Ministry of Children, Community and Social Services Full time

**About us**:
The Family Responsibility Office (“FRO”) effectively and compassionately guides payors, recipients, and partners through the family support process to ensure that families receive the funds to which they are entitled.

The Case Triage and Resolution Branch is responsible for successfully onboarding clients by establishing a positive and respectful relationship with clients, income sources and other stakeholders through providing information and setting expectations. The branch also focuses on client engagement and critical decision-making in actively and effectively managing assigned cases, including appropriate enforcement actions.

The Client Liaison Branch communicates with existing clients over the telephone and through our online portal, assisting clients through the family support process. They manage client inquiries, maintain client records, take enforcement actions as necessary and resolve client escalations with accuracy and efficiency. Our team is passionate about the client experience and focuses on first call resolution by being patient, empathetic, and provide an outstanding level of service to our clients. An integral part of their role is building and maintaining relationships with our clients, providing them with information and support, and ensuring that their questions are answered.

**Why work at FRO?**
At FRO you are making a difference to families, and we have been continuously improving how we deliver for clients and the experience for our team members. We offer an inclusive organizational culture in which you can grow.

FRO has a well-developed people culture, training programs, processes, technologies, data analytics and management systems. These all work together to support the success of our team members in delivering for clients.

**The work is interesting and gratifying.**
FRO's work is interesting and offers a variety of roles from working on a call centre to case management and depending on the role, may involve helping individual clients, analyzing cases, managing projects or tasks, and working with stakeholders. You will make a positive, tangible difference in people's lives.

We support staff development and growth and have a range of career paths within FRO.

**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.

Visit the **OPS 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 "How to apply" section if you require a disability-related accommodation.

**What can I expect to do in this role?**:** Information Session Details**:
**A voluntary, online information session will be conducted on Monday, February 12, 2024, at 12pm EDT to share information about this opportunity.**
**MS Forms Information Session Registration** Access details to attend the information session will be provided to those who express interest via the above MS Forms page only before 5pm Sunday, February 11, 2024.**

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, the responsibilities of the role are to:

- Work with clients, stakeholders and other third parties to ensure that support payments are enforced, or appropriate action is taken to foster compliance.
- Work within a team and manage high volume caseload to deliver services and supports based on legislative and operational requirements, services and supports.
- 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 ra

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