Income Support Administrative Services Assistant

4 months ago


Kitchener, Canada Region of Waterloo Full time

Income Support Administrative Services Assistant

**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. 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 focus on equity, inclusion, and sustainability. Our mission is to provide essential services that enhance the quality of life for all residents, while our core values emphasize 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.

Dish with One Spoon Wampum:
- Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:
- Recognizing our shared humanity and land
- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core values, and reinforces our dedication to meaningful reconciliation and equity.

**The Role**
- Verifies, prints, and prepares social assistance payments generated by provincial social assistance database, and issues reloadable payment cards (RPC) for distribution at client welcome spaces. Processes vendor invoices for client benefits and services. Receives, records, and reconciles repayments and reimbursements.

**Duties/Responsibilities**- Responds to inquiries and resolves problems with other government offices. Provides information to clients/former clients regarding payments allocated and applied to their overpayment balance or reimbursements as required.
- Processes benefits-related invoices on behalf of OW and ODSP clients per provincial requirements. Issues vendor payments in social assistance database for monthly provincially scheduled pay runs. Downloads social assistance database reports for cheque and electronic fund transfer monthly payment reconciliation. Submits invoices to accounts payable as required.
- Triages inquiries and requests from caseworkers and other Community Services staff, management, and vendors related to payments and procedures. Troubleshoots discrepancies, resolves issues, and responds as required.
- Prints and secures daily and monthly paper cheques generated by social assistance database for client welcome spaces. Coordinates real-time cheques for print with staff at other locations. Sorts and distributes cheques per instructions from caseworkers and management (e.g., for mail, pickup, hold).
- Processes invoices for services (e.g., interpreter services, identification requests, energy arrears, transportation) and maintains related data.
- Maintains office supplies, including cheque and payment card stock. Orders and stocks supplies.
- Identifies database and equipment operational problems. Troubleshoots minor problems. Notifies management regarding system downtime and start-ups. Contacts IT or external service providers to arrange servicing or technical support.
- Maintains procedures/user manual for own job. Provides input on new/changed processes to supervisor.

Prepares outgoing statements of assistance, cheques, and inserts. Processes mail and items for courier service.
- Performs related duties as assigned.

**Additional Duties/Responsibilities**

**Knowledge, Skills, and Abilities**
- Knowledge and skill acquired through a Grade 12 education and 1 year of related post-secondary courses (e.g., accounting, business administration, bookkeeping, advanced Excel), plus 2 years of related office and customer service experience, or an equivalent combination of education and experience, such as a 2-year diploma in a related field plus 1 year of related experience.
- Knowledge of office procedures, word processing, customer service, basic accounting, and financial procedures.
- Knowledge of and ability to follow policies, procedures, social assistance database requirements, and related legislation (e.g., privacy).
- Problem solving, organizational, and attention to detail skills to identify and resolve database problems, cheque production errors, payment discrepancies/errors; verify database and payment information; reconcile reimbursements and repayments; and meet deadlines.
- Communication skills to exchange information with other staff, management, government offices, government agencies, and vendors; and participate as an effective team member.
- Ability to read and understand information in databases, manuals, reports, and correspondence. Ability to write memos and receipts.
- Ability to handle personal/sensitive material with confidentiality and discretion.
- Ability to alter hours to meet program requirements.
- Must provide an acceptable criminal record and judicial matters check for bondability.
- Ability to support and demonstrate the Region’s values.

**Additional Knowledge, Skills, and Abilities



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