Internal Review

**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.

**Description of Duties**:
Coordinates internal review processes and committees for appeals related to income support and childcare subsidy. Prepares and presents cases at appeal tribunals. Facilitates, mediates, and negotiates appeals processes with appellants and/or their legal counsel. Works with Section staff and corporate partners on service delivery continuous improvements.

**Duties/Responsibilities**:
Sets up internal review processes and trains committees to review appeals submitted by clients and applicants related to income support and childcare subsidy eligibility decisions. Assesses appeals and internal review committee decisions for compliance with legislation, guidelines, and policies, based on client files, documentation, and evidence. Validates internal review decisions or overturns. Communicates outcomes.

Provides advice to management and caseworkers regarding legislation, policies, guidelines, directives, and issues. Monitors legislation and makes recommendations to management to ensure program integrity and continuous service improvement.

Consults with and makes recommendations to management regarding contentious cases and giving consideration to client quality of life factors in eligibility decisions.

Meets with appellants and their counsel to discuss, negotiate, and mediate resolutions prior to hearings for issues unresolved during the internal review process and being further appealed, consulting with Ministry and corporate Legal staff as required (e.g., human rights).

Prepares and presents cases at the social benefits tribunal. Compiles evidence and documentation, and develops arguments and strategy for presenting cases (e.g., method of examination, sequence of evidence, witnesses). Notifies management regarding tribunal decisions, including required actions and recommendations for changes to departmental practices and processes.

Has contact with Ministries and agencies (e.g., Revenue Canada, WSIB, parole board), community groups (e.g., legal clinics), Police, Crown Attorney’s Office, and employers during appeals processes and proceedings, and to obtain/verify information.

Works with Section staff and corporate partners to review and improve service delivery based on client and stakeholder complaints, feedback, and incidents (e.g., privacy breaches, appeals). Assists in policy interpretation, training, and presentations for same.

Maintains program data and security of case files, submissions, legal documents, and evidence, on and off-site. Liaises with corporate privacy and information staff regarding requests for information and release of documents.

Backs up the Technology & Policy Specialist, as required.

Performs related duties as assigned.

**Knowledge, Skills & Abilities Required**:
Knowledge of social assistance programs, including eligibility criteria and audit/assessment techniques; case management; and interviewing, mediation, and negotiating skills acquired through a 2-year college diploma or university degree in a related field (e.g., Social Sciences), plus 3 years of related experience (or equivalent combination of higher education and lower experience).

Knowledge of and ability to comply with policies, procedures, legislation, and guidelines (e.g., Ontario Works, Family Support Act, Ontario Disability Support Program, immigration, employment insurance, child care and early years, privacy). Knowledge of internal and external appeals processes (e.g., social benefits tribunal, human rights tribunal) and related agencies.

Research, analytical, organizational, problem solving, and decision-making skills to interpret legislation and legal statutes, proceedings, and decisions; keep knowledge of legislation and court decisions current; and work independently.

Human relations, communication, facilitation, leadership, and mediation skills to provide advice and information to staff, appellants, and the public regarding the appeals process and eligibility issues; present and defend submissions at tribunal; respond to inquiries regarding appeals; negotiate and mediate resolutions prior to hearings; coordinate internal review processes and committee member training; participate on provincial and local committees; and participate as an effective team member.

Ability to read and understand journa