Program Support Representative

**Job Description**:
**POSTION PURPOSE**

Reporting to the Supervisor, Social Assistance is responsible for providing a range of program and administrative supports to Ontario Works Staff and to clients; supporting the delivery of social assistance in the local offices and for performing various administrative functions for Branch staff; responding to telephone and in-person general inquiries; completing basic reporting requirements and maintaining OW client files; performing data entry and changes in the Social Assistance databases; issuing one-time financial and employment related expenses as directed by Caseworkers; acting as custodian for the onsite safes and responsible for processing financial activities/transactions; and rotating between functions (e.g. scheduling, reception, clerical).

**MAJOR RESPONSIBILITIES**
- Completes on-line and paper-based inquiries from third party sources in order to support client eligibility verification, as required
- Receives reviews and forwards assignment forms to internal partners and completes cancellations in social assistance databases as required
- Contact clients in an empathetic and client centred manner and in accordance with approved procedures and within prescribed timelines as mandated by regional and provincial policies; prepares and processes appointments, confirmation and follow-up letters as required
- Prepares statistical reports on specified data obtained from Social Assistance Database and other sources, as required
- Prepares and summarizes team, office, employment or general statistics and maintains records using proper tracking systems in appropriate files; inputs data using available technology; support client and vendor financial transactions and reporting, and maintains data records and files
- Prints and distributes computer output reports to the appropriate staff including maintaining and distributing the Payment and Overpayment Reports
- Screens, directs or takes messages of telephone calls from internal and external callers.
- Supports customer service functions including reception duties.
- Organizes, maintains and stocks supply room, reception areas, meeting rooms, interview rooms and other areas as required.
- Responds to inquiries and resolves concerns in an empathetic and client centred manner
- Ensures that services provided meet Regional customer experience standards.
- Participates on committees, work groups, task forces and special projects, as assigned.
- Performs other duties as assigned, in accordance with Branch and Department objectives.
- May occasionally be required to respond to emergency situations outside of normal business hours, as related to the Departmental Emergency Plan.

**QUALIFICATIONS**
- Successful completion of a Community College Diploma in Business, Business Administration, Public Admnistration or related field, or approved equivalent combination of education and experience.
- Minimum two (2) years demonstrated experience in a human services environment working with the vulnerable population and experience with financial and accounting systems, data entry and providing administrative support.
- Knowledge and understanding of supports required in servicing a vulnerable population.
- Demonstrated experience providing high quality customer service skills to clients and participants in an expedient manner.
- Demonstrated problem solving and decision making skills.
- Demonstrated conflict resolution skills and techniques to resolve client issues and concerns.
- Knowledge and demonstrated ability in corporate core competencies including customer focus, communication, collaboration and personal ownership.
- Demonstrated ability to provide a high quality of customer service to clients and participants in an expedient manner.
- Satisfactory Police Criminal Background Check.
- Demonstrated knowledge of social assistance delivery models.
- Ability to travel to off site locations in a timely and efficient manner, as required.
- Ability to work outside regular business hours, as required.