Caseworker (Indigenous Support)

About the role

The Region of Waterloo's Employment and Income Support division is hiring one full-time Caseworker (Indigenous Support) in its Community Services division. The caseworker receives Ontario Works (OW) inquiries and applications from clients and community agencies, determines and authorizes assistance such as financial, employment and discretionary benefits, and helps clients achieve their goals through participation and employment plans. The position is a backfill, unionized (CUPE 1883, Grade 013), with 35 hours per week, Monday to Friday, 8:30am to 4:30pm, on a hybrid schedule of three days at home and two in the office.

Key responsibilities

• Maintain a caseload of OW clients, with prioritization supporting Indigenous clients.
• Develop collaborative relationships with Indigenous communities, organizations and Indigenous-serving agencies for culturally responsive service delivery.
• Determine clients' financial eligibility and ineligibility, explain documentation requirements and next steps, and notify clients.
• Schedule client appointments or delegate scheduling to support staff.
• Assess needs and issue discretionary benefits for ODSP clients and those with extraordinary needs, coordinating with the ODSP office and service providers.
• Authorize benefits and interim assistance based on tribunal orders, and use the quality of life framework to help clients build employment and outcome plans.
• Advocate for clients, including with medical professionals, and support them through participation and education requirements, including sanctions for non-compliance.
• Verify eligibility for underage clients with other agencies and review priority files, system-calculated eligibility and computer-generated reports, performing manual calculations where needed.
• Calculate and document changes on files, authorize pay adjustments, fix overpayments and arrears, and update client files electronically and in hard copy.
• Share information with other municipalities on fraud referrals, file transfers and OW overpayments, and respond to community emergencies and court subpoenas.
• Issue funds for emergency assistance and eviction prevention programs, train support staff, consult on complex cases, and provide backup coverage.

Required profile

• A university degree or 2-year college diploma in a related field, plus 2 years of paid or volunteer experience in a social services or community setting.
• Lived, living, cultural, community-based or professional experience relevant to Indigenous communities.
• Strong knowledge of Indigenous community needs, systemic barriers and trauma-informed, culturally responsive approaches.
• Knowledge of local resources and employment assistance offered by delivery agents.

Required skills

• Interviewing, assessment and casework management skills.
• Knowledge of OW, ODSP, privacy, Service Canada, human rights, immigration, employment standards, CPP, EI, WSIB and the Education Act.
• Ability to investigate facts, apply eligibility rules and meet or exceed service targets.
• Confidentiality and communication skills to build trusting relationships with clients and de-escalate crises.