Job Specification

Purpose of Position :

To provide collection services on delinquent, inactive cases from former social assistance recipients; negotiate and approve repayment plans; liaise with Canada Revenue Agency Refund Set-Off program, social assistance delivery sites, other ministries and external stakeholders.

Duties / Responsibilities :

Position functions within the Financial Services Unit of the Social Assistance Central Services Branch responsible for debt recovery operations, and responses to inquiries from debtors, former recipients, sponsors and community agencies. Within this context the position:

1. Supports overpayment recoveries and collection services on cases from former social assistance recipients and sponsors who have defaulted on their sponsorship agreements. Reviews and validates debt referral information for accuracy, and completes detailed calculations and accruals using
numerous data sources. Facilitates the resolution of sponsorship default on accounts where debt has been satisfied.

2. Responds by telephone and in writing to inquiries or disputes related to debt collection from former social assistance clients, sponsors, and internal and external stakeholders in accordance with legislation, regulations, policies and procedures. Reviews and analyzes financial and program data to identify and resolve disputes.

3. Receives and responds to enquiries from MPPs, Ombudsman, community agencies, etc.; determines appropriate response with adherence to OPS quality service standards. Liaises with social assistance delivery sites, other ministries and external stakeholders to clarify information and resolve payment discrepancies.

4. Investigates payments in excess of debt and prepares reimbursement packages for manager approval. Negotiates and approves repayment plans with recipients, follows up on delinquent accounts, identifies and resolves administrative errors, and recommends and negotiates settlements forapproval by the Manager.

5. Prepares notification letters using Financial Services Unit (FSU) data base systems regarding outstanding debt and repayment status to former social assistance clients and sponsors, to advise debtors of the ministry's intention to transfer the outstanding debt to the CRA for recovery or other collection avenues. Reviews and updates database debt recovery accounts for the Ministry of Finance and for Canada Revenue Agency Refund Set Off (CRA RSO).

6. Prepares documentation and summaries related to unusual circumstances including death, bankruptcy, financial hardship, or other discrepancies on the debt file. Compiles documentation, recommends action and refers cases to manager for approval.

7. Prepares letters, reports and forms as requested, and reviews, updates and records all action taken in the FSU and other databases, reconciles monthly computerized reports, and actions ad hoc or other requested database reports.

Staffing and Licencing :

Word processing and database proficiency required and utilized on a regular basis.

Knowledge :

- Role and mandate of the branch pertaining to social services and assistance, and sections of relevant federal and provincial legislation, regulations, policies and procedures,(e.g., the Ontario Disability Support Program Act, Ontario Works Act, Immigration and Refugee Protection Act, Enforcement
Act, and Income Tax Act) in order to interpret and apply legislation and established procedures to provide collection services in support of debt recovery.
- Freedom of Information and Protection of Privacy Act to avoid the inadvertent release of confidential information.
- Administrative/office policies, procedures and approval processes relating to paper flow and sequence, including debt recovery processes and practices to review debt referral information, investigate payments in excess of debt, and respond to enquiries from debtors and community agencies.
- Data reporting, collection and verification procedures to review and validate information, and identify and follow up on discrepancies.
- Database and spreadsheet applications to access and update information, and generate reports using internal programs (i.e., SAMS, SALIS, CAMS, SDCAMS, etc.) and Microsoft Word, Excel and Outlook.

Skills :

- Reasoning and problem-solving skills to perform tasks related to collection activities where numerous variables and scenarios are considered; to follow up on delinquent accounts; and to assist clients and stakeholders to resolve repayment plan errors.

- Analytical and evaluative skills to assess financial transactions, review payment histories, reconcile and resolve discrepancies, and interpret policy and legislation.

- Mathematical skills to conduct complex calculations and accruals using numerous data sources to determine sponsorship debt, explain calculations, and to recalculate and resolve financial discrepancies.

- Verbal communication skills to respond to enquiries from debtors, MPPs, Ombudsman and community agencies on collection process, overpayments, and former social assistance recipient and sponsor obligations.

- Negotiation, consultation and facilitation skills to follow up on delinquent accounts and recommend settlements in full; and to establish repayment plans to ensure debt recovery.

- Tact, sensitivity and diplomacy to deal with the public, recipients and sponsors in order to clarify legislative requirements, ministry policy, practices and procedures.

- Customer service skills to ensure customer satisfaction at all times when assisting and communicating with the public.

- Written communication skills to prepare correspondence to clients, external partners and stakeholders.

- Planning and organizational skills to work in a high volume environment with competing deadlines.

- Proficiency with Microsoft Word, Excel and Outlook to access databases, retrieve financial and program data, and produce correspondence and reports.

Freedom of Action :

Guidelines are available in the form of established administrative methods and business practices, segments of relevant legislation, branch procedures and debt recovery processes.
Position exercises independent action in prioritizing own work. Job exercises latitude in decision-making by: providing spontaneous responses to telephone inquiries (and in writing) to disputes related to debt collection from clients and stakeholders; responding to enquiries from MPPs, Ombudsman, community agencies and other ministries; negotiating and approving repayment plans; identifying grounds for cancellation;
recommending write-offs according to applicable policies; and determining cases for referral to Canada Revenue Agency Refund Set-Off Program.
Situations that deviate from established business practices, policies and guidelines are referred to the manager.