Job Specification

Purpose of Position :

To provide excellent client service in assisting Support Payors (SP) and Support Recipients (SR) who have been referred to Client Service Tier 1. To effectively respond to and action client inquiries and service requests in a timely and effective manner. To support Family Responsibility Office (FRO)
clients by developing and maintaining a positive, respectful and welcoming relationship.

Duties / Responsibilities :

As a front-line client service provider within FRO's Tier 1, the Client Liaison Agent:

1. Receives and responds to incoming calls which may be case-related or non-case specific (e.g., general inquiries). Redirects calls as required. Makes outbound calls and takes appropriate follow-up actions to address the needs of clients and other stakeholders within the applicable legislation, policies
and procedures. Ensures that any information released is appropriate under program and ministry privacy provisions and adheres to established client service standards.

2. Contacts SPs and SRs and other stakeholders according to FRO policies and procedures as required when there is an interruption of support payments in order to determine the cause. Works with stakeholders to address the issue and re-establish regular payments.

3. Updates and maintains the case management file by documenting in the FRO Case Management System (FCMS) all case actions with detailed case notes; completed service requests; as well as any information or data received through contact with the SP and SR or other stakeholders.

4. Performs follow-up activities that may include: providing documents to clients for completion (e.g., Voluntary Arrears Payment Schedules (VAPS), Direct Deposit forms (DD), Pre-Authorized Payment forms (PAD), affidavits for lost cheques, name changes and direct payments); prepares generated
correspondence to provide basic information to clients and stakeholders; and, clarifies payment issues with finance staff.

5. Issues and/ or re-issues Support Deduction Notices (SDNs), Federal Support Deduction Notices (FSDNs), or Amended Support Deduction Notices (ASDNs) to clients and enters the information into the FRO Case Management System (FCMS).

6. Performs a variety of support services by: carrying out basic trace and locate functions (e.g., Ministry of Transportation search, credit bureau search, Personal Property Security Act search); and documents actions taken and/or results on manual and/or computerized databases. Contacts income
sources regarding remittances; obtains personal information for both the SR and SP; and responds to FRO Online inquires and service requests. Updates payment methods or other client information in FCMS.

7. Evaluates and reviews documentation for completeness and updates manual and computerized data/information. Follows-up directly with clients or other stakeholders to resolve routine missing information and to seek clarification to ensure appropriate updates are made to the FRO Case
Management System (FCMS) for compliant clients.

8. Determines, based on pre-defined criteria and an assessment of the circumstances of a case when the case is at a higher risk of non-compliance and escalates the case to team lead for potential reassignment to another client service tier.

Staffing and Licencing :

This position requires an employment screening check under the OPS Employment Screening Checks Policy, which includes a Criminal Record Check.

For the bilingual positions: Proficiency in oral and written French at an advanced level.

Knowledge :

Knowledge of the Family Responsibility and Support Arrears Enforcement Act (FRSAEA); Interjurisdictional Support Orders Act (ISO Act); Garnishment, Attachment and Pension Diversion Act (GAPDA); Family Orders and Agreements Enforcement Assistance Act (FOAEA); Family Law including court
processes, documents (e.g. support orders, domestic agreements, etc.) and community resources including Family Law Information Centres (FLICs);
Freedom of Information and Protection of Privacy Act (FIPPA); Accessibility for Ontarians with Disabilities Act (AODA), OPS Inclusion and Diversity Blueprint; and Conflict of Interest guidelines with the ability to make case decisions utilizing this knowledge and to ensure confidentiality of assigned
cases and non-release of restricted information.

Knowledge and understanding of Family Court procedures and practices to ensure compliance with orders of the courts, program service delivery standards and guidelines to provide explanations and to respond to client inquiries.

Knowledge of the tools and processes to conduct basic trace and locate functions and to document actions taken/results and prepare routine system generated correspondence.

Knowledge of financial documents and the ability to understand and explain tax returns, bank statements, credit bureau reports and other financial/legal/administrative processes.

Knowledge of the FRO Online System to assist client with registering and using the system; receive and respond to client inquiries and service requests; and to access client information and documentation using the system.

Knowledge of the operation of computer hardware and software and financial systems to enter and update data e.g. FCMS, conduct trace and locate functions, document action taken/results and prepare routine system generated correspondence to provide basic information to clients and stakeholders.

Skills :

Client service skills and collaboration skills to effectively foster and maintain positive relationships with both internal and external clients in a team environment.

Oral and written communication skills to articulate to clients in a logical, clear, concise and accessible manner and to explain/disseminate detailed information from clients and stakeholders. To take appropriate measures to effectively communicate with a diversity and inclusion lens and to consider
accommodation and special needs in accordance with OPS/MCCSS/FRO values and policies. Interpersonal skills to deal tactfully with sensitive issues and confidential information.

Reasoning and problem-solving skills to assess client inquiries regarding support and financial issues and taking appropriate follow-up action based on an understanding and application of program legislation, policies and procedures.

Analytical and decision-making skills to effectively understand and respond to client inquiries and to provide appropriate information regarding FRO's
processes and to determine the most appropriate action including the need to escalate non-compliant cases.
Conflict resolution, judgement and discretion to effectively handle contentious, sensitive and emotionally charged issues with clients who may have
differing issues; the ability to display empathy and to know when to de-escalate issues and escalate issues for non-routine inquiries.

Organizational, time management and administrative skills to manage high workload volumes and to prioritize competing requests within service Computer skills to: document action taken and results achieved on appropriate computerized databases including FCMS; update case information; prepare routine system generated correspondence; and access financial and program databases and computer applications to research/collect data.

Freedom of Action :

Work is performed under general supervision of the Team Leader and/or Manager and within program legislation, policies, procedures and guidelines to assist with compliance to support orders.

Latitude for decision making exists in: determining appropriate follow-up action when responding to inquiries; determining when to re-direct inquiries/issues for escalation reasons or sensitive issues that vary from established policies and procedures to Team Leader/Manager.

Position is required to determine confidentiality of information and when release is appropriate within established guidelines and to document all actions within the FCMS system as part of the case file management process. Although performed independently, work is periodically reviewed by the manager
for soundness of actions taken. Errors could have impact on clients and the credibility of the program.