Job Specification

Purpose of Position :

To effectively perform clerical and customer service support duties related to the Disability Adjudication Unit. Provide services in French and English.

Duties / Responsibilities :

Provides clerical services by:

- Liasing with Ministry ODSP and Ontario Works offices to resolve Service Delivery Model Technology (SDMT) referral issues; process incoming requests for extensions, manual referrals, terminating referrals; draft reports using word processing computer software; and accessing Disability Determination Package (DDP) tracking system, Social Benefits Tribunal tracking system and SDMT.
- Reviewing status of inquiries related to the adjudication process.
- Obtaining and verifying client information by accessing SDMT and using knowledge of the legislation and directives.
- Assisting in the intake procedures for Ontario Disability Support Program (ODSP) applicants, screening for eligibility, correcting discrepancies, completing necessary documentation, maintaining and assisting other programs as required.
- Maintaining and updating input/output control of DDP tracking, SBT tracking and SDMT by reconciling, verifying and completing disability determination records and producing client letters and labels. Transferring information between the DAU/ODSP/OW offices through the use of the SDMT, ensuring security of terminal data and backup.
- Discussing and liaising with DAU staff and other Ministry (ODSP and OW) staff to resolve inquiries related to SDMT.
- Identify and report enhancements to management regarding SDMT technology.
- Performs other related duties as assigned.
- Providing task and process orientation to other staff as required.

Staffing and Licencing :

- Proficiency in oral French language at the advanced level

Knowledge :

The incumbent requires thorough knowledge of the disability adjudication process and good knowledge of the related legislation such as the Ontario Disability Support Program Act and Ontario Works Act to respond to general inquiries and appropriately direct calls. The incumbent requires knowledge of Ministry, DAU and ODSP/OW administrative office procedures, guidelines and practices. Knowledge of Ministry and in-house program specific computer systems such as DDP tracking, SBT tracking and SDMT to provide effective clerical and administrative support such as compiling information, accessing clients' files and producing reports. The incumbent requires word-processing skills and working knowledge of computer software such as MS Word and MS Access to produce routine correspondence and reports. Basic knowledge of Excel.

Skills :

Core: The incumbent in this position requires excellent verbal communication and interpersonal skills combined with tact and diplomacy in order to provide effective inquiry handling services. The position requires analytical skills to determine and provide necessary client information and maintain and produce required reports. Writing and grammatical skills required for proofreading all work for accuracy. Sound organization skills are required in order to maintain statistical records and effectively carry out all responsibilities. The incumbent requires basic knowledge of office equipment such as fax machines, photocopiers.

Technical: Demonstrated keyboarding skills using work processing in a Windows environment.

Accountability: The incumbent is responsible for providing accurate quality service and for meeting all deadlines. Errors in prioritizing own work could lead to missed deadlines. The incumbent is responsible for providing prompt, accurate and courteous services for the unit. The incumbent is responsibility for maintaining accurate records for adjudicated clients. Errors could result in incorrect/inaccurate information disseminated to the adjudicators, clients, agencies and the public. This could result in improper adjudication decisions and cause poor public relations for the unit/division/ministry.

Freedom of Action :

The incumbent is expected to exercise judgment in order to prioritize own work to meet deadlines with minimal supervision. The position requires the incumbent to use acquired knowledge of the operation and programs in order to make decisions concerning where and when to direct telephone calls for attention or for resolution of internal problems. The incumbent is expected to resolve all routine work related problems and to refer only complex or unusual problems to the supervisor or Client Service Advisor.