Case Management Officer - BILINGUAL

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The families we serve are our top priority. We are a fast-paced, high-volume organization that is committed to client-focused service. We are committed to improving the lives of families, better empowering them to plan for the future and achieve economic and social stability.

We need innovative, efficient, and committed team players to build our clients' confidence and accomplish our commitment to Ontario families. If you have the ability to make sound decisions under pressure with tight deadlines, this opportunity is for you.

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About the job

Family support matters can be complex and stressful, especially when children are involved. When our clients need a helping hand, you will be there to answer the call. You will think customer service by default, and make every effort to work with clients to ensure they know how our program works and ensure families are getting the funds they are entitled to.

From proactively reaching out to a client to negotiate a payment arrangement, to conducting investigations to understand the details of a family's situation, to taking enforcement action where required to help ensure support obligations are met, you will see it all.
As a Case Management Officer, your key focus is to work with families and other stakeholders to help ensure that support payments are being made and, when cases are not in compliance, to use all appropriate interventions to help get payments back on track. You will develop and execute tailored case management plans based on the specific circumstances of the families that you serve, and you will use a highly customized and proactive approach to manage each case.

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What you bring to the team

Mandatory requirements

• You must possess oral and written French language skills at the advanced level. Your proficiency level will be confirmed before hire.

Client Service, Communication, and Interpersonal Skills

• You are able to provide customer service to the public on sensitive issues with tact, diplomacy, respect and inclusiveness
• You can explain complex matters to clients in plain language, using verbal and written communication skills
• You remain flexible and rational in stressful situations, working well under pressure
• You have demonstrated experience building and maintaining positive relationships with internal and external stakeholders

Analytical, Case Management Skills

• You produce creative case management solutions that are tailored to the situation of your clients, within the scope of policies and legislation
• You can research, analyze, and assess financial documents to update financial information records and databases
• You can quickly and thoroughly evaluate a case to determine appropriate next steps
• You have negotiation and problem-solving skills to influence and encourage compliance, negotiate payment arrangements with clients based on verifiable financial evidence
• You are able to develop resolutions and promote compliance for a positive client experience involving complex support issues

Technical Skills

• You have the ability to interpret, apply, and explain applicable legislation, policies and procedures to determine appropriate enforcement action
• You understand family court systems/procedures to interpret court orders and other legal documents, ensure compliance and explain court processes and decisions to clients
• You have computer skills to research and access data, update financial information records and prepare correspondence

Organizational and Teamwork Skills

• You have a proven ability to achieve results using a positive, collaborative approach with peers and clients
•You have strong teamwork skills to work co-operatively, provide client support and work in a supportive team environment
• You have strong prioritizing and organizational skills to prioritize and manage a diverse workload with conflicting deadlines from a variety of sources.

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Additional information:

Note:

• This ad is also available in French.
• In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
  
  Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
  
  A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
• The information that you provide for the purpose of this competition and the results from this competition may be used to fill other positions These positions may be of various tenures including short-term assignments. Your information and the results from this competition will be retained for the purpose of filling vacancies in accordance with the applicable collective agreement or policy provisions.

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.