Job ID #30524: Housing Services Case Aide (PERIODIC)

at  City of Hamilton

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #30524: Housing Services Case Aide
• Union: CUPE Local 5167
• Job Description ID #: 7378
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on October 23rd, 2024. This posting will be used for all permanent and temporary vacancies from October 23rd, 2024 - April 23rd, 2024.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

The Healthy & Safe Communities Department is committed to its people and is dedicated to building a strong and healthy community. We are passionate about making a difference and are recognized for our excellence. We offer a respectful and supportive workplace that provides life-long learning opportunities, leadership, innovation and performance excellence.
We are looking for high performing public servants who are interested in experiencing a challenging, rewarding, enjoyable, and fulfilling career. The successful candidate will demonstrate an ability to provide excellent client service in a respectful, courageous, empathetic, just and ethical manner. Your ability to set and achieve personal goals, professional goals and contribute to the goals of the organization will result in high job satisfaction.

QUALIFICATIONS

• Knowledge of the principles and theories of human services with experience in conducting interviews and assisting individuals and families in finding and using community resources normally acquired through the completion of a two year Community College Diploma in Social Services and experience in the field or equivalent work and education.
• Demonstrated ability to provide excellent client-centered service.
• Demonstrated experience in competently assessing the needs of individuals, families and target groups to support them in achieving their goals.
• Demonstrated knowledge of violence against women and homelessness serving system and interventions which create housing stability.
• Demonstrated working knowledge of Microsoft Office XP (Outlook, Word and Excel). Demonstrated ability to input data at an intermediate level with a high degree of accuracy. Previous experience with SAMS and SALIS database and HMIS system would be an asset.
• Must have a good knowledge of Business English and office procedures.
• Demonstrated experience in human/social service environment.
• Demonstrated ability to adapt to change and perform effectively in a dynamic and complex work environment.
• Demonstrated ability to work in a fast paced environment and respond effectively to crisis situations.
• Strong interpersonal skills, with demonstrated ability to work independently, within a peer team setting and as part of a multi-disciplinary team.
• Proficiency in French language would be an asset.

SUMMARY OF DUTIES

Reports to a Housing Services Supervisor, the Housing Services Case Aide provides a range of administrative and clerical support to Case Management and Housing options within the Housing Services Division. The Housing Services Case Aide works with a minimum of supervision on multiple activities while ensuring deadlines are adhered to and established procedures followed. Case Aides provide a variety of services in support of case management duties assigned to Housing Services Case Managers; undertakes a variety of social service support responsibilities that are complementary to the role of the Housing Services Case Worker; and a variety of services in relation to housing stability options.

GENERAL DUTIES

• Receives and processes a variety of information from applicants and participants of Ontario Works and those intersecting with the homelessness serving system, according to set criteria and business processes to support application and case management activities. Some examples may be: Statement of Income, Housing Stability Benefits, address changes, special diet requests, medical transportation benefits, issuance of bus tickets, out of town transportation, etc.
• Works to support ‘no wrong door’ approach and makes appropriate referrals to support applicant i.e. referrals to housing stabilization options, homelessness prevention interventions, employment services, child care subsidy, etc.
• Provides customer service (in-person and over the phone) which includes triage and reception services by, greeting visitors/clients, determining service required, responding to questions, scheduling/rescheduling appointments, and taking messages/re-directing to staff/agencies. Identifies urgent customer needs (e.g., evictions, loss of funding, lost cheques) and notifies appropriate staff.
• Determines financial eligibility for mandatory, employment related, non-shareable and discretionary benefits following eligibility criteria, local policy and business processes for the requested benefit.
• Ensures local homelessness prevention benefits are issued in order to work toward achieving outcomes mandated by Provincial and Federal funding agreements (e.g. Housing Stability Benefit, etc), and per local policy and business processes.
• Completes authorizations/denials for discretionary benefits, vision care, diabetic supplies, drug/dental cards, per guidelines and procedures, and sends out notifications. Photocopies eligibility documentation, such as clients’ legal documents, banking, and other information and returns originals.
• Provides participants with required Ontario Works forms such as Direct Bank Deposit and Special Diet application forms, Statement of Income etc.
• Reviews, verifies and inputs all Direct Bank Deposit client information.
• Provides referral to and assistance in connecting to housing stabilization options, including emergency shelter, housing with supports, homelessness prevention interventions, social housing, etc.
• Performs data entry into SAMS, Homelessness Management Information System (HMIS), RCF database, etc.
• Processes cheque direction forms within prescribed timelines.
• Conducts data searches on SAMS, HMIS, Word, Outlook, SALIS, ACCESS and Excel.
• Responds to general inquiries from clients who are in emergency situations over the phone and/or in person.
• Actions Direct Bank Deposit (DBD) rejects, stop payment requests and DBD recalls.
• Composes routine correspondence.
• Provides coverage and support to team members. Enters, records and validates client information from phone calls, personal visits, etc. to support case management. Documents in SAMS, HMIS and other databases regarding communications from applicants or participants.
• Receives and answers routine enquiries from clients, public, police, court officials, government agencies and lawyers.
• Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
• Performs other duties as assigned with are directly related to the major responsibilities of the job.