Position Profile

Job Title:  Support and Financial Services Coordinator

Work Unit:  Delivery Services

Ministry:   Alberta Community and Social Services

Competition Number:  1040393

Date:  February 2017



The Support and Financial Services Coordinator (SFSC) is responsible for determining ongoing eligibility for Income Support, the issuance of financial benefits and the provision of support services to benefit recipients. The SFSC monitors, supports and holds benefit recipients of Income Support benefits accountable for progress towards self-sufficiency.

The SFSC assists these Albertans in meeting their employment, financial, personal and medical needs to ensure their economic and social well-being. Responsibilities involve assessing and meeting client needs on a regular basis or referring/recommending appropriate interventions, including advising clients of their rights, income support benefit entitlements and their responsibilities; providing referrals and support to help benefit recipients access employment and training services, finances, labour market information and community resources. This position also provides crisis support and utilizes problem-solving techniques to connect individuals with appropriate intervention resources.

Responsibilities and Activities


Support Services Case Management


  • Reviews new files assigned, to become generally familiar with an individual's relevant history, current situation, needs, medical issues, investment/action plan/case management activities etc. Defines and implements next steps in managing each individual case - which may range from in-person meetings, to noting dates that medical documentation requirements are due, to seeking clarification from Career and Employment Consultant(s) on specific action plan activities. Generally reviews files within the caseload assigned, and adjusts/revises activities to manage individual cases, in response to changing circumstances, situations and individual needs.
  • Assists ETW/NETW Income Support benefit recipients to identify and discuss individual needs, options for addressing these meets, and reviews progress in working through the activities within an individual investment/action/case plan through phone, mail or face-to-face meetings. Meetings may be scheduled by the SFSC to discuss a broad spectrum of issues that may be financial, personal, employment related or medical related. The intent of the discussion is to gather information to establish if a recipient requires further services, if the SFSC can provide these services or for referral to a Career and Employment Consultant (CEC) or external agency should occur. E.g. Typical situations which may give rise to an SFSC initiating discussion with an individual, include:
    • Communication or observations suggest that there may be underlying issues that negatively impact the recipient's ability to fulfill their investment/action plan expectations (e.g. the recipient has obtained employment on several occasions but has not been able to sustain employment for longer than a month or two).
    • A benefit recipient has been unable to follow through with investment/action plan activities relating to employment or training due to issues that can be problems solved by the SFSC in conjunction with the recipient such as child care arrangements and it might therefore be necessary to modify or alter activities.
  • Benefit recipients in crisis will walk into the office without a booked appointment, and they may require immediate support from their assigned SFSC to deal with shelter situations such as potential eviction, homelessness, lack of food, termination of utility services, domestic violence and emergency medical needs.
  • Immediate needs of some benefit recipients can also be addressed, where appropriate, by telephone (e.g. or proving trouble for medical appointment).
  • Provides a variety of support services to meet individual needs:
    • Authorizing immediate/emergency benefits (e.g. to reconnect utilities, or to support an individual who has been evicted).
    • Makes resource referrals to community support agencies such as AADL, AADAC, Suicide Crisis Line, Canadian Mental Health Association -- to support individuals currently in crisis or to address issues such as addictions. Makes referrals to a (CEC) for assessment and referral to appropriate resources. Discusses individual needs with the resource referral of an involved party (e.g. a landlord, Public Guardian, Public Trustee, First Nations) to facilitate and expedite meeting an individual's immediate needs.
    • Follows up on investment/action plans/case management activities, reviewing next steps an individual has agreed to take in their search for employment, or their commitment to a training option. If activities have not been achieved, consideration is given to possible extenuating circumstances and modification to the plan may be agreed upon. In investment/action to more appropriately align with an individual's current or revised goals.
    • Documents individual hard copy and electronic files.

Facilitate the provision and brokerage of services available within the department and through community resources and contracted agencies.


  • Provides information on varied employment/training options to assist individuals in making informed choices, i.e. Labor Market Information Center services, community resources and contracted agencies. Clarifies expectations and services available. Connects individuals with resource contacts directly, as appropriate -- to facilitate service access.
  • Follows up with Career and Employment Consultants, community resources and agencies/services providers to ensure participation (e.g. addictions treatment, mental health treatment, methadone clinics) and/or to confirm an individual has followed through on investment/action/plan activity, and to discuss individual programs, and options for next steps in supporting the search for employment or pursuit of training opportunities.
  • Clarifies and explains Income Support program guidelines, procedures, and practices to community resource and agency contacts.

Financial Case Management


  • Approves (or denies) financial benefits issued to individuals, ensuring financial benefits are provided within program policies and guidelines. Ensures substantiation of need or circumstances is provided.
  • Reviews Client Reporting Cards, Annual Reviews, and documentation for completeness (e.g. pay stubs); follow-up with individuals to ensure required information is received. Reviews investment/action plans to confirm an individual has completed activities as agreed.
  • Response to changes to an individual's circumstances (e.g. as identified on client reporting card or annual review, as communicated to the SFSC by the client, etc.) generating benefits, issuing replacement benefits or terminating client benefits for reasons of excess income or assets or failure to provide required information to maintain eligibility for financial services or lack of follow-through on investment/action plan commitments. Changes to an individual's circumstances may be significant and impact an individual's eligibility for financial benefits (e.g. reviewing self-employment business viability).
  • Calculates over-payments, requests repayment agreements and determines if an individual should be referred to Fraud.
  • Identifies cases of suspected fraud in complete initial investigation duties. Provides documentation and testifies in court as required.
  • Responds to audit recommendations by reviewing documentation, consulting with the Supervisor, and taking corrective action where necessary.
  • Initiates appeal process by making eligibility decisions, informing clients of their rights, documenting actions, and preparing appeal hearing documents for the Supervisor.
  • Drafts and substantiates Director Approval requests on behalf of individuals.
  • May provide information or action related to Action Requests (ARs).



SFSC staff report to a Supervisor. Responsibilities are identically described. Assignments may vary somewhat at any particular point in time, in response to current operational requirements, level of staff experience, and individual staff interests and skill sets, but typically include a combination of both Expected to Work and Not Expected to Work clients.

The SFSC authorizes or denies benefits and supports in accordance with Income Support policies, procedures and guidelines. In addition, the SFSC exercises judgment in supporting individuals with unique, changing, and emergent needs. Decisions made have profound impacts on the lives of benefit recipients through supporting their involvement with programs and services that enhance their employability and maximize their community attachment. While issuance of financial benefits is still a significant aspect of the role, the role of how the work is performed has shifted from administrative processing to building relationships with individuals and from responding to individual needs to initiating discussions. Problem-solving is a key element of duties performed through working with individuals to assess needs, clarifying options to address these needs, and supporting the individual in following through with agreed upon investment/action/case plans.

Knowledge, Skills and Abilities



  • l&ES Act, policies and procedures, Regional and Area procedures and practices to ensure adherence to requirements.
  • Knowledge of a wide variety of current and evolving external community resources, agencies, contracted services for referral.
  • Knowledge of social barriers, mental health issues, and handicapping conditions in dealing with clients.
  • Knowledge of financial budgeting.
  • Knowledge of AEI computerized information systems (e.g. Mobius, LISA, CCD, recovery system).
  • Skills in word processing, e-mail and information access through web-based systems.
  • Knowledge of AEI labor market and financial assistance programs.
  • Knowledge of problem-solving techniques.


  • Interviewing skills to determine ongoing client needs and income support eligibility. Essential communication skills coupled with interpersonal and negotiating skills to foster client commitment in following through with submission of financial needs and in investment/action plan activities. Skills in providing information/guidance to individuals from a wide variety of personal life circumstances.
  • Strong organizational skills and a tolerance for balancing routine tasks with complex, competing and urgent demands.
  • Conflict resolution and problem-solving skills to contend with clients who become hostile, aggressive or depressed due to their circumstances, and to de-escalate tense or threatening situations.
  • Ability to motivate clients to take charge and document for their own investment/action plans.
  • Ability to exercise a high degree of independent decision-making in applying professional standards to personal judgement and objectivity in dealing with varied clients and their unique circumstances.
  • Ability to contribute in a high paced team environment through meetings, project committees and shared case management responsibilities.

Supervision Exercised



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