Position Profile


Job Title:  Support and Financial Services Coordinator

Work Unit:  Employment & Financial Supports – Alberta Supports

Ministry:   Alberta Community and Social Services

Competition Number:  1042603

Date:  May 2017
 

Position Summary

 

The Support & 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 & 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

  1.

Support Services Case Management

Activities:

  • 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. of 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)
     
  2.

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

Activities:

  • Provides information on varied employment/training options to assist individuals in making informed choices: example 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.
     
  3.

Financial Case Management

Activities:

  • 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 overpayments, 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 (AR's).

Scope

 

The Support & 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 & 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:

Knowledge, Skills and Abilities

 

Knowledge:

  • Income and Employment Supports 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 Human Services 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 labor market and financial assistance programs.
  • Knowledge of problem-solving techniques.

Skills:

  • 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 judgment 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.

Contacts

 
  • Albertans
  • Internal stakeholders such as Career & Employment Consultants, and/or other Alberta Works staff (Supervisor, Managers, Admin staff and other support staff).
  • External stakeholders such as Community resources and agencies/service providers.

 

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