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1.7. Caseload Management


Ontario Works Effective Date: March 1, 2022
Topic: Introduction to Ontario Works    Replaces: July 1, 2009
Subject: Caseload Management Policy No. H.1.7. 




It is the process of organizing & carrying out specific duties in an accurate, efficient and professional manner.

  • Work with the participant to provide the best possible service. Educate individuals as to their rights and responsibilities. Time will be saved and you will have the satisfaction of providing excellent client service. 
  • Teamwork - Get to know, learn from and utilize the strengths of fellow team members and support staff and share your own strengths in turn. Everyone will benefit. 
  • Familiarize yourself with available internal and external services and refer appropriately. Minimize time spent with participants on matters outside your range of specialization.
  • Familiarize yourself with the Resource Library, Ontario Works Directives and the Manitoulin-Sudbury OW Policy & Procedure Manual. Know how to look things up and do so before asking for help. It will save you and others valuable time. 
  • Plan your month - Use a calendar to block off cut-off dates, "must attend" meetings and training sessions. Schedule participant appointments and time for resulting paperwork; as well as time for all other administrative duties and complicated case reviews. Do not schedule appointments at month end or cut-off.  Avoid taking applications late in the day.
  • Set your priorities on a daily, weekly and monthly basis. Deal immediately with those matters that directly affect service to your participants. Use computer tools such as suspend lists, task lists, etc. to prioritize your work. 
  • Anticipate potential crises and take steps to prevent or deal with them. This is time spent wisely.
  • Try to handle each piece of paper only once.  If you pick up a piece of paper, do not put it down without doing something that will help move it on its way.  Do something no matter how small, to complete that task. Once the task is completed, scan into Electronic Filing System.
  • Seek help from your supervisor - it is not always necessary to work alone; however, prior to seeking help have a recommendation prepared for discussion.
  • Corporate File Standards – The Manitoulin-Sudbury DSB has moved to electronic filing of all client information. As a general rule, any verification or documentation that in the past was photocopied and placed on the corporate file, will now be scanned and filed electronically.
  • Exception Based Income (EBI) Reporting - Clients who have fluctuating income, pending income or earnings are required to declare all income received by means of the Income Reporting Statement (IRS) on the 16th of every month for income received from the 16th of the previous month up to and including the 15th of the current month. Verification of income received must be submitted with the IRS. OW Case Managers will be given the option to implement EBI reporting process and override the monthly income reporting requirements for clients with no income or fixed/static income.
  •  MyBenefits/IVR – Clients have the ability to sign up for MyBenefits. MyBenefits makes it faster, easier and more convenient for you to securely access information anytime, anywhere and on any device. Clients are able to report income and address changes, see payment history, see letters that have been generated.  


  1. Completion of Applications
  2. File Reviews & Eligibility Verification Process
  3. Outcome Plan Reviews
  4. Employment Assessment 
  5. The Actioning of Tasks
  6. Updating 2212’s – Declaration of Support & Maintenance
  7. Organizing and Actioning Paper flow (Mail and filing)
  8. Telephone Messages
  9. Month End
  10. Monthly Reports
  11. Cut off

Please refer to the succeeding sections for a detailed description as well as principles and procedures to follow for each item. 


  • Applications for Ontario Works can be completed through the online application system, over the phone with the IBAU, or in person or by phone with your local Ontario Works office.
  • When booking the appointment, make the applicant aware of the documents and information required to complete the application. This will help ensure that the participant will be prepared with the necessary documentation and information required for the completion of the Application for Financial Assistance and Outcome Plan. 
  • Prepare application packages to include all appropriate forms.
    • Rights and Responsibilities must be reviewed with the applicant after forms are completed.
    • The Co-residency Information Sheet on co-residency and cohabitation must be provided to all single applicants/recipients residing with individuals of the same or opposite sex.
      • The participation requirements of Ontario Works must be explained to all members of the benefit unit with requirements, and the Outcome Plan completed.
  • Your telephone number should be noted on the copy of the Rights and Responsibilities form that you leave with each participant.
  • If the participant does not come to the office for a scheduled appointment, a letter should be sent to the individual asking them to contact you to reschedule the appointment. If the individual does not respond within ten working days, the case is to be found ineligible and should be withdrawn.
  • Record “outstanding information required to complete application” on a “missing information letter”. State on the letter the date the information is required by and keep a copy of the letter in the file.
  • No signed documents are to be taken out of the office, except those that are intended for the participant (i.e. copy of Rights and Responsibilities, etc...)
  • Process applications as soon as possible. Each one must be actioned as quickly as possible. If there is outstanding information which precludes processing a case, make a note in Social Assistance Computer System to clearly state why the application is being held. This is particularly valuable when the Case Manager is away from their desk or is absent from work.
  • Each of the following must be completed and filed in the Electronic Filing System. 

(M) - Mandatory

  1. Form 1 (Application) - M
  2. Form 3 (Consent) - M
  3. Rights & Responsibilities - M
  4. Outcome Plan - M
  5. Employment Assessment - M 
  6. 2212 (Declaration of Support & Maintenance) if applicable - M
  7. Any assignments, if applicable – M
  8. Literacy Test and Evaluation – M
  9. Any other forms relevant to specific case – M
  10. Inter-Departmental Consent Form - M

Make clear and concise notes regarding case in Social Assistance Computer System notes section.

  • The computer system and the mailing system are to be used at all times unless the case is deemed an emergency.

CROSS REFERENCE: Section 2.3 – Application (How to Complete)


File Standards – The Manitoulin-Sudbury DSB has moved to electronic filing of all client information. As a general rule, any verification or documentation that in the past was photocopied and placed on the corporate file, would now be scanned and filed electronically.

All filing to be completed by the Integrated Program Assistant or the Case Manager, in the Ontario Works cabinet in the Electronic filing System. 

Electronic and/or Hard Copies of the following documentation must be present on file:

      Document                    Corporate File  Worldox  Visually Verified in Technology 
Ontario Works       
Form 1    X  
Declaration of Support  2212          X  
Consent    X  
Rights and Responsibilities                            X  
Participation Agreement    X  
Inter-Office Department Consent                                    X  
Income Statements - IRS    X  
Monthly Activity Report    X  
Assignments (EIB, CPP, Etc.)   X  
Agreement to reimburse    X  
DBD info - Void Cheque    X  
Court Orders/Support Agreements                                           X  
Support Waiver- Temporary & Permanent                                                                                                           
Resume    X  
Literacy Test    X  
Literacy Evaluation and Assessment   X  
Community Placement Agreement   X  
Self-Employment forms   X  
EJP- Application Forms    X  
EJP - Host Agreement    X  
EJP- Training Schedule A    X  
EJP - Reimburse Form with Supporting Documents    X  
Training Letters (First Aid, ect.)   X  
Proof of Identity and Date of Birth    X  
Status in Canada    X  
SIN - Health Card - Driver's License      X
Income Information - EI, Paystubs, CPP, Record of Employment, etc.      X
Asset Information - bank statements, vehicle registration, RRSP etc.     X
Shelter Costs      X

Terminating Files

•  On or around the 6th business day of the month, staff will receive a copy of the CRS 120 Case Closure Report. This report will show the cases that have been terminated within the last month.  Staff should review this report and change the termination reason (where applicable) within the following two business days to ensure that terminations are being recorded accurately.
•  Termination checklists should be completed within 3 weeks of terminating a file and saved in the Electronic Filing System for review by all program supervisors.


File Termination Checklist

Integrated Program Termination Checklist 

Must be completed within 3 weeks of the termination date. 

Which Program for Termination  OW  Community Housing  Child Care
Member Name: Member ID:  Date of Termination:
Reason for termination:
VW Reason:                                     VW letter on file: Yes, No, N/A 
Moved from Municipality?  Yes, No, N/A 
If yes, New address:
Employed?  Yes, No, N/A   If yes, name of employer:
If employed, was client informed of EEHB? Yes, No, N/A 
Amount of overpayment:                Eligible for write-off?  Yes, No 
Is Outcome Plan closed?  Yes, No 
Is CITO file closed? Yes, No
Is there an open EVP audit? Yes, No        If yes, cancel EVP audit 
Termination letter sent to client?  Yes, No 
Termination letter gives correct reason for termination? Yes, No 
Overpayment explained to client in letter?  Yes, No 
Appeal process explained to client in letter?  Yes, No 
File closed in " My Caseload at a Glance" spreadsheet in Teams?  Yes, No 
EO Chapleau office only
Is the client on EO in Chapleau? Yes, No, N/A 
If yes, was an email sent to the Chapleau Employment Consultants? Yes, No 
If client is on EO, change status to Non-SARS open in CITO. Yes, No
Community Housing
Client on DSS? Yes, No    If yes, has there been a re-assessment?
Has Administrative Assistant been notified of Change in DSS or Termination? Yes, No 
Does the client reside in a Manitoulin-Sudbury housing unit? Yes, No
If yes, location:
If yes, was an email sent to housing IPA and supervisor to notify tenant is no longer on OW? Yes, NO
Child Care 
Is client accessing child care subsidy? Yes, No 
Has OCCMS been updated to reflect CC termination or change in income source? Yes, N/A 
If CC case has been terminated:
Has the parent been notified and the communication noted in OCCMS?
Was an email sent to
Save document to Worldox - Action - AA- Awaiting Approval
Completed by:                            Date:


3. FILE REVIEWS and Eligibility Verification Process (EVP)

  • The File Review is used to review the participant’s ongoing eligibility for Ontario Works. Case Managers are required to redo documents Form 1, Form 3, Form 2212 (if required), Inter-Departmental Consent Form and the Rights and Responsibilities a minimum of once every 24 months. (See Section 9.1 Frequency of Reviews)
  • The Eligibility Verification Process uses a risk-based approach to reviewing Ontario Works recipients’ ongoing eligibility for financial assistance.  The Eligibility Verification Model (EVM) will identify cases in which there is a high likelihood that there has been a change in the recipient’s financial eligibility, which has not been reflected in the amount of assistance issued. Each month, a percentage of the cases (3%) identified as high risk will be assigned to staff for review.  In the review, staff must critically analyse and interpret third party consumer credit and EVM output information to determine if the recipient continues to meet eligibility requirements and whether a change in the amount of assistance issued is required.
  • Make sure the participant is aware of the information that will be required prior to a scheduled interview.
  • If the participant does not appear for the scheduled appointment try to reschedule; if the participant does not have a telephone or email, write him/her a letter requesting that they call to reschedule. If there is no response within ten working days, the participant’s benefits must be put on hold.
  • Encourage questions from the individual (i.e. education).
  • Complete the Rights and Responsibility form each time the Case Manager does a file review.
  • The Outcome Plan must be updated a minimum of every three months or six months depending on the participation requirements.
  • The Employment Assessment must be updated for all participants.
  • Action “Tasks”. 


The Task List is used as a tool to assist in effective caseload management. The Social Assistance Computer System system generates tasks for cases which require action.

a. Manual Tasks

This is a task that is manually entered. A task is input when information is required for a future review, i.e. support, rent receipts, birth verification, income etc. The item should be changed to completed or a future date input when they become due.

b. System Generated Tasks

These are tasks that are generated automatically. Tasks are reported only once, i.e. diabetic diet expires, a dependent turning 18 ect. and therefore must be actioned immediately. Tasks will remain on the list until they are resolved by the Case Manager.


  • Reports can be a very useful tool to assist in effective caseload management.  Case Managers should be reviewing reports on the monthly basis, these may include and can be found Z:\Staff\SAMS Info:
    • Integrated Case Summary
    • Case Closure Details
    • EA Participant Progress
    • Employment Assistance Performance
    • Employment Assistance Participation Summary


  • Review your mail/email daily. Prioritize it so that items which require immediate action are taken care of first. Items which require money should be given priority.
  • Do not let your mail/email accumulate. Handle each item only once..
  • Prepare for extra mail between the 16th and 25th of each month when Income Reporting Statements are due. 


  • All telephone messages must be returned within 24 hours.
  • Please renew your voice mail message everyday indicating the date and the length of time that it will take you to get back to the individual. (i.e. Hi, you’ve reached Sally Smith at ext. 666. It’s Monday, September 25. If you leave a detailed message with your name and phone number, I’ll be able to return your call within 24 hours. Participants will continue to call or will come into the office until they receive appropriate service.
  • Messages should be left on your internal and external voice mail to advise individuals of the dates that you will be away from the office. The message must also indicate that inquiries may be directed to the office switchboard by pressing 0.


  • At cut off, review your suspend list daily until month end. 
  • Avoid scheduling appointments at month end.
  • Ensure proper documentation in the Social Assistance Computer System notes section so others can understand clearly what you are expecting from the participant.
  • If you can resolve the problem before month end, do so (i.e. releasing cases from suspend where outstanding information has been provided).
  • Do not put cases on suspend unnecessarily if you are going to be away at month end.
  • If you are going to be absent at month end, note in the Social Assistance Computer System notes section any anticipated problems that may occur.


Exception Based Income (EBI) Reporting

OW Case Managers with the approval of their Supervisor will be given the option to implement EBI reporting process and override the monthly income reporting requirements for clients with no income or fixed/static income.

The Case manager will review the criteria for EBI, the client's circumstances and may use their discretion to determine which clients are suitable.

Clients will be expected to sign a new Rights and Responsibilities Form indicating their agreement to participate in EBI reporting which will confirm their understanding that they need to report all changes to their Case Manager and meet with their Case Manager at minimum every six months to review their participation in EBI reporting.

EBI reporting will be not available to clients who have fluctuating income, pending income, pending earnings or in the first three months of eligibility for Ontario Works. They will be required to declare all income received by means of the IRS on the 16th of every month for income received from the 16th of the previous month up to and including the 15th of the current month. Verification of income received must be submitted with the IRS.

Income from earnings will be calculated using the actual net earnings in the month received.