Policy Changes to Support Centralized Intake

Ministry of Children,
Community Services and Social Services
Social Assistance Program
Policy Branch
Social Assistance Programs Division
2 Bloor Street West, 4th Floor
Toronto Ontario M4W 3E2

September 25, 2024

MEMORANDUM TO: Ontario Works Administrators, Municipalities and DSSABs, First Nations, Social Assistance Program Managers, Social Assistance Program Supervisors, ODSP Managers, ODSP Staff, First Nation Ontario Disability Support Program Sites

FROM: Jason Stanley, (A) Director, Social Assistance Program Policy Branch

SUBJECT: Policy Changes to Support Centralized Intake

Further to our communication on September 6, 2024, the ministry is moving forward with policy changes to support the implementation of Centralized Intake.

Background

Effective October 1, 2024, regulatory changes will be in place to designate the Ministry as the Ontario Works delivery agent in 10 municipal geographic areas of the province and designate these Consolidated Municipal Service Managers (CMSMs) as delivery partners.

The ministry will be responsible for initial eligibility decisions, including authorization of initial payment and notifying applicants in these 10 geographic areas:

  • City of Hamilton
  • City of Kawartha Lakes and County of Haliburton
  • County of Brant and City of Brantford
  • County of Northumberland
  • County of Peterborough and City of Peterborough
  • District Municipality of Muskoka
  • Norfolk County and Haldimand County
  • Regional Municipality of Niagara
  • Regional Municipality of Peel
  • Regional Municipality of York

Where the Ministry is the delivery agent, Dr. Andres Laxamana will be the Ontario Works Administrator.

Full implementation in the remaining municipalities and DSSABs across the province will be completed in 2025.

Changes to Ontario Works Policy

To support Centralized Intake, the following Ontario Works policy changes will impact both delivery agents and delivery partners across the province.

Overview of Ontario Works - Roles and Responsibilities

  • OW Directive 1.1

Roles and responsibilities of delivery agents and delivery partners, including:

  • Ministry as Delivery Agent
  • Municipalities/DSSABs as Delivery Partners
  • Municipalities, DSSABs and First Nations as Delivery Agents

Information has been streamlined and updated

In-person Services

  • OW Directive 2.1
  • OW Directive 9.1                  

All delivery agents and delivery partners must submit applications through Social Assistance Digital Applications (SADA) to enable the consistent use of the Risk-Based Eligibility Determination (RBED) assessment tool

The initial point of contact is the date the SADA is completed

First Nations delivery agents who do not use SAMS or SADA should follow their existing practices

No Response

  • OW Directive 2.1
    • ODSP Directive 1.1

If a caseworker is unable to contact an applicant a “no-response” letter can be sent after 2 attempts to contact the applicant, 4 days from the initial attempt


Applications can be relaunched if applicant makes contact after receiving letter

It is recommended that Delivery Agents follow the Ministry process to attempt to reach client 2 times before issuing a no response letter
 

Eligibility

  • OW Directive 2.1
  • OW Directive 9.1
  • ODSP Directive 1.1
  • ODSP Directive 3.1
     

List of what information must be verified remains the same

Discretion can be applied on how and when verification is completed (during application process or immediately after grant)

Remove “visual” requirement for verification

Third Party Checks

  • OW Directive 2.1
  • OW Directive 9.1
  • ODSP Directive 1.1
  • ODSP Directive 3.1

Additional 3rd party checks not included in the RBED result will not be mandatory before grant. Delivery agents can use discretion on how and when third party checks should be completed as part of the case review process

Mandatory verification for Employment Insurance, Ministry of Transportation, and Family Responsibility Office has been removed, third party checks to be verified as required

Clarify that

  • All applications must have consents signed either electronically or on paper
  • Verbal authorization will no longer be accepted

Overpayment

  • OW Directive 9.3
    • OW Directive 9.6


Ontario Works offices in the 10 geographic areas will refer “new inactive” overpayments to the Financial Services Unit within the Ministry’s Social Assistance Central Services Branch

The process for all other Ontario Works delivery agents remains unchanged