Case Presenter - City of Toronto, Toronto

The opportunity

Toronto Employment and Social Services (TESS) provides financial and social supports to social assistance recipients and City of Toronto residents. Eligibility decisions are made in accordance with Provincial directives and legislation, and in alignment with City policies. Clients have the right to appeal decisions made about the amount of assistance or benefits they are eligible to receive.

Reporting to the Manager, Program Support of TESS's Quality Control and Assurance Section, Case Presenters are an essential part of the Division in defending eligibility decisions by preparing oral and written submissions and making presentations to the Social Benefits Tribunal (SBT). Case presenters provide analytical expertise, advice, guidance and recommendations on issues pertaining to eligibility for social assistance, Divisional and Provincial policies and the application of various laws to those issues.

Skills and experience

• Considerable experience working in a regulatory environment interpreting and applying policy and legislation, researching, and analyzing case files and preparing supporting documentation to defend a position in relation to relevant legislation.
• Considerable experience in exercising critical judgement, analysis, and providing alternative solutions and negotiating resolutions.
• Experience in advocacy and dispute resolution, including the ability to present persuasive arguments, make recommendations to management, committees, tribunals and similar bodies, and respond effectively, both verbally and in writing.
• Experience incorporating equity, diversity, inclusion, and accessibility principles into service delivery and eligibility assessments to promote equitable outcomes and compliance with legislative and policy requirements.
• Proven political acumen and the ability to navigate complex landscapes, effectively managing competing goals and priorities, consulting and problem solving while maintaining positive working relationships.
• Demonstrated experience in digital-first environment, including use of web and teleconferencing applications, and email and messaging systems.
• Knowledge of the Ontario Works Act and Regulations, provincial social assistance directives, Social Benefits Tribunal Rules of Procedure and Practice Directions, the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), and their application in the delivery and administration of municipal social assistance programs.
• Ability to identify emerging issues, prioritize, and where appropriate, escalate to management, and apply any relevant solutions.
• Ability to review and provide subject matter context on judicial decisions, including Social Benefits Tribunal decisions, and policy interpretation pertaining to OW eligibility and potential trends and impacts.
• Strong ability to effectively manage varied workload with impeccable organizational skills, while contributing to overall teams' success in meeting program service delivery requirements.
• Exemplifies Toronto Public Service Values including providing exceptional client service and carrying out duties with broader City objectives in mind.
• Demonstrated ability to utilize conflict resolution, mediation, and negotiation skills to assist and promote settlement of disagreements in formal and informal settings.

Day-to-day

• Provides analysis, expertise, consultation, guidance and formulations of creative solutions on cases that are under appeal to ensure that the eligibility decision adheres to Ontario Works Act, Legislation and City policies.
• Make recommendations when a decision is challenged and provide advice on how to resolve the matter in compliance with existing policies, procedures, and guidelines.
• Breakdown complex information to communicate with clients and stakeholders in plain, simple language.
• Defends the Division's position on eligibility decisions affecting entitlement for social assistance by preparing written and oral submissions to represent the City at the SBT.
• Liaise with internal and external stakeholders including clients, staff of all levels, and the legal community to achieve desired results.
• Supports, challenges, and cross-examines testimony and evidence presented before Tribunals, Boards, and the courts.
• Identifies, organizes, and participates in pre-hearing teleconferences, early resolution processes, and related proceedings.
• Provides guidance and preparation to local office staff and third-party witnesses appearing before these bodies, as appropriate.
• Acts as a witness and represents the City's interests in civil and criminal court proceedings when required.
• Identifies appeals, including Human Rights challenges that cannot be resolved, and recommends to Senior Management whether representation is required.
• Reviews files and staff's written submissions to ensure eligibility decisions meet Divisional policies, Provincial directives, social assistance legislation, Natural Justice, and privacy laws.
• Validate and calculate overpayments to ensure correct issuance of assistance according to eligibility and legislative requirements.
• Identifies trends, themes and cases of general importance and other decisions of the Tribunal and Board that impact on Divisional policies and procedures.
• Reviews unsuccessful Tribunal decisions and assesses for fairness and errors, identifying cases requiring applications for reconsideration.
• Performs quality control functions for the Division, ensuring compliance with appeals processes and program file requirements.
• Compiles, researches, and assesses precedent setting jurisprudence related to Tribunal and Board decisions, legislation, directives, and policies.
• Develops and provides manuals and training to the Appeals Review Unit and Divisional staff.
• Participates on various internal and external committees and responds to inquiries and requests from the Division's legal counsel.

The team

The position operates within the Quality Control and Assurance Section of Toronto Employment and Social Services (TESS). The City of Toronto is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents it serves, committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).