Administrative Support Clerk – Toronto

Job title: Administrative Support Clerk – Toronto
Posted on: October 16, 2020
Job Description:

Purpose of Position :

To provide a range of support services to the management team, Caseworkers, clients/applicants and the public regarding provincial social assistance programs.

Duties / Responsibilities :

Job requires:
Under the direction of a manager, working as part of a team, to provide access, information and administrative support to clients, the public and staff involved in the delivery of social assistance :
Providing administrative/program support by:

– Accessing computer programs and electronic database system to respond to inquiries; entering information changes or to gather program related information for caseworkers and managers (i.e. EI database and other 3rd party verification options).
– Gathering information to update physical and electronic files.
– Creating various documents in Windows based applications such as standard letters/minutes in Word; tracking documents in Excel and presentations in PowerPoint.
– Receiving and responding to inquiries for general program information whether in person, by telephone or through electronic methods (i.e. Fax OPS, Client Portal, OASA, etc.) and determining/taking appropriate action.
– Completing various activities to support program delivery i.e. gathering basic information from clients to assist with the application process, completing SODO requests, stocking information packages for employment support /intake, taking minutes/notes at meetings, maintaining staff telephone lists, maintaining tracking sheets for internal review, employment supports, intake, and scheduling client meetings with caseworkers, creating master files and filing documents, etc.
– Creating and issuing pre-approved Additional Benefits for ongoing clients in the computer program/electronic database system (i.e. MSN, Vision Care, Eye Glasses, Hearing Aid, etc.).
– For ongoing clients, validating, assessing and determining whether invoices for Additional Benefits (i.e. MSN payments) are appropriate for payment based on Caseworker direction in notes or in person. This includes creating the payment if required.
– Processing the issuance of pre-approved forms/letters for ongoing clients (i.e. Vision, Eye Glasses, Hearing Aid forms).
– For clients, vendors and third parties (i.e. Trustees, Landlords, etc.), validating, assessing and determining whether printing and release of social assistance payments are appropriate based on prescribed processes.
– Entering earnings, income & change report data into computer programs and electronic database system.
– Depositing reimbursements/repayments.
– Maintaining supplies and office equipment.
– Scanning and printing information to respond to Freedom of Information and Protection of Privacy Act (FIPPA) requests and other requests (i.e. MPP, Office of the Ombudsman, etc.).
– Monitoring work queues and taking appropriate action.
– Making bank deposits, accepting/tracking cheques/money orders for repayments/reimbursements.

Providing mail services by:
– Processing all incoming and outgoing mail and courier packages.
– Distributing mail to appropriate staff, work units, etc.
– Distributing client payments.

Providing customer services at reception by:
– Greeting and directing visitors/clients at local office reception following customer service standards.
– Answering incoming calls and taking messages.
– Responding to inquiries by providing routine and general information about programs.
– Redirecting inquiries to other program staff and other external contacts as appropriate.
– Accepting reimbursements/repayments from clients, completing bank deposit slips and making deposits at the bank.

Providing records, cash, supply and equipment management services by:
– Maintaining the records and cash management systems based on established practices for creating, updating and archiving.
– Monitoring supply levels, placing orders and re-stocking of supplies once received from vendors.
– Responding to equipment malfunctions, trouble-shooting, and contacting vendors for service as required.

Working co-operatively within a team by:
– Participating in meetings, sharing information, analyzing operational processes and needs.
– Providing input into proposed changes to procedures/operations, proposing solutions and/or making suggestions for optimal use of resources to resolve backlogs and to ensure deadlines are met.

This job description reflects the key responsibilities of the job. Managers may assign additional related duties.

Staffing and Licensing :

You must be proficient in English and advanced level oral French.

Knowledge :

Job requires knowledge of:
-Social assistance legislation and the ability to interpret to provide customer service by directing request and making referrals appropriately. Knowledge of the Ontario Disability Support Program (ODSP) Act, regulations, policies, guidelines and business processes. Knowledge of other provincial, federal and municipal programs related to social assistance such as Ontario Works (OW), Canada Pension Plan (CPP), Old Age Security/ Guaranteed Income Supplement, Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Student Assistance Plan (OSAP).
-Local community resources such as food banks, housing and support agencies in order to provide general information and provide appropriate referrals.
-Awareness of and sensitivity to various client disabilities in order to provide appropriate pro-active service.
-Government and ministry administrative policies, procedures, directives and guidelines to perform administrative tasks such as records and cash management, supply ordering and office equipment maintenance.
-Computer and relevant software programs to perform administrative and clerical support functions such as preparing correspondence, reports, spreadsheets, charts, presentation slides, updating program database, sending and receiving electronic mail.
-Ministry, Division, and Branch organizational structure, roles and responsibilities to answer inquiries or to determine where to direct callers/inquiries.
-Freedom of Information and Protection of Privacy legislation and OPS Quality Service Standards to respond appropriately and efficiently to inquiries.
-The operation of office equipment such as printers, photocopiers, facsimiles, to operate equipment efficiently and ensure adequate maintenance.
– Mail and banking protocols to manage incoming/outgoing mail and bank deposits of reimbursement/repayments.

Skills :

Job requires:
1. Organizational and time management skills to prioritize own workload to meet conflicting demands and ensure deadlines are met. Ability to work effectively in a team and independently.

2.Oral and written communication skills to:
-Deal effectively with clients, colleagues and the public by phone, computer and in person.
-Convey messages and information in a clear and concise manner using correct terminology.
-Receive and send electronic messages.
-Prepare routine letters and correspondence using prescribed formats.
-Book appointments with Caseworkers.

3. Office administration skills to maintain records management systems and supply levels, operate routine office equipment and respond to malfunctions, and perform banking functions. The ability to work in an automated environment using on-line databases and various Windows based computer applications i.e. Word, Excel, PowerPoint, and electronic mail. The skills to access and update client information to produce reports, forms, letters and payments. The skill to create and manage tracking documents in programs such as Excel i.e. tracking performance against key indicators or number of employment support referrals received, or number of intakes assigned to a particular staff or Internal Review/Social Benefits Tribunal requests, etc.

4. Tact and Interpersonal skills and client-centred customer service skills, including effective listening and self-control techniques to elicit information from a diverse clientele and the ability to deal effectively with a high volume of clients with disabilities through a variety of communication modes i.e. face-to-face, phone and computer.

5. Judgement and impact of errors to:
– Determine sensitivity of information being requested, provide appropriate messages and information, and apply policies / procedures when providing information.
– Assess the nature of inquiries and refer more complex inquiries to other staff and urgent / sensitive / contentious inquiries / issues to manager.

Freedom of Action :

Job requires:
1.Working within established, well documented ministry and government administrative procedures.

2.Performing tasks with limited direct supervision with the freedom to set own priorities to meet changing deadlines.

3.Using judgment to assess the nature of inquiries and to decide whether to manage inquiries personally or refer them to another staff member or manager.

Work is performed under the general supervision of the ODSP Manager.


Employment Type: Temporary
36.25
Field of Work: Office/Clerical
Required skills:

The newly established Intake and Benefits Administration Unit (IBAU) within the Ministry of Children, Community and Social Services (MCCSS) will focus on supporting people through economic recovery and renewing social assistance in Ontario by building a smarter more sustainable system focused on supporting people through crisis and beyond. We offer a collaborative working environment focussed on excellence, progress and continuous improvement. We pride ourselves on not only delivering service excellence, but also in how we deliver – with a supportive culture that values diversity, inclusion and ongoing growth and development.

Do you thrive in a client-service environment and possess demonstrated administrative, communication and customer service skills? If so, consider this challenging opportunity with the IBAU within MCCSS.

* 3 Bilingual (French/English) positions
* 22 Unilingual (English) positions

What can I expect to do in this role?
As a customer service provider and member of the program delivery team, you will:
• provide clerical and administrative support services to the team, either virtually or in-person;
• answer incoming calls and respond to electronic inquiries;
• sort and distribute incoming mail;
• establish and maintain electronic and hard copy filing systems;
• validate, assess and determine the release of social assistance payments;
• coordinate and maintain team schedules and calendars;
• utilize databases, to gather/enter client information and data for reports and assignments.

Please note: The majority of this role will be done virtually, however work locations/headquarters will still be assigned and will be based on the home addresses of successful candidates against the following potential locations - Barrie, Belleville, Bracebridge, Brampton, Brantford, Brockville, Burlington, Cambridge, Chatham, Cornwall, Guelph, Hamilton, Hawkesbury, Kenora, Kingston, Kirkland Lake, Kitchener, Lindsay, London, Mississauga, Newmarket, North Bay, North York, Orillia, Oshawa, Ottawa, Owen Sound, Pembroke, Peterborough, Renfrew, Sarnia, Sault Ste Marie, Scarborough, Simcoe, Smiths Falls, South Porcupine, St Catharines, Stratford, Sudbury, Thunder Bay, Toronto, Windsor, Woodstock

How do I qualify?

Mandatory
You must be proficient in English and advanced-level oral French. (for the bilingual positions only)

Administrative, Clerical and Financial Skills:
• You demonstrate knowledge of administrative office procedures, practices and routine office equipment to provide support, either virtually or in-person, in a fully automated environment using online databases to input /access client information.
• You demonstrate knowledge of financial processes and analytical skills to validate, calculate and determine appropriate benefit entitlements.
• You can provide financial payment/reimbursement processing and monitoring services.
• You can use software such as Word, Excel and PowerPoint, and electronic mail to produce reports, forms, letters and payments.

Communication and Interpersonal Skills:
• You have verbal and written communication skills to clearly and concisely respond to in-person, virtual and electronic program inquiries from the public.
• You demonstrate interpersonal and listening skills to elicit information and support team members, either virtually or in-person.
• You have interpersonal skills to interact with the public, and collaborate in a team-driven environment – virtually or in-person - to ensure that operational requirements are being met.

Customer Service Skills:
• You have proven customer service skills to effectively deal with a high volume of clients virtually, in person, by telephone and through electronic communication.
• You are able to understand and apply the regulations, policies and guidelines governing the social assistance programs in order to respond to inquiries in a timely and accurate manner.
• You are aware of and sensitive to issues facing clients and those living with fixed or low income.

Judgement and Organizational Skills:
• You are able to organize and coordinate workflow, assess priorities and meet deadlines.
• You have demonstrated experience working in a team environment, either virtually or in-person, proposing solutions and/or making suggestions for optimal use of resources, sharing decision-making with co-workers to prioritize tasks and workloads to ensure operational requirements are met.

Additional Information:

Address:

•3 Bilingual Temporary, duration up to 18 months, Any City, Anywhere in Ontario , Criminal Record Check
•22 Temporary, duration up to 18 months, Any City, Anywhere in Ontario , Criminal Record Check

Compensation Group:

Ontario Public Service Employees Union

Understanding the job ad - definitions
Schedule:
3.7

Category:

Administrative and Support Services

Posted on:

Friday, October 9, 2020

Note:
•This ad is also available in French.
•In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
•C-SS-155234/20

How to apply:
1.You must apply online by visiting www.ontario.ca/careers. You must enter the job id number in the Job ID search field to locate the job ad.
2.Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
3.Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
4.Read the job description to make sure you understand this job.
5.OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
6.If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment Services staff will contact you within 48 hours.

Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Monday, October 26, 2020 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

Job advertisements for positions that have been designated bilingual will be provided in both English and French on the website. Positions that are not designated bilingual are not translated and are displayed in English only on both the English and French versions of the website.

Les annonces d'emploi pour les postes désignés bilingues sont publiées en anglais et en français sur le site Web. Les annonces pour les postes qui ne sont pas désignés bilingues ne sont pas traduites et elles figurent en anglais seulement, tant dans la version française que dans la version anglaise du site.

The Ontario Public Service is an inclusive employer.

Accommodation is available under the Ontario Human Rights Code.

Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca


Company information

Company Name: Ontario Public Service (OPS)
Contact Name: Mary Lou Ditta
Address: 5700 Yonge Street, 2nd Floor
City: Toronto
Postal Code:M2M 4K5
Telephone: (437) 239-3187
Email: mary-lou.ditta@ontario.ca
Additional information:

Additional Information:

Address:

•3 Bilingual Temporary, duration up to 18 months, Any City, Anywhere in Ontario , Criminal Record Check
•22 Temporary, duration up to 18 months, Any City, Anywhere in Ontario , Criminal Record Check

Compensation Group:

Ontario Public Service Employees Union

Understanding the job ad - definitions
Schedule:
3.7

Category:

Administrative and Support Services

Posted on:

Friday, October 9, 2020

Note:
•This ad is also available in French.
•In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.
•C-SS-155234/20

How to apply:
1.You must apply online by visiting www.ontario.ca/careers. You must enter the job id number in the Job ID search field to locate the job ad.
2.Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
3.Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
4.Read the job description to make sure you understand this job.
5.OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
6.If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment Services staff will contact you within 48 hours.

Please be advised that the results of this competition may be used to form an eligibility list of qualified candidates to potentially fill future vacancies represented by the Ontario Public Service Employees Union (OPSEU). In accordance with the Collective Agreement, eligibility lists are shared with OPSEU representatives. By applying to this competition, you are providing consent that your name may be shared with OPSEU representatives.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Monday, October 26, 2020 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

Job advertisements for positions that have been designated bilingual will be provided in both English and French on the website. Positions that are not designated bilingual are not translated and are displayed in English only on both the English and French versions of the website.

Les annonces d'emploi pour les postes désignés bilingues sont publiées en anglais et en français sur le site Web. Les annonces pour les postes qui ne sont pas désignés bilingues ne sont pas traduites et elles figurent en anglais seulement, tant dans la version française que dans la version anglaise du site.

The Ontario Public Service is an inclusive employer.

Accommodation is available under the Ontario Human Rights Code.

Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca


Apply Online URL: https://www.gojobs.gov.on.ca/Preview.aspx?JobID=155234
Prefered method of contact: Apply Online URL