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• Job ID #31674: Ontario Works Worker I
• Union: CUPE Local 5167
• Job Description ID #: 1146
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on February 4, 2026
• Duration: Up to 24 months
• Vacancy type: This posting is for an existing vacancy 
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES

Reporting to the Human Services Supervisor, the Ontario Works Worker I manages and maintains a complex OW or Special Supports caseload requiring specialized attention or services.  Located in close proximity to the front desk of the Ontario Works office, this role plays a pivotal role in the journey towards ‘one stop’ service delivery by addressing walk-in and emergency applications.  As the Ontario Works or Special Supports subject matter expert, the Ontario Works Worker I can assist in all matters related to the effective delivery of services for the Ontario Works program and responds to internal and external inquiries.

GENERAL DUTIES

Maintains a smaller specialized OW case management caseload of participants or a Special Supports caseload of OW, ODSP or low-income individuals that present with multiple challenges or barriers requiring prolonged and frequent intervention to maintain access to services. Performs all of the associated responsibilities attached to the maintenance of an Ontario Works caseload or a Special Supports caseload.

In conjunction with the Human Services Supervisor, assists with issues and concerns resulting from, but not limited to, complex and/or emergency applications, walk-ins and harder to serve applicants/participants that may arise on a day-to-day basis.

Reviews and completes various Emergency Applications, including those related to domestic violence, flooding, fire incidents, relocation, and special support program assistance. Collaborates with relevant stakeholders to facilitate timely and effective responses to emergency situations while ensuring ongoing support for affected individuals and families.

Provides front desk assistance related to complex public inquiries, cheque issuance, emergency and/or crisis assistance, facilitates and co-ordinates application schedule issues and client referrals.

Receives and responds to inquiries from staff, participants, the public, community agencies of a more complex nature and provides relevant recommendations for resolution.  Responds to inquiries received through the Director’s office.

Participates in case conferences with Case Managers or Case Aides for both ongoing cases and new applications to assist with customer service and program delivery concerns utilizing decision making skills and expert knowledge of legislation, business processes and policies.

Provides oversight, direction and support to Special Supports Payment Clerks with daily payments, weekly payment runs, vendor inquiries, and Accounts Payable process.

Provides oversight, direction, mentoring and support to new hires, Case Managers, Case Aides and students.  Identifies and assists in the professional development of staff and students.

Reviews escalated inquiries and provides informed recommendations to management on next steps and actions.

Engages and empowers individuals from both a collegial and participant perspective.

Participates and recommends changes on policies, procedures and business processes that may impact on the Ontario Works and Special Supports Program standards of service delivery and/or customer service.

Within defined parameters, develops and maintains relationships with other community agencies and organizations and attends meetings, when applicable, to ensure cross-training and effectiveness of service delivery and/or customer service.

Utilizes extensive knowledge of resources to advocate on behalf of applicants/participants.

Troubleshoots and act as Subject Matter Expert in BAM, SAMs software etc.  Supports staff in development, merge files, file deactivations vendor payments etc.

Utilizes SAMS, BAM, and the Funeral Data Base System (FDS) to ensure accurate and timely reporting and documentation of required information.

Conducts interviews to establish initial, emergency and on-going eligibility.  Develops documents and maintains appropriate confidential records using available technology and file.

Verifies financial assistance payments against approved budgets; identifies payments to be issued, suspended or cancelled; replaces lost and stolen cheques and completes related documents.

Maintains detailed knowledge of legislation and current changes to ensure compliance with OW, ODSP legislation, policy and procedures including Special Supports Low Income Program

Counsels and refers applicants/participants to other internal programs and community agencies and recommends case plan.

Ensure seamless office coverage and support when the leadership team attends off-site meetings. This includes managing emergencies, addressing inquiries to ensure operational continuity.

Responds to emergency issues such as major fires and chemical spills or other disaster related events, by staffing shelters, obtaining food supplies and assisting in transportation of disabled persons.

Provides coverage for staff when on vacation or training.

Communicates any identified problems, trends and issues with regards to Ontario Works and Special Supports Low Income Program to leadership team for assessment and next steps.

Reviews new staff’s case review sheets thoroughly and accurately, provides constructive feedback and support as needed. Identifies areas for improvement and ensures that supervisors are aware of any deficiencies.

Delivers presentations to the community to promote Ontario Works and Special Supports program or services.  

Addresses safety concerns and manages situations involving mental health-related issues, concurrent disorders, and inappropriate behaviors. Ensures a safe environment within City offices, responds effectively to incidents involving individuals who trespass, and collaborates with relevant stakeholders to implement appropriate interventions and support measures.

Assists with the preparation of post-incident reports and participates in debriefing sessions with management to accurately document incidents and improve future safety practices.

Acts as a point of contact for first responders (Police, Fire and Ambulance) as needed to support resolutions for participants and community members.

Monitors, assesses and actions the mental health crisis line for Ontario Works participants. Acts as a support for staff and management in regard to declared mental health participants Develops safety plan to assist in support of participant and staff.

Assists participants with ODSP applications, attends and supports participants at monthly ODSP Income Clinic. Provides support and guidance to all Ontario Works participants present at clinic.

Meets participants in community-based settings and home visits. Supports case management staff with attending home visits as a secondary staff.

Enforces the policies with trespassed participants or community members currently restricted within the RZone Policy.

Completes internal reviews on decisions made by Case Aides with respect to Special Support Program mandatory and discretionary benefits.

In collaboration with the Supervisors, helps to coordinate and assist with issues/problems/concerns resulting from, but not limited to applications, absence coverage, walk-ins and harder to serve applicants that may arise on a day-to-day basis.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to occupational Health and Safety

Performs other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Demonstrated knowledge principles, theories and code of ethics of human services normally acquired through the completion of a two year Community College Program in Social or Human Services with extensive experience in the Human Services field counselling clients, conducting interviews and assisting individuals/families.
   
2. Knowledge gained by successfully completing the training for Ontario Works Worker, with progressive on the job experience as an Ontario Works Worker II.
   
3. Demonstrated level of expertise and proficient knowledge of the Ontario Works Act, Regulations, Policies Special Supports Guidelines. and Directives and ODSP.  Ability to understand and interpret legislation for the purpose of communicating updates and to educate clients and recommend to staff.
   
4. Must possess excellent client services skills to assist with hard to serve clients and emergency situations. Highly developed interpersonal skills to deal with difficult and sensitive situations/cases both with staff, clients and community agencies. Demonstrated ability to deescalate and handle conflict management.
   
5. Nonviolent crisis intervention training an asset.
   
6. Demonstrated ability to mentor and support a variety of people including students, new hires and case managers.  Ability to demonstrate and model clear methodology for assessment and case management.
   
7. Demonstrated ability to be innovative and problem solve, especially on escalated or specialized cases by assessing the needs of individuals, families, groups and communities and assisting them through person-centered services to access the resources necessary to achieve their goals and meet their needs.
   
8. In-depth knowledge of the community agencies and related resources.
   
9. Excellent verbal communication, facilitation and presentation skills to conduct meetings, community presentations, etc.
   
10. Strong time management, planning and organizational skills as demonstrated/proven through extensive case management.  Ability to manage multiple projects, client cases and staff.
    
11. Strong work ethics with a creative and dynamic outlook.
    
12. Demonstrated flexibility in adapting to change and willing to participate in opportunities that may shape and affect service delivery.
    
13. Result oriented self-starter.
    
14. Excellent written communication skills with demonstrated ability to write reports and compile statistics.
    
15. Must possess a valid Ontario Class G Driver’s license with a reliable vehicle for use on the job.
    
16. French language would be an asset.
    
17. Asist (Applied Suicide Intervention Skills Training) Training would be an asset.

THIS POSITION REQUIRES A VALID CLASS “G” DRIVER’S LICENCE AND PROOF THEREOF IS REQUIRED AFTER HIRE

NOTE: As a condition of employment, the successful applicant(s) will be required to obtain, satisfactory to the City of Hamilton, a Police Vulnerable Sector Check, at their own expense, prior to beginning work in this position.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.