City of Kingston Information Report to Council Report Number

Transcription

1 To: From: Resource Staff: City of Kingston Information Report to Council Report Number Mayor and Members of Council Date of Meeting: Subject: Executive Summary: Lanie Hurdle, Commissioner, Community Services Sheldon Laidman, Director, Housing & Social Services Social Assistance Service Modernization Strategy In June 2017, the Ministry of Community and Social Services (MCSS) introduced a five year roadmap for the modernization of the Ontario Works Program. The City of Kingston is a Consolidated Municipal Service Manager (CMSM) for the Ontario Works program for the City of Kingston and County of Frontenac. The five year roadmap is part of the government s Social Assistance Service Modernization Strategy (the Strategy). Social Assistance Modernization is part of the Ontario government s commitment to make services more modern, client-focused, digitally available and efficient. The end-goal of modernization is a client-centred, modern, efficient, cost-effective, sustainable service delivery system that supports integration across programs (childcare, housing, income support, etc.). The Strategy identifies five key areas for change that will have an impact on the future delivery of Ontario Works: Intake Client Communications Digital Tools and Processes Payment Administration Benefits Delivery Implementation of the Strategy has already begun as it spans The MCSS will be releasing further details and beginning a frontline staff and public engagement process in the fall of This Strategy, along with other complimentary provincial initiatives such as Human Services Integration, Income Security Reform and the Basic Income Pilot, is expected to have a Council Meeting

2 Page 2 of 8 significant impact on those receiving social assistance in Kingston and Frontenac as well as how the Housing & Social Services Department delivers its programming. While the City is mandated by provincial legislation to implement the Ontario Works program as required by MCSS, it is important to note that many of the basic tenets of this Strategy are already included within both Council s priorities and the Housing & Social Services Department s own work plans. These include a focus on customer service, increasing digital access, continual process improvements to realize administrative efficiencies, more high-impact client activities through case management and greater integration of services. City staff anticipate that, in addition to improving customer service, the Strategy will have longer term changes on the type of work and workload performed by Service Managers as well as provincial funding distributed to Service Managers. City staff will be working with MCSS to fully understand the scope of the initiatives being proposed in the coming months and will be ensuring that both Ontario Works clients and City staff are engaged as to how best to implement these expected changes. Recommendation: This report is for information purposes only. Council Meeting

3 Page 3 of 8 Authorizing Signatures: Lanie Hurdle, Commissioner, Community Services Gerard Hunt, Chief Administrative Officer Consultation with the following Members of the Corporate Management Team: Desirée Kennedy, Chief Financial Officer & City Treasurer Denis Leger, Commissioner, Corporate & Emergency Services Mark Van Buren, Acting Commissioner, Transportation & Infrastructure Services Not required Not required Not required Council Meeting

4 Options/Discussion: Page 4 of 8 Background In 2016, the Ontario government made significant commitments to the transformation of income security programs and the reduction of poverty in the province. Among the many priorities of Ontario s Poverty Reduction Strategy ( ) is the continued reform of social assistance. The 2016 provincial budget announced two important initiatives to enable that reformation: the Income Security Reform Working Group and the Ontario Basic Income Pilot (OBIP). While the two projects are independent and being conducted separately, the recommendations that develop from each project will impact the other given the complementary nature of the initiatives. In June 2017, the MCSS introduced to Housing & Social Services management staff a five year roadmap for the modernization of the Ontario Works Program (Exhibit A). The five year roadmap is part of the government s Strategy. MCSS has framed the Strategy as the foundation that will make all other associated government initiatives possible. Though the five year roadmap has been developed before the final recommendations of the Income Security Reform Working Group have been released and before the analysis of the OBIP, the path created by the initiatives described in the roadmap both anticipates and enables the potential findings from these projects. All three initiatives, though ostensibly independent, are operating in tandem and are complementary to one another. In the spring of 2017, staff from MCSS Social Assistance Service Modernization Branch (SASMB) began presenting the five year roadmap to Ontario Disability Support Program (ODSP) Managers and Ontario Works delivery agents across the province. In late September 2017, MCSS will be releasing the plan and additional material for social assistance staff, partner agencies and the public to assess and review. MCSS considers the modernization of social assistance to be foundational for its other priorities and initiatives, such as Human Services Integration, the Poverty Reduction Strategy and Income Security Reform. The plan also aligns with other key government initiatives and concerns such as Benefits Transformation, the Government Digital Strategy and enhanced Service Ontario service. Social Assistance Modernization is part of the Ontario government s commitment to make services more modern, client-focused, digitally available and efficient. The end-goal of modernization is a client-centred, modern, efficient, cost-effective, sustainable service delivery system that supports integration across programs (childcare, housing, income support, etc.). As originally called for in Lankin-Sheik s 2012 Commission for the Review of Social Assistance in Ontario, the Strategy will move income support away from a complex, rules-based system with an enforcement focus that sometimes seems punitive to a more holistic, supportive approach with a risk-based paradigm to ensure program integrity. MCSS still has not fully defined what this risk based approach will completely entail; however, this represents a major shift in approach. The client experience would be improved by providing additional access channels, including self-service options and digital access, while also being more respectful and less invasive. Such changes will enable clients to more quickly and easily access required services, make better connections and be more efficiently connected to appropriate referrals. The Strategy aims to modernize processes to create efficiencies and cost reductions, automate and centralize administrative tasks, and provide staff more time for high-impact activities that will lead to better client outcomes. High-impact activities would include the initial assessment of Council Meeting

5 Page 5 of 8 client needs and barriers with warm referrals to the appropriate services and active case and outcome planning to address a client s unique needs and situation. The Five Year Social Assistance Road Map Priority Areas for Change The Strategy identifies five key areas for change: Intake Client Communications Digital Tools and Processes Payment Administration Benefits Delivery Intake Intake is the application process for accessing social assistance. The first change for Intake was implemented in July 2017 with an extended re-application period from 30 days to 6 months. The change was based on a pilot undertaken at the Toronto Ontario Works offices which saw that 90% of all re-applications had no change in eligibility criteria. The change is expected to make it easier and faster for someone to obtain the income support they need while also providing more consistent case management. The administrative workload is expected to be reduced as caseworkers are not duplicating information and work associated with a new application. The next phase for Intake modernization is risk-based intake where eligibility will be verified based on individual risk ( ), followed by risk-based digitally verified granting ( ), where digital verification (i.e. using sign-in partner financial institutions to access MyAccount through the Canada Revenue Agency) will enable timely and more convenient income support to the financially vulnerable in Kingston and Frontenac. Client Communications A key tenet of the modernization Strategy is to improve client communications by providing selfservice options that will be more accessible and convenient. As clients are better able to access information, general inquiries and unscheduled visits to local offices should decline and therefore ease administrative burdens. The first phase of modernization for communication is a Social Assistance Contact Centre operated by Service Ontario where implementation will begin with ODSP followed by Ontario Works in The expectation is this will provide more hours of service to clients outside normal work hours as well as provide online chat communication options. In , enhancements are planned to the existing client Interactive Voice Response (IVR) system to increase the self-service option and to enable clients to report life events over the phone. By making the IVR more interactive, clients will be able to access and report information 24 hours a day. Simultaneously, digital tools will be developed (see Digital Tools and Processes below) and the enhancements to the IVR will ensure that clients have multiple channels of access. Ministry staff have emphasized that the Strategy will introduce new channels and improve existing ones, but they will not be removing previous communication options so that services remain accessible for clients without reliable internet (i.e. in rural communities) and for clients who are not comfortable with mobile and digital services. Council Meeting

6 Page 6 of 8 Digital Tools and Processes When the provincial Ontario Works technology, Social Assistance Management System (SAMS), was implemented in 2014, it was expected that a Client Portal to allow social assistance recipients to directly access and submit information would be implemented shortly afterward. However, after piloting the Client Portal and determining it inadequate for modernization requirements, a new mobile solution is being developed to replace the Client Portal. The first phase of implementation is expected in which will be a mobile selfserve option for clients to access their file information and report changes. Phase 2 is planned for which will include the ability for clients to submit documentation/attachments (known as evidence in SAMS) to their caseworker. The mobile solution will be called MyOntario and will initially support social assistance programs with the expectation that Human Services Integration will be facilitated by the technology and eventually include access to childcare subsidy and subsidized housing services. MCSS is also working on an electronic document management system with initial prototypes being trialed through ODSP offices. There are three pilots currently being run in Kingston, Toronto and Barrie ODSP offices. Electronic document management is expected to be implemented for Ontario Works in Payment Administration The first phase of modernization for payments has already been implemented with cheques being replaced by Reloadable Payment Cards for ODSP clients. ODSP clients who do not have access to direct deposit are now able to have their monthly entitlement automatically loaded on a payment card so they no longer have to pay cheque cashing fees. There will be phased implementation of the Reloadable Payment Cards across Ontario Works offices in with the first implementation beginning in the summer of 2017 in Toronto Ontario Works offices. After the replacement of cheques for OW and ODSP recipients is complete, MCSS will begin replacing third party vendor cheques with direct bank deposit in The implementation will be gradual from landlords to other providers with the first phase to begin with local housing corporations. Benefits Delivery The Ministry of Finance is currently conducting a Benefits Transformation project and benefits issued by MCSS account for 75% of all Ontario benefits issued; therefore, benefits delivery is a major part of the modernization plan. The first two phases for benefits modernization were implemented in Paper drug cards were phased out and all social assistance recipients are now able to access needed prescriptions by presenting their Ontario health card. This reduced the administrative workload at local offices, as well as improved service for clients. As paperless drug cards were implemented, MCSS also established the Social Assistance Verification (SAV) Helpline. The SAV Helpline is operated by Service Ontario agents and enables pharmacists and optometrists to verify clients social assistance eligibility. With the success of the paperless drug card, MCSS is moving forward with paperless dental cards for ODSP clients in November Implementation of a similar model for Ontario Works clients will take longer to determine as benefits vary across municipalities due to municipal discretion in health benefit delivery. Council Meeting

7 Page 7 of 8 By , MCSS expects to initiate a Service Provider and Vendor Management System designed for third party providers to improve communication between clients, staff and third parties while reducing administrative work. By full implementation, the modernization strategy envisions benefit delivery to be streamlined and centralized with reduced administrative work for local Ontario Works offices and improved access to benefits for clients. Implementation and Next Steps As the five year roadmap spans , the implementation of some modernization measures has already begun. Although until the spring of 2017 when the roadmap was announced to CMSMs, it was unclear that previous program changes were part of a five year modernization plan. The overall implementation Strategy itself is based on collaborative codesign with a series of pilots and prototypes to allow incremental implementation. Staff will evaluate each new initiative as the details are unveiled by MCSS to determine how best to implement the change and will be sure to have regard for its impact on clients, frontline staff and partner agencies. Existing Policy/By-Law: Ontario Works Act Notice Provisions: Not applicable Accessibility Considerations: Not applicable Financial Considerations: Financial impacts to the City of Kingston and County of Frontenac are unknown at this time as MCSS has not released any information on potential changes to the cost share formulae that could result as efficiencies are realized due to the Social Assistance Service Modernization Strategy. Staff do anticipate that with significant changes to workload within each Service Manager area, there will most likely be a review of funding. Each Service Manager will also be responsible to plan changes to its workforce and associated budgets. The current cost share of the Ontario Works Program is as follows: Client Social Assistance Benefits and Allowances: 2017: 97.2% provincial/2.8% municipal based on actual client expenditures. 2018: 100% provincial as the Ontario Works upload is complete. Discretionary Employment Benefits: 97.2% provincial/2.8% municipal with a maximum cap based on caseload count which is currently $2.3M will be 100% provincial due to the Ontario Works upload. Council Meeting

8 Administration Funding: Page 8 of 8 50% provincial/50% municipal with a maximum cap based on caseload size (currently $4.6M provincial maximum funding). Contacts: Lanie Hurdle, Commissioner, Community Services extension 1231 Sheldon Laidman, Director, Housing & Social Services extension 4957 Other City of Kingston Staff Consulted: Katie Clarke, Manager, Ontario Works, Housing & Social Services Department Laura Rabbie, Acting Manager, Ontario Works, Housing & Social Services Department Danielle Wilson, Case File Auditor, Ontario Works, Housing & Social Services Department Exhibits Attached: Exhibit A MCSS Five Year Modernization Roadmap Council Meeting

9 Exhibit A Ministry of Community and Social Services Five Year Modernization Roadmap Council Meeting