Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- Job ID #31513: Special Supports Case Aide
- Union: CUPE Local 5167
- Job Description ID #: 1435
- Duration: Up to 18 months
- Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on November 19, 2025.
- 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 Supervisor, Human Services, administers mandatory and discretionary health and non health related benefits requests for Ontario Works, Ontario Disability Support Program and Low Income clients such as eyeglasses, dental and denture, medical taxi transportation, cribs and car seats, mobility devices and products, diabetic, incontinence and surgical supplies, Fare Assist program and funerals, burials and cremation services etc. Determining financial eligibility for Low Income clients. The Special Supports Case Aide works with minimum of supervision on multiple activities while ensuring deadlines are adhered to and established procedures are followed. Receives and answers inquiries on a queue-line.
GENERAL DUTIES
Work to support a wrap around service and make appropriate referrals to support the person i.e. referral to housing, or other government programs, funding sources and/or community agency.
Determine financial eligibility and approve/deny the issuance of Special Support items such as dental, glasses, prosthetics, diabetic, incontinent supplies and medical taxi transportation based on low income measures (LIM) guidelines and following eligibility criteria for the benefit requested.
interview applicants to complete Low Income Applications and determine eligibility for assistance and or funeral and burials assistance as required.
Arrange funerals with funeral homes, cemeteries and crematoria for Ontario Works, Ontario Disability Support Program and Low Income clients.
Receive, review and authorize/deny dental and denture claims based on the Discretionary Benefits Fee Schedule and file history and respond to dental inquiries and questions.
Present information sessions to community agencies, new staff and outside suppliers on the Special Supports Program.
Receive and answer enquiries on queue-lines from the public, hospitals, Coroner's Office, doctor and dental offices, funeral homes, occupational and physiotherapists, suppliers, pharmacies, agencies, other staff and supervisors.
Communicate with all levels of government, pharmacies, suppliers, banks, hospitals, doctors, dentists, funeral homes, occupational and physiotherapists, Coroner's Office, other staff and supervisors and elected officials.
Create and deactivate confidential client files; maintain other case information and documentation.
Interview walk-in clients, receive and authorize special assistance requests.
Complete applications for filing with CPP/OAS/Banks for reimbursement for funeral expenses for Ontario Works, Ontario Disability Support program and Low Income clients.
Complete stop payment of cheques for clients.
Correspond with clients, suppliers and health professionals to obtain information, correct valid claims, investigate continuation of benefits or notify applicant of denied claims and their right to request an internal review.
Assist in making travel arrangements for clients who have to attend hospital stays/treatment out of town or if they require taxi service
Maintain office filing system, such as confidential client and correspondence files.
Retrieve and extract data on financial and benefit activities relating to Special Supports using variety of different systems such as BAM, SAMS, and SALIS.
Maintain reimbursement records for cash and cheque recoveries for funerals.
Assist in training and development of new special supports staff and placement students.
Work 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.
Perform other duties as assigned which are directly related to the major responsibilities of the job.
QUALIFICATIONS
- Demonstrated experience in the above duties, normally acquired through a combination of education and relevant work experience. Demonstrated experience in a human/social service environment
- Demonstrated ability to provide sensational client-centered service in accordance with the City's mission, vision and values and Corporate Culture Pillars.
- Demonstrated excellent, analytical, organizational and time management skills.
- Demonstrated experience in competently assessing the needs and determining financial eligibility of individuals, families and target groups to support them in achieving their goals. Demonstrated experience maintaining a case load and paperwork system.
- Demonstrated working knowledge of Microsoft Office (Outlook, Word, Excel). Demonstrated ability to input data at an intermediate level with a high degree of accuracy. Previous experience with SAMS and SALIS database would be an asset.
- Must have good knowledge of Business English.
- Demonstrated ability to adapt to change and perform effectively in a dynamic and complex work environment.
- Strong interpersonal and communication skills, with demonstrated ability to work independently, within a peer team setting and as part of a multi-disciplinary team.
- Must have a good knowledge and understanding of the following; Special Supports Program, Ontario Works office and business procedures, Ontario Works and Ontario Disability Support Program legislation and departmental and community resources.
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.
