Case Management Officer

The families we serve are our top priority. We are a fast-paced, high-volume organization that is committed to client-focused service. We are committed to improving the lives of families, better empowering them to plan for the future and achieve economic and social stability.

We need innovative, efficient, and committed team players to build our clients' confidence and accomplish our commitment to Ontario families. If you are bilingual and have the ability to make sound decisions under pressure with tight deadlines, this opportunity with the Ministry of Children, Community and Social Services is for you.

What can I expect to do in this role?

Family support matters can be complex and stressful, especially when children are involved. When our clients need a helping hand, you will be there to answer the call. You will think customer service by default, and make every effort to work with clients to ensure they know how our program works and ensure families are getting the funds they are entitled to.

From proactively reaching out to a client to negotiate a payment arrangement, to conducting investigations to understand the details of a family's situation, to taking enforcement action where required to help ensure support obligations are met, you will see it all.

As a Case Management Officer, your key focus is to work with families and other stakeholders to help ensure that support payments are being made and, when cases are not in compliance, to use all appropriate interventions to help get payments back on track. You will develop and execute tailored case management plans based on the specific circumstances of the families that you serve, and you will use a highly customized and proactive approach to manage each case.

Location: Toronto

How do I qualify?


You must possess oral and written French language skills at the advanced level. Your proficiency level will be confirmed before hire.

Client Service, Communication, and Interpersonal Skills

• You are able to provide customer service to the public on sensitive issues with tact, diplomacy, respect and inclusiveness

• You can explain complex matters to clients in plain language, using verbal and written communication skills

• You remain flexible and rational in stressful situations, working well under pressure

• You have demonstrated experience building and maintaining positive relationships with internal and external stakeholders

Analytical, and Case Management Skills

• You produce creative case management solutions that are tailored to the situation of your clients, within the scope of policies and legislation

• You can research, analyze, and assess financial documents to update financial information records and databases

• You can quickly and thoroughly evaluate a case to determine appropriate next steps

• You have negotiation and problem-solving skills to influence and encourage compliance, and negotiate payment arrangements with clients based on verifiable financial evidence

• You are able to develop resolutions and promote compliance for a positive client experience involving complex support issues

Technical Skills

• You have the ability to interpret, apply, and explain applicable legislation, policies and procedures to determine appropriate enforcement action

• You understand family court systems/procedures to interpret court orders and other legal documents, ensure compliance and explain court processes and decisions to clients

• You have computer skills to research and access data, update financial information records and prepare correspondence

Organizational and Teamwork Skills

• You have a proven ability to achieve results using a positive, collaborative approach with peers and clients

• You have strong teamwork skills to work co-operatively, provide client support and work in a supportive team environment

• You have strong prioritizing and organizational skills to prioritize and manage a diverse workload with conflicting deadlines from a variety of sources

OPS commitment to diversity, inclusion, accessibility, and anti-racism

The Ontario Public Service (OPS) is committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy < > and the OPS Diversity and Inclusion Blueprint < >pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code < >. Refer to the application instructions below if you require a disability-related accommodation.

Salary Range: $1,141.38 - $1,401.46 Per Week

Additional information:

  • 4 Bilingual Temporary, duration up to 12 months (with a possibility of extension), 125 Sir William Hearst Ave, Toronto, Toronto Region, Criminal Record Check


  • 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.

  • Effective July 1st, 2021, the correct salary range for this position will be $1,152.79 to $1,415.47 per week in compliance with OPSEU collective agreement provisions.

Please apply online, only, by Thursday, July 22, 2021, by visiting and entering Job ID 166440 in the Job ID search field. Please follow the instructions to submit your application. Faxes are not being accepted at this time.

If you require a disability-related accommodation in order to participate in the recruitment process, please contact us at to provide your contact information. Recruitment Services staff will contact you within 48 hours. Only those applicants selected for an interview will be contacted.

The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario’s Human Rights Code.