Job ID #31791: Ontario Works Clerk - Bilingual

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 #31791: Ontario Works Clerk - Bilingual
• Union: CUPE Local 5167
• Job Description ID #: A11400
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on March 18, 2026
• Duration: Up to 18 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.

The Healthy & Safe Communities Department is committed to its people and is dedicated to building a strong and healthy community. We are passionate about making a difference and are recognized for our excellence. We offer a respectful and supportive workplace that provides life-long learning opportunities, leadership, innovation and performance excellence.

We are looking for high performing public servants who are interested in experiencing a challenging, rewarding, enjoyable, and fulfilling career. The successful candidate will demonstrate an ability to provide excellent client service in a respectful, courageous, empathetic, just and ethical manner. Your ability to set and achieve personal goals, professional goals and contribute to the goals of the organization will result in high job satisfaction.

SUMMARY OF DUTIES

Reports to the Supervisor, Human Services, the Ontario Works Case Aide – Bilingual provides a range of administrative and clerical support to Case Management operations within the Ontario Works Division.  The Ontario Works Case Aide – Bilingual works with a minimum of supervision on multiple activities while ensuring deadlines are adhered to and established procedures followed.  Case Aides provide a variety of services in support of case management duties assigned to an Ontario Works Worker II; undertakes a variety of social service support responsibilities that are complementary to the role of the Ontario Works Worker II.

GENERAL DUTIES

Works to support 1st point resolution and makes appropriate referrals to support applicant i.e. referrals to social housing, employment services, childcare subsidy, etc.

Provides customer service (in-person and over the phone) which includes triage and front counter services by, greeting visitors/clients, determining service required, responding to questions, scheduling/rescheduling appointments, and taking messages/re-directing to staff/agencies. Identifies urgent customer needs (e.g., evictions, loss of funding, lost cheques) and notifies appropriate staff.

Determines financial eligibility for mandatory, employment related, non-shareable and discretionary benefits following eligibility criteria, local policy and business processes for the requested benefit.

Completes authorizations/denials for discretionary benefits, vision care, diabetic supplies, drug/dental cards, per guidelines and procedures; sends out notifications. Photocopies clients’ legal documents, banking, and other information and returns originals.

Receives and processes a variety of information from applicants and participants of Ontario Works, according to set criteria and business processes to support application and case management activities.  Some examples may be:  Statement of Income, , address changes, special diet requests, medical transportation benefits, t issuance of bus tickets, etc.

Provides participants with required Ontario Works forms such as Direct Bank Deposit and Special Diet application forms. Statement of Income, ODSP Pacakges etc.

Reviews, verifies and inputs all Direct Bank Deposit client information.

Performs data entry into SAMS.

Inputs and updates data within their scope in SAMS. Conducts data searches on SAMS, Word, Outlook, SALIS, OW Sharepoint and Excel.

Responds to general enquiries from clients who are in emergency situations both in person and over the phone.

Actions Direct Bank Deposit (DBD) rejects, stop payment requests and DBD recalls.

Composes routine correspondence.

Provides coverage and support to team members.  Enters, records and validates client information from phone calls, personal visits, etc. to support case management.  Documents in SAMS regarding communications from applicants or participants.

Receives and answers routine enquiries from clients, public, police, court officials, government agencies and lawyers.

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 with are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. Knowledge of the principles and theories of human services with experience in conducting interviews and assisting individuals and families in finding and using community resources normally acquired through the completion of a two-year Community College Diploma in Social Services and experience in the field or equivalent work and education.
   
2. Demonstrated ability to provide excellent client-centered service.
   
3. Demonstrated experience in competently assessing the needs of individuals, families and target groups to support them in achieving their goals.
   
4. Demonstrated working knowledge of Microsoft Office (Outlook, Word and 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.
   
5. Must have a good knowledge of Business English and office procedures.
   
6. Demonstrated experience in human/social service environment.
   
7. Demonstrated ability to adapt to change and perform effectively in a dynamic and complex work environment.
   
8. Demonstrated ability to work in a fast-paced environment and respond effectively to crisis situations.
   
9. Strong interpersonal skills, with demonstrated ability to work independently, within a peer team setting and as part of a multi-disciplinary team.
   
10. Proficiency in French language is required.

NOTE: As a conditions of employment, the successful applicant(s) will be required to obtain a Criminal Record & Judicial Matter (CRJM) 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.