Caseworker 1(A)-(B)-2(A)-(B)(Telephone Caseworker)

About Us

At the Department of Opportunities and Social Development (OSD), we are a large and diverse department providing a broad portfolio of programs and services including Child and Family Wellbeing (CFW), Employment Support Services(ESS), Income Assistance (IA), Homelessness and Supportive Housing, and Disability Support Program(DSP).

Through our services, we advocate and help vulnerable Nova Scotians be independent, self-reliant, and secure.  We work collaboratively across the province with a strong dedicated network of supports and staff, to achieve desired and shared outcomes for all.

About Our Opportunity

The ESIA Caseworker (Telephone Caseworker) is part of our Consolidated Client Services team, providing assessments for persons who require services such as income assistance, employment support, disability support, crisis intervention and/or a referral to another agency. As a Telephone Caseworker, you will provide services to applicants through a multi-channel approach, including phone and digitally enabled technology.

Primary Accountabilities

As the Telephone Caseworker, you will handle communications and support via telephone to assist clients.  This position essentially bridges the gap between clients and available assistance, often handling immediate need and crisis situations. 

You will guide applicants through the early stages of the ESIA process  from initial inquiry to eligibility for services. You will provide consultation services and manage referrals to the appropriate programs and community resources.

This is a highly collaborative position. You will work with your colleagues and service providers to support applicants, mobilize their personal resources to achieve greater self-sufficiency, and maximize their potential with appropriate interventions.

Qualifications and Experience

You have completed a related bachelor’s degree in Social Sciences.

You must be proficient in Microsoft Suite programs including Word, Excel, Outlook, and SharePoint as well as utilizing databases and case management technologies. In this role, you will be using a lot of technology and various programs, requiring your abilities to learn new things quickly. You must also be analytical in nature as you complete comprehensive needs assessments and determine appropriate interventions, referrals for applicants, and complete property online searches. In addition to this, you must demonstrate excellent customer service and interviewing skills along with:

• An understanding of budgetary and case management concepts
• Crisis intervention skills for addressing difficult situations
• Sound decision making ability, in a timely and efficient manner
• Tact, sensitivity, and a high degree of confidentiality
• Flexibility to adapt to different applicant situations
• Strong communication (written/verbal) and experience with client services
• Documentation skills  to maintain accurate and confidential records of client interactions and case details

Furthermore, you are highly organized, a team player and focused on client satisfaction and enhanced service delivery. A working knowledge of, and experience with, the Employment Support and Income Assistance Act & regulations, Social Assistance Act, and Homes for Special Care Act is highly desirable, as well as familiarity with the various OSD programs. Experience with ICM/ CCM and case management systems is an asset. 

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Equivalency

We recognize equivalent combinations of training, education, and experience, providing opportunities for individuals with diverse backgrounds to contribute their skills and expertise. Equivalencies include, but are not limited to: 

• A completed related 2-year diploma along with two (2) years of related experience;
• Four (4) years of related experience.

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs.  For information on all our Benefit program offerings, click here: Benefits for government employees.

Working Conditions

Work is typically located in an office setting with frequent contact with clients by email or phone, who may be upset with a decision or service. 

Some travel may be necessary. You must have a valid driver’s licence and have the ability to travel, as required.

This role is primarily based in an office environment where you may be working at your computer for extended periods of time. You must be able to work efficiently and effectively in a workplace environment that is constantly dealing with time pressures and caseload demands.

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless career paths.