Whereas in recent years the Ministry of Social Development and Social Innovation has changed its service delivery model such that in-person, direct services have been dramatically reduced and income assistance services are now primarily provided remotely by centralized telephone line and over the internet; And whereas these service delivery changes have introduced significant barriers to people on or seeking income assistance and made it excessively difficult for many individuals to receive the support they require: Therefore be it resolved that UBCM be requested to work with the Ministry of Social Development and Social Innovation to ensure that people requiring help to access income assistance receive such help appropriate to their needs and abilities in-person where required in a timely manner, and in a way that does not place additional economic burden on that person e.g. repeatedly using pay as you go cell phone minutes waiting on hold for excessive lengths of time, paying for computerinternet usage, travelling long distances to Ministry offices from surrounding areas due to local office closures, etc. and further, in a manner that does not download the responsibility for this assistance to other service providers without compensation for such additional work.
Ministry of Social Development and Social Innovation The Ministry of Social Development and Social Innovation is continuously looking for ways to improve both its service delivery and service quality. The Ministry recognizes the importance of treating people with respect and empathy in all its interactions and providing service to the public in a manner that is courteous, professional and consistent. Staff members are expected to follow best service practices when responding to telephone inquiries and to check with callers if the options they have been provided are clear and if their concerns have been addressed. The Ministry can be reached by phone through the 1-866-866-0800 number from 9:00 a.m. to 4:00 p.m. and during the lunch period. Callers may experience longer than normal wait times on the days leading up to and including cheque-issue day. Times with lowest call volumes are between 10:30-11:30 am and 2:45-4:00 pm, Monday through Friday. The Ministrys telephone technology has been enhanced. Through the 1-866-866-0800 line, clients can now access information and services, leave a call back number and keep their place in line, and get an up-front message of the expected wait time. Clients may also reach ministry offices by mail or facsimile, or choose to attend an office in person. The Ministry currently has face-to-face service delivered through 48 ministry offices and 35 Service BC partner offices. In addition, the Ministry has dedicated outreach and integration staff who focus on connecting the most vulnerable citizens with financial assistance and community supports. A directory of offices across the province can be found at: http:www2.gov.bc.cagovcontentfamily-social-supportsincome-assistanceacc… To deliver services in a modern, consistent and accessible way that best responds to demand, the Ministry is also exploring opportunities for future partnerships apart from those we currently have with Service BC. Recently, the Ministry began implementing a new online service option called My Self Serve MYSS. MYSS is an online portal that allows clients receiving ministry assistance to access their file information 247, including their monthly cheque amount and payment method. Through My Self Serve, clients are also able to receive important reminders and messages from the ministry. Online access to ministry services means wait times are reduced and clients do not have to get in line. For clients who do not own a computer, publicly accessible computers are available at local libraries and many community centers. Already, BC Employment and Assistance program clients are encouraged to sign up for direct deposit in order to eliminate the need for office visits on cheque issue week and to receive their funding more quickly. The Ministry is closely monitoring the effectiveness of these service-delivery changes and will make appropriate adjustments as needed. In-person services will always be available to clients who require it, as well as outreach and integration services for the most vulnerable.