Item - 2022.EC31.6

The Economic and Community Development Committee recommend that:

1. City Council direct the General Manager of Toronto Employment and Social Services, in consultation with the Executive Director of Social Development, Finance and Administration, to report back in the first quarter 2023 on the next phase of Social Assistance Renewal, including timelines, roles and budget related to the shift towards the Provincial benefits administration and program risk management, along with an update on the implementation of Centralized Intake in Toronto, including the centralization of Ontario Works phone applications.

In May 2021, Toronto Employment and Social Services reported to Council with details of Ontario's plan for Social Assistance Renewal and Employment Service Transformation. There are three broad areas of change. First, Social Assistance Renewal will result in significant changes to provincial and municipal roles for social assistance — both Ontario Works and Ontario Disability Support Program. It is initially focused on realigning functions between the Province and municipalities to provide more efficient, person-centered supports for clients. Second, Employment Service Transformation will integrate Ontario Works and Ontario Disability Support Program employment services into Employment Ontario and establish Employment Service System Managers for each delivery region. Toronto Employment and Social Services will provide a report back to Council on Employment Service Transformation in July 2022. Finally, Human Services Integration is the Province's long-term vision which is intended to ensure all low-income residents (not just those in receipt of social assistance) can access caseworker support and a range of local human services. There are no current timelines for this phase of change and Toronto Employment and Social Services will report back to Council as more details are available.

This report addresses a critical and initial element of the Social Assistance Renewal plan — the Centralized Intake process — which aims to improve the client experience when applying or reapplying for Ontario Works by leveraging a new user-centric online application and automated, risk-based eligibility verification process. Centralized Intake is designed to simplify the Ontario Works application process for clients and reduce administration, allowing caseworkers more time to support clients while also automating and strengthening program integrity elements at the application stage. Centralized Intake was launched in a phased approach with prototype sites established across the Province beginning in Fall 2020. Following close collaboration with the Province and extensive planning with regard to design and implementation, Toronto's Centralized Intake prototype was launched February 28, 2022.

Prior to the introduction of Centralized Intake, the 3 channels to apply for Ontario Works (in-person, online and phone) were all managed by the City. The initial introduction of Centralized Intake saw the administration of online applications move from the City to the Province. Notably, eligibility requirements have not changed. The future vision of the Province is that both online and phone applications will be managed by the Province, while in-person will continue to be the responsibility of municipalities. The transition of the City's phone channel for Ontario Works applications will proceed at a future date, to be determined by the Fourth Quarter 2022.

This report focuses on the first phase of change (the centralization of the online channel to the Province). It provides an initial overview of the implementation of Centralized Intake and sets the foundation for future broader changes and impacts. There are no anticipated impacts on funding or staffing, and residents applying for assistance will continue to have the choice of which application channel best suits their needs. Many will benefit from a simpler, more user-friendly online system, with a streamlined first payment process. Staff will report back in the First Quarter 2023 with further updates on the implementation of Social Assistance Renewal, as well as the next phase of Centralized Intake, the transition of phone applications to the Province and the implications for the City's Application and Support Centre (which is housed within Social Development, Finance and Administration) and Human Services Integration initiative.