Case Worker’s Perspectives of Ontario’s Social Assistance Program During the COVID-19 Pandemic

This study explores seven Ontario Works case workers’ perspectives of the social assistance program in Ontario, Canada, during the novel coronavirus pandemic 2019 (COVID-19). Rooted in a critical paradigm, this research was guided by the following research questions: How has the COVID-19 pandemic influenced case worker’s perspectives on the effectiveness of Ontario’s income support program? What gaps do case workers identify in this system and how do they think they would be best addressed?

Data for this study was generated through the use of semi-structured interviews and the major findings that emerged include 1) Challenges clients faced while transitioning to virtual service delivery highlight lack of communication and support; 2) COVID-19 emphasizes Ontario Works’ universal service delivery approach and the inability to support people with complex needs; 3) The implementation of CERB highlights Ontario Works’ inflexible program requirements, insufficient assistance rates and who is defined as deserving versus underserving during the pandemic; and 4) Quality of case management service delivery could be improved if case workers experienced less stress, more flexibility and more support from the organization. Participants also identified two major recommendations to address these gaps, including the implementation of a wraparound, wholistic, mixed-methods model that offers financial amounts that meet MBM and inflation, and consult welfare recipients and Ontario Works case worker’s and involve them in the decision-making process.