MANUAL ONE:
INCOME ASSISTANCE PROGRAM
Revised March 2014
1
What can be found on our website www.FNSDS.org?
The FNSD Resource Centre Library
• The Online SA Manual
• Downloadable and fillable IA Forms
• Board Info, BSDW & INAC contact lists
Publications
• FNSDS Newsletters and job postings
BSDW Training Info
• Training Programs Information, calendar and
registration information
• Power point presentations
PWD & MNS
• Program Information, Forms, Q’s and A’s
Revised March 2014
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PHONE: 604-983-9820
FAX: 604-983-9822
Melennia Point, Executive Director
Melennia@fnsds.org
Tami Omeasoo, Program Officer
Tami@fnsds.org
Gina George, PWD Manager
PWD phone line
Gina@fnsds.org
1-877-985-5565
Chris Lechkobit, Program Officer
Chris@fnsds.org
Chelsey George, General Enquiries
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THE PURPOSE OF TRAINING SESSION
 Review SD Policy & Procedures Manual One: Income
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

Assistance Program
Present ideas on work habits that may make work less
stressful
Provide an opportunity to network and share best
practices with each other
Present an opportunity to share ideas on solving
common problems and concerns
Take part in Question & Answer sessions to ensure all
your questions or concerns are met
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First Nations Social Development Society
BSDW Essential Skills Training
CHAPTER 1
INTRODUCTION TO THE MANUAL
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CHAPTER 1: INTRODUCTION TO MANUAL
Information is excellent reference for understanding the
AANDC Social Development Program. The chapter contains
the following information:
 Chapter summaries
 Policy overview and objectives
 Band or Nation available funding arrangements
 Applicant’s rights & responsibilities
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General Principle:
 Individuals and families are responsible for managing own
affairs and maintaining themselves to the extent their resources
will permit
 Social Development program provides financial support to
eligible adults and their dependents who are unable meet their
basic needs
Objective:
 Assist persons living on reserve to maintain a basic standard of
living
 Prevent dependency by developing individual and family
strengths
 Assist recipients to access services to enhance their ability to
assume primary responsibility for their own affairs
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Social Development Programs (SD)
 A group of programs including Assisted Living, Family
Violence Prevention, National Child Benefit
Reinvestment, Child and Family Services and Income
Assistance that operates within approved terms and
conditions
Income Assistance Programs (IA)
 This is a funding program that requires a needs-test
and is seen as the last resort for income support. It is
available for on reserve individuals.
AKA: social assistance
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Comprehensive Funding Arrangement
(CFA):
Canada/First Nation Funding Agreement
(CFNFA):
 Annual Agreement
 Contain Multi-year Funding
 Reports are quarterly
 Most reports are yearly
 Must use BC Region First Nation National
 As April 1 2014, the Social
Reporting Guide and Social
Development Policy and Procedures
Manual
Development program must follow
the AANDC Social Development Policy
and Procedures Manuals 1 to 4
 May contain one or more funding
authorities
o Flexible Transfer Payment (FTP)
• Unspent funds must be returned
o Fixed Transfer Payments (FTPs)
• Surpluses may be reallocated at
discretion of recipient
 Can contain Annual Targeted programs
 Can add other federal departments as
scheduled (block or targeted)
 Unique departmental terms and
conditions in separate schedules or
agreements
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First Nations Social Development Society
BSDW Essential Skills Training
CHAPTER 2
PROGRAM ADMINISTRATION
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List of required forms
File security requirements
Investigation & prevention
Appeal processes
Monitoring & review
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LIST OF FORMS REQUIRED BY AANDC
o
o
o
o
o
o
o
o
Application (901-270)
Budget & Decision (901-25)
SA Monthly Renewal (901-28)
Consent to Release of
Information (901-23)
PWD designation or MNS
approval letter highlight
renewal date and flag this form
PPMB forms (SA115, SA116,
SA 117) highlight renewal date
and flag form
Non-Status Health Benefits
Request & Authorization
(SA205)
Nutritional Supplement
Request & Authorization (SA
200)
o Bus Pass eligibility (SA 312)
o Any report from immigration,
o
o
o
o
o
service Canada, MNS, ASSETS
Rental Agreement from band
housing best or landlord
Pay no rent good to use
Tenancy Agreement form
showing Cardex, CMHC , Master
numbers or personal mortgage
Up to date bills
ID 2 per adult (one with
picture)and 1 per child
Any information that assisted
you with making decision on
qualification for IA – case notes
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IDEAS THAT HELP WITH FORMS
 Application forms- all boxes and questions
must be answered
 If not applicable put NA – do not leave
blank
 Gather spouse’s signature, education
and SIN
 Use a date stamp on forms
 Monthly Renewal check dates , make sure
have spouse’s and applicant’s signatures –
ensure client has answered all questions
especially “are you still in need”
 No Monthly Renewal – do not process a
cheque , at end of month for last renewal
close file
Revised March 2014
 Highlight important dates on the
PPMB and PWD forms. Add
information on B&D as a
reminder
 Do create notices to remind
clients when reviews are due –
start 2 months before due date
and do not process after due
date
 During cheque run, do check
files, if missing information send
a “hold notice” and either do
not process or put cheque on
hold until information is
provided
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 Rental Agreement from Band Housing
 Missed Annual Review interview,
inform client file closed & they will
need to reapply if still in need
not accept application, will need more
information before making decision
 Up to date bills – can only pay for a
 Case notes – life saver, they remind
you & helper of your decision and why
it was made
process application –proof living on
Band
 Make sure Rental Agreement has a
start and end date plus rental amount
for dwelling not person
 If person is not a Canadian citizen, do
 Shelter – needs to be on file before
or landlord is best
month at a time. Do check hydro,
sometimes billed for 30 or 60 days
No bills = No Payment
 Shelter sharing? Show on bill how you
got your rate and highlight amount. On
B&D put in comment section the
“shelter sharing 1/3” fraction they are
paying
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HOW TO DEAL WITH WORK RELATED
ISSUES
 Security of IA files
o Use a locked file cabinet
o When someone enters your office, turn file over so no name or
personal information showing
o Before doing an intake, do take time to put files away before applicants
enter your office
o Leave office, lock your door if you have files on desk
 Fraud – common issues
o Not declaring income or assets
o Double dipping -collecting EI , Education funds or SA from ministry or
another band office
o Not declaring change in status such as employment or unit change
• Can if client admits or you as the BSDW have proof on file, do a
recovery from their basic needs potion of cheque
• Keep payment reasonable, remember they are already below the
poverty line
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 Investigation & Prevention- be open/ no surprises to applicant
o Inform applicant during intake interview
 Documents once signed are legal
 It is their responsibility to inform you on the Monthly Renewal
form if they still require on going benefits
 Let applicant know that as the BSDW you must investigate and
follow up all matters of alleged fraud or overpayment
 good idea is to have them initial application statement that they have
read it and understand (section above area they need to sign and date)
•
•
•
•
Information that has come to you by gossip or face book, be careful.
Hear it
1st time – take note- no action;
2nd time – flag and pay more attention;
3rd time – letter to client letting them know the SD program has heard
“we at the ___ SD department are asking for your assistance to clear a
matter up. It has come to our attention that you are ____ to help clear
this matter up we would need the following information for your file will
(list) _______”
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 Appeal Overview
o All applicants have a right to appeal decision on grounds of
 Denial of allowance or services
 Reduction of allowance or services
 Cancellation of allowance or services
o Non- discretionary issues are (can’t be appealed)
 Eligibility requirements needed to complete application
 Income Assistance rates
 IA Rate change due to policy change
 Procedure for Appeal
o Client needs to complete their part of form Request for Administration
Review (SA 140)
 BSDW fills in section 2
 Completed form must be mailed or delivered to Administrative
Authority by client within 20 business days
 Once received, client goes back to rate before appeal and cannot be
varied until decision received
 Mail completed form along with supporting documents to AANDC
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 Review
o Reply must be within 20 days of receiving Administration Review
form
o Decision can be
 Denial of Review because the matter is not appealable
 Confirm decision
 Revise decision
o Reviewer will complete section 1 & 2 of Administration Review
o
o
o
o
Decision (SA 142)form
Reviewer will mail copy to both the client and Administering
Authority
Copy is to be placed in client file
Client does not agree with decision, have 7 days to complete
section 3 “Request for Appeals Committee Hearing” of the
Administrative Review Decision & the Request for Appeals
Committee Hearing (SA 142)
If chose to the appeal will be placed before a committee
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 Appeal Committee
o Comprise
 Appellant nominee who is not related
 Administration Authority nominee who is not an employee
 Chairperson selected by the above (must be selected within 7
business days)
 Function of Chairperson
o Set hearing date within 10 business days of nomination
o Notify appellant, manager, band Chief & Council of time, date
and place no less then 2 business days before hearing
o Oversee hearing & ensuring conducted and recorded in
appropriate manner
o Remind everyone present that proceedings are confidential
o Complete Recommendation of the Appeal Hearing Committee
(SA 144) within 10 business days to Manager, and AANDC
o Inform appellant of recommendation of committee
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APPEAL CHOICES & PROCEDURES
Applicant
Appeals
Appeal to
Committee
Appeal to
AANDC
Decision
sent to
AANDC
Administering
Authority
Representative
Appellant
Nominee
Assigned
Reviewer
Chairperson
Decision sent to
applicant and
BSDW
Appeals
Committee
Manager IA
& AANDC
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PROGRAM MONITORING AND REVIEW
 Monitoring is accomplished by the Quarterly IA Reports,
Annual Audits and On Site Compliance Review
 Reviews assist AANDC to fulfil their accountability
requirement
 Monitoring assists bands to ensure rates and conditions
set out by the SD Manual are being followed
 Reports assist in year end balancing with Finance and
Social Development (AANDC reimburses the lowest total- the closer
both departments are the better)
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 Allow bands to request reimbursement for monthly IA
caseload expenditures
 Allow AANDC to review Band expenditures, approve
reimbursement and requisition payment
 Provides statistical data for the AANDC Multi-Year
Operational Plan (MYOP), budget allocation and
variance reports
 Provides a record of reimbursement adjustments to be
used during AANDC audits
 Use of the MYOP assists AANDC to calculate volume and
unit costs
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Compliance
Officer arrives –
meets for intro
and presents list
of requested files
Letter arrives – set
date of review and
request for client list to
be sent to compliance
officer
Review takes
place – look at
1/3 caseload
Files returned and
excel list of issues
presented and
informed 45 days
to appeal decision
Improved but less
then 90% claw back
reduced - review will
happen again next
year
Did not do well less
then 90% - request
more files and
informed there is a
chance of claw back
of funds
Do well with appeal 90%
review ends BUT will
have another review next
year
Revised March 2014
Did well on most
of files – 90%
Review over . Do
expect another
review in 2 years
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5.0 Eligible Expenditures and Amounts
 Limited to AANDC authorities and mandates
 Limited to Provincial/Territories rate and
Schedules/Guidelines
 Must exercise due diligence when approving
expenditures, ensuring they are reasonable and
appropriate
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6.0 Roles and Responsibilities
Eligible funding recipients are responsible to
 Deliver programs within terms and conditions set out in
funding agreement
 Ensure internal controls are in place to manage funding
 Ensure program administrators are properly trained and
posses skills and knowledge to deliver the program
 Ensure reporting requirements are met and submitted in
an accurate and timely manner
 Cooperate with AANDC during compliance reviews
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AANDC responsibilities
 Provide funding to eligible recipients
 Lead the development of policy and provide clarification
 Provide supervision to ensure program operates
according to authorities and accountability requirements
are met
 Clearly speak on the regional processes and procedures
necessary to accomplish or put into effect the national
manual
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13.0 Program Management & Monitoring
 Program compliance reviews are required to make sure
that program activities and expenses comply with program
terms and conditions
 Compliance Review can be carried out by one or more
authorized persons including but not restricted to AANDC
employees and/or external contractors
 Funding recipients will be given advance notice of a
required Compliance Review
 The funding recipient must provide supporting documents
including books, records, source documentations,
correspondence and any other information that supports
expenditures as an eligible activity, amount spent on a
qualifying client/individual
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 Funding recipient needs to provide space, access to washroom,
table or desk, chair and adequate lighting for the onsite review
 Those persons involved in the program that approve expenses,
make decisions and responsible for management of program
are expected to provide information, attend interviews and
discussions during the Compliance Review to ensure
management is assessed appropriately and in a timely manner
 Failure to comply = default of funding agreement. Remedies
may include cash flow restrictions, denial to renew an
agreement or program activity and or any other provisions
stated in Funding Agreement
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 Before the actual review, set aside time to review each of your files
 Create a check list for yourself using FNSDS or AANDC list and
recommendations
 Application - all areas filled and N?A where applies (do not use
white out, if did, do have client complete another one/ error put a
line through initial and put down correct information)
 Spouse’s signature, SIN and education on application
 All forms - signed and stamp dated
 Renewals match each month – none signed ahead of time (signed
in January for March is a no)
 Annual Reviews-up to date – do not carry over past due date
 PWD approval letter on file (either Ministry, AANDC or FNSDS)
and/or copy of request for review because fives years up
(highlight review date & date request sent)
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 Ensure you have gathered Education information for all adults in
family unit
 Shelter – Rental Agreements on file from Band Housing and/or
landlords with beginning and end dates, monthly rate for house,
have both house address and mailing address on file, Cardex,
CMHC or Master number, signed and dated (best)
 Shelter sharing – shows how got applicant’s share on each bill
 B&D is signed , first one and others that have had a change in
payment, and Special Needs request (receipt attached to B&D)
are signed and date stamped
 Information missing – inform client - put cheque on hold or do not
produce a cheque until information is on file (your preference)
 Now breathe you are ready
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 Finance Pay List
 have finance send pay list monthly in order to stay on top of
reconciliations
 Ensure the B&D’s match pay list (funds in correct GL accounts and voided
cheques are acknowledged and deleted from report)
 Ensure you, as the BSDW, sign the pay list
 Pay list needs to matches SDSFR or Quarterly reports
 Ideas that will help you track cheques
 Create a Tracking Binder for all out going cheques
 Add a sign out sheet for all pick up cheques and put in binder
 If you have Void cheques, each month make an excel list and
notify Finance, copy the cheques (put in the cheque tracking book)
 Made changes in classifications- create an excel list and send
copy to finance (each month, put in file copies of financial report, excel list
of voided cheques and list of changes to classifications )
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THE REPORTING PROCESS TIMELINE
 The following information comes from the First Nations Reporting
Guide which is sent to each band yearly. The guide can also be
found online at the following link:
http://www.ainc-inac.gc.ca/dci/dcilog_e.asp
 In our example, the process begins with the Band closing payments
for the reporting period (April 1st to June 30th, 20XX). The process
ending (September 1st, 20XX) when AANDC’s Financial Department
issues a reimbursement cheque to the band.
 The process usually averaging 2 months after quarterly report is
received by AANDC provided there are no errors on the reports.
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TIMELINE ON REPORT AND
REIMBURSEMENT
April – June
= 1st quarter
July 15th Band
submits report
July 24th math
verified
July 25th data entered
MARS/ Band Summary
System
August 15th
Finance pulls data
gives to DSS
July 31st Region
submits report to
Ottawa
August 14th
data entered
into TPMS
September 1st DSS
reimburses Band
July –Sept
2nd quarter
Oct 15th Band
submits report
Revised March 2014
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Because the timeline is minimum of 2 months for
bands to get reimbursed, it is important that reports
are done on time.
Routine can assist by setting time aside to do the
report (good time is usually the Monday after cheque daywill need 3 to 4 days to do report depend on your caseload)
Organization allows one easier access to the
information needed for the report
Do create an atmosphere that will help you not
get distracted – quite music, lock your door put
up a “do not disturb” sign etc.
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 Doing your report is a necessary part of your job, it is
important that you ensure you are not disturbed –
numbers are not exciting therefore distractions are
easily welcomed
Change message on your phone so you will not be
interrupted “ You have reached the Social Development
Department, thank you for calling, we are unavailable at this
moment as we are working on our monthly report. Please leave
your name and phone number where you can be reached and I will
return your call either before lunch or before closing time today.
Thank you for call”
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First Nations Social Development Society
BSDW Essential Skills Training
CHAPTER 3
APPLICATION & ASSESSMENT
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 Application process
 Eligibility and Assessment guidelines
 BSDW responsibility
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Purpose of Intake Interview
 Create a rapport & relationship with the

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

applicant
Gather necessary information & documentation
Establish level of need
Gather information to assist with eligibility
decision
Formulate next steps (supporting applicants
move beyond IA and making appropriate
referrals)
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ASSESSMENT &
6 Create client file &
enter case notes
5 Establish steps &
plan for independence
4 Establish a supportive
relationship with
applicant
3 Clarify Client
Responsibilities
7 Confirm Eligibility
, phone ministry, last
band lived on & EI
verification on file
8 Come to a decision on
eligibility
Income > IA unit
rate = no cheque
for the month –
may qualify next
month??
9 Complete Budget and
Decision form &
documentation
2 Gather all relevant
information & papers
10 Process & issue
cheque
1. Intake interview
begins - complete the
Application Forms
11 Monthly renewal
request & EAP
Do meet to encourage
to move towards career
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ELIGBILITY REQUIREMENTS
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


Must live in First Nation where making application
Provide proof of Residency
Must prove citizenship or permission to live in Canada
Provide identification for all in the family unit,
2 per adult( 1 with Picture) & 1 per child
Provide proof of any sources of income including cash and assets
(includes bank /money mart/ or from where applicant usually
cashes their cheque statement and Income Tax statement )
Provide up to date copy of Child Tax Credit statement
Ensure have no open income assistance file with Ministry of
Social Development or other First Nations
Ensure not receiving Education or EI funds over eligible IA
amount for unit size (need have both applicant and spouse SIN)
Present & special circumstances may be considered (case notes)
Provide up to date bills and shelter costs
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
Cover page listing what a person needs to
bring to Intake interview
Third Party Agreement – required if paying
bills on applicant behalf
Application for Social Assistance (901 -27)
(both applicant and spouse need sign form)
Consent to Release Information (901-23)
Employment Insurance Information Form
(BCSA 11) for each adult in family unit
* make sure all areas are filled in, signed
& stamp dated
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COVER FOR INTAKE PACKAGE
Identification
•
2 for each adult and 1 for each child
Native Status card
Birth certificate
Social Insurance card
Driver’s licence
BC Identification card
Verification of
Income

Up dated bank statement or statement from where you chose to cash your
cheque such as Money Mart
Income tax statement
Pension statement showing monthly rate
WCB statement showing monthly rate
EI verification statement per adult – if qualify must show weekly rate, start
date and end date (can print copy from computer when doing your cards)
Wages/earnings for full month
Any income such as Honorariums, gambling winnings etc.
Mortgage Agreement (CMHC? see band housing officer)
Tenancy Profile form completed (by Band housing officer)
Rental Agreement (last month’s receipt)
Confirmation of Residence completed & signed by Head of Household




Shelter
Documents


•
•
•
•
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Shelter Documents
•
•
•
•
Up to date house bills – hydro, heat, water bill, phone rental, utilities
House Insurance (if you own house & it is paid in full)
Other _______________
List of all living in home including children
Own house
•
Copy of Mortgage documents showing start & end date and monthly
rate of payments
Copy of Certificate of Possession or other proof of ownership
Renting? Will need confirmation own home – a copy of Certificate of
Possession or other proof of ownership plus rental agreement for
tenants with list of all living in dwelling
•
•
Other
information
•
Current copy of Family Bonus statement
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
Shelter forms required:






Confirmation of Residence
Tenancy Agreement Profile
Cardex, Master or CMHC number plus Lot
number
Rental Agreement (from Band or Landlord) showing
start date & end date, monthly rent for house or
apartment, list of all in home including children
Proof of ownership from landlord and proof
landlord not living in home in order to pay rent
Up to date bills for the address
* make sure all areas are filled in, signed &
dated
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Remember
 If shelter-rental or mortgage information not on file =
no payment
 No proof of residence = do not process (could be living
somewhere else)
 Check bills to make sure they are current and not past
due (cannot pay for any amount that occurred when not on SA)
 Check address on bills to make sure same as applicant
address
 Check bills to see how many days it covers (if 60 days that is
for 2 months- only cover 30 days or one month)
 NO BILLS = NO PAYMENTS
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ANNUAL REVIEWS
When doing Annual Reviews; DO NOT GO PAST DUE DATE

Tag to
ensure
carry
forward
To next
file

Carry forward
 Mortgage papers if still apply
 Medical information for Special Diets
 PPMB forms if still open- check review date
 PWD confirmation letter if still open - check review
date ( forms from either FNSDS, AANDC or Ministry)
 Recovery information if still applies
 Child Tax Credit information (if still applicable)
 Last signed monthly renewal and B&D
Do appointment as if a new applicant to ensure all
information is relevant and on file
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




Do not process until all information is on file
especially EI and shelter - remember treat like a new
application (EI takes long time to hear back – do as
hardship until receive information)
Do ensure all forms are completely filled in, signed
and stamp dated. If not applicable put N/A
For couple, spouse s(he) must sign forms too, this
includes the Monthly Renewal
Check bills for amount, address, and see if payments
being made and up to date
Shelter sharing? Show how you came to amount on
each bill and in comment area of B&D state “shelter
sharing ___”(show faction)
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BSDW RESPONSIBILITIES
 Ensure Intake Package is complete before
processing application
 Inform applicant by signing the forms, makes
them legal document thus any false statements
can be considered an act of fraud which is a
criminal act
 Explain what is expected of applicant to remain
on system
 Employable – need to be seeking
employment, attend training/workshops
that will improve chance of employment
and provide attendance for file
 Each month hand in a completed monthly
Renewal
(no renewal = no cheque)
Revised March 2014
ONLY
process
completed
applications
48
No same day cheques – with completed
application can take from 4 to 8
business days to process
 Do Annual Reviews on time if not earlier (no Annual Review
done on time = close file)
 When completed eligibility findings, do inform applicant of
decision
 Do not sign document for applicant if they “X” it, have it
witnessed, do sign as the Administrating Authority
 Create a new file (helps one to ensure all documents on file)
 Ensure confidentiality of documents and applicant
information (keep in locked file cabinet- do NOT take out of
your office)
 Doing a WOP/ASARET? Do the Annual Review as part of the
orientation, easier to track end of project and reminder to
do follow up with client 2 months before end of project
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The intake interview is an opportunity to inform applicant that IA
is only temporary and to begin assisting them to move beyond
IA. Start at beginning by finding out
 Last completed grade. (below grade 10 – upgrading may be a good
starting point)
 Ask where does s(he) like to spend their time – inside or outside?
( Helps narrow down decision which makes it easier to seek direction)
 Inform applicant that income assistance is not a guaranteed
funding source.
 Presently on reserve SA does not have a time limit therefore they
do have time to gain skills for that ideal job (You would like to see
them succeed and find enjoyable employment, remind them, they do
have time to achieve their goal)
 Listen to their story, it will reveal a lot and may help you find a
starting point
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 Provide support and encouragement – success is achieved with
encouragement not force. Be careful with mandating as it can
work both ways for you or against you. Don’t over do.
 If helpful, set up another appointment before referring them to a
program or employment service – take the time to ensure they
have direction and referral matches their need or interest.
 Because many clients have experienced trauma in their life time
be patient and accept they may take a few steps back
 Feeling frustrated take a break and rethink your plan of action –
you too have time to help your client move forward There is no
one size fits all solution when it comes to helping someone.
Revised March 2014
51
HOW NOT TO GET LOST IN THE PAPERWORK
Revised March 2014
52
Separate the Personal info/ IA
documents
 Blank cover page to hold renewals
– put tracking comments
 Third Party Agreement
 PPMB/PWD info
 Family Bonus Statement
 Application
 EI Verification
 Consent to Release
 Confirmation of Residence
 Tenancy Agreement/ mortgage
papers (flag)
 ID – 2 adults and 1 per child
Keep together Payments/ bills &
B&D
 B&D (signed & dated)
 Up-to-date bills (make sure only cover
for present month – no past due payments for
time not on IA - flag each bill)
 Hydro (check to see if it is EPP, 30 days
or 60 days – need to / by 2 to get monthly
cost)
 Heat
 Phone Rental
 Receipt for shelter
 Wage stub
* This is only a idea to encourage you to keep client information and bills
separate from each other. Easier to ensure have all required information on file
Revised March 2014
53
IDEAS FOR STAYING ON TOP OF AANDC
REQUIREMENTS
 Set up a daily routine/ make it a habit
o Gather paperwork each morning (example; bills, new applications
packages, missing information for file)
o Prepare paperwork - separate filing, payments and new
applications – add file number or name in colored ink (do not put
all paperwork on one side of file – too easy to forget what may be missing)
 DO NOT process application until verified no other income (EI
verification, called ministry –no open file and contacted band moved
from- no open file- make note of results)
 DO NOT process application until all Shelter information on file
– band or landlord Rental Agreement on file, Tenancy
Agreement Profile, Confirmation Of Residence form verifying
applicant living at address
 No bills = no payment
Revised March 2014
54
 Cheque Run – set aside time – no appointments or drop ins
 Friday – no appointments – catch up day (filing, letter writing,
processing , tidy office, complete weeks work if possible)
 Cheque day and day after – no appointments, see to clients with
holds on their cheque
Revised March 2014
55
 Do case notes on unusual information that influenced your decision
for benefits
 Keep copies of all correspondents you send to client especially if
relevant towards eligibility
 Create some flags for yourself
 Highlight needed information (PWD or PPMB review dates,
mortgage payment amount, Doctor’s special diet
requests…. Put post it flag on them mark what they are)
 Show how you got shelter sharing amount, do use
difference color ink and show on the bill – highlight amount
you will be paying
 PPMB & PWD review date – highlight date and flag
 Track Dental payments for non status clients
 Track Special Needs payments
 Use a blank legal paper to cover all information – good place to
tape renewals, track shelter sharing, Dental and Special Needs
Revised March 2014
56
 Do set time aside for doing your Main Cheque Run
 Do not do intake during this time so as not to be distracted
 Change message on phone . Example “thank you for calling
Social Development office, cheque run has begun – if you
have not handed in a renewal please do so immediately –
cheque day is ___________. Please leave your name and
phone number and I will return your call either before lunch
or before end of day”
 Take time to review each file to ensure all required
information is on file –missing information send Hold
Notice, check Annual Review dates and send notice if due
soon (2 months before due date is good)
 Make this time far enough away from cheque day that a
mailed notice will reach client in time to respond
Revised March 2014
57
Name: ____________________
Unit: _2____
Classification:___ECC______
Review Date:_May 15,2015__
PPMB/ PWD Review Date: __N/A___________
Date
May 24/14
June 24/14
Basic
307.22
”
B&D Tracking sheet
Shelter
Sp. Needs
450.00
”
300 (bed)
Dental
Other
• For first row put amount and a  if amount does not change in following rows
• Dental & Special Needs do put in amount
• Keep at front of file for quick reference , Good if DO NOT have a computer program
for tracking, helps person covering for you know what has been processed.
Revised March 2014
58
CREATING A CHEQUE TRACKING BOOK
 Use to track main run payments / do create separate one for the
daily or weekly payments Cheque Day - ___________________
Name
Jane Doe
Comment/Signature
Done Mailed
PU
NR

Vance Jim

 Do copy all vendor cheques and add client cheque number for easy
tracking - keep in binder for easy access. End of each month bind
together and keep in file cabinet.
Revised March 2014
59
First Nations Social Development Society
BSDW Essential Skills Training
CHAPTER 4
ELIGIBILITY
Revised March 2014
60
 Allowance eligibility
 Allowance non-eligibility
 Student eligibility
 Residency and citizenship
 Shared parenting
 Child under 19 years
 Earned income
 Unearned income
Revised March 2014
61
 Any medical issues that prohibits him/her from seeking
employment?
 Are children over 3 years and do they have any physical or
mental issues that could prevent him/her from seeking
employment?
 Is S(he)ready for work?
 Is Day Care an issue?
 Did s(he) get laid off or fired for just cause?
 Did S(he)refuse suitable employment?
 Did s(he) disqualify for Employment Insurance? If yes,
why?
Revised March 2014
62
1. Eligibility Requirements for Clients
3.1 To qualify for IA, client will need to show s(he) is
 Ordinarily residence on-reserve
 Eligibility is defined by an assessment covering employability, family
composition, age and financial resources available to household
(defined by provincial / territory of residence)
 Show a requirement for IA programs and services supports and show
they have no other sources of funding to meet basic need
3.1.1 For IA programs and services “ordinary residence” means a client
 Lives at permanent address on-reserve more than 50% of time
 In case of children in joint custody, lives with parent more than 50% of
time
 Does not have a primary residence off-reserve
 Is a person off-reserve for purpose of obtaining care not available on
reserve or who is off-reserve to access social services because there is
no reasonable comparable service available on-reserve
Revised March 2014
63
3.2 Client must meet assessment covering all of the following
(provincial/territory requirements)
 financial need
 employability
 family composition and age
 financial resources available to client’s household
3.3 Client must prove they have not applied elsewhere for
benefits or any other source
3.4 Client must provide all information necessary to confirm
eligibility and ensure it is accurate
3.5 IA administrators must take all necessary steps and
precautions to verify information and required documents to
ensure eligibility services are only provided to eligible clients
Revised March 2014
64
 Students
 Are they receiving a living allowance from the Education
Department? Do not qualify for IA
 Did they receive a Student Loan? Do not qualify for IA until year
covered complete – refer to student finance
 Are they receiving a living allowance from ASETS? Do not
qualify for IA
 Residency
 Are they living on the reserve you provide SA too?
 Is the property Commercial? If yes, are they status or non-status.
(non status apply with ministry in town)
 Is the property an institution such as a Care Home or Prison?
(prison inmates do not qualify and Care Home resident may qualify for
comfort allowance)
Revised March 2014
65
As of January 2014:
 Clients are required to pursue, accept and use all possible
income and other means of support before income assistance
or Persons with Disabilities assistance may be issued.
 One’s net income must not equal or exceed amount of income
assistance or PWD assistance that family unit would qualify.
 Eligibility may be determined at any time during calendar
month. If BSDW aware of family receiving income, unit’s
eligibility must be re-determined prior next IA payment being
issued
Revised March 2014
66
 Income exemption is only applied in actual month received
regardless of date of the income is earned or payable or date
income reported.
Revised March 2014
67
 Eviction & Compensation payments exempt if client
o Evicted due to landlord’s use of property (selling, renovation or
occupying)
o compensation may be given in
• 2 months notice & 1 months rent,
• number of months of rent,
• compensation for moving costs or
• reduction on elimination of utilities cost
o the funds given are exempt up to asset level for family unit
 Earning of dependent children under 19 years
o Attending school full time = totally exempt
o Not attending school full time = add to family earnings and apply
basic exempt earnings
 COPH child under 19 yrs. Earning totally exempt
 Lump sum money is determined - $2000 = 30 days off system
remember to subtract IA entitlement as this is a basic needs
total
Revised March 2014
68
 Citizenship




Are they a Canadian Citizen? (if no, they may not qualify)
Are they authorized to take up permanent residency in Canada?
Are they here under the Refugee Protection Act?
Are they sponsored? Yes, what happened to the relationship?
* If yes to the last three must provide documentation showing allowed to
live in Canada
 Determining if a Family
 Do they share the same shelter accommodations and household
facilities consistently?
 Is one supporting the other or do they share income sources?
 Do they share household responsibilities?
 Do they use time together as married couple?
* If yes to any 1 of the above, they are considered a family unit
Revised March 2014
69
 Shared Custody
 Have a shared custody court order or shared parenting
agreement filed in court specifies 50/50 (copy for file)
 Written agreement to share parenting signed by both is
acceptable must be notarised
 One on SA and other not, up to worker to determine if child is
dependent (do case notes to back your decision)
 Child in home 40% or more (documented) – shelter allowance can
be provided
 Parent or Grandparent of unmarried person under 19 who has
1 or more children will be considered dependents of the
applicant if it is the grandparent or parent applying
 Dependent child turns 19 while still in school, is still seen as a
dependent child until end of school year
 Separated person awaiting court decision and meets all
eligibility requirements can be considered as client but is time
limited
Revised March 2014
70
 Child under 19 years – CASENOTES
 ensure not living with parents or legal guardian and has established
a separate household and been self- supporting prior to applying
 Is this a child protection issue? Yes, refer to Child And Family Services
 If unusual circumstance, keep clear case notes and it should be
temporary with monitoring
 Child under 19 living in marriage like relationship, require approval
note from Child and Family services
 Parental support contribution for child living away from home will
require a Financial Support Agreement before a supplement can be
provided. (parent support $ is income)
 Child in Care with a baby, baby can receive help but must deduct
foster funds
Revised March 2014
71
TREATMENT OF INCOME & ASSESTS
 Applicant must apply for other funds they may qualify for such
as EI, WCB, pension/ refusal to apply = NOT eligible for SA
 Applicant must claim income from self employment (do have
them bring in expenses to help determine what is profit and therefore
deductible)
 Hardship is time limited and one should monitor on a monthly
basis if applicant awaiting EI, Worker Compensation, Pension
or any other income.
 Job just ended, ensure all funds are claimed such as final pay
cheque, vacation pay , severance pay or returned pension
contribution. (do apply applicable exemptions)
Revised March 2014
72
Assets
 Vehicle worth over $5000 and not modified for a disability person or child
 Cash single limit is $150; family unit limit is $250 (any amount over is
deductible)
 Any funds applicant has control over and can cash out
 Single assets = $1,500
Family assets = $2,500
 Single PWD assets = $3,000
Family PWD assets = $5,000
 Any sales within a year of applying that is $2000 or more
Procedure:
 Request applicant to report all asset, including family assets
 Determine which are exempt for purpose of calculating amount of total
assets
 Determine assets value
 Determine if amount exceeds allowable assets for purpose of determining
eligibility
 BSDW must keep all documents and appropriate case note on client file
Revised March 2014
73
 Cash on hand which is over allowed amount
single = $150, Family = $250
 Annuities, estate income, trust funds, inheritance, stocks,
bonds, shares and interest bearing accounts (if annual
payment divide by 12 to determine monthly amount)
 Pensions, widow’s pension, orphans allowance, WCB
payments , EI payments
 Lump sum payments can have funds pro-rated over the year/
$2000 = 30 days off system
 Rental income be it property or items
 Maintenance payments
Revised March 2014
74
 WCB Temporary Wage Loss Replacement Payments are
considered unearned income but NOT treated the same if
o PWD and in receipt of IA for previous month or
o Returning PWD client – no wait period Sec 4.9 page 12-13
 can use the earned income exemption for PWD clients
 if lump sum payment can be prorated for year
(divide by 12) example received 10,000 / 12= 833.33 –
actual entitlement
Revised March 2014
75
 Incentive allowance
 Earnings of child in full time school attendance
 COPH funds
 Adjustment payments from a supplier (hydro credit)
 GST payments
 Family Allowance
 Child and Family Development services payments for care of a
child
 Redress payments to Japanese ancestry or Residential School
survivors payments (for big ticketed items have them bring in
receipts for you keep on file = they are exempt for as long as
they have them)
* Flag section 4.9 pages 12 to19 for table on exemptions and treatment
Revised March 2014
76
Person is unable to achieve financial independence because
of specific medical condition that is a barrier to
employment.
Policy:
 Must be on IA for 12 out of past 15 months before can be
assessed
 Must be reassessed at least every 2 years
 Condition cannot be for addiction
Revised March 2014
77
 Medical condition confirmed my physician and in his or her opinion
 Has continued for at least 1 year and likely to continue for at
least 2 or more years
 Occurred frequently in past year and likely to continue for at
least 2 or more years
 BSDW has confirmed medical condition and believes the condition
will seriously restrict client’s ability to search, accept or continue
employment
 Unsure if PPMB- look condition up on internet to understand better
or talk to Band nurse for more information – ** unable to work and
continuing are the key words here
Revised March 2014
78
Separate Personal info and
IA documents
 PPMB check list SA 117 –
highlight review date/ flag
 Medical Report SA 116
 Medical Release and Report
SA 115
 IA Application documents
Keep together payments –
bills, B&D
 new B&D showing rate
change – signed and dated
 Do add in comment
section – PPMB good until
date ______
Revised March 2014
79
 Create list of who you need to contact to do verification
(case note put down answers)
 Ministry – need SIN, DOB and Name
 Band last lived on if not the community you serve –
need name, status number and SIN
 EI verification forms- fax, email or call (date stamp it)
 Worked- make sure they bring in last pay stub, and
ROE papers
 In a training program or education program, contact
Education department or ASETS to ensure not
receiving a living allowance
 Make verification part of your morning routine for all new
and annual review applications
80
Revised March 2014
First Nations Social Development Society
BSDW Essential Skills Training
CHAPTER 5
SHELTER ALLOWANCE
Revised March 2014
81
 Eligible costs
 Own home- what can be covered?
 Shelter sharing
Revised March 2014
82
ELIGIBLE SHELTER COST
Only pay actual cost no higher than unit allowable maximum
amount. Acceptable utilities cost include:
 Heat bill – (if able to gather own supply of wood, can only pay
for fuel for power saw – if have chance to charge wood to
company can prorate payment to full year - document)
 Phone rental only
 Hydro – check rate for EPP, 30 days or 60 days
(can only cover 1 month at a time)
 Water and garbage bills
 If covering cell phone – be careful – do not go over monthly
rate for a land phone in your area -case note to explain why not
the land phone and why cell watch amount paying do not pay
more then rental for land phone
Revised March 2014
83
UNIT
1
2
3
4
5
6
7
8
9
10
RATE
375.00
570.00
660.00
700.00
750.00
785.00
820.00
855.00
890.00
925.00
* Band owned home
can be rented IF pass
compliance review
by 90% or higher
Shelter payments include monthly
rate:
- Hydro
- Heat
- Phone rental
- Rent
 ONLY Actual documented up to
date costs
Payments Not Covered:
- Cable
- Internet
- Long distance phone calls
- Cell phone when also have a
land phone
- CMHC paid out homes
- Non fixed structure NOT
registered with housing
Revised March 2014
84
Rental Agreement needed for:
Social Housing Agreements
Band Rental Agreements
Personal Mortgage Agreements Private Rental Agreements
Housing Loan Repayment Agreements
 If AANDC funds used on house = no rent payment
 Paid up CMHC house = no rent payment
 No certificate of ownership and house paid out = no rent
payment
Paying Rent:
 Ensure rent is based on the house not who is living in home
 Ensure this rent is usual rental rate in your community
 Worried cause person on IA; remember there is shelter sharing
and most persons can’t live in a house on own unless working at
a good paying job.
Revised March 2014
85
RENTAL AGREEMENT REQUIREMENTS
Rental Agreement must have
 Established monthly rental rate for home
 Address of home
 Start and end date
 Signatures of Band Housing officer, applicant or recipient
 List all living in home (include all children) showing name, age,
relationship, income source, Ministerial Guaranteed , Cardex or
CMHC Master Reference Number
 Lot number and Lower End Market CMHC rate for home( this
amount is the cap if doing shelter sharing – make sure shows on
Rental Agreement also)
 Rent must be a common set rate for the dwelling – not requested
because person on income assistance and not increased as others
move into house (this is rental stacking which is illegal)
•
•
If rent already paid for the month = no payment
Partial payment by applicant = can pay remainder only
86
Revised March 2014
 Rent charge MUST be standard for all members or non-members
 Must include monthly charge




Roles & responsibilities for tenant and landlord,
Rent due date
Payment process
Default and remedial actions
 A separate GL account record for outstanding rent, repayment plans




and Maintenance Agreements to be kept on file
Maintenance must be documented and receipts on file
Must track number of homes and date when paid out
Must exhaust CMHC and AANDC Capital program funds before
charging Maintenance Rent Funds.
Cannot be used for deficit reduction or rental arrears
Revised March 2014
87
OWN HOME – COVERAGE
Personal Mortgage:
 Must provide copies of mortgage papers showing start and end date,
Personal Mortgage Number plus monthly payment amount
 Payment cannot exceed shelter rate for unit size
 List of all living in home including all children
Home Maintenance & Repairs
 Must own home and live in home (has a CP, Cardex, BCR or Custom
Holding information on file)
 Bring in at least 2 estimates (if a large amount have client talk to
dealer to see if willing to accept monthly payment - bill in client’s
name)
 If doing monthly payments – keep track
 Payment cannot exceed shelter rate for unit size
Revised March 2014
88
SHELTER SHARING
To be use when more than one family or person (not part of applicant family
unit) share a home.
Shelter sharing bills includes:
Heat
Hydro Phone Rental
Rent Payments
How to get to payment share?
 Count all in home including children
 Look at applicant unit
 Take each bill and divide by all living in home, multiply by applicant
unit
Hydro $89 (EPP) /8 X 2 = applicant payment
($89/8) = $11.13x2=
Add to the cheque a form letter informing others in home IA can
only cover applicant share of shelter bills and show their share.
Revised March 2014
89
Room and Board
 Based on actual monthly costs for shelter plus support
 Requires original copy of Room and Board Agreement
 For Adult Children, Parents receive basic minus personal
allowance (couple 307.02-120=187.22 to head of household)
 Non-family member includes total of actual share of bills plus
basic minus personal allowance (307.22+ 489.79 =797.01 –
120= 677.01 to landlord )
good for situations where the applicant is not assisting with food
costs and head of household upset – must be applicants choice
Revised March 2014
90
 Create a routine for verifying shelter costs
 Do not pay shelter costs until all information on file
 Band Rental Agreement with beginning and end date, monthly rate
and list of all in home including children
 Cardex, Master or CMHC number and Lot number
 Proof of ownership for Private Rent plus Rental Agreement
 NO SHELTER INFORMATION = NO PROCESSING APPLICATION
 Shelter sharing – show on the bill how you came to the monthly amount
highlight that amount
 Hydro bill – check for Equal Payment Plan if not a EPP payment,
 check to see if covering 30 or 60 days (60 days divide by 2 to get monthly
payment)
 Check to ensure bills are up to date and not more then one month
(remember cannot cover cost when applicant was not on system nor pay for
upcoming month)
Revised March 2014
91
CHAPTER 6
CHILD OUT OF PARENTAL HOME
Revised March 2014
92
 Grandfathered program ONLY
 Eligibility
 Relative employment obligations if a SA client
 Income treatment
 Eligibility for supplements
 New MCFD screening
 File management
 Evidence of no risk/ risk
 Rate table
Revised March 2014
93
4.0 Child out of Parental Home
 4.1 Payment according to provincial guidelines and do
not include a Child In Care Of Ministry
 4.2 Achieving reasonable comparability with province
practises cannot have duplication of payments
(if covered for month under IA no COPH
payments until following month – no longer available
due to it being a Grandfathered program))
 4.3 Once child receives payment through CFS does not
qualify for COPH payments
Revised March 2014
94
What does “Grandfathered” mean?
 Program that has been discontinued and no longer
accepting new applications
 Only active files on April 1,2013 are to remain open
and receive benefits until child ages out or moves out
of home
 If file closes after this date, cannot be reopened
 Must do a MCFD screening as the screening has
changed to include cross Canada check- not just BC
Revised March 2014
95
Evidence of Risk
 Must immediately stop
payments
 BSDW will only be notified that
there is Evidence Of Risk that
compromises the home
 MCFD will determine if it is a
child protection investigation
situation- this information will
NOT be shared with the BSDW
 Let guardian know and if they
want clarity, refer them to
MCFD office or local Child and
Family Services
Evidence of No Risk
 Payments can be retro active
from day screening was faxed
(stamp date form when sending)
 Payments can begin
 As long as guardian fills in
completed Monthly Renewal
for each child, file will remain
open until child ages out or file
is closed due to child moving
out of the home
Revised March 2014
96
COPH MUST DO’S
 Hand in a monthly renewal for each child in their care
 Do Annual Review for each child
 Do MCFD screening when someone in home turns 18 or a new
person begins to live in home that is 18 or older and at each
Annual Review
 Person in home refuses to do screening must inform guardian
their application will be denied. Do provide them with a letter,
can use template COPH SL2 “Refuse to Consent- Inform
Discontinue Existing COPH”.
Revised March 2014
97









Incentive Allowance
Special Needs
School Start up if non-status
Special Transportation (Ch. 9.11)
Guide Animal allowance
Non Insured Health supplement (Ch. 10)
Natal allowance
Special Diet allowance
Infant Formula allowance (Ch. 11.11)
Not eligible for
 December Supplement allowance
 Supplement for lost or stolen Family Bonus
 Family Bonus top up
98
Revised March 2014
 Parent(s) are expected to contribute to care of child. Funds
are deductible from COPH assistance
 Orphan Benefits & Child of a Disabled Contributor
Benefits - do not effect assistance payments
 Child Tax Benefits - do not affect assistance payments
SA Employable Guardian:
 Same rules for employable IA parents applies (child under 3 do not need to seek employment, older - need to seek employment)
Revised March 2014
99
Age
Rate
Birth – 5 yrs.
257.46
6 - 9 yrs.
271.59
10 - 11 yrs.
314.31
12 - 13 yrs.
357.82
14 – 17 yrs.
402.70
18 yrs.
454.32
Includes basic needs & clothing
for child
Revised March 2014
100
RIGHT SIDE: personal info & IA
documents
 Identification for child(picture





one is best)
Care Card for child
COPH application (COPH 01)
COPH screening consent (COPG
02) for each person living or
regular visitor 18 or older
Fax cover sheet (COPH 03)
stamp dated when sent
MCFD results if no risk keep file
open / risk file is closed, no
further payments issued
LEFT SIDE: payments Bills
& B&D
 Budget & decision forms make
sure first one is signed
 Case notes
* Ministry behind in screening ensure
you have dated when sent fax - flag
Revised March 2014
101
CHAPTER 7
HARDSHIP ASSISTANCE
Revised March 2014
102
Eligibility
Exemptions
Exemption guidelines
* flag p. 1&2 list
Revised March 2014
Exemptions
103
 Only after an eligibility test for basic income assistance
benefits has been applied and applicant does not qualify
 Hardship is to handle basic needs ONLY (can include
shelter payments)
 Only available when no alternative or resources available
to meet basic needs
 Available one month at a time - each month must
re-establish eligibility
 Must demonstrate their resources were not used for
non-essential items
Revised March 2014
104
 Applicant is awaiting other benefits – recovery & monthly re-
assessment
 Assets in excess of allowable limits – cannot sell due to it being
a joint ownership – qualify for basic IA/maxed at 2 years (do
check randomly to ensure assets were not sold/ keep case
note)
 Applicant shows trying to sell items but they are not being
brought – recovery and monthly re-assessments
 Know value of assets – max recovery at this amount
 Quit work- not acceptable reason – have dependent children –
recovery/ max 3 months
 Quit work – not acceptable reason – no children – can’t apply
for 30 days
Revised March 2014
105
GUIDELINES FOR HARDSHIP
 No ID = 3 months grace period only , no ID after 3
months = close file (applicant responsible for cost of
ID)
 Transient = not residence of community = prorated to
3 days help only
 Person or childless couple wishing to stay on reserve;
 1 month provided they meet eligibility criteria.
 Shelter payments will need proof staying on reserve
and a rent receipt to determine share
 Prorate payment for month applying
Revised March 2014
106
All available income or assets must be deducted from
hardship assistance issued. Do exempt the following:
 Dependant child’s income if attending school full time
 COPH payments
 GST credit and other government credits
 Family Bonus
 Child Disability Benefits
For list of other items please flag pages Ch. 7 sec. 8 p 1,2
Revised March 2014
107
CHAPTER 8
PERSONS WITH DISABILITES ALLOWANCE
Revised March 2014
108
 Eligibility
 Disability Assistance and Supplements
 File requirement
 17 years PWD guidelines
 Applicant moving on/off reserve
 Procedure
Revised March 2014
109
What to look for?

They are 18 and older

Condition is severe mental or physical impairment

Condition likely to continue for at least 2 years (Doctor’s opinion)

Condition directly or significantly restricts daily living activities
either continuously or for extended periods of time

Restrictions result in s(he) needing assistive device (includes
bath bars and items for home to accommodate disability),
significant help or supervision of another person or service
animal to preform daily activities
Revised March 2014
110
DISABILITY ASSISTANCE AND
SUPPLEMENTS
Effective 1st of month following designation. Benefits for
PWD are:
 Receive higher rate
 Non status – Non Insured Health Benefits
 Earn Income exemption higher PWD Earned income exemptions
Single
$800
 Low cost Annual Bus Pass
Single parent
$800
Family - 1pwd
Family – both PWD
Revised March 2014
$1,000
$1,600
111
 Must be 18 – may apply 3 months before turn 18
 Physician must indicate impairment will be for 2 years or
longer
 Information provided by physician or assessor must establish
presents of impairment that is severe mental or physical
 Physician or assessor must indicate the impairment directly
restricts daily living activities and or social functioning
 Physician or assessor must indicate that significant assistance
is required with daily living either by another person, assistive
devices (bath room bars, special chair that helps one get out
or sit down) or animal.
Revised March 2014
112
 17 year olds
 Can be put into affect when turn 18 years and they provide
copy of “age out” letter from At Home Program (if applicable)
 Best to apply for adjudication early so everything runs
smoothly
 Open application – not until turns 18 years and parent file
has child removed
 Trust fund? Inform parents about trust fund guidelines so
as not to affect SA funds
113
Revised March 2014
 Applicant moving off reserve
 Provide person with Consent to Release of Information
(HSD3125) FNSDS can then forward copy of applicant's
PWD application(SA301) and any information or documents
related to designation to MSD
 Applicant moving on reserve
 Have client sign the Consent to Release for Persons with
Disabilities (PWD) Information by BC Ministry of Housing
and Social Development (SA320) form or Review
(HSD2883R) which will be forwards to FNSDS for review and
approval
Revised March 2014
114
Will need proof for file that the Non-discretionary Trust is for:
 Cover costs of medical aides, mobility aid, or other device related to
disability
 Cover cost of renovation or maintenance of the principle of a PWD as
long as either is undertaken to accommodate the needs of person
 Covers cost of education or training for PWD client
 Covers cost of service of Caregiver, Service Providers or other services
related to person’s disability
 An annual amount not exceeding $5,484 which is used to promote
their independence (counts from January 1 to December 31)
Revised March 2014
115
IDEAS TO HELP ONE DETERMINE IF
APPLICANT IS PWD
 Fidget while sitting, sweating yet office is cool and appear very
uncomfortable as if in pain
 Enters office using a device to help them get around
 Their concentration is lacking as they are all over the place
when talking
 Require someone to help fill in forms, helper appears to be with
them often
 They request application for PWD (no limit on applying for PWD)
 Unsure, have them do the PPMB application to help with
decision (let them know this will not change rate as they would need
to be on system 12 out of 15 continuous months)
Revised March 2014
116
Separate personal info, IA
documents or 1 time only
information
 Complete regular application
package
 If can’t make appointment due
to disability, parent or guardian
can complete forms and sign on
their behalf – need copy of 3rd
party agreement on file
 Confirmation letter for PWD
 Highlight review date
Keep together payments – bills, B&D
or on going information
 Updated bills
 B&D do add in comment section
review date for PWD
 First B&D requires their
signature
 Any change in payment will need
to have client sign form
•
Add blank legal paper to tape on monthly renewals
•
Must do an Annual Review before due date
•
Must review PWD classification no later then due date or put client back to
employable (every 5 years)
•
Fax Review Request to Gina, keep client at PWD rate until informed
otherwise
Revised March 2014
117
CHAPTER 9
SPECIAL ALLOWANCES
Revised March 2014
118
 Community Volunteer Supplement
 Purpose of Special Needs
 Items covered under Special Needs
 Eligibility
Revised March 2014
119
Purpose: provide funds for clothing, transportation and other
expenses required for recipients in a Community Volunteer Program
 Who qualifies? Those SA Clients that are unable to enter the workforce
 Single parent whose child is under 3 or child is disabled and
parent unable to work out of home for long
 PPMB clients
 PWD clients
 Persons temporarily excused from employment obligations
 Person separated as result of abusive situation within previous 6
months and unable to seek employment due to situation
 Dependent children and COPH child who are 15 and over
 Maxes at $100 per month, is prorated if do not completed due to
reasons beyond clients control
 Exempt from basic funds, and charged to the SD Special Needs budget
 Paperwork? Yes –
 Community Volunteer Contract (SA 135) signed by client and
BSDW
 B&D (901-25) signed by client and BSDW plus documented
120
Revised March 2014
Purpose
 One time emergency
 Prevent imminent danger to physical health or safety
 Immediate protection of a child
1 time
ONLY
Policy
emergency
 Not to supplement monthly benefits
 Must qualify for SA
 Needs to be considered as a last resource when all else has
failed
 Must chose the least costly (at least 2 estimates on file)
 Document with signed B&D, receipt (if applicable) and
explanation for decision
Revised March 2014
121
 Home maintenance –
 Rent arrears (maxed at 1 months
 Applicant must own home
rent & 1 time per fiscal year)
 Applicant must live in home
 Utility arrears (1 time per fiscal year,
max at $200)
 Essential household appliances
 Requires at least 2 estimates
 Exceptional Special Needs
 Not provided through basic
(does not include a dryer)&
necessary furnishings
funds
 For safety and/or health
 Pre-authorized and within
budget
 Exceptional household items –
needs written recommendation
from medical practitioner

• Must be documented,
• B&D signed by both client &
BSDW;
• Must stay within Special Needs
budget
Disaster aide – to replace essential
household items, food and clothing
Revised March 2014
122
 Camp Fees Allowance for a Child with Disabilities or child of a long term SA
client;
 must be reasonable fees,
 a recognized camp.
 Partial payment required ensure all coverage is documented to be clear
who pays for what
 School Start-up Allowance for SA clients’ child(ren) attending full time school
 Kindergarten to grade 12
5 – 11 yrs. = $100
 Non-status children
12- 18 yrs. = $175
 COPH non-status children
 Status Children from another community with confirmation letter
verifying they did not receive school start up funds from their
community.
 Includes hardship clients children that meet above requirements
 Special Transportation
 Admission to a rehab centre
 Visit parent, spouse or child because recommended by Medical or
Institutional authority
 Attend Family Court Hearing to present evidence in case involving
immediate family member
 Attend training at a achievement center for handicapped persons
Revised March 2014
123
 Work Clothes And Work Transportation
 Available for 1st month of work
 One time only up to $200 (receipt for file)
 Transportation – assess for essential need and document
 Out of province with confirmed employment
 Client must provide written confirmation of employment with a start
date and if possible list of required clothes, shoes and work gear
 work with local ASETS and divide the cost – stretches both budgets
 Moving Costs
 Owner of home wishes to resume occupancy of home
 Moving to area of confirmed employment (available for destinations
within Canada)
 Home to be demolished
 Destruction of home
 Home condemned
 Moving due to health
 Need at least 2 estimates
 Max at $500 for actual essential costs
124
Revised March 2014
One can provide Security deposit for hydro and natural gas
only
o Family unit eligible for income assistance, hardship or PWD
o
o
o
o
assistance
Family has no other resources
Deposit is necessary to obtain services of electricity or
natural gas
Recipient signs a Recovery Agreement for the security
deposit
Utility Security Deposit is the minimum amount required to
secure utility services
* Be careful as Special Needs is a capped funded program
Revised March 2014
125
CHAPTER 10
NON - STATUS HEATH BENEFITS
Revised March 2014
126
 Medical Service Plan & Fair PharmaCare
 Health Benefits
 Dental
 Orthodontia
 Optical Services
 Health related travel
 Medical equipment
 Medical supplies
 Eligible items
 Non-eligible items
Revised March 2014
127
REQUIREMENTS FOR NON-INSURED
HEALTH BENEFITS
Applicants must be covered under Medical Service Plan and Fair PharmaCare
For non-status clients they are covered under MSP or Fair PharmaCare : visit
heath Insurance BC web site www.hibc.gov.bc.ca or 1-800-663-7100
For Status applicants they are covered under Health Canada. Web site is
ww.hc-sc.gc.ca/fnihb/nihb or call 1-800-317-7878
 The administrating authority has no authority to meet the costs of
medical services not covered my MSP
Revised March 2014
128
 Let pharmacist know limits of approval form and that the form must






be returned to your office for processing payment
Obtain a copy of prescription before filling form
 Check that it is an approved drug
 Got internet and see description of drug
 Monitor drugs – be aware if it is addictive
Remember only for non-status clients, status go to Band Health
department
Dental
Flag sec 10.2 page 1 for dental services
Flag sec 10.5 p 6 for Optician & Optometrist
Flag sec 10.9. p 2 for eligible items
flag sec 10.10 p 1 for non eligible items
Revised March 2014
129
First Nations Social Development Society
BSDW Essential Skills Training
Revised March 2014
130
 Child Benefits beyond SA
 Supplementary Assistance to Old Age Security Pension
 Comfort Allowance & Clothing Allowance for recipient in
Special Care Facilities
 December Supplementary Allowance
 Annual Bus Pass
 Funeral Costs
 Special Diets
 Short Term Nutritional Supplements
 Nutritional Supplement
 Tube Feed Supplement
Revised March 2014
131
Child Benefits Include:
 BC Basic Family Bonus
 BC Earned In come Benefit
 Basic Child Tax Benefit – need to claim but does not affect client SA
funds
 Child Disability Benefits – good to check if child is handicapped for they
may not know they could apply for this assistance
 National Child Benefit Supplement – assist those that work and
earn below $20,435 a year
 Universal Child Care Benefit - funds to support working families with
the cost of day care
Revised March 2014
132
Family Bonus Top-up Allowance
 Top up available for SA client ,
• Non recovery
 year before earnings applicant’s income was over
$20,500
 Child turns 18 years
 New born baby’s first month
 Recovery required
 Late income tax filing = 3 months with proof filed
 Family did not reside in BC previous taxation year
= 4 months pending documentation verification
from CRA (can extend another 4 months under
extenuating documented circumstances)
 Lost or stolen FB cheque when have a RCMP
report number on file
Revised March 2014
133
 No top up allowed
No dependent children on file
Refuse to establish entitlement to FB by filing
tax return
COPH recipient
Reduced FB payment due to recovery of FB
overpayments
Family choses to pay a government debt out
of FB entitlement
Shared parenting situation – person receiving
payment is expected to share payment or
other supplements with other parent to assist
during child visit
Revised March 2014
134
 Eligible recipients include families with 1 or 2 members receive
Federal Old Age Security OAS, Guaranteed Income Supplement
GIS or Federal allowance (Spouse's allowance) and provincial
Senior’s Supplement payments which are less than IA,
Hardship Assistance or PWD entitlement.
 How to decide if they qualify for supplement;
 Max shelter and support allowance for family unit
 Use rate table
 Income Assistance Ch. 4.11
IA Table
 Hardship Ch. 7.11
 PWD Ch. 8.2
Revised March 2014
135
 Deduct total of OAS, GIS, SS as well as other earned or
unearned income (Ch. 11.3 table for their pension rate)
 If total of pensions is lower then IA entitlement = they
would qualify for supplement and other benefits
 If total of pensions higher then IA entitlement = they do
not qualify for supplement
Example: Couple both 65
Pension = $800 + OAS = $400 total = $1200.00
IA rate + $949.06 + $570.00 = $1.519.06
IA supplement = $1519.06 – $1200 = $319.06
Revised March 2014
136
 Comfort Allowance, must qualify for IA, had permanent
residence on-reserve in BC prior to staying at a
 Adult Residence Care approved by MEIA
 Boarding
 A&D Treatment Center
 Personal Care Facility or Intermediate Care Facility
 Hospital
 Rehabilitation or Treatment Center other then a Prison
or Correction Institution
 The rate is $95 per month , for personal and recreational
needs.
Revised March 2014
137
 Cannot receive comfort allowance same month received IA
from any public agency
 If a A&D treatment center
 Can cover essential shelter needs of recipient to ensure
they have a place to come home to
 Cover dependents eligible shelter allowance and basic
needs minus comfort allowance for recipient
 Clothing allowance to purchase essential clothing for a person
residing in a Special Care Facility other than a A&D center if
institution does not provide clothing and person does not have
means to cover cost (requires an assessment to be completed)
Revised March 2014
138
 December Supplement Allowance
 Open to all SA recipients except COPH children
 $35 single
 $70 Childless couples and families
 $10 each dependent child in family unit added

Annual Bus Pass available to
 pensioners
 Ages 60+ receiving Spouse Allowance
 65+ meet requirements for GIS except 10 years residency
 60+ on Income Assistance
 Payment is by the applicant NOT band
 Cost is $45 annually
Revised March 2014
139
 Available to any person that dies in BC. Legal
Representative needs to request and show deceased had
no estate to take care of costs.
 Require:
 name & address of deceased
 name of next of kin
 statement of decease’s income and assets
 request to administering authority to cover
funeral costs
 If family, other then Legal Representative, wishes to
upgrade costs, it will not come off the cost provided
Revised March 2014
140
 Items covered
 Funeral basic service up to $1285.00 (see 11.7 page 4 for
details)
 Other items up to $815 (see 11.7 pages 4 bottom for details)
 Casket - #2 HP cloth covered (20% mark up + freight costs)
 Transportation 0-32 Km included in funeral costs
33-82 km $1 per km
83-182 km $0.90 per km
182 +km $0.60 per km
 Urn up to $200
 Funeral Service provider responsible for billing (SA 108) form and
submitting to Administering Authority
Revised March 2014
141
 BSDW needs to
 Review SA 108 Form for accuracy
 Authorize payment
 Forward SA 108 form to FSO for approval and signature
 Forward SA 108 form to estate officer
 Initiate cost recovery where applicable
 Issue payment to Funeral Service Provider
 Complete the B&D for payment
Do provide Family with envelop to keep receipts
and remind them to keep ID such as SIN card and status
card
Revised March 2014
142
 Require medical request from a Doctor or Nurse practitioner
 If require more then one diet supplement, can only cover cost
of the one; best to chose the highest dollar value
 High Protein or Dysphagia can also receive assistance to
purchase a blender
 To be eligible must
 Be on IA or Disability Assistance
 COPH child
 Person receiving Natal Allowance and condition is
unrelated to pregnancy
Revised March 2014
143
 Not eligible recipient
 Receiving monthly Nutritional Supplement in whole or part
 Eligible for short-term Nutritional Supplement
 Receiving Hardship assistance
 Person in Special Care Facility
 Person eligible for Tube Feed Supplement and Diet
Supplement must chose one only




Sp. Diet table
Ch. 11.10 page 4
Need client sign and date NEW B&D and attach medical request
Review short term acute condition – every 12 months
Review long term chronic condition – every 24 months
If found to no longer require special diet, must send notice to
client or form Diet supplement denial letter.
144
Revised March 2014
 Available with medical or nurse practitioner written
prescription for product, quality required and expected
duration
 Copy of Nutritional Supplement Request & Authorization (SA
200) plus copy of prescription and diagnosis
 Conditions that qualify are
 Surgery
serious disease
 Severe injury
side effects of medical treatment
 Maximize at 3 months
 Not for food replacement
 Covers such items as Ensure, Boost etc..
Revised March 2014
145
 Must be confirmed by medical/nurse practitioner that




specialized formula required, length dependant on medical
request
Regular infant formulas covered for 12 months for infants
that cannot be breast fed due to risk from contracting a
disease through breastfeeding
For file – need medical request (not responsible for fees
associated with request) and a signed B&D (fill in comment
section & add “good until__”)
BSDW approve 2 weeks emergency supply of nutritional
supplement maxed at $500 – await for FSO approval
Infant formula BSDW approves costs under $500 and FSO to
approve costs over $500
flag Ch. 11.11 page 4
Short term supplement
Revised March 2014
146
 Available to PWD clients only, that have a severe medical
condition causing chronic progressive deterioration of health
Monthly Nutritional
with symptoms of wasting.
Flag Ch. 11.12 p2
Supplement
 May consist of a nutritional supplement and /or vitamins and
minerals
 Nutritional supplement max at $165 per month
 Vitamins and minerals max at $40 per month
 Practitioners fees covered at $25 per application
 Will not qualify for any other supplement once approved
(remember they need to chose usually the highest paid diet supplement is
best)
Revised March 2014
147
 Qualify for income assistance
 PWD approval letter on file and still active
 Monthly Supplement Application (SA 401) on file
 Decision letter on file showing approved and may have a
review date (highlight and add to comment section of B&D)
 New B&D signed and dated by both applicant and BSDW
Revised March 2014
148
 May be provided for a IA client and their dependents ,
COPH child, persons residing in a A&D facility and PWD
client who is unable to take food orally or process it
through the gastrointestinal system.
 Can be approved for either acute or chronic cases
 Includes liquid nutritional product, medical supplies and
equipment necessary for tube feeding.
 Provided when NO OTHER funding available (status can be
covered under the non insured benefits of their health care program)
Revised March 2014
149
 Persons in receipt of Hardship Assistance and their
dependents
 Persons in a Long Term Facility and their dependent
children
 Persons receiving Monthly Nutritional Supplement
 Person receiving short term Nutritional Supplement
 Person receiving Diet Supplement (remember can only receive
one supplement – must chose – encourage to pick the highest paying one)
Revised March 2014
150
 All following conditions must be confirmed by a medical/nurse




practitioner or registered Dietitian
 Tube feeding is primary source of nutrition
 State type of product required
 State monthly or daily quantity of nutritional product
required
 State expected duration of condition requiring tube feeding
 State tube feed related supplies or equipment needed
Can be approved up to maximum of 2 years
BSDW can approve cost under $500 ; FSO approves costs over $500.
BSDW needs to issue renewal letter 3 months before expires
Administering Authority not responsible for fees for
documentation
flag Ch. 11.13 p 4
Revised March 2014
Tube feeding
151
First Nations Social Development Society
BSDW Essential Skills Training
CHAPTER 12
WOP/ASARET
Revised March 2014
152
 Both are a transfer of actual IA funds only and do not
come with a project budget
 Wages are supplemented by the IA transfer thus
providing a saving for the employer or project
 Partnership with the project or employer needed
 The employer and the BSDW work closely for success
 Both projects use the same forms
Revised March 2014
153
 IA client works for minimum wage of $10.50 per hour
and works 35 hours per week = $1470 per month
 Person is childless couple entitled to $307.22 + 250 =
$557.22 this amount is to be transferred each month
 Employer receives this amount $557.22 and will have to
add to amount $912.78 to ensure IA client receives
minimum wage.
 Extra funds are not deducted from client as this is part of
a WOP or ASARET program with intention of assisting
client to move beyond IA
Revised March 2014
154
WOP
ASARET
 Max at one year
 Max at two years
 Offer job experience only
 Provide training & job
 Involves the band, Income
experience
 Involves ASETS, IA ,
employer and IA client
 Needs job description
 Can be more then one IA
client
Assistance program and IA
client
 Needs job description
 Can be for more then one
IA client
Revised March 2014
155
 Provide BSDW with confirmation of employment
 Hand in Monthly Renewal claiming earnings and stating
on WOP/ASARET program
 Up date BSDW on any changes to family unit or
employment
 Do an Annual Review when required to keep file open
Revised March 2014
156
NATIONAL CHILD BENEFIT REINVESTMENT (NCBR)
Revised March 2014
157
 1.1 Objectives NCBR initiatives are:
- Help prevent & reduce child poverty
- Promote attachment to workforce as a better choice for families
on reserve
- Reduce overlap & duplications and to simplfy administration of
benefits to children
 1.2 Expected outcomes of NCBR on reserve are:
- Reduce effects of child poverty
- Reduction of barriers that impede FN parents or guardians from
becoming attached to the workforce
- Decrease incidence & depth of child poverty on reserve
Revised March 2014
158
 3.1.1 Childcare –programs/ projects that support childcare services to
allow more families with low income to gain access to daycare spaces
or to reduce childcare costs by sharing expenses ex. Funding extra
space or seats for parents in Employment or Training programs.
Direct subsidies to parents NOT provided
 3.2.2 Child Nutrition – programs/projects to improve health and
wellbeing of children in low income families by providing meals &
snacks programs to children as well as education to parents on family
nutrition and meal preparation. Ex. Food hampers, meals served at
school, day nurseries, play groups and parent/child support centers
 3.2.3 Support for Parents – programs/projects that provide early
intervention and support for low income parents/guardians to help their
children with an early start in life. EX. Parenting skills programs, dropin centres for parents & children, parent/child support classes, active
recreation activities for children
.
159
Revised March 2014
 3.2.4 Home-to-work Transition - programs/ projects reduce
barriers to employment or provide training to increase skill level
for low income individuals to increase their Chances of obtaining
work. Ex. Life-skills, employment & training classes, summer
work programs for youth
 3.2.5 Cultural Enrichment – programs/projects support
traditional cultural and enrichment programs to children in low
income families.
* Ordinary resident on reserve qualify for programs and services
Revised March 2014
160
• 3.2.5 Service Delivery Eligible Expenses – administrative fees
maxed at 15% may include
Salaries
Travel
Training /professional
development for
professional/paraprofessional
administrators
Testing
Office supplies
Telecommunications
Research
Evaluation
Wages & benefits
Accommodation; transportation
Policy development & program
modification/adaptation
Instructional & information materials
Office equipment
Printing, professional services
Data collection, analysis & reporting
Incremental fees for accounting & audit
services & related office costs
161
Revised March 2014
 1.1 FVPP consists of 2 components
1. Shelters - operational funding for network of 41 FV shelters
serving FN communities on reserve
2. Preventative Projects – Proposal-based activities aimed at
preventing Family Violence in FN communities on reserve Types of
projects – public awareness campaigns, conferences, workshops,
stress and anger management seminars, support groups and
community needs
 1.2
FVPP assists FN in providing access to culturally appropriate FV
shelter services and prevention activities to women, children and
families ordinary residence on-reserve

Expected outcome of FVPP is enhanced safety and security of FN
women and children by providing FV prevention and protection
services
1.3
 Ordinary residence on reserve qualify for services or programs
Revised March 2014
162
1. Reasonable Comparability
• 4.1 Federal funding provided for NCBR on-reserve in a manner
consistent with the Federal/Provincial/Territorial NCB Governance
& Accountability framework
• 4.2 NCBR on-reserve follows approach comparable to reference
Provincial/Territorial Reinvestment model (replacing income
assistance benefits for children) &/or investments in services and
supports for children in low income families. To avoid duplication
of services eligible expenses on-reserve differ from those offered by
Province/Territory off-reserve
Revised March 2014
163
• 3.1 Eligible Recipients- FN, Tribal Councils, other FN aggregations
approved by FN Chief and Councils or authority, board,
Committee or other entity authorized to act on behalf of initial
recipients to provide FV protection and prevention services
• 3.2 Final Recipients – eligible FN peoples who are ordinary
residence on-reserve
• 3.3 Limitations of Funding – does not fund construction,
renovation or major repairs as this is covered under CMHC
Shelter Enhancing program.
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• 6.1 New prevention projects funding formula as of 2011/12 bases on direct
•
community need rather than population. Will allow regions to
aggregate funding to FN boards interested in developing their
capacity to address FV in strategic way
6.2 Applications for FVPP based on proposals that meet objective of FVPP
•
6.3 Prevention projects may include promotion and public awareness,
education campaigns, conferences, workshops, stress and anger
management seminars, counselling, training support groups and
community needs assessments subject to availability of funding
•
6.4 Some regions, FN regional boards are authorized by Chiefs to
administer prevention funds by collecting, reviewing and
approving proposals for projects. The FN regional boards also
take on strategic visioning and coordinating role by targeting
specific needs (ex. Youth conference) in area of FV
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• Administration costs not exceeding 15% of total contribution
• Cost of books, pamphlets and materials
• Cost of workshops, outreach and awareness
• Reasonable travel costs
• Facilitators per diem
• Refreshments
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WHAT IS MY JOB AS A BSDW?
Both
AANDC Policy
Community needs
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AANDC SD POLICY VS BAND MEMBER
OBLIGATIONS
AANDC
BAND
 Administer the IA program
according to AANDC SD
manual guidelines
 Ensure all requirements for
income assistance are meet
 Be accountable for finances
spend by providing quarterly
and annual reports plus on
request a Compliance Review
 Provide assistance & support to
membership
 Provide qualifying membership
Income Assistance
 Be accountable to Chief,
Band Council &
membership
 provide chief and council plus
membership updates on
changes to IA policy
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 AANDC policy uncomfortable to carry out
 AANDC policy may seem unclear and open to more then
one interpretation
 Community members may take decisions personal
 Hard to say “No” when all you want to do is help
 More then one mandate – Financial, Active Measures,
verification, counselling, fund raising, community
obligations ….
 Begin job running, huge learning curve, lots of
expectations and little time to learn
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 Keep all work related communication business, do not turn it
personal (quote policy to back up decisions and do not say I am writing- say
“we at band name Social Development program are writing to inform you,
according to AANDC Social Development policy….”)
 React to investigations only if evidence will stand up in court
(keep case notes)
 Limit time listening to gossip or checking out face book where
clients are concerned- don’t prejudice your decisions
 Separate work from home, community and family
 Stressed during an intake, take a short break before seeing
next client
 Call or email the FNSDS line for help or feed back
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APPENDIX C:
IDEAS FOR GETTING READY TO WORK
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OWN YOUR SPACE







Add your touches such as pictures, figurines and
plants
Make the bulletin board suit your needs
Keep space open and welcoming, set the
atmosphere- don’t crowd room with files or unused
desks, de-clutter
Use earth tones on walls, not bright colors
Keep it tidy – lowers stress
Makes it feel welcoming, rule “if you are
uncomfortable in your office so are your clients”
Organize your space
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THINK SAFETY
Unsafe – hiding areas
no control of door
Safe – low limited area for hiding
you control the door
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SAFETY FOR OFFICE WITH MORE THAN
ONE PERSON OCCUPANCY
• Back to door
• Too crowded hard to move
quickly
• Workers do not have control of
door
• More open space – easy to
move quickly
• Door area safer
• Workers have control of
door
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 Client agitated? Meet them in a public area like the band lobby
– keep voice low and calm – DO NOT MAKE PROMISES JUST TO
GET THEM OUT OF YOUR HAIR (awards bad behaviour)
 Use follow up letters for;
 Repeat behavior from client, do a follow up letter, remind them, this is a
place of business and such behaviour is unacceptable. Do state what
the consequences will be should they repeat such behavior in the
future.
 Reminding a client what you discussed in the office and what the
expectation are for them to keep their file open. (case note for file).
 Form letters can help set a tone for office, help be consistent with all
clients, lower confusion, lessen client outbursts and lower stress.
 Office at end of hall way, brighten the hall with pictures, a
lamp, if possible set up waiting area, have regular reading
magazines, small play area for children (small box of toys, comic
books, coloring books or paper)
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Revised March 2014
 Create Intake Packages using the forms one needs for a
file; put forms in order you use in the file folders
 Create a cover for package using point form for the
intake package informing applicant what they need to
bring to interview
 Create a work schedule and routine for yourself
 If energy high in morning – do paper work and see
clients in afternoon
 If Cheques can’t be processed Friday afternoon, use
opportunity to have NO appointments, use this time to
complete weeks work of processing and filing or work
on your “to do list”
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TAKES 5 TO 8
BUSINESS DAYS
TO PROCESS A
COMPLETED
APPLICATION
APPOINTMENTS AVAILABLE
IN AFTERNOON ONLY
Answer
“what’s in
it for me?”
SORRY NO DROP INS
NO RENEWAL = NO CHEQUE
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Please do complete the survey, this will assist us in
improving our presentations and training material.
Have a safe trip home.
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