More than 60% of Sask. income support calls ignored, auditors report reveals
Saskatchewan’s Ministry of Social Services had more than 60 per cent of the more than 255,000 calls to its SIS phone line go unanswered over a six-month period, the province’s auditor says in her 2023 report.
Provincial Auditor Tara Clemett also found that close to 50,000 of those calls were specific to Saskatchewan Income Support (SIS) applications.
“We found the Ministry needs to provide potential clients with better access to apply for benefits, such as making computers available at all of its offices, offering sufficient in-person assistance with the SIS application process, and consistently providing a call-back function, a news release from the auditor says.
The report found that fewer than 50 per cent of individuals apply for SIS benefits online.
“During an unannounced visit to a large delivery office, we found staff did not sufficiently provide guidance or offer assistance related to the SIS application process,” the release says.
According to the report, the ministry assesses SIS applications within five business days about 90 percent of the time but does not sufficiently address key issues such as the lack of computer access for many applicants, the lack of streamlined client support and clients missing appointments with ministry planning and support specialists.
The report also says the ministry needs to periodically analyze data about SIS clients who are evicted and have unpaid utility bills and make strategies to address those scenarios. The report recommends that the ministry also should offer timely case planning support and meet regularly with SIS clients to follow up on their unique case plans.
The report also shows that 5,200 SIS clients have unpaid utility bills greater than $100, which amounts to nearly $4.2 million as of February 2023.
SIS clients also need to be referred to proper supports such as employment services and counselling when appropriate, with follow-ups on those referrals happening on a consistent basis, the report says.
The report also recommends says the effectiveness of SIS needs to be measured better. That would include tracking how long clients receive SIS as well as the proportion of clients dropping SIS but then returning within a certain time frame.
SIS has been offered since 2019 and is meant to provide financial assistance for people to meet their basic needs while they work toward self-sufficiency.
Those basic needs include money for rent, mortgage and utility payments, as well as funds for food and local transportation, the report says
In 2022-23, over 17,000 SIS clients were provided an expected $261.5 million in benefits, according to the report.
Advocates say it's a long standing problem.
"This is what we hear from our clients on a daily basis is that they’re having a very difficult time getting through to the client service centre and being able to have their concerns responded to," said Peter Gilmer with the Regina Anti-Poverty Ministry.
The Ministry of Social Services says ten people will be added to the call centre to handle inquiries. The auditor will be checking back to make sure the issue has been resolved.
- With files from Wayne Mantyka
CTVNews.ca Top Stories
DEVELOPING Live updates as Stormy Daniels testifies at Trump hush money trial
Adult film star Stormy Daniels will take the stand a second time Thursday as former U.S. president Donald Trump’s hush money case continues in Manhattan. Follow live updates here.
NEW Why these immigrants to Canada say they're thinking about leaving, or have already moved on
For some immigrants, their dreams of permanently settling in Canada have taken an unexpected twist.
Here are the ultraprocessed foods you most need to avoid, according to a 30-year study
Studies have shown that ultraprocessed foods can have a detrimental impact on health. But 30 years of research show they don’t all have the same impact.
NEW Capital gains tax change 'shortsighted' and 'sows division' business groups tell Freeland
Forging ahead with increasing Canada's capital gains inclusion rate 'sows division,' and is a 'shortsighted' way to improve the deficit, business groups are warning Finance Minister Chrystia Freeland.
Ontario man frustrated after $3,500 paving job leaves driveway in shambles
An Ontario man considering having his driveway paved received a quote from a company for $7,000, but then, another paver in the neighbourhood knocked on his door and offered half that rate.
Defence attacks Stormy Daniels' credibility as she returns to the stand in Trump's hush money trial
Stormy Daniels will return to the witness stand Thursday in Donald Trump's hush money trial as the defence tries to undermine the credibility of the porn actor's salacious testimony about their alleged sexual encounter and the money she was paid to keep quiet.
With contactless screening tech, this Toronto startup hopes to catch breast cancer early — and save lives
Amid evidence of rising breast cancer rates among young women in Canada, one Toronto startup is offering a contactless and radiation-free device that can help doctors identify suspicious changes in breast tissue. The company, Linda Lifetech, says this can lead to earlier detection of breast cancer.
Tornadoes tear through southeastern U.S. as storms leave 3 dead
Forecasters warned a wave of dangerous storms in the U.S. could wash over parts of the South early Thursday, a day after severe weather with damaging tornadoes and large hail killed at least three people in the region.
Police handcuff man trying to enter Drake's Toronto mansion
Toronto police say a man was taken into custody outside Drake's Bridle Path mansion Wednesday afternoon after he tried to gain access to the residence.