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
Bodies recovered in Mexico likely 2 Australians, 1 American who went missing: officials
Three bodies recovered in an area of Baja California are likely to be those of the two Australians and an American who went missing last weekend during a camping and surfing trip, the state prosecutor’s office said Saturday.
Maple Leafs eliminated from NHL playoffs with Game 7 OT loss to Bruins
Sheldon Keefe told his players hockey history would remember them one way or another.
Amid climate change warnings, Canadians lukewarm on electric vehicles
Amid scientists' warnings that nations need to transition away from fossil fuels to limit climate change, Canadians are still lukewarm on electric vehicles, according to a study conducted by Nanos Research for CTV News.
What a judge's gag order on Trump means in his hush money case
A gag order bars Trump from commenting publicly on witnesses, jurors and some others connected to the matter. The New York judge already has found that Trump, the presumptive Republican nominee for president, repeatedly violated the order, fined him US$9,000 and warning that jail could follow if he doesn't comply.
No proof man lied to brother about number of kittens born in litter, B.C. tribunal rules
A man was denied a $5,000 payout from his brother after a B.C. tribunal dismissed his claim disputing how many kittens were born in a litter.
Pro-Palestinian protesters at USC comply with school order to leave their encampment
Protesters left a pro-Palestinian encampment at the University of Southern California early Sunday after they were surrounded by police and told they could face arrest if they didn’t go.
Trudeau 'absolutely' best person to lead the Liberals in next election: LeBlanc says
Cabinet minister Dominic LeBlanc insists he's not planning a leadership campaign to head the Liberal party, should current leader and Prime Minister Justin Trudeau resign, seemingly quashing rumours he's planning to make a move for his boss' job.
Bombarded with spam texts? Stats show the problem is getting worse in Canada
In particular, messages that involve phishing — an attack where a scammer tries to trick the recipient into clicking a malicious link, downloading malware or sharing sensitive information — are on the rise.
Madonna's biggest-ever concert transforms Rio's Copacabana beach into a massive dance floor
Madonna put on a free concert on Copacabana beach Saturday night, turning Rio de Janeiro's vast stretch of sand into an enormous dance floor teeming with a multitude of her fans.