Ontario Works Case Management

WORKSHOP DESCRIPTION

Ontario Works case managers operate in an increasingly complex environment, balancing eligibility determination, participation requirements, client engagement, documentation, workflow management, and competing operational priorities. At the same time, they are expected to support positive client outcomes while maintaining consistency, accountability, and compliance with program requirements.

Case management feels overwhelming because it’s complex and layered, not because case managers are failing. When engagement, planning, documentation, and workflow management are not intentionally connected, staff can become reactive, documentation can become inconsistent, and service planning can lose effectiveness.

This workshop provides practical tools and structured approaches that help case managers navigate complexity, strengthen professional judgment, and improve consistency in daily practice.

WHO SHOULD ATTEND:

• Ontario Works Case Managers and Caseworkers
• Ontario Works Supervisors and Team Leaders
• Social Assistance and Human Services Professionals
• Employment and Client Support Specialists
• Program Coordinators and Service Delivery Professionals

PARTICIPANTS WILL LEARN:

This highly interactive workshop equips Ontario Works case managers with practical strategies to strengthen four critical areas of practice:

• Client Engagement
• Service Planning
• Documentation
• Workflow Management

COURSE OUTLINE

Foundations of Case Management

• Understand the purpose and role of case management within Ontario Works
• Differentiate between required practices and areas requiring professional judgment
• Strengthen consistency and decision-making

Client Engagement

• Apply structured engagement techniques using OARS
• Use trauma-informed and strengths-based approaches
• Explore barriers while maintaining a client-centered focus

Service Planning

• Develop realistic and achievable participation/action plans
• Align plans with client strengths, barriers, and readiness
• Create meaningful and directive-aligned next steps

Documentation

• Apply a structured approach to case note writing
• Improve clarity, consistency, and defensibility
• Document rationale and next steps effectively

Workflow Management

• Understand the layered nature of case management work
• Balance eligibility, participation, documentation, and responsive demands
• Apply practical strategies to improve workflow and reduce reactive practice

Integration and Application

• Connect engagement, planning, documentation, and workflow into a cohesive practice model
• Apply learning through case studies and simulation exercises
• Identify practical actions for immediate implementation

METHODS TO BE USED

This interactive, instructor-led workshop uses an adult-learning approach that combines practical knowledge with hands-on application. Participants will engage in facilitated discussions, individual reflection, small group activities, case studies, role-playing exercises, simulations, peer feedback, and practical planning and documentation exercises. Throughout the workshop, participants will develop valuable skills and gain access to practical tools, templates, and strategies they can immediately apply to their day-to-day case management responsibilities.