2.1 Application process

October 2024

Legislative authority

Sections 2–9, 14–16 (1), 24, 25, 41, 44 and 46 of the Act
Sections 1, 3–5, 14 (1), 16–22, 24, 26–28 and 67 of Regulation 134/98

Audit requirements

Applications are on file with all required forms completed, signed, (either in hard copy or electronically), and if required, witnessed and/or commissioned.

All information and documentation required to support an eligibility decision has been provided and verified. In respect of reapplications or geographic transfers, delivery agents have a 90-day timeframe to acquire outstanding documentation (see Directive 2.2: Reapplications and reinstatements).

Third party verification of eligibility related information (e.g., income and assets) is completed and documented.

Application of policy

Anyone who wishes to apply for Ontario Works under the Act is to be given the opportunity to make an application and have their application reviewed.

Applicant: person who applies for assistance or a person on whose behalf an application is made.

Application: An application is made for a benefit unit which includes the applicant, their spouse and any dependents, and includes all required information relating to the benefit unit.

Location: An application for assistance is made in the geographic area where the applicant ordinarily resides.

• A transient or homeless person is considered to reside in the geographic area where they apply for assistance

Completing an application

When the application is submitted the Administrator reviews the information provided and makes a decision regarding the applicant’s eligibility for assistance.

Information provided in the application is subject to third-party and documentation verification processes which may be completed prior to or after an eligibility decision is made.

The applicant will receive the decision in a format and manner approved by the Director (Directive 10.1: Notice and internal review process).

A new Application for Assistance may not be required in the following cases (see (Directive 10.1: Notice and internal review process):

• if the applicant moves offices within Ontario Works
• if the applicant is seeking reinstatement to Ontario Works in the month following termination
• if the applicant reapplies within one year of a previous application

Application process

Applicants can apply by telephone, online or in person at a local office. Information from applicants is submitted through the Social Assistance Digital Application (SADA).

• SADA applications are only required for the geographic areas designated as delivery partners.
  • First Nations, municipal and DSSAB delivery agents should continue to follow their existing practices.
• In the event an application cannot be completed using SADA, for example due to a technical issue, the appropriate application forms must be completed (when applicable).
• Applications for Emergency Assistance, Temporary Care Assistance and Under-18 may be entered through SAMS.

Telephone application

Where the application process was initiated by telephone, the application may proceed to an online submission or to an in-person appointment, depending on the circumstances.

Applicants are provided with information regarding the application process, including eligibility criteria and the documents and information required to complete the application.

Applicants must be informed that a decision will not be made until the completed application is submitted either online or in-person.

Online application

Where an application is submitted online using the Social Assistance Digital Application (SADA), the date recorded as the initial point of contact is the date the completed digital application is submitted through SADA to SAMS.

In-person application

When the applicant initiates an application at the local office, the initial point of contact is the date the applicant has completed the application after making contact with the local office.

• Applications should be completed and submitted through SADA, caseworkers can help a client complete the digital application.
• SADA applications are only required for the geographic areas designated as delivery partners.
  • First Nations, municipal and DSSAB delivery agents should continue to follow their existing practices.

Situations where applicants may apply at the local office may include:

• Crisis or Emergency Assistance:
  • Immediate assistance is available for applicants facing crisis or emergency situations. (Directive 2.3: Emergency assistance)
• Reinstatement and Re-Application:
  • Applicants can request reinstatement within one month of their benefit unit termination or re-apply within one year of a previous application. (Directive 2.2: Re-applications and reinstatements)
• ODSP Referrals:
  • If an applicant qualifies for rapid reinstatement under the Ontario Disability Support Program (ODSP) or wishes to apply for ODSP without immediate financial need, they should be referred to the nearest ODSP office.
  • Clients can also submit an application online.
• Moving to Another Geographic Area:
  • Active Ontario Works participants moving to a different delivery agent’s geographic area
• Communication Challenges:
  • Applicants with difficult-to-understand responses or language barriers
• Under 18:
  • Applicants aged 16 or 17 who don’t live with their parent(s) (Directive 3.5: Applicants and participants under 18)

Voluntary withdrawal by applicant

Applicants have the right to withdraw their application at any time. If they withdraw before eligibility determination:

• The applicant cannot request an internal review and has no rights to appeal as no eligibility decision has been made
• The information the applicant has provided will be kept on file and will be available for a new application within one year should the applicant wish to start the application process again. The withdrawal is documented, and the application is closed
• The applicant receives a “Voluntary Withdrawal Letter”

Unable to contact the applicant

If an applicant does not respond to contact requests from the ministry for information required to make an initial eligibility determination, the ministry will issue a “No Response Letter” to the applicant informing them that the ministry cannot make an eligibility decision because the application is incomplete.

Third-party verification

The application process includes third party checks, which are completed to verify eligibility-related information provided by an applicant or another adult member of the benefit unit.

Consent:

Acceptable forms of authorization for consents are as follows:

• Signed electronically (eSignature)
• Signed with ink (wet signature) and submitted in person or via mail

This allows third-party verification of eligibility-related information.

If consent is not provided by the applicant, their spouse, and dependent adults, verification is deferred until the Consent to Disclose and Verify Personal Information form is signed.

Third-party checks:

The following third-party checks are mandatory to verify the financial information provided by the applicant or any other adult member of the benefit unit:

• Canada Revenue Agency (CRA): Verifies income and other eligibility-related details
• Equifax Canada: Verifies personal and financial information

Additional requests:

• Other third-party checks may be made as needed to verify eligibility-related information for the applicant or any other benefit unit member, including:
  • Employment Insurance: where there has been recent history of employment and potential eligibility for Employment Insurance benefits
  • Ministry of Transportation: where there has been a history of vehicle ownership or changes in address
  • Family Responsibility Office: where there is spousal support payment information

Note: First Nations delivery sites who are not using SAMS should continue with their current practices.

Completing an application

A written determination of eligibility, as well as the issuance of assistance to an eligible applicant, should be completed within four working days from the point of initial contact, where an applicant has provided all of the required information for staff to make an eligibility decision.

When completing an application, the needs and circumstances of the applicant should be considered.

• The applicant should be advised that a relative, friend, or person from a community group or legal clinic may support them throughout the application process.
• Applicants who require the services of a translator, cultural interpreter or sign language interpreter should be given sufficient time to arrange for these services.

An applicant may request that an appointment take place within their home, or at another location in the community, rather than at the local Ontario Works office, due to special circumstances.

• The Administrator may approve this request where appropriate, with priority given to the health and safety of the applicant and staff (see Directive 2.8: Home visits for more information).

There may be circumstances where an application cannot be completed within four working days. Administrators have the flexibility to complete an application for an applicant who may be eligible for assistance within the next ten working days, such circumstances may include:

• leaving a hospital or institution such as a long-term care facility
• being released from a correctional facility
• moving out of the parental home
• leaving a residential treatment program
• leaving a situation of domestic violence
• reaching the end of a period of ineligibility

Intake appointment

An intake appointment may be necessary to complete the application process. During the intake appointment, the applicant is expected to provide required information, and complete and sign the application and all accompanying forms.

Staff will verify and record the information provided by the applicant and will advise the applicant of their rights and responsibilities.

If an applicant previously received assistance, staff should review the file in advance of the appointment to identify any existing overpayments, non-compliance issues, and any previous participation agreement or action plan.

Forms required for an application

An application is not complete until the applicant, their spouse, and any dependent adults (if applicable) have completed all accompanying forms

• If submitted through the Social Assistance Digital Application (SADA), the following forms are required:
• Combined E form ON00162E which includes:
  • Declaration
  • Consent to Disclose and Verify Information (Canada Revenue Agency)
  • Consent to Disclose and Verify Personal Information
  • The electronic agreement for SADA participation replaces the Participation Agreement form at initial intake

If an application is not submitted through SADA, the following forms are required:

• Form 0983 – Application for Assistance
• Form 2845 – Participation Agreement
• Form 0985 – Consent to Disclose and Verify Personal Information - General
• Form 2999 – C Consent to Disclose and Verify Information - Canada Revenue Agency (CRA)

The Rights and Responsibilities form is completed after the eligibility decision has been made and must be completed during the initial case management meeting.

All other relevant forms must also be completed during the initial case management meeting after the eligibility decision is made (e.g., Form 2764 – Questionnaire for Applicants and Recipients living with another adult)

Information regarding participation requirements, compliance, the Employment Information Session (EIS) and the Literacy Screening Questionnaire will be completed during the initial case management meeting.

Completing an application on behalf of Applicant or Spouse: A responsible person (e.g., trustee) may complete/sign forms if the applicant or spouse is unable to do so due to disability. The applicant still needs to meet with staff in person.

Verification of information provided on the application

Staff must verify and record the information provided by the applicant in SAMS, or for sites not using SAMS, staff must fill out the Verification Checklist during the application process.

While discretion may be applied on how verification is completed, staff must ensure all information required to determine eligibility for income assistance has been appropriately verified.

The chart below outlines:

• the information that must be verified (as applicable) during the application process or after grant
• examples of types of acceptable documentation
• the recording requirements

These are minimum standards at application and staff may require additional documentation depending on the circumstances of the case.

Recording Requirements: All verifications must be recorded on the applicant’s file

Incomplete information

Where the information necessary for making an eligibility determination is incomplete, the applicant is allowed up to ten working days to obtain and submit the outstanding information. It is important that the applicant understands their responsibility to provide the information within the allotted timeframe, and that failing to provide the required information without reason may result in a decision of ineligibility.

The accessibility of the information, the amount of control the applicant has over the information, and the time needed to obtain the information are factors that should be considered in setting the time frame. In some cases, the Administrator may allow an applicant with extenuating circumstances more than ten working days. It is important that the applicant understands their responsibility to provide the information within the allotted timeframe, and that failing to provide the required information without reason may result in a decision of ineligibility.

Where an applicant is unable to cover the cost of documentation that is required to verify information requirements, lower-cost options should be considered (e.g., other community agencies). Alternatively, the Administrator may reimburse the applicant for the cost or pay the cost directly to the document provider.

Emergency assistance may be provided by the local office in situations where information is outstanding and a decision regarding eligibility has not been made. An emergency assistance application must be completed (see Directive 2.3: Emergency assistance for more information).

For a variety of reasons, some Indigenous people may not have access to birth certificates or other forms of identification listed in the above chart. In these cases, there may be other documentation that is acceptable to verify an applicant’s identity based on individual circumstances.

Survivors and victims of human trafficking and individuals experiencing/at risk of experiencing violence

Survivors and victims of human trafficking (HT) or violence may face challenges verifying their identity due to lost, withheld, or destroyed documents. Caseworkers should prioritize timely eligibility determination and assistance issuance.

The requirement to verify an applicant’s identity through documentation may be fulfilled after eligibility has been determined, within a reasonable timeframe set by the Ontario Works office, based on individual circumstances.

Rights and responsibilities

During the application process, the applicant is advised of their rights and responsibilities under Ontario Works.

Responsibilities:

• Participate in employment assistance activities and comply with eligibility conditions related to employment assistance
• Makes reasonable efforts to seek, accept, and maintain employment that increases income
• Pursues financial resources they or their spouse/dependents may be entitled to
• Reports changes in circumstances, participation in employment activities, asset disposition, and expected income
• Responds promptly to requests for eligibility-related information

Rights:

• Applicants have the right to appeal decisions regarding initial or ongoing eligibility
• Staff explain the appeal process, including timelines for requesting an internal review and conditions for filing an appeal with the Social Benefits Tribunal (SBT) (see Directive 10.1: Notice and internal review process and Directive 10.2: Appeal process for more information).

Referrals to resources and services

During the application process, staff may refer applicants to community resources or services.

Referrals to Community Resources:

• Applicants may be referred to emergency hostels or food banks

Disability Referral:

• If the applicant has a disability, they may be referred to the Ontario Disability Support Program (ODSP)

Immediate Financial Need:

• Applicants in immediate financial need may be eligible for Ontario Works assistance while awaiting an ODSP decision

Employment Information Session (EIS)

As part of the application process, an Administrator may require an applicant, spouse or dependent adult to attend an EIS. Alternatively, attendance at an EIS may be the initial employment assistance activity on the participation agreement or action plan (see Directive 2.6: Employment Information Session for more information).

Literacy screening questionnaire

As part of the application process, an Administrator may also require an applicant and other adult members of the benefit unit with less than a grade 12 level education (or its equivalent) to take the approved Literacy Screening Questionnaire, with the exception of:

• a person with a learning disorder
• an applicant who is only applying for temporary care assistance

Alternatively, the Literacy Screening Questionnaire may be completed as an initial employment assistance activity or as part of the EIS (See Directive 8.3: Literacy screening, assessment and training for more information.)

Notice of eligibility decision

A decision regarding eligibility shall be made and communicated in a format and manner approved by the Director (see Directive 10.1: Notice and internal review process for more information), with assistance issued to an eligible applicant, within four working days from initial contact where an applicant has provided all of the required information for staff to make an eligibility decision. Initial contact means the point at which the applicant makes first contact by completing an application, either electronically through SADA, or in-person with the Ontario Works office.

Effective date of eligibility

An eligibility decision is effective from the date determined by the Administrator and may be before, on, or after the date of the decision.

Payment of assistance

Assistance may be paid by:

• direct bank deposit (DBD)
• reloadable payment card (RPC) where available
• paper cheque (in exceptional circumstances)

For more information on these payment methods, see Directive 6.1 Calculating assistance.