B.C. Ombudsperson Jay Chalke (B.C. government)

B.C. income assistance clients left on hold

Ombudsperson says some improvements being made

Disability and income assistance clients are getting better phone service than a year ago, but too many are still being left without answers to their problems, B.C. Ombudsperson Jay Chalke says.

Chalke issued a report Tuesday listing some of the many complaints from people who either were kept on hold for an hour or more, or asked for a call-back and didn’t receive one. The complaints range from application s for assistance to lost payments to emergencies such as a woman who was living with her two children in a camper whose heater had broken down.

“The [social development] ministry’s telephone-based service has been chronically slow for a number of years,” Chalke said. “Income and disability assistance applicants and recipients include some of the most vulnerable people in the province.”

Chalke began investigating the problem in 2017, based on a series of contacts to his office from people frustrated with the lack of service. He said the ministry has agreed to changes, including posting its average wait times for phone and in-person service in ministry offices later this year.

Recommendations also include hiring additional employment and assistance workers to ensure 220 full-time staff are dedicated to answering calls to the centralized provincial phone line.

Chalke also recommends the ministry end its “call sweeping” strategy, which postpones action on requests that are expected to take more than five minutes to resolve.

Just Posted

Jordyn Huitema and Canadian nationals second at 2018 CONCACAF Women’s Championship

The Chilliwack teenager was among the tournament’s scoring leaders with four goals.

Chilliwack vacant homeowners could be hit with speculation tax

Municipality included although Cultus Lake and Chilliwack River Valley excluded

Chilliwack soccer stars help Coastal FC win national title

The team beat Ontario’s Burlington Bayhawks in the U-17 Cup final.

Drugs and cash seized by Chilliwack RCMP

One man was arrested and drugs were seized in the early hours of Oct. 12, police said

Heavy turnout at advance poll in Chilliwack

Some voters waited as long as two hours

B.C. NDP retreats again on empty-home tax for urban areas

Rate reduced for all Canadians, dissident mayors to get annual meeting

VIDEO: Man killed in shooting at Abbotsford bank

Police believe incident on Thursday night to be targeted

Jets score 3 late goals to beat Canucks 4-1

Winnipeg ends three-game Vancouver win streak

Two B.C. cannabis dispensaries raided on legalization day

Port Alberni dispensaries ticketed for “unlawful sale” of cannabis

Canada not sending anyone to Saudi business summit

Sources insist Ottawa never intended to dispatch a delegation this time around

Earthquake early-warning sensors installed off coast of B.C.

The first-of-its kind warning sensors are developed by Ocean Networks Canada

VPD ordered to co-operate with B.C. police watchdog probe

According to the IIO, a court is ordering Vancouver police to co-operate with an investigation into a fatal shooting

B.C. woman looks to reduce stigma surrounding weed-smoking moms

Shannon Chiarenza, a Vancouver mom of two, started weedmama.ca to act as a guide for newcomers to legal cannabis, specifically mothers

B.C. teen gives away tickets to Ellen Degeneres show, plans O Canada welcome

The Grade 9 student wanted to give away tickets in the spirit of inclusivity

Most Read