Strengthening public information for a subsidy program
What happened
Amelia, a parent of two children, received approval for a childcare subsidy from the City’s Children’s Services division. Despite being approved for the subsidy, she struggled to find suitable childcare for both children in her area because of a lack of subsidized spaces.
She was also concerned that Children’s Services didn’t notify her when one of her children became ineligible for the Canada-Wide Early Learning and Child Care (CWELCC) program. Although CWELCC is a federal program, Children’s Services knew that a change in eligibility affected Amelia’s subsidy.
What we did
We sought information from Children’s Services and reviewed relevant legislation, policies and communications. We found that staff took reasonable steps to assist Amelia but the lack of suitable providers enrolled in the CWELCC program in her neighbourhood was largely due to systemic issues beyond Children’s Services’ control.
While Children’s Services acted fairly, we identified that the public-facing information about the subsidy program could be clearer. We advised that the division update its website to better explain:
- the fact that subsidized spaces may not be available in every neighbourhood
- limits on where subsidies can be used
- timelines for securing placements
- next steps when care isn’t found in time
We also suggested that Children’s Services notify clients when it becomes aware of eligibility changes that may affect the rates a client pays, including but not limited to, changes to CWELCC eligibility.
The result
City staff accepted our suggestions for addressing similar situations. Children’s Services updated its website to improve clarity, including on issues outside of the City’s control or where City initiatives intersect with provincial or federal programs.
Why this matters
Fair service depends on clear and accurate information. When City programs intersect with provincial and federal requirements, people can face challenges understanding how changes may affect them. Transparent communication helps the public understand their options and sets realistic expectations so they can make informed decisions about services that significantly impact their daily lives.