Worked with TESS to meet client’s communication needs

What happened

Xiu, who receives Ontario Works (OW) and Ontario Disability Support Program (ODSP) benefits, contacted us for help coordinating her benefits. She reported that her caseworker refused to assist her and ignored her request for accessibility accommodations.

What we did

We provided Xiu with the appropriate escalation contact at Toronto Employment and Social Services (TESS). She requested an accommodation that TESS communicate with her by email. However, the division does not communicate via email due to privacy concerns. With Xiu’s consent, we contacted TESS management on her behalf. TESS reviewed her file and confirmed she was eligible to coordinate her benefits but had not completed her OW application. We then worked with TESS to figure out the best way to meet her needs while protecting the privacy of her information.

The result

A caseworker reached out to Xiu the next day by email, in line with Xiu’s accommodation request. Not only were Xiu’s issues resolved, but our office is also actively working with TESS and the City’s Corporate Information Management Services office to improve communication policies and processes at TESS.

Why this matters

We work with City divisions to identify and address barriers that make services less accessible. Our ongoing discussions with TESS aim to improve communication policies, ensuring residents can access the support they need in ways that work for them. By collaborating with City staff and using real cases to highlight systemic issues, we help drive meaningful changes that benefit the broader community.