Goals, Objectives, Strategies and Results

Ministry Goals

The ministry’s goals described in this section are multi-year commitments that are consistent with the ministry’s mandate and vision, and are reflective of our responsibility for the delivery of income assistance, disability assistance and employment programs for British Columbians in need. Establishment of this strategic direction allows the ministry to set clear priorities, ensuring that effort at every level of the organization is aligned and focused on common results.

Ministry planning is a continuous activity involving all areas of the ministry. Members of the ministry’s executive and management teams meet regularly throughout the year to systematically evaluate the ministry’s direction against client and stakeholder feedback, organizational performance and emerging strategic issues as part of ongoing risk management processes. When appropriate, the ministry adjusts its activities accordingly to reflect necessary changes.

Linkage to the Five Great Goals

The Ministry of Employment and Income Assistance plays a critical role in the achievement of four of government’s Five Great Goals. Our programs and services directly contribute to government’s commitment to build the best system of support in Canada for persons with disabilities, those with special needs, children at risk and seniors. We also play an indirect role supporting other great goals including: making British Columbia the best educated, most literate jurisdiction on the continent; leading the way in North America in healthy living and physical fitness; and creation of more jobs per capita than anywhere else in Canada.

Cross Ministry Initiatives

The Ministry of Employment and Income Assistance recognizes that to effect real change in the lives of our clients we need to work closely with partner ministries, organizations and other levels of government. Shared responsibility requires shared solutions. Accordingly, over the next three years the ministry will continue to partner on the following cross-government initiatives:

Performance Plan

This section presents the ministry’s goals, objectives, strategies and key performance measures detailing our strategic direction, organizational performance and intended outcomes. Additional information on each performance measure is available in a web-based supplement to this Service Plan at:

http://www.eia.gov.bc.ca/sp/

The ministry continues to make every effort to ensure that British Columbians in need have access to quality service and are treated with dignity and respect. Ministry clients can expect to receive consistent, fair and responsive service across the province and regardless of the delivery channel used (e.g., local office, telephone, and growing use of Internet).

The ministry provides a wide range of services to our clients, including income and shelter supports, as well as employment programs for clients who are able to work. Clients with barriers to employment or persons with disabilities also have access to extended services, including supplementary assistance and special employment programs. The ministry engages in ongoing evaluations to maximize the effectiveness of our programs and services and respond to the unique and changing nature of our clients’ needs.

The ministry operates local offices in communities across the province, where people in need can access information about services available through this ministry, other government agencies, and community organizations.

Advances in technology, including wider availability of the Internet, provide new opportunities to deliver information about the ministry’s services online. In addition to accessing information in-person or online, people may also contact the ministry-operated call centre toll-free to ask questions or apply for assistance by telephone. By using one or a combination of these channels, enquirers and clients can access information, programs, and services in ways that suit their needs.

It is critical that the services the ministry provides be responsive to the unique needs of its clients. To ensure that client needs are being met, the ministry conducts regular reviews of its income assistance rates, regulations, policies and processes. Ongoing reviews of income assistance rates and policies across Canada allow the ministry to monitor how British Columbia compares to other jurisdictions providing services to people in financial need.

Strategies:

• Implement Multi-Channel Service Delivery project, which improves consistency and choice in how and when customers access ministry’s service and information.
• Launch public online resource providing access to streamlined policy and program information.
• Conduct annual income assistance rates review in the context of changing client needs.

1	Result for April 2005 to December 2005.

Description of measure: Assisting clients to find employment is a critical aspect of the ministry’s mission. Temporary assistance is provided to people who have employment-related obligations, and to those who are temporarily excused from seeking work (i.e., parents of a young child, clients with a temporary illness or injury requiring medical treatment). Measure 1.1 tracks the percentage of BC’s working age population receiving temporary assistance. This measure is an indicator of the economic health of the province as well as the appropriate incentives that foster independence and improve outcomes for clients and their families. A lower percentage indicates that fewer people are in need of assistance and more are contributing to a strong and vibrant provincial economy.

Monitoring this measure at the community level enables the ministry to anticipate changes in demand for its services in communities across the province and develop programs that respond to client needs. The ministry expects this number will continue to decline as fewer British Columbians require income assistance due to a stronger economy and more jobs.

The ministry continues to support greater independence for persons with disabilities, founded upon financial security, enhanced well-being and full participation as members of the community. We recognize that persons with disabilities face unique challenges in daily living and may require supports for voluntary employment or continuous assistance.

In order to meet the unique challenges of clients designated as Persons with Disabilities (PWD), this client group receives the highest rate of assistance and the widest array of benefits available in British Columbia. The ministry is committed to maintaining both the recent $70 per month increase for disability assistance and growth of the allowable earnings exemption. As a result of these increases, PWD clients may receive a monthly income (made up of a combination of income assistance and earnings) of more than $1,350.

Additional supports available to clients receiving disability assistance include low-cost bus passes and enhanced medical coverage — such as Medical Services Plan coverage, Pharmacare, extended dental and optical insurance and medical supplies.

The ministry also offers a range of specialized employment services and pre-employment supports that allow persons with disabilities to pursue volunteer and employment opportunities, as they are able. These include job training and placement, technical equipment, adaptive accommodations and follow-up workplace support. PWD clients who want to work may also receive assistance developing an Employment Plan that outlines the supports they require to be successful in a volunteer or job placement. Disability assistance rates are not affected by a client’s ability to work or their participation in an employment training program or placement.

Strategies:

• Supporting employment, volunteerism and community engagement among Persons with Disabilities through employment and increased funding for the Community Volunteers Supplement.
• Enhance service delivery options such as Internet to better accommodate the needs of Persons with Disabilities.

1	Result for April 2005 to December 2005.

Description of measure: Measure 1.2 tracks the percentage of the total caseload receiving disability assistance. As the number of clients receiving temporary assistance declines (i.e., demonstrating success in finding employment) the proportion of the total caseload receiving disability assistance increases. The ministry monitors this measure to anticipate future trends in the ministry’s caseload and emerging trends in needs of clients with disabilities. Projected increases in the PWD caseload is reflective of an aging population and increased life expectancy due to improved medical treatments.

The ministry continues to implement strategies to build a customer-focused culture and service delivery. Foundational to this model are clear values and meaningful service standards developed through collaboration with ministry staff and community partners. Over the next year, the ministry will develop a Service Code which will define Service Standards upon which our performance will be evaluated. These Service Standards will ensure clients and stakeholders throughout the province consistently receive quality service in interactions with the ministry. The ministry intends to introduce the Service Code and Service Standards in 2006/07.

Strategies:

• Clarify organizational values.
• Develop a Service Code and Service Standards which specify the kind of service clients can expect from the ministry.

Description of measure: This measure is currently under development.

Clients have the right to request a reconsideration of ministry decisions. This is an internal ministry process — ‘a second look’ — that is separate from the external appeal process. Clients can apply to Reconsideration Adjudicators to review the ministry’s decision. If unsatisfied with this decision, a client may appeal further to the Employment and Assistance Tribunal office. As part of its commitment to fairness and administrative justice, the ministry ensures that all clients are aware of their rights and appeal options. The reconsideration and appeal process is designed to be accessible to all clients, including clients with limited resources or special needs as well as those residing in rural or remote locations.

Description of measure: A higher percentage for this measure indicates the ministry is doing a better job of meeting regulatory requirements and providing timely and efficient service to clients. Adjudication of health decisions represents a large proportion of the reconsideration requests that the ministry undertakes annually. Significant increases in the number of complex health reconsiderations have impacted the ministry results for 2005/06. The ministry will continue to refine its processes and work with medical service providers to improve the efficiency and timeliness of reconsiderations.

The ministry envisions a province in which those British Columbians in need are assisted to achieve their social and economic potential. Services for persons with disabilities provided by the ministry directly support government’s goal of building “the best system of supports in Canada for persons with disabilities and those with special needs”.

Providing opportunities for persons with disabilities benefits both individuals and their communities. That is why the ministry is taking a leadership role in developing cross ministry strategies that support goal three of the government’s Five Great Goals.

Those British Columbians on income assistance who have a disability can apply for the persons with disabilities designation. This designation is given under the Employment and Assistance for Persons with Disabilities Act. The Act recognizes that persons with disabilities may require additional supports, including a higher assistance rate, supplementary assistance and specialized supports to employment.

Description of measure: This measure evaluates the ministry’s performance in the review and adjudication of applications for designation as a person with a disability. Determining eligibility for designation as a person with a disability is a complex and often time-intensive process, requiring the review of detailed medical evidence and a close examination of all case materials. The Persons with Disabilities Designation Application includes detailed information from the applicant’s physician and other health professionals on diagnosis, health history, the degree of impairment and its impact on the applicant’s daily living activities. The length of the adjudication process reflects the commitment to reaching fair and consistent decisions that comply with legislative requirements and the principles of administrative fairness. A triage process allows the ministry to identify cases that involve urgent medical situations or children with disabilities, requiring expedited adjudication.

A shorter timeframe for this measure indicates that clients are receiving more timely and efficient service. Future year targets anticipate continual improvements in performance and these time-frames may be accelerated.

Many persons with disabilities want and are able to contribute to their community through volunteer work or paid employment. A successful strategy for improving independence for persons with disabilities must consider the full spectrum of programs, services and supports required to address the needs of persons with disabilities. It should recognize that individuals experience disabilities in different degrees and at different stages of their lives, and that their needs will vary over time.

Part-time work and volunteering are valuable activities for many clients who are receiving disability assistance and are not able to fully support themselves through full-time employment. Part-time work may be a stepping-stone to full-time employment and volunteer work may lead to employment, as it often provides valuable skills and experience. Volunteering is an opportunity for clients to contribute to their communities, reduce social isolation through enhanced relationships with others and lead enriched lives. Volunteering may also help PWD clients increase economic security as they are eligible to receive a monthly volunteer supplement.

To meet the needs of persons with disabilities who wish to work or volunteer, the ministry provides a range of employment services and pre-employment supports such as job training and placement, technical equipment, adaptive accommodations and follow-up workplace support. One of the biggest barriers that persons with disabilities face is social isolation. Volunteering and employment helps break down those barriers and enriches clients’ lives and enhances community participation.

To further support PWD clients to achieve greater financial independence while increasing involvement in their communities, the ministry has increased earning exemptions for clients receiving disability assistance. Earning exemptions combined with disability assistance provides the opportunity for clients to receive a monthly income of approximately $1,350 per month.

Strategy:

• Deliver an effective and integrated Employment Program for Persons with Disabilities.

1	Result based on April 2005 to December 2005 data.

Description of measure: This measure tracks the number of clients receiving disability assistance who have recorded earned income and volunteer supplements. An increase in this measure indicates improved community participation, independence and employability among persons with disabilities.

Research shows that persons with disabilities have the same high levels of education as other employees. There are about 300,000 working-age British Columbians with disabilities of which 34,000 have college diplomas, 30,000 have trade certificates and 28,000 have university degrees.

An important initiative the ministry is undertaking to support greater employment opportunities for persons with disabilities is our continued support for WorkAble Solutions. Under the auspices of the Minister’s Council on Employment for Persons with Disabilities, WorkAble Solutions is a cooperative effort between the B.C. Human Resources Management Association and the ministry, which brings together employers and people with disabilities. This innovative partnership has successfully taken its message regarding the benefits of an inclusive workplace directly to the province’s largest employers. Building upon these relationships, WorkAble Solutions has provided research on disability and employment issues and developed resources such as an employers’ handbook and an interactive job website.

Another opportunity to assist persons with disabilities is the 2010 Olympic and Paralympic Winter Games, which represent a unique chance for all British Columbians to experience world class sporting and cultural events. We will ensure that participation in this special event, including benefit from emerging direct and indirect employment opportunities, is available to all British Columbians, including persons with disabilities. The ministry is working with the Minister’s Council on Employment for Persons with Disabilities, as well as employment programming service providers in communities across the province, to fully engage persons with disabilities in this unique opportunity.

Strategies:

• Improving linkages among persons with disabilities and the business community, businesses and community-based job placement agencies, and major disability income and service providers.
• Reviewing and refining the WorkAble Solutions website - an online resource for persons with disabilities, employers, and Human Resources professionals.
• Exploring ways to link clients receiving disability assistance with job and volunteer opportunities arising from the 2010 Olympic and Paralympic Winter Games.

Government as outlined in its Strategic Plan has made development of a comprehensive and integrated system of supports and service for persons with disabilities a key priority. As an important step in the development of the system, the ministry will be working with other ministries and organizations to ensure that persons with disabilities have access to information on all available services and supports through a single point of contact. Cross ministry strategies will be developed to reduce the number of outstanding requests for assistive aids and devices to increase satisfaction in accessing programs and services.

Strategy:

• Implementation of a toll-free line providing coordinated and citizen-centred information on the disability supports and services offered by five ministries.

The government is committed to excellence in providing a system of support for disadvantaged British Columbians, including persons with disabilities, those with special needs, children at risk and seniors. Transformation in the design and delivery of health, education and literacy, employment, shelter and assistance programs based on collaboration between ministries, other levels of government and community organizations is critical. These new partnerships offer the potential to enhance client satisfaction, maximize positive results from available resources and ultimately improve the outcomes of individuals and communities.

The ministry has an important role integrating the delivery of social, health, educational and employment services and remains committed to its success. One of our challenges will be to effectively identify and measure specific outcomes associated with this shift, due to the diversity of the initiatives to be undertaken and difficulties distinguishing the important contributions of partner organizations. Despite these issues, the ministry will continue to explore opportunities to develop outcome measures and will report on results as they become available. Specific initiatives and activities will also be monitored and reported in terms of their key deliverables in order to provide appropriate transparency and accountability for results.

ActNow BC is a comprehensive health promotion program designed to support individuals and communities protect and improve their wellness. The ministry plays an important role in this initiative through improved supports to families with children at risk, including programs such as the Healthy Kids program. The Healthy Kids program recognizes basic dental care and vision as important determinants of overall health, and provides basic dental and optical care to low and moderate income families not already covered by insurance plans. Extending coverage to these families ensures that low-income working families have access to dental and optical coverage they otherwise could not afford.

The ministry also provides clients with supports that promote good nutrition and a physically active lifestyle, including natal nutritional supplements and camp fees for all clients, including children of income assistance clients and clients with disabilities.

Strategies:

• Improving physical fitness and wellness among clients and children in low income families through the provision of camp fees, natal nutritional supplements and Healthy Kids optical and dental coverage.
• Increasing awareness and accessibility of health-promotion programs to encourage financial independence for low and moderate income families who are not receiving income assistance, as well as eligible clients.

Providing children with the opportunities to succeed requires the involvement of families, communities and all levels of government. In addition to providing higher income and disability assistance rates to clients with children, the ministry also supports non-parent caregivers through the Children in the Home of a Relative program. During the early years of the child, the parent of a child under three is exempt from the requirement to seek employment as a condition of eligibility. Specialized supplementary assistance is also available to assist with the health, dental and educational needs of children.

Strategies:

• Continuing to provide higher rates of support to clients with children.
• Enhancing resources available to clients with children at the start of a school year.

In 2005, responsibility for the Emergency Shelter Program was transferred from the Ministry of Employment and Income Assistance to the Ministry of Forests and Range and the Minister Responsible for Housing. By remaining actively involved with the Premier’s Task Force on Homelessness, Mental Illness and Addictions, the ministry continues to support government’s efforts to address these issues. The ministry plays a key role in helping people break the cycle of homelessness by supporting those who are homeless or at risk of homelessness to move beyond temporary shelter to more secure housing, and gain greater self-reliance through employment.

In addition to regional initiatives addressing homelessness, mental illness and addictions, the ministry has also targeted resources to the challenges faced by the province’s largest metropolitan centre. The ministry, local governments, other provincial public sector partners and the government of Canada are working collaboratively to promote Vancouver’s urban development under the Vancouver Agreement. Ongoing advice, assistance and funding is provided by the ministry to the Vancouver Agreement which brings government partners, community organizations and businesses together in a coordinated strategy that promotes and supports sustainable economic, social and community development, particularly in the Downtown Eastside.

Strategies:

• Supporting the development and implementation of recommendations from the Premier’s Task Force on Homelessness, Mental Health and Addictions.
• Expanding Outreach programs in communities, such as the Vancouver Downtown Eastside, to connect eligible clients with the services available to meet their needs.
• Partnering with the ministries of Health, Public Safety and Solicitor General, Attorney General, and Children and Family Development to develop an Inter-ministry Strategy for Mentally Disordered Offenders.
• Continuing to support the Vancouver Agreement.

The government is committed to fostering new working partnerships with Aboriginal people. In collaboration with Aboriginal leadership and organizations, resources will be used to identify social, educational and economic opportunities for Aboriginal people. These opportunities may include increased participation in Aboriginal education and literacy programs, and expanded access to new and existing employment opportunities.

Strategies:

• Supporting the Ministry of Advanced Education in the development of a joint Skills Training and Post-Secondary Education Strategy made for British Columbia.
• Utilizing information from the voluntary Aboriginal Self-identifier project to better serve our Aboriginal clients through improved program planning, research and service delivery.

Our clients are diverse and frequently require the services and supports provided by other ministries such as Health, Children and Family Development, and Education. Better meeting these needs through responsive and individualized services is dependent upon government’s ability to share, manage and protect client information. Ultimately, new inter-ministry data sharing processes, that respect the confidential nature of personal information and comply with information and privacy legislation, are critical for developing effective integrated programs and ensuring that clients receive better service from government.

Strategies:

• Exploring opportunities to integrate systems and share essential client information with partner ministries to improve client service and outcomes.
• Ongoing monitoring of information and systems to ensure proper safeguards and appropriate usage of personal information as well as strict adherence to the Freedom of Information and Protection of Privacy Act.

Employment programming will remain a key priority for the ministry over the next three years. Employment programs are intended to assist clients to move along the Employment Continuum towards independence as shown below:

Previous employment programs, such as the Job Placement Program and the Training for Jobs Program, have been successful. However, the nature and size of the ministry’s caseload have changed significantly since these programs were introduced. The proportion and number of clients with employment obligations has declined significantly since June 2001 due to strong economic growth, improved employment opportunities and an increase in the number of Persons with Disabilities.

The ministry will be introducing new employment programming in 2006 in response to the changes in the client caseload. The new programming will also incorporate opportunities for improvement identified by the ministry through the following processes:

• An in-depth program evaluation for the Job Placement and Training for Jobs Programs;
• Internal administrative reviews;
• ‘Best practices’ research; and
• A thorough consultation process with service providers, front-line ministry staff and other stakeholders during August and September 2005.

The two key components of the new programming will be:

• The BC Employment Program - a single employment program to assist clients who are able to work to move into independence through sustainable employment; and
• A revised Community Assistance Program which will provide services to those clients who are more barriered in order to enhance their quality of life and support them to participate more fully in their communities.

Both programs will be designed to ensure that there is a high degree of flexibility available to contracted service providers so that they can tailor services to meet the needs of individual clients. Services and resources will also be managed in the most effective and accountable manner.

Description of Measure: This measure gauges the success of clients in achieving financial independence. As clients with employment obligations find jobs or alternatives to assistance and are successful in leaving income assistance, the proportion of the caseload with employment obligations will decline and the actual percentages will gradually decrease.

Clients who are able to work will be supported to achieve financial independence through a rapid transition to work through services under the BC Employment Program. Based on their individual needs and opportunities in the local labour market, clients will access a range of supports including life skills, short-term skills development, pre-employment preparation (e.g., resume writing, access to job banks), job placement assistance and follow-up supports once employed.

Strategy:

• Implement the BC Employment Program.

Some of our more barriered clients may never achieve and/or sustain financial independence through employment. These clients will be able to access a range of services that support them in enhancing their quality of life and participating more fully in their communities. While program development is currently underway, it is anticipated that these services will include health and wellness supports, interpersonal skills, personal management skills, and connections with existing community services.

Strategy:

• Implementation of a revised Community Assistance Program.

Ministry Performance Plan