Social assistance software problems prompt threats, extra security

The agency that administers welfare in Thunder Bay is hiring extra security after staff received threats while struggling with delays caused by a botched government software conversion, says the organization's chief administrative officer.

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The province's new Social Assistance Management System sent out millions of dollars in payments by mistake, but underpayments have also been reported, as well as long delays in processing new claims. The system itself cost more than $200 million to implement.

Thunder Bay District Social Services Administration Board chief administrative officer Bill Bradica said on Thursday that it's taking twice as long to process new applications for Ontario Works with the new system.

"So it's taking three hours and sometimes more than that... and applicants are getting, obviously and understandably, upset about that," Bradica said, calling the situation "untenable."

"Unfortunately, there have been threats directed towards staff," he added. "We're at the point where we are going to put on extra security just to ensure our staff is safe."

Bradica praised front-line workers for doing everything they can to cope with the computer problems, "but there's only so far we can go when the system we need to serve our clients just isn't working the way it should."

He also expressed empathy for clients.

"A single individual, the maximum they would receive is $620 a month, so to begin with, it's not a lot of money and then to have to wait an extra amount of time to receive that amount is obviously not appropriate, and they are venting."

Backlog could last months

Bradica said more than 50 Ontario Works service managers and social services board representatives met in Toronto on Wednesday. They pressed government officials for a quick fix to the software, and consideration of the long-term consequences.

He said representatives of the Ministry of Community and Social Services were asked to provide additional funding for the administrative costs, including overtime, associated with the delays caused by the new software.  The province splits the costs of Ontario Works programs with municipalities.

There will also be a need to relax some reporting requirements even after the software is fully operational, Bradica said.

"Because of the issues we've encountered to date, we're behind already, so we're going to be dealing with that for many months to come just getting caught up," he said. "Turnaround times from the verification interview to when the cheque is first issued, we're just not going to be able to do that within the normal thresholds."

The backlog could last for months, Bradica said because "we won't know the full impact until we get to a steady-state point."

The ministry promised 17 fixes to the software overnight on Wednesday and an upgrade over the weekend, but Bradica said it won't be clear until next weekend whether the changes have made a difference.