The Department of Human Resources, Labour and Employment (HRLE) has been redesigning its programs and services to provide more timely and responsive services for individuals and families. Thise new service delivery model has been a priority for government. Addressing the ongoing employment needs of working clients was one element of the new service delivery model. The Working Income Supplementation Unit has broken new ground to provide a consistent, efficient and supportive service to working clients.

In 2005, a concept paper was developed to promote the establishment of a specialized unit of trained professionals to provide the necessary supports for income support clients going to work. The HRLE office in Marystown was selected as a pilot site to introduce such changes. The manager and employees were tasked with developing the recommended protocols, standards and business processes necessary to streamline supports and services to this client population.

This pilot project was driven, developed, and implemented by frontline staff. While the project has been supported by policy specialists and program managers, it is the Working Income Supplementation Unit which has led the change process and refined it when necessary with the end user, the working client. Clients have always been the team’s first consideration throughout the decision-making process.

This team has successfully challenged traditional policies and has been creative in their approach to addressing issues. Client surveys consistently identify a very high satisfaction rating, and that is indeed the greatest testimonial to the quality of the service being provided. Many clients normally dependent upon income support are now working in various occupations. Statistics also show that more of them are working for longer periods of time and are feeling well supported. Additionally, there have been many positive comments received from clients who have accessed this service.

This team has surpassed all expectations for the project’s outcome, and has realized many accomplishments through their own initiative and determination. They have developed expertise in addressing the employment needs of working clients in a consistent manner. This dedicated team ensures that working clients get the supportive services they need and the team takes great pride in providing exceptional service.
 

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