Individual Case Administration

Effective: June 9, 2026

Case administration reflects how the ministry applies legislation, regulation, and policy when delivering assistance. Staff are guided by the following principles:

• Fair and consistent application of legislation and policy
  Decisions are based on legislation, regulation, and policy, and are applied consistently and impartially to ensure equitable treatment of clients.
• Clear communication of requirements and decisions
  Clients are informed of program requirements, eligibility decisions, and any changes to their assistance, including reasons for decisions and available reconsideration and appeal options.
• Respectful, accessible, and inclusive service
  Services and supports are delivered in a way that is respectful, inclusive, and accessible. Barriers to access are identified and reduced wherever possible. Staff respond to individual circumstances and provide accommodation, including communication supports, to ensure clients can access and benefit from ministry services.
• Client participation and responsibility
  Clients are expected to provide required information, meet program conditions, and participate in activities that support their movement toward independence where appropriate. Staff explain available program options and supports, along with expectations and the consequences of not participating, including the potential for sanctions. Where requirements are not met, sanctions or other consequences may be applied fairly and consistently based on available information and ongoing monitoring.
• Responsible stewardship and program integrity
  Assistance is provided to those who are eligible and in need. Staff take appropriate steps to verify information, monitor eligibility, and identify and address overpayments or misuse of assistance.

Effective: June 9, 2026

Staff are responsible for administering assistance for ministry clients. This includes:

• determining and verifying eligibility
• requesting and reviewing information needed to make decisions
• issuing assistance and supplements as allowed by legislation and policy
• explaining the terms and conditions of assistance
• informing clients of changes that may affect their eligibility or payment
• reviewing eligibility on an ongoing basis
• supporting access to related supports and services
• documenting decisions, client contact, and actions taken
• taking steps to detect, prevent, and address fraud or overpayments
• closing cases when assistance is no longer being issued or the client is no longer eligible

Staff must balance two responsibilities:

• making accurate eligibility decisions, and
• supporting clients to move toward independence where appropriate

Effective: June 9, 2026

Clients are responsible for providing the information needed to show they are eligible for assistance. Staff provide support when a client requires or requests assistance. This may include:

• helping clients understand what information is needed
• providing additional time where appropriate
• assisting in obtaining documents
• providing information or requests in writing
• helping a client understand ministry decisions and next steps
• referring clients to community supports, advocates, or other services

Staff consider each client’s individual situation and respond in a reasonable, respectful, and practical way. 

Examples of support may include:

• contacting organizations (with consent) to help obtain required documents from banks, employers, landlords, or insurance brokers
• providing contact information for agencies or services that can assist
• connecting clients with advocates or community supports, particularly where barriers exist (e.g. disability or language)
• allowing additional time to provide information where no legislated timeframe applies
• providing written explanations of requests, decisions, or decision authority
• sharing information using forms, letters, or other materials to support understanding

Effective: June 9, 2026

The Ministry has a legal duty to accommodate clients under the British Columbia Human Rights Code (The Code).

Ministry staff deliver services in a way that is inclusive, respectful, and free from discrimination.  Clients are not treated differently based on protected grounds such as disability, race, gender, age or other characteristics identified in The Code.

Staff identify and respond to barriers that may affect a client’s ability to access services. This includes using active listening and recognizing verbal and non-verbal cues that may indicate a need for additional support, including where mental health or other barriers may be present.

Where needed, reasonable accommodation is provided to support access to assistance and ensure fair service.  This may include adjusting how services are delivered, providing additional support, or offering alternative ways to communicate or meet requirements.

Accommodation is provided up to the point of undue hardship. The ministry must make every reasonable effort to meet a client’s needs unless there is a clear and justifiable reason why it cannot.

Each situation must be assessed individually, based on the client’s circumstances.  Staff and clients share responsibility in working toward reasonable solutions.

Staff take a proactive approach by exploring accommodation options when a potential need is identified, even if the client has not made a request.

The duty to accommodate applies at all points of service, including applications, ongoing eligibility, and access to supports and supplements.

Designated Worker

A designated worker may be temporarily assigned to support a client. Clients, advocates, and staff may request designated worker accommodation. Staff assess whether a temporary designated worker is appropriate to meet the unique needs of the client by navigating ministry services.

Interpretation and Communication Support

For applicants or clients who do not communicate in English, or who are deaf or hard of hearing, staff offer interpretation services.  Interpretation services can be provided by telephone and, on a case-by-case basis, in person. 

Staff:

• check for understanding when communicating with clients
• use clear and simple language
• avoid jargon and acronyms
• provide information in writing when requested or needed
• use professional interpreters where available
• ensure service is not delayed due to interpretation needs

For more information, review the Accessing Interpretation Services section.

For contact information for interpreters, see Contacts and Additional Resources.

Requesting Information

Staff may ask clients to provide information or documents needed to determine eligibility.

Requests must:

• clearly state what information is needed
• explain the due date
• tell the client to contact the ministry if they need help or additional time

Information may be requested to confirm details such as income, assets, family status, shelter costs, identification, immigration status, or employment.

Staff make reasonable efforts to request information, using available communication methods, including phone, mail, or My Self Serve (MYSS).

Before holding or changing payment, staff make reasonable attempts to obtain the required information.

If the information is not provided by the due date and eligibility cannot be confirmed, payment may be placed on hold until the information is received, in accordance with policy and procedures.

For more information, review the Requesting Information and Holding Payments section.

Effective: June 9, 2026

If a client’s eligibility, monthly assistance, or supplements change, staff must tell the client:

• what has changed
• the reason for the change
• when the change takes effect
• reconsideration or appeal rights

This information is clearly explained and documented on the client’s file.

Notification may be provided by letter, phone, in person, or through MYSS.  A record of communication is kept, including the change, the reason, and confirmation that reconsideration and appeal options were explained.

Effective: September 1, 2016

Direct Deposit is the mandatory method for issuing assistance. 

Payments, including ongoing and one-time assistance, can be deposited to a client or service provider’s bank account once eligibility is confirmed.  Exceptions to direct deposit are approved in limited situations, in accordance with ministry policy.  For a list of exceptions, refer to the Exceptions Code Table in Procedures – Direct Deposit.

In some circumstances, assistance may be issued by cheque, either in-person or by mail. 

Administration of funds refers to alternative arrangement for issuing or managing assistance when needed. This may be considered when a client has difficulty managing their funds independently.  Before putting an arrangement in place, staff take individual circumstances into careful consideration to determine whether an arrangement is appropriate and necessary.

Alternate arrangements may include: 

• direct payment to a landlord or service provider
• split payments into two or more cheques over the month
• providing goods or services through a purchase authorization
• payment distribution through a third party

All arrangements must support the client’s access to assistance, reflect their individual circumstances, and align with ministry policy.

Effective: June 9, 2026

The ministry is committed to providing a safe environment for both clients and staff.

In some situations, a client’s behavior may affect their ability to access services directly.  When this happens, the ministry may limit how a client accesses services or, if needed, a Third-Party Administration (TPA) may be applied, and the client will be referred to a contracted TPA provider).

This may be considered when there is a behavior that creates safety concerns or disrupts services, including:

• verbal abuse, threats, or intimidation
• aggressive or disruptive behavior, including repeated yelling or refusal to follow office direction
• harassment, discrimination, or hate speech
• inappropriate used of ministry services or communication channels (e.g. My Self Serve)
• actions that threaten safety, damage property, or disrupt service delivery
• behavior that may be a violation of the Criminal Code or Human Rights Code

Referral to Contracted Third-Party Administration Provider

Where appropriate, the ministry may refer a client to a contracted TPA provider, or the client may choose their own arrangement with another suitable individual or organization (See third-party representative below).

Third-party arrangements must be appropriate, support the client’s access to services, and avoid any real or perceived conflict of interest.

Third-Party Representative

Where a contracted TPA provider is not available, other arrangements may be considered. A third-party representative may be an individual or an organization, such as a community agency.

Third-Party representatives must be appropriate and free from any real or perceived conflict of interest. Ministry employees must not act as a third-party representative. Where a third-party representative may take on a broader role in managing a client’s personal or financial affairs, the client should be encouraged to seek independent advice (eg. Lawyer) to understand how this may affect their rights.

Effective: February 25, 2019

Canada Revenue Agency (CRA) requires reporting for everyone who receives:

• Income assistance,
• Disability assistance,
• Hardship assistance,
• Senior’s supplement, or
• an annual bus pass for low-income seniors through the Bus Pass program

The ministry issues a T5007 tax slip to clients who receive more than $500 in assistance. This income shown on the T5007 tax slip is not taxable but used to calculate eligibility for certain provincial and federal tax credits including the Canada Child Benefit (CCB).

For more information on T5007 tax slips, see Additional Resources – T5007 Tax Slips – Information for Clients.

Effective: June 9, 2026

If someone seeking services from the ministry needs help arranging an interpreter to communicate, then ministry staff will arrange interpretation services. 

Use a contracted interpretation and translation service provider unless the person has their own interpreter.  Interpretation can be provided during phone calls and in-person services.

The ministry also uses TTY services where needed.

For sign language interpreters, translation and interpretation services, see Contacts and Additional Resources. 

Effective: April 1, 2025

Exceptions Table

The following table describes the Direct Deposit exceptions and how they are to be applied by ministry staff:

No EFT Reason	Description	Information
C	No Bank Acct – Insufficient ID	All reasonable attempts must be made to obtain sufficient ID The ministry may assist with obtaining ID, including access to an ID Supplement where eligible.
D	No Banking Facilities (or prohibitive costs)	Staff verify the availability of banking facilities Can be used where only a Credit Union is available in the community and the membership share cost is prohibitive
F	Management Issues	Staff determine whether a client is unable to manage a bank account (e.g., due to mental illness, substance abuse, other medical condition etc.)
G	Short Term Pending	For clients eligible for direct deposit who have not provided banking information, and do not meet the other exception criteria This is reviewed within three months of receiving cheques.
H	Client Refuses	Staff record the reason for refusal
K	Hardship Assistance	Do not use for hardship categories that are eligible for direct deposit (Sponsorship Undertaking Default, Identity Not Established, SIN Required, and Immediate Needs – Works Search Required)

Direct Deposit for Service Providers

If a service provider wishes to receive payments by direct deposit, they must complete a Direct Deposit Application (FIN312) form.

The service provider must submit an original completed FIN312 form to the ministry, including a bank stamp, or a void cheque/direct deposit printout. The legal or business name must match the application and banking documents exactly.

If a service provider already receives direct deposit payments from the ministry, a new FIN312 form is not required, unless their banking information has changed.

If the service provider receives payments from another BC Government ministry, staff verify the service provider’s identity and banking information before setting up direct deposit.

Effective: June 9, 2026

Duty to accommodate can take many forms. Staff assess each case individually to determine the appropriate accommodation, which may vary depending on the individual circumstances. Once accommodation is agreed upon, staff will create a duty to accommodate alert.  These alerts can be amended and removed at any point, based on the individual accommodation needs.

Accommodation may include:

• provide service by phone or MySS to avoid travel to a local office due to a physical or other inability to travel to the office
• providing all information or requests in writing 
• recognizing a Consent to Disclosure of Information (HR3189 form) or Consent to Disclosure of Information and Service Authorization (HR3189A form)
• allowing additional time or help gathering documents
• providing information verbally
• arranging communication through MySS or with an interpreter
• supporting individuals with cognitive needs
• communicating through an approved representative, caregiver, advocate or trustee
• providing in-person help with monthly reporting
• assisting by phone, including help reading ministry correspondence
• using the individual’s preferred name and pronouns

Effective: June 9, 2026

Before requesting information or documents, staff review the individual’s case file to confirm what information is needed.

If the information is not available, staff will make two attempts to request it. Staff will attempt to contact the individual by phone (if a number is available) and send a written request is sent by mail or MYSS. If the individual has no fixed address, the letter will be available for pickup at the local office.

Individuals can provide the information through MYSS, phone, mail, fax, or in person. If individuals have questions or need help getting the information, they can contact the ministry.

If the information is not provided after all attempts, staff may place a hold on the payment until the information is received.

In the week before cheque issue, the hold is usually applied to the next payment, unless the ministry decides to place the hold on the current payment. Current payment holds may be needed in some situations, such as when:

• there is information that the individual may not be eligible for the next payment
• the individual is receiving hardship assistance and eligibility must be reviewed monthly

Once the issue has been resolved, individuals can choose to receive their payment direct deposit, by mail, or pickup at the office.

These procedures do not replace existing processes for monthly reporting or overpayments. Other areas, such as Financial Administrative Services and Prevention and Loss Management Services, may have additional procedures for requesting information.

Effective: June 9, 2026

The ministry considers individual needs and has a duty to accommodate. This includes situations where you may have physical or mental health conditions or substance use challenges that affect how you interact with staff. In some cases, concerns about behaviour can be addressed by adjusting how you access services in the least restrictive way.

For example, if in-person meetings are difficult for you, you may be able to communicate with the ministry by phone or through MySS instead. In these cases, you may be provided with a specific accommodation, such as accessing the ministry only by phone or through MySS.

For more information, review the Duty to Accommodate policy and procedures.

The ministry expects respectful behaviour when you interact with ministry staff. If there are concerns about behaviour, the following steps are taken:

Process to Restrict Access to Service Channels

1. Immediate safety concerns

• If there is a threat or physical violence in person, you will be asked to leave the office immediately and police will be contacted.
  • A supervisor will contact you to explain next steps, which may include a verbal or written warning, or notification of referral to a contracted TPA provider.
  • In serious health or safety situations, the ministry may require TPA right away, without advance notice.

2. Verbal warning

• If there is no immediate safety risk, staff will first speak with you about your behaviour. They will explain:
  • What behaviour was not acceptable and why
  • That continued behaviour may lead to further action, such as written warnings or restrictions on how you may contact the ministry
  • Depending on the situation, the seriousness of the behaviour, and how much time has passed, you may receive another warning
• A note will be placed on your file with details of the conversation.

3. Written warning

• If the behaviour continues, you will receive a written notice. This letter explains:
  • What behaviour was not acceptable and why
  • That continued behaviour will lead to further action, such as restrictions on how you may contact the ministry or referral to a contracted TPA provider
  • Depending on the situation, the seriousness of the behaviour, and how much time has passed, you may receive another warning
• Staff will record when and how the letter was provided to you.

4. Third-party Involvement

• If concerns continue and any restrictions currently in place are not working, you may be required to work with the ministry through a third party. This means someone else helps manage communication or services on your behalf.
• You will receive a written notice that explains:
  • What behaviour was not acceptable and why
  • The date a review will be conducted to determine if the TPA can be removed or reduced

The ministry will conduct annual reviews for clients placed under TPA and for files with communication restrictions applied to any service channel. You will be notified of decisions in writing.

In rare circumstances involving significant health and safety concerns, the Manager of Service Delivery may waive the requirement for notice to continue the third-party arrangement.

Provision of Service to Clients

• Contracted TPA providers will send all your requests to the ministry using a designated government email address
• The ministry will accept requests for service from someone you have authorized to act on your behalf by phone, mail, fax, or in person
• Once your request has been reviewed and eligibility is determined, the ministry will contact the contracted TPA provider or your third-party representative to provide the decision and any next steps (for example, payment details or request for reconsideration)

For more information, see Forms and Letters and review the Consent to Disclosure of Information - Service Authorization (HR3189A).

Concerns with Your Contracted Third-Party Administration Provider

• You are not required to work with a contracted TPA provider. You may choose your own third-party representative instead
• Choosing not to work with a contracted TPA provider does not remove the requirement for TPA
• You can make this change right away, or at any time if you have concerns about your contracted TPA provider, by submitting a completed HR3189A to SDD.ServiceInquiries@gov.bc.ca
• If you have a complaint, you must follow the complaint resolution process outlined for TPA clients

Re-applying for Assistance When Third-Party Administration Was Previously Required

If you are reapplying for assistance and previously had a third party involved, staff will review your situation. This includes:

• Reviewing past case(s) and the behaviour or incidents that led to the TPA
• If past behaviour was serious and there are still concerns about interactions with staff, you may be required to work with a contracted TPA provider or third-party representative right away

If past behaviour was less serious, staff may decide that TPA is not needed at this time. However, you will be advised that all your interactions with the ministry will be documented.