A Review of Two Social Services Clients Issued Out-of-Province Travel Benefits

April 2016

Ministry of Social Services
May 27, 2016

 Scope and Purpose of the Review
On March 8, 2016, the Deputy Minister of Social Services directed that an internal review be
conducted into the events that led up to and included two individuals, Client A 29(1) and
Client B 29(1) being approved for financial benefits to pay for out-of-province travel 29(1)
29(1)
The purpose of the review is to
understand the specific cases, learn from the experience, and recommend systemic
improvements to guide future practice.
The review includes:
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•
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Summary of the two cases
Identification of applicable policy
Analysis of policy compliance
Identification of areas for improvement
Recommendations for future systemic improvements

The individuals were involved with different program areas within the Ministry, so review
information was gathered from several sources, based on their area of responsibility and
applicable policies, to determine whether policies were followed and to identify any potential
areas for improvement. The Income Assistance (IA) Manager for the 29(1)
Service
Centre and area examined the Saskatchewan Assistance Program (SAP) and Saskatchewan
Assured Income for Disability (SAID) program involvement for the individuals and the events
that occurred at the local office. The Director of Provincial Services examined the Transitional
Employment Allowance (TEA) involvement for Client A. A Program Consultant for the Income
Assistance Program Design and Operational Policy Unit completed an additional examination of
the application of policy.
Summary of the Two Cases
On March 8, 2016, Client A and Client B attended the 29(1)
Income Assistance
Service Centre together and were seen by an Emergency Worker together. Reception staff
reported that both individuals had come to the office to request bus tickets to B.C.
Client A

29(1)

1

 29(1)

29(1)

29(1)

Client 

29(1)

29(1)

Applicable Income Assistance Policy in Saskatchewan
The following are applicable Saskatchewan income assistance policies addressing payment for
emergency services and travel:
Transitional Employment Allowance (TEA)
11.1 Temporary assistance in special circumstances
The unit administrator may approve temporary assistance in an amount not exceeding
$1,000 for the costs of temporary shelter and food to TEA applicants who:
o Are staying in temporary shelter not funded through an emergency shelter services
Saskatchewan Assistance Program (SAP) (SAID Policy is equivalent)
2.3.7 Transients
Transients are those single individuals or family units, not currently receiving benefits in the
province, who have recently moved into the province and do not have or do not wish to
establish a permanent residence in the area they are applying.
Financial benefits and/or health services may be provided for up to four working days.
10.6.5 Moving Costs / Out of Province
The supervisor’s approval is required when a recipient wishes to move or return to another
province (e.g., employment, leaving an abusive relationship, move closer to family support).
Contact is made with the other province to advise of the recipient move and if the recipient
will require financial benefits. The recipient’s name, dependents and relevant circumstances
regarding the move are provided.
Recipients may move on their own without the other province’s agreement.
Funds for moving basic household belongings may be provided. Other costs such as meals
and accommodation may also be provided.
Consent to communicate with other jurisdictions is addressed through verbal consent by the
client at the time and the consent form signed at their initial application for benefits.
In the completion of this review, information was gathered on the out-of-province move and
transient aid policies of the neighbouring provinces of Alberta and Manitoba. Generally, these
provinces have similar provisions to Saskatchewan (Appendix A contains additional comparative
information).
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 Client A Relevant Circumstances and Policy Application
Relevant Circumstances
The request for travel and moving expenses to B.C. was assessed as transient aid for Client A.

29(1)

TEA does not
provide out-of-province travel so his file needed to be closed to access emergency travel
benefits through SAP. He requested his TEA file be closed and he was referred to an Income
Assistance Emergency Worker to apply for benefits to pay for a bus ticket to B.C.
Transient aid benefits in the form of a requisition for a bus ticket to Vancouver were provided.
Policy Application
The decision to close Client A’s TEA file and issue transient aid transportation benefits through
SAP to relocate back to B.C. was within policy. As required, supervisory approval was provided.
Client B Relevant Circumstances and Policy Application
Relevant Circumstances

29(1)

Policy Application
The policy used to provide Client B with transportation benefits for moving out-of-province is
found in SAP Policy 10.6.5 or 10.6.6 in SAID Policy. This is the correct policy, given his
circumstances, for an out-of-province move. As required, supervisory approval was provided.
While the travel benefits were issued using the correct policy, 29(1)
29(1)29(1)
The relative strength of a plan is a qualitative judgement by the worker.

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 Summary of Policy Application and Decisions
• The Ministry was responding to requests from Client A and Client B to travel to B.C.
• 29(1)

• 29(1)
•

The decision to issue benefits for a bus ticket to Client A was compliant with applicable
Ministry policy.

• 29(1)

•

Communication occurred effectively and efficiently between the TEA program call centre
and the 29(1)
Service Centre.
• 29(1)
The
policy used to provide him with transportation benefits for out-of-province travel/move was
the correct policy, given the circumstances.
• While the travel benefits were issued using the correct policy 29(1)

29(1)

•

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SAP policy identifies the need to make contact with the destination province for existing
clients; Transient Aid policy does not note this same requirement. Contact was made with
the Development and Social Innovation local office in Vancouver by the Income Assistance
Supervisor, advising of the pending arrival of the two individuals in B.C. This contact was,
however, shortly after departure, rather than in advance.
Approvals for transportation funds through SAP included the Supervisor’s approval, as
required.
Workers make decisions on a daily basis within legislative authority, and their role is to find
the best means to assist and support clients’ needs and requests. Provision of
transportation benefits supported the requests of the individuals.
The decisions made in this situation were in keeping with the individual’s right to make
decisions about his or her life.

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 Potential Areas for Improvement
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While Client B 29(1)
, the planning could have been stronger and more extensive. In addition, the contact
with the destination province could have been earlier and involved more information for
the clients regarding options upon arrival, including the connection to Victoria.
Exploration with Client A and Client B on an individual basis, rather than at the same time,
may have helped to ensure communication was tailored to the individual and options and
planning were considered from an individual perspective.
While the response from the TEA program was within policy, it may have been of additional
benefit to provide the client with information on other help the IA Emergency Worker could
potentially provide (e.g., building connections to CBOs or other resources in the community
to find more permanent housing and employment rather than leaving the province).
The policy on issuing benefits to support individuals who wish to move to a different
province relies on qualitative judgement by workers. There is only limited content in the
policy to help guide the decision-making and planning. Additional content, either in policy
or a procedure, would help guide workers in decisions and provide improved support to
clients.
IA Workers have limited or little information on whom to contact in other jurisdictions
when a client chooses to move.
Recommendations

The following systemic recommendations are offered as a result of this review. They include an
individual case review at the front-line, policy and procedure enhancements, further
consideration of the Ministry’s role and capacity in case planning, and staff training and
supports.
Individual Case Review with Front-line Staff
1. Review and analysis of these two cases and decisions with the involved front-line team
for these specific cases, including an initial review meeting (completed) and a follow-up
“lessons learned” review at the individual case level.
Policy and Procedure Enhancement
2. Review and clarify the applicable travel benefits policies to include more specific
decision-making criteria for the approval of “Transient Aid” and “Outside of Province”
benefits.

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 3. Draft an out-of-province move procedure to accompany policy. Because out-of-province
travel benefits are rarely provided in comparison to other benefits, a reference guide
will help workers support clients toward improved outcomes.
4. Draft a procedural statement reinforcing the benefit of individual discussions between
workers and clients on major decisions when two clients are attending a meeting
together. This work also needs to respect the right and/or wish of a client to have
someone with them as a support or advocate.
Case Planning
5. Detailed and thorough case planning is critical for the worker and the client, to ensure
all relevant circumstances are considered when making decisions. In the context of
Income Assistance Redesign, the Ministry should further consider and document its role,
training, and delivery capacity for case planning with SAP and SAID clients.
6. Continue to respect the right of individuals/clients to make their own life decisions (i.e.,
self-determination).
Staff Training and Support
7. Provide an immediate reminder to Income Assistance staff on the application of policies
related to out-of-province travel and travel allowances. (completed; On March 10, 2016,
and a follow-up on April 28, 2016, an email was sent by the Income Assistance Executive
Director, reminding provincial Income Assistance Service Delivery staff of the policies
and processes in place for out-of-province travel, transient aid, travel allowances, and
case planning).
8. Provide additional training to all Supervisors and front-line workers on application of
out-of-province move and transient aid; and add an out-of-province or transient aid
scenario/exercise to the existing core training package for Income Assistance Workers.
9. Ensure Ministry staff members are well supported so they can continue to do their best
work following incidents that receive public attention and criticism, including postdiscussions and access to individualized supports such as the Employee and Family
Assistance Plan (completed).
10. Develop and provide Supervisors and front-line staff with a contact list for other
provinces’ income support programs.

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 Conclusion
This situation involved the application of income assistance policies in support of the needs and
requests of Client A and Client B. In the delivery of services, we respect the inherent dignity
and worth of all people while assuring ethical practice by respecting an individual’s right to
choose. We ensure privacy, confidentiality and appropriate information sharing, and act in
good faith at all times toward those who come to us for help. Employees must continue to do
their best to consider clients’ requests and circumstances while applying applicable policies
when making these decisions. There is always room for improvement. This review highlights
several areas that may assist in continuous improvement as we serve those in need. While outof-province travel requests are relatively infrequent compared to other funding needs, staff
need to be well prepared and informed when making funding decisions. It is recommended that
a work plan with achievable completion timelines is established to implement the
recommendations of this review.

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 Appendix A
Senior officials responsible for income assistance programs in Alberta and Manitoba were
contacted to gather information on their respective policies regarding transportation benefits
for those who choose to move to another province or need transient aid.
Alberta has provisions similar to Saskatchewan regarding transportation expenses for clients
who are transient, though it may not be explicitly called “transient aid,” as in Saskatchewan’s
policies. In Alberta, benefits (including transportation and other costs) may be provided to
those without a fixed address in Alberta who do not intend to establish a permanent residence
within Alberta, lack sufficient on-going income to meet their basic needs, and lack resources to
meet their existing emergent needs. Manitoba’s policy on transients is less explicit. They state
that while there is no minimum residency period in the province, Manitoba does not typically
provide aid to those passing through the province.
Both Manitoba and Alberta have policies that allow for the payment of transportation and
other moving expenses for current clients relocating to other provinces. While the reasons vary
somewhat across policies, they typically include moving for employment, seeking social or
family supports, or escaping abuse.
Manitoba has a similar approval provision in that a Senior Policy Specialist must approve out-ofprovince moves; in Saskatchewan it is the Supervisor.

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