Social assistance software problems hit Thunder Bay welfare office

The leaders of nearly 50 agencies that distribute welfare payments in Ontario are meeting in Toronto on Wednesday to discuss problems with new government software that some say is costing the agencies and their clients.

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Bill Bradica, the chief administrative officer of the Thunder Bay District Social Services Administration Board, said he had anticipated some "growing pains" typical of a software conversion but the change-over on Nov.12 has been more challenging than expected.

The new system erroneously generated at least 17,000 payments, across the province, totaling $20 million dollars.

But Bradica said there are also problems getting payments out to new clients because of difficulties inputting new data.

Spontaneous file closures

"Obviously any delay any person experiences, who doesn't have financial means, is quite concerning," he said.

The chair of the Canadian Union of Public Employees (CUPE) social services coordinating committee said there are concrete examples of the harm caused by those delays.

"If we have a woman who is fleeing abuse is a new applicant, the process to get them set up, the delays and cumbersome technology, makes the whole situation more high stress and volatile," said Carrie Lynn Poole-Cotnam.

"And that can result in a woman who is ready to flee reconsidering whether today is the day to flee," she said.

Poole-Cotnam said any changes that require inputting into the new system are causing delays, or in some cases spontaneous file closures. That could result in people who have moved, or women who have had babies not getting the support they need, and to which they are entitled, she said.

'The depths of poverty'

The union may ask for a return to the old software until the new system proves more reliable, Poole-Cotnam said, adding front line workers are "infuriated" by the way politicians are referring to the issue as a "computer glitch."

"To minimize it to a glitch, without understanding the impact on people's lives who are in the depths of poverty, is quite disrespectful​," Poole-Cotnam said.

Bradica said the district social services board is also paying a price when it comes to staff working extra hours to cope with the computer problems.

"Our costs will depend on how long this goes on," he said. "If it could create a pressure for us."