Dena Ellery

Financial Aid Workers working for the Ministry of Human Resources have felt increasing pressure from the ministry to reduce caseloads in an effort to maintain fiscal restraint. Some Financial Aid Workers (FAW's) recognize that this places additional expectations on individuals to show that they are eligible for benefits. For some individuals, particularly those with mental illness, this creates even more stress and pressure, and many give up.

This interview was granted on the condition that the financial aid workers' identity not be revealed.

Ann (not her real name) says that the process of asking for help is demeaning to begin with, and she tries in her work to be as compassionate as possible to try to help people as painlessly as possible through the difficult process. "I try to make the effort to be sensitive. It takes a longer amount of time, but I prefer a more personal approach," she says.

However, Ann feels that being sensitive to people's needs is secondary to saving Ministry of Human Resources' money. In an effort to save money and reduce caseloads, FAW's feel pressured to be as stringent as possible when it comes to determining eligibility for financial assistance. "While the expectation is not to make people ineligible, it often feels as though the goal is to reduce caseloads and therefore, any reason to find them ineligible" is warranted.

In other cases of budget restraining efforts, Ann has seen FAW's deny people crisis grants. Crisis grants are available to help with unexpected items of need, when all other sources of income have been unsuccessfully tried, and/or there is a potential danger to a person's children. "Sometimes when it's a single individual [who's asking for a crisis grant because they don't have money to eat], they will tell them food is not an 'unexpected' item," says Ann.

Within this context of budget restraint, Ann feels challenged to deal with situations on a humane perspective while still following the rules. To help make this happen Ann is encouraged when people bring an advocate with them. "You're in an adversarial position right away when you have to ask for assistance," she says. "There's an assumption that you're not getting all the information you need. Having an advocate takes the edge out of it, so the FAW doesn't seem to have as much control, and makes us look less scary."

Ann says an advocate helps her in her own work. They ask the extra questions, like explaining in more detail the significance of legislation and how it impacts a person's eligibility. Ann brings compassion and empathy to this part of her work by being sensitive to how information is communicated. "Compassion or empathy changes the way you speak to people. Using less formal language and other kinds of comments makes the persona feel comfortable," she points out.

Using plain language and a sensitive approach are ways people can feel less intimidated, but Ann insists that the settings can make a difference, too. Ann feels that accommodations could and should be made to make people more comfortable. For "people in a vulnerable position . . . they shouldn't have to go into an office, or they should be able to go into a separate office where there's less people, (it's) quieter . . . where they wouldn't be uncomfortable around a lot of noise and other people.

There's an emotional side to working in a financial aid office, and financial aid workers are working with people who are in variety of states when they come to ask for help. "In a financial aid office, there's a whole cross-section of society. They're all in a difficult position. The feelings in a room include anger, grief, fear, sadness and shame - and that's just the people who don't have a problem with their mental health."

Ann added that emotional aspects of the job are inevitable. It's not a required part of the FAW's job to attend to people's emotions , but it is inevitable. Ann says "some workers seem to be able to provide a kind approach," but adds that often, "others are not able to deal with emotional side of the work."

The negative impact of relying on financial assistance results in a significantly reduced quality of life, Ann says. "It's hard to live on income assistance because the rates are so low. Its hard to survive. People don't want to live on income assistance ‹ they want a job. It's not people's fault they're on income assistance," she says.

Ann points to lack of suitable housing as a major problem for people on assistance. She says assistance rates are so low that it's hard for people to maintain a safe, decent standard of living. "Most people must spend a minimum of $400 for shelter" no matter where you live in the province, whether you live alone or with someone else. "If you must live alone [due to your illness] you have to pay $500 for a shitty apartment. (And) you better believe if landlords know that (assistance) rates go up, their landlords put the rates up. Proper housing would make a huge difference. There's just not enough out there."

Dena Ellery is the editor of Visions.

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