B.C. Ombudsperson Jay Chalke (B.C. government)

B.C. income assistance clients left on hold

Ombudsperson says some improvements being made

Disability and income assistance clients are getting better phone service than a year ago, but too many are still being left without answers to their problems, B.C. Ombudsperson Jay Chalke says.

Chalke issued a report Tuesday listing some of the many complaints from people who either were kept on hold for an hour or more, or asked for a call-back and didn’t receive one. The complaints range from application s for assistance to lost payments to emergencies such as a woman who was living with her two children in a camper whose heater had broken down.

“The [social development] ministry’s telephone-based service has been chronically slow for a number of years,” Chalke said. “Income and disability assistance applicants and recipients include some of the most vulnerable people in the province.”

Chalke began investigating the problem in 2017, based on a series of contacts to his office from people frustrated with the lack of service. He said the ministry has agreed to changes, including posting its average wait times for phone and in-person service in ministry offices later this year.

Recommendations also include hiring additional employment and assistance workers to ensure 220 full-time staff are dedicated to answering calls to the centralized provincial phone line.

Chalke also recommends the ministry end its “call sweeping” strategy, which postpones action on requests that are expected to take more than five minutes to resolve.

Just Posted

National PTSD awareness ride rolling into Langley

The Rolling Barrage 2018 ride will arrive next Tuesday and overnight in Langley.

Bevy of remarkable birthdays celebrated in Aldergrove

Maudie MacPherson (age 101), Vera Banner (91) and Alice Utas (95)

Looking Back: August 16, 2018

Langley’s history, as told through the files of the Advance.

Throwback Thursday: August 16, 2018

Can you help us caption a photo from Langley’s past?

Langley’s Tbird preps to welcome Mounties for Musical Ride

The equestrian spectacle is coming to Langley Aug. 31 and Sept. 1.

VIDEO: LEC hosts job fair to lure new workers

The Langley Events Centre was looking for about 50 employees.

Minister optimistic after 2 days of Columbia River Treaty negotiations

Canadian and U.S. officials met in Nelson Wednesday and Thursday to discuss future of the treaty

Man dies in B.C. police cell while awaiting court hearing

An independent investigation is underway after a man died while in Penticton police custody Aug. 16

RCMP appeal for tips, dashcam footage in German tourist shooting west of Calgary

The Durango crashed into the ditch after the shooting near the Goodstoney Rodeo Centre

2 nurses attacked at B.C. psych hospital, union calls for in-unit security

PHSA says that in-unit guards would do more harm than good

Former B.C. optician won’t be jailed for sexually assaulting minor

Kenneth Pilkington sentenced to 24 months’ probation for offence three decades ago

Mt. Hicks fire 15% contained, continues to burn north of Agassiz

The fire, suspected to be caused by a vehicle with a flat tire, not threatening any structures

Police responding to ‘unfolding’ incident in Maple Ridge suburb

Helicopter, dog team, guns drawn and 16 police vehicles at Maple Ridge property

Red Cross now accepting donations for those impacted by B.C. wildfires

The Canadian Red Cross is asking for help now and in the weeks and months ahead.

Most Read