CASE PRESENTER

City of Toronto; Toronto; On-site; CAD 72,000 - 79,000; Full time

Job summary

City of Toronto seeks a Case Presenter in the Toronto Employment and Social Services division. The role defends eligibility decisions by preparing oral and written submissions and presenting to the Social Benefits Tribunal, ensuring compliance with Ontario Works Act, relevant laws, and city policies.

You will work under the Quality Control & Assurance section, analyzing cases, coordinating with clients and staff, and advising on strategy to resolve issues while maintaining integrity and fairness

Qualifications

• Experience interpreting policy and legislation to defend eligibility decisions.
• Strong analytical skills to break down complex information for clients and stakeholders.
• Advocacy and dispute resolution skills for presenting cases to tribunals and boards.
• Ability to apply equity, diversity, inclusion, and accessibility principles in service delivery.

Responsibilities

• Provides analytical expertise and guidance on eligibility cases under appeal.
• Defends eligibility decisions at the Social Benefits Tribunal and liaises with stakeholders.
• Supports examination of testimony and evidence before tribunals and courts.
• Identifies trends and prepares recommendations to improve policy and practice.
• Writes submissions and prepares materials for tribunals and city counsel.

Skills

Regulatory interpretation

Policy analysis

Advocacy

Dispute resolution

Equity & inclusion

Tools

WebEx

Zoom

MS Teams

MS Outlook

Job description

Job Category: Community & Social Services

Division & Section: Employment & Social Services, Quality Control & Assurance

Work Location: 111 Wellesley St E, Toronto

Job Type & Duration: Full-time,Temporary (12 month) vacancy

Hourly Rate: $52.38 - $57.39

Shift Information: Monday to Friday, 35 hours per week

Affiliation: L79 Full-time

Number of Positions Open: 1

Posting Period: 15-Oct-2026 to 29-Oct-2026

Toronto Employment and Social Services (TESS) provides financial, social supports to social assistance recipients and City of Toronto residents. Eligibility decisions are made in accordance with Provincial directives and legislation, and in alignment with City policies. Clients have the right to appeal decisions made about the amount of assistance or benefits they are eligible to receive.

Reporting to the Manager, Program Support of TESS's Quality Control & Assurance Section, Case Presenters are an essential part of the Division in defending eligibility decisions by preparing oral and written submissions and making presentations to the Social Benefits Tribunal (SBT). Case presenters provide analytical expertise, advice, guidance and recommendations on issues pertaining to eligibility for social assistance, Divisional and Provincial policies and the application of various laws to those issues.

Major Responsibilities:

• Provides analysis, expertise, consultation, guidance and formulations of creative solutions on cases that are under appeal to ensure that the eligibility decision adheres to Ontario Works Act, Legislation and City policies. Make recommendations when a decision is challenged and provide advice on how to resolve the matter in compliance with existing policies, procedures, and guidelines. Breakdown complex information to communicate with clients and stakeholders in plain, simple language.
• Defends the Division's position on eligibility decisions affecting entitlement for social assistance. Prepares written and oral submissions to represent the City and defend eligibility decisions at the SBT. Liaise with internal and external stakeholders including clients, staff of all levels, and the legal community to achieve desired results.
• Supports, challenges, and cross-examines testimony and evidence presented before Tribunals, Boards, and the courts. Identifies, organizes, and participates in pre-hearing teleconferences, early resolution processes, and related proceedings. Provides guidance and preparation to local office staff and third-party witnesses appearing before these bodies, as appropriate. Acts as a witness and represents the City's interests in civil and criminal court proceedings when required.
• Identifies appeals, including Human Rights challenges that cannot be resolved. Recommends to Senior Management whether representation is required at the Tribunal and Board and plans strategies to defend cases. Liaise and collaborate with other staff to effect timely completion of any eligibility reassessments, corrections, or case management actions that impact the client's entitlement to assistance.
• Reviews files and staff's written submissions and ensures eligibility decisions meet Divisional policies and Provincial directives, are consistent with social assistance legislation, tenets of Natural Justice, provincial and federal privacy laws and rules of evidence requirements. Validate and calculate overpayments to ensure that the correct amount of assistance was issued according to eligibility and legislative requirements.
• Identifies trends, themes and cases of general importance and other decisions of the Tribunal and Board that impact on Divisional policies and procedures. Discusses key observations with the Division's solicitor where appropriate. Provides recommendations to unit Senior Management.
• Reviews unsuccessful Tribunal decisions and assesses for fairness and errors and, identifies those cases requiring applications for reconsideration. Prepares and files written submissions and responses to the Tribunal and Board and client, lawyer or legal representatives.
• Performs quality control functions for the Division. Ensures compliance with appeals processes and procedures and general program file requirements. Researches, drafts and submits information/recommendations to various levels of management and the Division for amendments or changes to support consistent application of policy and improved outcomes.
• Compiles, researches, and assesses precedent setting jurisprudence related to Tribunal and Board decisions, Provincial and Federal legislation, Provincial directives, and Divisional policies. Incorporates these principles and findings in oral and written submissions before the Tribunal and Board to enhance the successful defense of cases. Seek creative solutions and ways to bring about early resolution to reduce ambiguity for the client and administrative pressures on the parties.
• Develops and provides manuals and training to the Appeals Review Unit and Divisional staff to promote and maintain a skilled and knowledgeable workforce. Provides information and advice to other units within the Division.
• Participates on various internal and external committees for the section and represents the unit as required.
• Acts/serves as a witness on behalf of the City for civil and criminal court proceedings, as required.
• Provides information and responds to inquiries and requests from Division's legal counsel on appeals related issues.
• Requests legal advice from Division's legal counsel.

Key Qualifications:

• Considerable experience working in a regulatory environment interpreting and applying policy and legislation, researching, and analyzing case files and preparing supporting documentation to defend a position in relation to relevant legislation.
• Considerable experience in exercising critical judgement, analysis, and providing alternative solutions and negotiating resolutions.
• Experience in advocacy and dispute resolution, including the ability to present persuasive arguments, make recommendations to management, committees, tribunals and similar bodies, and respond effectively, both verbally and in writing.
• Experience incorporating equity, diversity, inclusion, and accessibility principles into service delivery and eligibility assessments to promote equitable outcomes and compliance with legislative and policy requirements.

You must also have:

• Proven political acumen and the ability to navigate complex landscapes, effectively managing competing goals and priorities, consulting and problem solving while maintaining positive working relationships.
• Demonstrated experience in digital-first environment, including use of web and teleconferencing applications (such as WebEx, Zoom, MS Teams), and email and messaging systems (such as MS Outlook).
• Knowledge of the Ontario Works Act and Regulations, provincial social assistance directives, Social Benefits Tribunal Rules of Procedure and Practice Directions, the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), and their application in the delivery and administration of municipal social assistance programs.
• Ability to identify emerging issues, prioritize, and where appropriate, elevate to management, and apply any relevant solutions.
• Ability to review and provide subject matter context on judicial decisions, including Social Benefits Tribunal decisions, and policy interpretation pertaining to OW eligibility and potential trends and impacts.
• Strong ability to effectively manage varied workload with impeccable organizational skills, while contributing to overall teams’ success in meeting program service delivery requirements.
• Exemplifies Toronto Public Service Values including providing exceptional client service and carrying out duties with broader City objectives in mind.
• Demonstrated ability to utilize conflict resolution, mediation, and negotiation skills to assist and promote settlement of disagreements in formal and informal settings.

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .