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Case Management Officer

March 14, 2026

Join the Family Responsibility Office (FRO) Team and Make a Difference!

As a Case Management Officer, you'll be the first point of contact for clients, providing essential support and guidance. This rewarding role offers personal growth, meaningful relationships, and a collaborative team environment, all while making a real impact on individuals and families in need.

Join Our Information Session!
To learn more about the role, FRO, and the recruitment process, we welcome you to attend our information session on February 17, 2026, at 12 pm EST. If you are interested in learning more, please register via the following link: Job Preview Information Session

We have also developed a CMO self-assessment questionnaire to help you determine if this role is the right fit for you.

About the job

As part of our team at FRO,you will help ensure support obligations are met for individuals and families. Every day will be a little different, but you can expect it to include activities like:
• Communicating and providing service to the public, promoting a positive client experience.
• Managing a caseload and handling complex cases.
• Developing tailored case management solutions for your clients.
• Negotiating and problem-solving to encourage case compliance and payment arrangements.
• Reviewing, interpreting, and explaining court orders.

What you bring to the team

Mandatory requirements

• For the bilingual positions: you must possess oral and written French language skills at the advanced level. Your proficiency level will be confirmed before hire

Client Service, Communication, and Interpersonal Skills

You can:
• provide inclusive customer service on sensitive issues.
• explain complex matters in plain language.
• build and maintain positive relationships.

Analytical and Case Management Skills

You can:
• create tailored case management solutions within policies and legislation.
• research, analyze, and update financial records.
• evaluate cases to establish appropriate next steps.
• use negotiation and problem-solving skills to encourage compliance and payment arrangements.
• develop resolutions for complex support issues.

Technical and Legal Skills

You can:
• interpret, apply, and explain legislation, policies, and procedures.
• explain family court systems and legal documents.
• use computer applications.

Organizational and Decision-Making Skills

You can:
• work collaboratively in a supportive team environment.
• use prioritizing and organizational skills to manage a diverse workload.
• make informed decisions based on thorough analysis and research.

Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

diversity, equity and inclusion initiatives
accessibility
Anti-Racism Policy

What we offer

Our managers foster a supportive and collaborative environment through open communication, an open-door policy, and regular feedback. They emphasize inclusivity, respect, and shared goals, empowering team members and adapting to individual preferences.

The Ontario Public Service is one of Ontario's largest employers. Employees work for a wide range of ministries, with offices in more than 70 cities across the province.
We offer:
• A career that can grow across ministries and job functions
• Flexible learning and developmental opportunities, including education and mentorship programs
• A comprehensive compensation and benefits package
• Base salary that aligns to market trends with performance-based pay and scheduled salary progression
• A modern, friendly and accessible physical work environment

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...