Income support program lacks metrics, auditor says
In a new report, Alberta's auditor general says the provincial government must improve how it tracks outcomes around its income support programs.
Doug Wylie's latest series of reports was tabled in the Alberta legislature on Tuesday afternoon.
They examine Alberta's post-secondary institutions as well as chronic disease management by Alberta Health and Alberta Health Services.
But, Wylie saved his harshest words for his examination of income support programs administered by the Ministry of Seniors, Community and Social Services.
“Our current findings show that the department has not improved its processes to measure and report on the income support program's performance in achieving the intermediate and long-term outcomes of Albertans having an increased ability to meet their basic needs and experience financial resiliency,” the report states.
“Without improved processes, management will not have enough information to evaluate program performance, make necessary improvements to ensure program outcomes are being achieved, and report to Albertans that the program is working as intended.”
Income support programs provided more than $580 million in support payments in 2022-23, according to the report, making them among the government's larger programs in terms of spending.
A 2019 audit found the department needed to do better on approving program eligibility for clients, and that it had “inadequate processes” to identify and develop performance metrics that could be monitored to help determine the effectiveness of programs and recommended both processes be improved.
Tuesday's report finds that while processes around eligibility have been upgraded, in part through automation, performance monitoring still left much to be desired.
“We again recommend that the Department of Seniors, Community and Social Services improve its processes to measure and report on the income support program's performance,” the report states.
“While the department now utilizes measures for intake and case management, it has not taken steps to implement outcome-based measures to evaluate and report on the program's overall performance.”
Wylie stated those measures are important because they “provide a means for management to understand if the program is achieving its intermediate and long-term expected outcomes and support strategic program changes that may be necessary.”
“Consistent, effective, and accurate eligibility decisions are critical because they affect the lives of Albertans in need of support.”
He also said such measures could be reported externally “to demonstrate results to Albertans.”
“Without improved processes, management will not have enough information to evaluate program performance, make necessary improvements to ensure program outcomes are being achieved, and report to Albertans that the program is working as intended.”
Seniors, Community, and Social Services Minister Jason Nixon's office issued a statement noting the department's new intake and case management systems.
“Seniors, Community and Social Services has implemented strong procedures to assess applicants' needs and develop action plans to improve their long-term independence, resilience and employability.”