Social-assistance clients need one point of access

Re: “Lack of access, tech know-how hurts poor: group,” May 24.

I was happy to see the article about the problems of accessing social assistance online, because it’s causing tremendous hardship and frustration for already-disadvantaged people.

As guardian for my adult disabled son, I have to file reports or access services for him regularly. I can’t believe how difficult this has become.

Despite having two university degrees and being computer-literate, I’ve already managed to screw up one of the reports. Recently, I was unable to download something as simple as a disabled bus-pass application form.

Accessing ministry services online requires accessing multiple websites, each with its own ID, password, profile and security questions, which is unnecessarily complicated and puts clients using public computers at risk of having personal information compromised. Telephone service isn’t much easier since the client must use an eight-digit ID number plus a three-digit PIN and navigate through many option levels before waiting a minimum of 20 minutes to speak to a person.

I find it mind-boggling that the ministry not only thought it would be a good idea to transfer all these services online but has done so in such a complicated fashion involving websites that are difficult to find and confusing to use. A single point of access is needed where each client is assigned to one social worker who either deals with the problem or refers the client to a colleague who can do so. Ann Jessey Salt Spring Island