The complaint: Aki was applying for income assistance through the Ministry of Social Development and Poverty Reduction with help from a community integration specialist (CIS). Aki owed two months rent and was worried he would have to move out of his BC Housing unit if he did not receive assistance from the ministry that month. He needed a letter from a debt collector confirming that his vehicle had been repossessed before the ministry would process his application. He tried for over a month to get the letter but wasn’t having much luck. Aki was also having trouble reaching the CIS who had offered to help him get the letter.

What we did: We asked the ministry about Aki’s application, whether the CIS could help him get the letter from the debt collector, and what crisis funding might be available. The ministry said it would look into his application. Aki also emailed the ministry and said that he had finally reached the debt collector and requested the letter.

How we helped: The CIS was watching for the letter and would provide the ministry with a decision (approving or denying the application) as soon as it was received. Until then, the ministry said it would issue food vouchers to Aki.
The ministry received the letter from the debt collector the next day and determined Aki was eligible for income assistance. The ministry issued Aki assistance for two months (covering the current month of overdue rent as well as the upcoming month’s rent, which would be due soon) and provided him with a shelter crisis supplement to pay for the remaining month of overdue rent.

“Thank you for your help. I’ve seen some of the toughest times in my history of living in [city]. You helped put my mind and heart at ease. Thank you for being there.” – Aki

Why it matters: Effective communication can improve service and support individuals, like Aki, through tough times.