POSPH de Willowdale - North York, Ontario

Melissa L.

Food luck trying to get anyone on the phone. I had been calling my caseworker for 2 weeks. Not only did I not get any reply from my multiple voicemails, emails ane mybenfits correspondence messages. But without notice my worker had been switched. After waiting 4 business day after leaving multiple messages again for them. I had to go to the office in person. Having physical limitations and mobility issues. As well as having surgery 3 weeks ago. This was extremely difficult. By far the worst office in the city!

Anthony R.

As an ODSP recipient, I often feel overlooked and unheard. I struggle to get timely responses from my caseworker through the MyBenefits portal, where my inquiries often go unanswered. After waiting several days, I have no choice but to call, only to encounter further barriers.

When I call the main ODSP line, I am sometimes given the option to leave a voicemail, but the mailbox isn’t even set up. This forces me to call back and wait on hold for up to 45 minutes, only to be met with a staff member who is dismissive, speaks over me, and only takes a message for my caseworker. I am then told I will receive a call back within a day, but in reality, the wait is often much longer.

This process becomes an exhausting cycle. Despite long delays, I am repeatedly denied access to a backup caseworker. This is especially frustrating because my caseworker's voicemail message specifically states that if they are unavailable, I should request assistance from a backup caseworker. Even when I have asked to speak with an office manager, I have not received any follow-up.

When I was first approved for ODSP, my caseworker would respond within hours and follow up the same day. However, after my caseworker changed, I have faced ongoing difficulties in communication and support.

Currently, I am experiencing significant delays with the processing of my Employee Start-Up Benefit. In the past, this benefit was processed within two days, yet my current request—submitted on February 21st, 2025—has now been pending for 18 days as of March 11th, 2025. I submitted all required documents and was informed that I was approved, with no additional paperwork needed. However, five days later, there has been no update, and I am struggling to get any answers from the MyBenefits platform, my caseworker, or anyone else.

Previously, I had to escalate my concerns to the Premier of Ontario and the Ministry of Children, Community, and Social Services just to receive a response. While I understand that ODSP caseworkers have a 24-hour call-back policy, waiting a week or more without any communication is unacceptable. If a caseworker is unavailable or on leave, a backup caseworker should step in to ensure that clients do not experience delays in accessing essential benefits.

People with disabilities deserve the same respect and courtesy that ODSP staff would expect in return. I urge ODSP leadership to re-train staff on the importance of timely communication, empathy, and accountability. We rely on these services for our well-being, and at the very least, we deserve the assurance that our concerns will be acknowledged and addressed in a professional and timely manner.

Harmony E.

[In Need of Improvement: Advocacy and Support at North York ODSP Office]

As someone who has interacted with various ODSP offices, my experience with the North York location has unfortunately been less than satisfactory, particularly in comparison to the downtown office. Advocacy for people with disabilities should be handled with unwavering dedication and sensitivity. However, the North York office seems to struggle with these fundamental principles and showing compassion.

There have been numerous instances where the efficiency of service at the North York ODSP office has been compromised by procedural delays and a lack of proactive and supportive communication from staff. This inefficiency and a lack of compassion is leading to a perception that time itself is stagnating in the neighbourhood, largely in North York. Such delays cause undue stress and significantly hinder the ability of individuals/clients like myself to manage our health and financial stability effectively.

In a community where support and care for each other should be paramount, it is disheartening to encounter such challenges in this region. The essence of ODSP's mission is to facilitate rather than complicate the lives of those it is meant to serve. It is my sincere hope that this feedback prompts a reflection on how services are administered, and leads to improved advocacy that aligns more closely with the compassionate and effective support experienced elsewhere.
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Continue on March 19, 2025.
Although this is speculative, I have concerns that my reputation might be unfairly tarnished by staff at this office due to past issues (outlined earlier). Since recently relocating to Downtown Toronto, my file has been transferred to a new office.

Unfortunately, I have found my new caseworker—referred by my previous one at this office who sounds like he holds negative biases. In his initial communication, he did not introduce himself as my new caseworker and instead bluntly stated that I am ineligible for ODSP income this month. The funny thing is I was making more in the past (as I am working only 13.5 hours/week due to my health) and ODSP was still trying to assist me in living. The staff in downtown office used to be fantastic.

The internal communication between staff members among offices appears ineffective and possibly harmful, I feel. I also feel it’s crucial for my new caseworker to approach me without preconceived negative biases, as this would foster a much more constructive and understanding interaction. My past experiences with this office have left me with troubling memories of being treated unfairly, with what felt like prejudice possibly based on factors such as race or gender. I won't ever be going back to North York for living. The quality of government services is not good there.

I strongly urge the staff at this office to undergo further training to ensure they engage with clients empathetically and professionally, particularly those with disabilities who deserve support and advocacy. The inefficiency and lack of professionalism contribute to a sense that time moves slowly here—unlike in environments where government services, health care, and education are of high quality. High standards in these services help create a sense of progress and momentum, which this office lacks. They should be sorry for people who reside in the same neighborhood as their time may be stalled, too.

This office has not met my expectations and falls short of global standards of service. It is my hope that greater professionalism will be demonstrated going forward. Lastly, I trust that no retaliatory action will be taken in response to this post, as such behavior would only reinforce the concerns outlined above. Thank you.

Nasrin M.

Every years i should call please send my daughter tax paper. This my second call this year to ask them to mail that. At first call someone said ok i will mail it but nothing came after 10 days maybe. Now fir half an hour on the phone Ino body answered. 😢

Jack D.

Even after 2 months, 3 faxes from my pharmacy and 2 phone calls from me, this office STILL hasn't approved payment for an item that has special approval--for years now--for my medical needs: WHY?

Latyssia B.

I got a new worker, all of my message for help with Eye Care and assistance had been ignored for a month resulting in myself getting burned from the neck down. I had told them I needed glasses to function.

My Odsp worker had not answered me when I asked for vision care back in April 19 2025. I’ve have called, left messages on my benefits. When I called the office to complain to her boss again and leave another message she finally got back to me May 15 basically telling I should have googled the information. I’m now scarred for life. I’ve been in and out of the hospital and they don’t care. These people are evil. No one answers, no one cares about your disability or need of assistance. You will be left to fend for yourself. 24 days, that’s how long it took her to get back to me regarding vision care and assistance. I messaged on the 19th, the 24th and the 28th. I got burnt on the 28th of April. She only messaged me back after asking again to speak to her boss. I would show my burns but it’s graphic and I’m still traumatized by the whole incident.

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Previous workers review)

The staff are very disrespectful and the workers assigned to you even more. My old worker knew for months that my training program finished in April yet I am still getting my funds deducted and now my file is on hold due to unreported income when there is nothing to report. My worker has talked down to me like a dog on the street she is combative, refused to listen to me and has gone back into my file to back date me when I pointed out her attitude. I told her multiple times that training programs are exempt from getting your fund deducted. I’m now facing homeless again due to how I’m being treated and the lack of funds to support myself. I’ve been suffering for months without any way to get though to someone higher up because she holds all the cards. I don’t know what to do! I’m at the end of my rope and I’m wondering if there even a point in living like this!

Josh Z.

Very unprofessional and useless case workers..they give you all wrong information in order to wear you off..they should realize that if it wasn't for odsp recipients they wouldn't have a job..

One P. S.

They sent out a letter stating I got a new case worker without the phone number to reach, and when I show up, suddenly she vanish