The city still isn’t sure how many thousands of dollars have been erroneously paid out to Hamilton social assistance recipients, some of whom are getting incorrect payments because of a controversial new computer system.

In November, city social assistance workers started using the Social Assistance Management System (SAMS), a new program unions describe as having daily issues.

Some Ontario Works (OW) and Ontario Disability Support Program (ODSP) recipients have been underpaid, others overpaid. Unions describe hours spent doing what used to be quick tasks, and numerous bugs the province says it is fixing daily.

"When I say it’s chaos, it’s chaos," said Andrea Horwath, Hamilton MPP and Ontario NDP leader, of the new social assistance computer system. (Samantha Craggs/CBC)

The province spent about $240 million to implement the new system. It has resulted in at least 17,000 incorrect payments, totaling $20 million.

The city knows it’s spent about $40,000 in staff overtime dealing with the issue. It also knows it received $183,200 in June to help implement the system, and another $183,200 in December to help with its issues.

City staff are still working out how many local OW recipients received the wrong payments, and how much it’s cost, spokesperson Allison Jones said. Staff are working on a report to send to councillors by the end of the year that will at least shed a little more light on the situation.

That is irresponsible to the nth degree. - NDP leader Andrea Horwath

Meanwhile, Andrea Horwath, Hamilton Centre MPP and leader of the Ontario NDP, visited an OW office in Hamilton on Monday.

The city has called on the province to roll back the old system until the new one is adequate. Horwath says it was “callous” for the province to move ahead with it.

“They had been warned by the senior people across the province that this was going to be a problem, but in fact went ahead with it regardless,” she said. “That is irresponsible to the nth degree.”

In the office, Horwath talked to numerous workers and saw a woman walk in the front door “sobbing with a piece of paper,” she said.

“I related that upstairs in the boardroom and everybody was nodding. They say they’re constantly dealing with people who are very distraught.”

Christmas stress

The issue has brought more stress by coinciding with Christmas, said Coun. Matthew Green of Ward 3, who went on the tour.

In a statement last week, Helen Jaczek, Minister of Community and Social Services, said she understands that SAMS has been challenging.

The ministry if “in daily contact with its municipal service partners and offices,” she said.

“We have already made significant progress in many areas and are dedicating more staff resources to help local offices work through their unique challenges.

The ministry has set up a hotline, email address, troubleshooting guides and communications updates to help the issue, she said.

In the end, “SAMS will deliver social assistance programs more efficiently and allow caseworkers to spend more time helping their clients.”