If you are supporting a family member or loved one who needs incontinence supplies, you may be wondering how to help them access coverage through ODSP. The good news is that caregivers play a vital role in this process — and you absolutely can help, every step of the way.
This guide is for you.
What caregivers need to know first
The Ontario Disability Support Program (ODSP) includes a benefit called the Mandatory Special Necessities (MSN) benefit. This benefit may cover the cost of medically necessary incontinence products — such as adult briefs, pull-ups, pads, underpads, and skin-friendly wipes — for eligible recipients.
As a caregiver, you are not just allowed to be part of this process — your involvement can make a real difference. You can attend medical appointments, assist with paperwork, and communicate directly with ODSP caseworkers on behalf of the person you support.
Who may be eligible for ODSP incontinence coverage?
To qualify, the person you are caring for generally needs to:
- Be a resident of Ontario
- Be 18 years of age or older and already receiving ODSP income support
- Have moderate to severe incontinence that requires a medical-grade product regularly throughout the day
- Have a doctor or nurse practitioner confirm their medical need in writing
Every case is reviewed individually. Coverage depends on the person’s specific medical situation and their healthcare provider’s assessment.
How caregivers can help — step by step
Here is how you can support your loved one through the entire process:
- Start with the ODSP caseworker. Contact the caseworker assigned to your loved one and let them know you need help accessing incontinence supplies. Ask for the Mandatory Special Necessities (MSN) Benefit Request Form.
- Book a medical appointment. Arrange an appointment with their family doctor or nurse practitioner. Let the clinic know ahead of time what the appointment is for so the provider can prepare.
- Attend the appointment. Go with your loved one if possible. The healthcare provider will complete the MSN form, confirming the diagnosis and specifying the type and quantity of supplies needed each month.
- Return the completed form to the caseworker. Once the MSN form is filled out, submit it back to the ODSP caseworker. They will review it and may request a quote from an approved vendor.
- Connect with an approved vendor. Once the caseworker approves the request, an approved vendor will arrange monthly delivery of incontinence supplies — often shipped discreetly to the home.
- Stay in touch and keep records. Approvals can take up to 15 business days. Keep copies of all forms and correspondence. Follow up with the caseworker if you have not heard back.
Tips for caregivers navigating the process
- Write down questions before calling the caseworker so you do not forget anything
- Ask for explanations in plain language if anything is unclear
- Request written confirmation of approvals and next steps
- Do not hesitate to follow up if you have not received a response
You are your loved one’s advocate. Your persistence and care make a real difference in their daily comfort and dignity.
You do not have to do this alone
Caring for someone who manages incontinence can be emotionally and physically demanding. It is okay to ask for help — from caseworkers, healthcare providers, and community organizations. Support is available, and you deserve it too.
Incontinence is a medical condition. It is not something to feel ashamed of. And with the right support in place, it can be managed with comfort and dignity.
You are not alone. Support is available. The first step is reaching out to your loved one’s ODSP caseworker.
Disclaimer: ODSPSupport.info is an independent community education platform. We are not affiliated with the Government of Ontario or the Ontario Disability Support Program. This content is for informational purposes only and does not replace advice from your caseworker, doctor, or other qualified professional. Eligibility and coverage depend on individual circumstances and program approval.