INTERNAL ONLY - Case Manager II - Main, Permanent Full-Time

Job Title: Case Manager II

Reports to: Manager of Guest Services (Main)

Location: St. John's, NL

Employment Type: Permanent Full-Time

Hours: Flexible schedule including days, evenings and weekends

PCN: 01-300-006

Position Summary

The Case Manager II provides intensive, client-centered case management to Guests experiencing complex and high-acuity needs. Services are provided on a drop in or assigned basis with a focus on Guests requiring elevated support, coordination of care, and system navigation. Through strong collaboration with internal teams and external providers, the Case Manager II works to reduce service barriers and promote housing stability, health, and overall well-being using a harm reduction and trauma-informed approach.

Key Responsibilities

• Engage Guests with complex vulnerabilities, including those navigating homelessness, substance use, and mental health challenges, using a respectful, trauma-informed approach. 

• Provide intensive, housing-focused case management tailored to each Guest’s goals and capacity, emphasizing autonomy, empowerment, and social determinants of health. 

• Coordinate services and supports across internal teams and external systems to ensure continuity of care and wraparound supports. 

• Build meaningful, trust-based relationships with Guests while maintaining professional boundaries and ethical standards. 

• Support Guests in setting and working toward personal goals, including housing stabilization, health access, and life skills development. 

• Complete and maintain accurate, timely documentation using a shared electronic case management system to support team coordination and organizational learning. 

• Participate in interdisciplinary team meetings and contribute to care planning with co-located service providers. 

• Coordinate services by organizing case consultations and care planning with external partners as necessary 

• Support crisis management through de-escalation, safety planning, and direct interventions where needed. 

• Supervise BSW student placements as required 

• Apply organizational policies related to Guest and workplace safety; contribute to continuous quality improvement in service delivery. 

• Perform other duties as assigned to support the Guest Services and teams. 

Qualifications & Skills

• Degree in Social Work required; registration with the Newfoundland and Labrador Association of Social Workers (NLASW) 

• Minimum 2 years' experience in case management or a related support role, preferably with marginalized or high-acuity populations 

• Demonstrated knowledge of local and provincial community services and housing resources 

• Excellent interpersonal and relationship-building skills, with a strong understanding of diversity, inclusion, and systemic barriers 

• Skilled in system navigation, collaborative service planning, and conflict resolution 

• Strong written and verbal communication skills, including proficiency in professional documentation 

• Creative, adaptable problem solver with the ability to respond effectively in dynamic or unpredictable situations 

• Clear Record of Conduct and Vulnerable Sector Check required 

Equivalencies in education and experience may be considered.

Closing Date: November 17, 2026