Position Title: Case Manager
Location: Wardlaw Residences (51-Unit Supportive Housing Program)
Employment Type: Full-Time
Reports To: Program Director
Position Summary
The Case Manager plays a key role in supporting residents at Wardlaw Residence, a 51-unit supportive housing program serving youth, newcomers and seniors who have experienced or are at risk of homelessness. Working within a person-centered, trauma-informed, and harm reduction framework, the Case Manager fosters a safe, respectful, and inclusive living environment while supporting residents to maintain housing stability, improve well-being, and achieve their personal goals.
The Case Manager provides day-to-day support, crisis intervention, community referrals, life skills coaching, and tenant engagement while promoting independence, dignity, and community inclusion.
Key Responsibilities
Resident Support
- Build positive, professional relationships with residents based on respect, trust, and collaboration.
- Conduct intake, assessment and orientation for new residents.
- Assist residents in identifying strengths, goals, and developing individualized support plans.
- Provide ongoing emotional support, encouragement, and practical assistance.
- Support residents in maintaining successful tenancies and understanding their rights and responsibilities.
- Assist youth residents in developing life skills, independence, self-advocacy, educational engagement, and employment readiness.
- Assist residents with developing daily living skills including budgeting, meal planning, housekeeping, personal organization, and accessing transportation.
- Provide age-appropriate and culturally responsive support tailored to the unique needs of youth, newcomers, and seniors.
- Support newcomer residents in understanding and navigating Canadian systems, including housing, healthcare, education, income supports, transportation, and community services.
- Assist residents in overcoming barriers related to language, cultural adjustment, social isolation, and community integration.
- Support senior residents in maintaining independence, health, mobility, and community connections.
- Encourage resident participation in programming, community activities, and social connections.
- Promote opportunities for intergenerational engagement and positive relationships among residents while respecting individual boundaries, cultures, and lived experiences.
Housing Stability
- Monitor resident well-being and identify early signs of housing instability.
- Support conflict resolution between residents using restorative and trauma-informed approaches.
- Assist residents in maintaining safe and clean-living spaces.
- Collaborate with management & property services regarding maintenance concerns while maintaining resident confidentiality.
- Promote a healthy, respectful, and welcoming living environment.
- Work collaboratively with residents to develop individualized housing plans that support long-term housing stability and future housing goals.
- Assist residents in preparing for successful transitions to permanent or more independent housing when appropriate.
- Support residents in identifying suitable housing opportunities within the community based on their needs, preferences, and eligibility.
Case Management and Community Connections
- Provide information and referrals to community resources including:
- Healthcare providers
- Mental health and addiction services
- Employment and education supports
- Income assistance programs
- Legal services
- Cultural and recreational resources
- Provide education to residents regarding tenancy rights and responsibilities.
- Advocate alongside residents to access services and remove barriers.
- Participate in case conferences and interdisciplinary team meetings.
- Maintain collaborative relationships with housing providers, community agencies, and other service partners to facilitate successful housing outcomes.
Newcomer Supports
- Connect newcomer residents to settlement, immigration, language assessment, interpretation, credential recognition, and employment services.
- Assist residents in accessing English language classes, citizenship resources, and cultural community supports.
Youth Supports
- Support youth in accessing education, training, employment, financial literacy, and mentorship opportunities.
- Assist youth in building independent living skills, healthy relationships, and long-term housing plans.
Senior Supports
- Connect seniors to healthcare services, senior wellness programs, home care supports, benefits programs, recreational opportunities, and aging-related resources.
- Assist seniors in accessing mobility supports, accessibility resources, and community programs that reduce social isolation.
Crisis Intervention
- Support resident to develop safety plans and ensure period review and update
- Respond effectively to crises using de-escalation techniques and sound judgment.
- Conduct wellness checks as required.
- Assess situations involving mental health, substance use, or behavioural concerns and connect residents to appropriate supports.
- Follow emergency procedures and organizational policies.
- Document incidents accurately and promptly.
- Respond appropriately to situations involving cognitive decline, dementia-related concerns, elder abuse, youth vulnerability, and settlement-related stressors.
Program Delivery
- Facilitate, support and assist with recreational, educational, cultural, and wellness programming.
- Encourage resident leadership and participation in community-building activities.
- Support initiatives that foster inclusion between youth and senior residents while respecting their diverse needs and experiences.
- Develop programming that reflects the interests and needs of youth, newcomers, and seniors.
- Coordinate workshops related to housing, tenancy rights, financial literacy, health and wellness, employment readiness, cultural integration, and independent living skills.
- Encourage resident leadership, peer support, volunteerism, and community participation.
- Foster meaningful intergenerational opportunities that build community cohesion and mutual respect among residents.
Documentation and Administration
- Maintain accurate, timely, and confidential case notes and documentation.
- Complete incident reports, shift reports, and required administrative records.
- Participate in team meetings, supervision, and ongoing training.
- Maintain professional boundaries and confidentiality in accordance with organizational policies and legislation.
Qualifications
Education
- Diploma or degree in Social Work, Child and Youth Care, Human Services, Community Support, Psychology, or a related field.
- Equivalent education and relevant experience may be considered.
Experience
- Minimum 2 years experience working with individuals experiencing homelessness, housing instability, mental health challenges, substance use, trauma, or complex social needs.
- Experience working in supportive housing, shelters, community services, or residential settings is preferred.
- Experience supporting youth, seniors, or diverse populations is considered an asset.
Knowledge and Skills
- Demonstrate an understanding of how trauma, migration experiences, age-related concerns, social isolation, discrimination, and systemic barriers may contribute to crisis situations.
- Strong understanding of Housing First principles.
- Knowledge of trauma-informed, person-centered, harm reduction, and culturally responsive practices.
- Understanding of mental health, addictions, aging, youth development, and community resources.
- Excellent interpersonal, communication, conflict resolution, and problem-solving skills.
- Ability to work independently while contributing effectively to a multidisciplinary team.
- Strong organizational and documentation skills.
- Ability to maintain professional boundaries while building meaningful therapeutic relationships.
- Knowledge of settlement services, immigration-related support systems, and barriers commonly experienced by newcomers.
- Understanding of youth homelessness, youth development, and transitional-age youth supports.
- Understanding of aging-related challenges, seniors' services, social isolation, cognitive health, and aging-in-place approaches.
- Knowledge of anti-oppressive, anti-racist, equity-informed, and culturally responsive practices.
- Ability to work effectively with interpreters, cultural service providers, and diverse communities.
Requirements
- Current First Aid and CPR certification (or willingness to obtain).
- Non-Violent Crisis Intervention (NVCI) or equivalent training is an asset.
- Valid Criminal Record Check with Vulnerable Sector Screening.
- Occasional evening and weekend hours may be required.
Working Conditions
- Work is performed within a supportive housing environment serving residents with diverse and complex needs.
- Regular interaction with individuals experiencing mental health concerns, substance use, trauma, and crisis situations.
- Frequent walking throughout the building, responding to resident needs, and participating in community activities.
- 3-flights of stairs and one elevator
- May require lifting light supplies and setting up program spaces.
Core Competencies
- Compassion and empathy
- Cultural humility and inclusion
- Professionalism and integrity
- Teamwork and collaboration
- Adaptability and resilience
- Critical thinking and sound judgment
- Effective communication
- Conflict resolution
- Resident-focused service
- Accountability
- Cultural responsiveness and cross-cultural communication
- Housing navigation and advocacy
- Youth engagement and mentorship
- Senior-centred support
- Community partnership development
- Resident empowerment and capacity building
- Trauma-informed crisis response
