Wardlaw Case Manager

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