Title: Case Manager - (Full Time)

Number of Positions: 1

Competition Number: C75

Location: Surrey TBD

Position Status: Full Time

Shift Timings & Days : (Sunday - Thursday) 10:00 am - 06:00 pm

Reports to: Program Manager

Compensation: (Grid 34) $31.56 - $33.28

Job Summary:

The Case Manager at Phoenix Society facilitates the recovery and capacity-building of clients to maximize their social and economic potential and support their goals for successful independent living in the community.

The position is responsible for: case management, including Bentley resident orientation, assessment, supportive counselling, and group facilitation; client support; and community building. The Case Manager connects clients to needed services with addiction counsellors, employment counsellors and others at the Society, as well as with community organizations.

Responsibilities:

Case Management

• Provide case management services to assigned caseload of clients
• Observes clients, identifies and assesses potential emergency situations, and develops short-term strategies to deal with such situations. Reports medical, behavioural, and other problems as required. Provides feedback and input regarding clients’ needs, performance, and progress
• Maintain and update client case management files on the database system, ensuring that monthly reporting deadlines are met
• Provides supportive counselling, demonstrations, modeling, and behaviour management to clients, their families, and their personal networks, to assist with the development of physical, social, emotional, and life skills such as maintaining personal hygiene, housekeeping, meal planning and preparation, meeting financial obligations, making and keeping appointments, and interpersonal skills
• Completes and maintains related records and documentation such as care plans, progress reports, statistics, and daily logs
• Identify and prioritize clients’ needs in the following areas: employment; financial support; substance use; criminal justice involvement; family history; etc.
• Assist in coordinating routine medical care and collaborating with on-site medical team
• Assist in liaising with psychiatrists, mental health teams, etc. as part of case work support services
• Attend and participate in Interdisciplinary team meetings and collaborate with other on-site professionals
• Transition and Discharge planning

Client Services

• Act as a positive role model, coach, advisor, leader, and rational authority for clients
• Teach clients effective social and interpersonal skills through daily groups and through the tasks of appropriate daily living and social activities
• Contribute to maintaining a therapeutic environment following therapeutic community principles which encourage awareness of interdependence of community members and the value of responsible concern for oneself and others
• Prepare intake and admission documentation for review with new clients in the Housing Program prior to the client’s move-in date
• Welcome and orient incoming clients to Transitional and Supportive Housing Programs. Review the Resident Handbook with clients and assist them with move-in needs such as bedbug protocols, unpacking, getting familiar with the building, health and safety protocols, community resources and staff locations
• Form and maintain positive and effective collaborative relationships of accountability with clients in the areas of education, employment, recovery, volunteer participation and independent living
• Actively involve the client in action planning and encourage them to take responsibility for the outcomes they are striving to achieve
• Provide crisis intervention when necessary
• Assist in monitoring client’s activities within residential buildings to ensure that areas are appropriately used for their purpose by visiting floors and common areas and viewing video camera feeds as required
• Connect clients to relevant community resources, services, and opportunities
• Assist in bridging clients to long-term un-serviced housing
• Act as an advocate for the client during their stay and maintain contact after discharge to provide follow-up support if possible
• Conducting monthly suite inspections, move in and move out Inspection as required
• Act as representative of the program in the OHS committee

Group facilitation

• Facilitate support groups and workshops focusing on life skills, health and wellness, recovery planning, harm reduction, communication, personal financial management, stress management, etc.
• Determine the needs and composition of counselling groups and design or adapt a process tailored to clients’ needs
• Work to improve groups and client meetings by adjusting interventions, strategies, and approaches to meet group members’ needs
• Help group members establish how they will treat each other. Facilitate communication among group members
• Encourage the engagement and participation of all group members
• Evaluate group outcomes and incorporate feedback into future learning situations

Community Relations

• Assist in liaising with treatment centres, support recovery programs, addictions and mental health workers, shelters, primary care clinics, correctional institutions, police, hospitals, and outpatient clinics to reach prospective clients to improve continuity of care
• Maintain current knowledge of social, economic, recreational, and educational resources in the community

Qualifications:

• Post-secondary diploma (e.g., 2 to 3 years) in case managment, social work, psychology, etc.
• 1 to 3 years of experience providing case managment support in the community social services sector and working with marginalized populations, substance use services, mental health, corrections, etc., or equivalent
• Satisfactory completion of a criminal records check with vulnerable sector screening is required
• Satisfactory completion of Tuberculosis Screening form is required
• Satisfactory completion of Employee Immunization Record form is require

Skills & Knowledge:

• Excellent knowledge of the issues pertaining to recovery, substance use, concurrent disorders, homelessness, and addictions counselling
• Good knowledge of facilitation, mediation, and conflict resolution techniques
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Strong case management, teaching/training, clinical support, and consultation skills
• Strong skills in Windows, Microsoft Word, Excel, and database management systems
• Strong problem solving, analytical, and creative skills with the ability to exercise sound judgement and make decisions based on accurate and timely analyses.
• Strong interpersonal skills and ability to communicate effectively in writing and verbally in English
• Ability to perceive situational and other stressors that elevate risk and act proactively in response
• Ability to make effective referrals, reflecting in-depth knowledge of community resources and strong relationships with community partners
• Ability to lead and work in a trauma-informed practice
• Demonstrated commitment to the social sector with a passion for the organization’s mission is essential.

Competencies:

Approach to Work

• Demonstrates initiative, flexibility, adaptability, and resourcefulness
• Actively seeks and incorporates feedback to inform continuous self-improvement
• Sets goals, creates, and implements action plans, monitors progress, and evaluates results
• Adeptly manages competing tasks and uses time efficiently and effectively

Job Knowledge & Quality of Work

• High degree of relevant and current job knowledge and skill
• Consistently produces accurate, thorough, high-quality work in a timely manner
• Builds and promotes a culture of health and safety in the workplace
• Implements and enforces best practices in health and safety within the workplace

Judgement & Decision-Making

• Models independent thinking and creativity
• Demonstrates effective problem-solving skills
• Makes clear, consistent, transparent, and timely decisions after contemplating various available courses of action
• Exercises sound judgment in the best interests of the organization

Communication & Interpersonal Skills

• Expresses themselves clearly and professionally both verbally and in writing
• Displays high emotional intelligence; uses tact and diplomacy in dealing with sensitive, complex, and confidential situations
• Has a manner, style and presence that makes a positive impression
• Listens to and considers others’ views

Personal Leadership

• Models the organization’s core values of social justice, teamwork, social innovation, and strength-based practices
• Fosters enthusiasm, energy, and commitment
• Takes responsibility for personal actions, performance, and health
• Is reliable and accountable; shows up on time ready to work

Teamwork & Collaboration

• Effectively works with their colleagues to ensure organizational success
• Champions positive working relationships with staff and external stakeholders
• Supports an environment of openness, and champions teamwork and communication across programs
• Leverages the expertise and experience of others for organizational success

Closing Details:

Closing Date

Internal applications will be accepted until November 04th, 2025, 04:00 pm

“All employees, including laid off and displaced employees, are entitled to apply on the vacancy and be considered pursuant to the provisions of Article 12.9.” Internal applicants must notify the manager of intent to apply.

External applicants will be reviewed after internal applicants have been reviewed and interviewed.

All qualified applicants are welcome to apply.

Phoenix is committed to employment equity and encourages applications from people of all gender identities and expressions, persons with disabilities, Indigenous peoples and visible minorities. Persons with disabilities who anticipate needing accommodations for any part of the application and hiring process may contact our HR department. Any personal information provided will be maintained in confidence.

While we thank all applicants for their interest in this opportunity, only those selected for an interview will be contacted.