Title: Case Support Worker

Hours: 35 hours per week; primarily weekdays (May be required to work some evenings and weekends)

Location: 962 Bloor St West and in the community

Supervisor: Program Manager

Sistering is a multi-service agency which offers practical and emotional support to women and trans people facing a variety of challenging life circumstances, including poverty, homelessness, social isolation, mental health and trauma histories.

Our Vision

Sistering envisions a world where all women and trans people, in all our diversity, are valued; a world where we are safe and supported, treated with dignity, and given the respect we deserve. When opportunities are just and equitable, we can live life on our own terms.

Our Mission

Our goal is to create a safe, non-judgmental space for women and trans people who are socially isolated, poor, homeless or precariously housed. Guided by principles of Anti-Oppression and Anti-Racism, Sistering works to change the social conditions that endanger women and trans people’s welfare.

What We Do

Sistering’s programs include a low-barrier 24/7 Drop In, Housing and Case Support, Harm Reduction, Peer Outreach, On the Path to Employment and Spun Studio social enterprise, and individual and systemic advocacy.

How We Do It

Sistering operates on a trauma-informed and relationship-based model and our harm reduction philosophy is a core element of all the work we do: we are here to respond to participants’ needs, where they are at, in the moment, to support participants to learn how to reduce harm and/or increase safety. In addition, we recognize that their lives have meaning and value.

POSITION SUMMARY:

Case Support Workers provide direct support to Sistering participants by fostering strong relationships, offering informal counseling and emotional support, and assisting with information, referrals, community advocacy, and housing navigation. This role is rooted in a commitment to advocacy and social justice.

The Case Support Worker will also safely transition participants with housing, mental health, and/or addiction needs from hospital settings into the community. They will provide intensive case management for newly housed adults, focusing on housing stabilization and eviction prevention. The worker will support participants with complex needs in maintaining housing and accessing additional services based on their individual goals and circumstances.

RESPONSIBILITIES:

Participant Support & Case Management

• Collaborate with Health Service Providers (HSP) to deliver integrated community care services
• Support participants in identifying and achieving goals related to housing, income supports, substance use, physical and mental health, food security, and other needs as defined by each participant
• Provide housing stabilization, eviction prevention, and re-housing support services
• Assist participants in integrating into the community, empowering them to access resources and services that support long-term housing stability
• Offer harm reduction counseling to help participants develop strategies that minimize the negative impacts of substance use on tenancy
• Accompany participants to medical, legal, and other community appointments as needed
• Conduct community mapping to connect participants with relevant local services and supports
• Work with participants to develop crisis intervention and discharge plans
• Build and maintain responsive relationships with landlords to address tenancy issues and provide mediation when necessary

Program & Team Collaboration

• Provide programming and support within a low-barrier, harm reduction, and trauma-informed framework
• Deliver individual support to participants through case management, informal counseling, emotional support, information and referrals, advocacy, and crisis prevention
• Participate in harm reduction programming, including the distribution of safer drug-use kits and information
• Collaborate with program staff to maintain a safe and supportive environment for all participants
• Identify, intervene, and de-escalate crisis situations effectively
• Facilitate relevant group programming for participants
• Work collaboratively across teams and with partner agencies to ensure continuity of care
• Supervise students and volunteers as needed
• Attend staff meetings, training, and development opportunities, as well as agency committees and supervision sessions

Administration & Reporting

• Maintain accurate case management records and complete statistical and qualitative reporting using electronic databases (e.g., Pirouette, SMIS)
• Assist in the implementation of program evaluation tools and contribute to program improvement efforts
• Complete assessments and participate in coordinated care planning
• Prepare reports, maintain up-to-date participant files, and track program statistics
• Occasionally assist with the purchase and maintenance of program equipment and supplies
• Participate in regular supervision meetings with the department supervisor

Advocacy & Community Engagement

• Advocate on behalf of participants to ensure access to necessary services and supports
• Collaborate with service users to identify strategies for social change
• Develop and participate in advocacy efforts to address systemic issues related to homelessness, poverty, and housing insecurity

Other Duties as Assigned

QUALIFICATIONS:

Education & Experience

• Bachelor’s degree in Social Work, Community Services, Human Services, or a related field, or equivalent education and relevant lived experience
• Minimum 2 years of experience in housing support, homelessness services, case management, or related fields
• Experience working with marginalized populations, including individuals experiencing homelessness, mental health challenges, substance use, and trauma
• Knowledge of Toronto’s housing resources, rental market, and tenant rights
• Familiarity with community-based services, including housing, legal aid, income support, primary care, mental health, and settlement services
• Experience with the Residential Tenancies Act and Eviction Procedures
• Knowledge and experience with Ontario Housing Services Act

Skills & Competencies

• Strong advocacy, negotiation, and problem-solving skills
• Understanding and commitment to harm reduction, trauma-informed care, and anti-oppressive practices
• Ability to work in a fast-paced, crisis-driven environment while maintaining professionalism and compassion
• Highly developed interpersonal skills with the ability to build strong relationships with participants, team members, and community partners
• Skilled in crisis intervention, de-escalation, conflict resolution, and group facilitation.
• Excellent written and verbal communication skills
• Strong ability to prioritize tasks and manage complex workloads effectively
• Proficiency in Microsoft Office Suite and experience with case management systems (experience with Pirouette is an asset)

Additional Requirements

• Valid First Aid & CPR certification (or willingness to obtain)
• A second language is an asset

COMPENSATION:

• Competitive Hourly Wage
• Unionized Role
• Comprehensive Benefits Package including:
  • Group health and dental benefits
  • Defined benefit pension plan
  • Generous time-off policies (vacation days, sick time, and personal days)

WORKING CONDITIONS:

This position involves both office and community-based work. While most hours will align with regular business hours, flexibility is needed for occasional evening, early morning, and weekend meetings. Sistering operates 24/7 in a fast-paced and dynamic environment, which may include exposure to unpredictable behaviors and situations. Sistering is a pet friendly facility and as such, employees can expect to be in the proximity of animals.

Sistering is an Equal Opportunity Employer; we welcome and encourage applications from black, racialized persons/visible minorities, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities. Those who require special accommodation through the interview process will be provided with the appropriate support.

This role is an open vacancy, and we encourage all qualified candidates to apply. Applicants will be informed of the outcome following an interview as per Ontario employment regulations.