Direct Engagement Case Manager

Ottawa, ON
On-site
Posted Oct 10, 2026
1 position

$25 / hour

Opens an external site

Employment type: Full-time
Experience level: Mid-level · 2+ years
Minimum education: College diploma
Posting language: English
Working hours: 40 hours per week
Seniority: Mid-Senior level

Job summary

Provide structured, direct-engagement case management to high-acuity shelter clients, supporting their assessment, service planning, crisis response, and transition to appropriate housing and support services. Coordinate referrals and follow-up, advocate for clients, maintain accurate records, and submit required reports to the City and program management.

Job details

Who We Are For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here. Mission Statement The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world. Job Description Position Purpose summary: The purpose of the expectation task list is to identify and clarify what management expects from the incumbent. This task list indicates the general nature and level of work expected of the incumbent and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Other job related duties, within classification may be assigned by the employer. The funded program will fulfill the following functions at the emergency shelter: Provide direct-engagement services to high acuity shelter clients who persistently do not engage with shelter staff or provide the necessary consent to have their needs assessed. Using a structured case management approach, support individuals who have been identified as eligible for Housing First services, and who require significant engagement, motivation and support to move into Supportive Housing and/or Housing-based Case Management (HBCM) services, as appropriate. These supports will be geared and provided to an identified specific caseload, with a staff/client ratio of 1:30, recognizing that clients will be at various stages of engagement, this number may flex up or down. Accountabilities Data Collection/ Reporting Uses intake information and gathers other information needed to determine eligibility and presenting issues according to established format. This will be done through questionnaires, forms and interviews. This data will meet the provisions of the Ontario Works Act in ensuring confidentiality of residents. Agencies are required to report to the City monthly regarding clients’ engagement levels and outcomes. Reports will be forwarded to the City’s Housing First Data Coordinator. Between reporting periods, should a client be ready for a match to HCBM supports with the necessary consents in place, the HF Coordinator will be notified immediately for further action and follow up. Maintain records and submit accurate and complete financial and statistical reports to the City including SPDAT and case management information as scheduled in the Milestone Table below, including narrative information. Respond to periodic requests from the City for information on emerging trends, client issues, etc. Report barriers to client service to the City as soon as evident. Report to the City any staffing changes or disruptions in services funded by this Agreement as they occur. Assessment Assess presenting condition of client to determine need for Urgent Response from RMOC Social Services Department Using information gathered from the client and other appropriate sources, assess client needs in order to determine appropriate referrals for: Housing Employment Health care (physical, mental, emotional, addictions) Pastoral counselling Socialization. Service/Goal Plan With the client, involving other appropriate workers, develop preliminary service/goal plan, including outcomes, priorities and timelines Identify real or potential barriers to achieving desired outcomes Crisis Intervention Use intervention skills in emotional, mental, or social crises Referrals Make appropriate referrals to both Booth Centre and community resources Coordinate simultaneous referrals to ensure an integrated service response Coach/support clients as necessary for him to access appropriate services Follow Up Monitor client’s progress. Advocate on behalf of the client as required and appropriate Arrange for case conferences if appropriate or attend reviews called by community workers Administration Ensure accurate, up to date documentation according to requirements of Booth Centre management and funding mandates. This will include both computerized and paper records Prepare statistical and other reports as required Transmit electronically or on paper all information required by a funding mandate and/or service agreement Health and Safety Adheres to all health and safety policies and procedures in place; complies with all instructions from the employer concerning health and safety as per the Occupational Health and Safety Act and WSIB Ensures all procedures, rules and guidelines for the safety and security of clients and staff are enforced and respected CRITICAL RELATIONSHIP MANAGEMENT Governance Boards and Councils: None MANAGERIAL/Technical Leadership RESPONSIBILITY Director of Programs Working Conditions May deal with angry and abusive clients May encounter verbal abuse May be required to deal with client overdose and other medical situations The above responsibilities must be discharged in accordance with The Salvation Army’s Mission Statement, in a professional manner, exemplifying Christian standards of conduct. Education, Qualifications And Certifications Relevant post-secondary education, preferably a diploma or degree in social services work Experience And Skilled Knowledge Requirements At least two years successful experience in working on the front line with the homeless population Understanding of the issues of homelessness Skills And Capabilities (examples Provided Below) Clear Police Reference Check for Vulnerable Sector Screening is required Effective communication skills including interviewing, presenting cases and writing reports Demonstrable assessment skills Proven ability to work effectively with community resource agencies Valid “G” Driver’s License and clean drivers abstract Experience administering Narcan and/or Narcan training a strong asset Bilingualism preferred Compensation The target hiring range for this position is $25.10 to $25.10 with a maximum of $25.10. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role. The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you.

What you’ll do

Requirements

Relevant post-secondary education in social services is preferred, along with at least two years of frontline experience working with people experiencing homelessness and an understanding of homelessness-related issues. Applicants need a clear vulnerable-sector police check, effective communication and assessment skills, a valid G driver's license with a clean driving record, and the ability to work with community agencies; Narcan experience or training is an asset, and bilingualism is preferred.