Wardlaw Case Manager

Job summary

The Case Manager provides direct support to residents in a supportive housing program, including intake, individualized support planning, and crisis intervention. They also facilitate community connections, life skills coaching, and promote housing stability through trauma-informed and person-centered practices.

Job details

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. * On-call Duties. 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. * Evening and weekend on-call duties apply - 1 week per month 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

What you’ll do

The Case Manager provides direct support to residents in a supportive housing program, including intake, individualized support planning, and crisis intervention. They also facilitate community connections, life skills coaching, and promote housing stability through trauma-informed and person-centered practices.

Requirements

Candidates must have a diploma or degree in Social Work, Child and Youth Care, or a related field, along with at least two years of experience working with vulnerable populations. A valid Criminal Record Check with Vulnerable Sector Screening and First Aid/CPR certification are required.

Listed skills

• crisis intervention · Preferred
• assessment · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• case management · Preferred
• Documentation · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Case management
• Crisis intervention
• Trauma-informed care
• Harm reduction
• Housing stability
• Conflict resolution
• Life skills coaching
• Community referrals
• Resident support
• Documentation
• Advocacy
• Interpersonal skills
• Communication
• Problem-solving
• Cultural responsiveness
• Assessment
• Empathy
• Meal Planning And Preparation
• Trauma Informed Approaches
• De-escalation Techniques
• Self-Advocacy
• Professionalism
• Accountability
• Cultural Humility
• Cardiopulmonary Resuscitation (CPR) Certification
• Effective Communication
• First Aid Certification
• Resilience
• Cultural Responsiveness
• Compassion
• Adaptability
• Elderly Care
• Budgeting
• Mental Health
• Management
• Case Management
• Medical Records
• Social Work
• Housekeeping
• Confidentiality
• Conflict Resolution
• Crisis Intervention
• Crisis Management
• Critical Thinking
• Social Integration
• Dementia Care
• Empowerment
• Emergency Procedures
• English Language
• Financial Literacy

Job areas

• Social Services
• Healthcare
• Administrative
• Case Manager
• Social Work and Counselling Professionals
• Child, Family, and School Social Workers

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