Case Manager

Wardlaw Residence – Supportive Housing Program

Position Title: Case Manager

Location: Wardlaw Residence (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 residents in developing life skills, independence, self-advocacy, educational engagement, employment readiness, overcoming barriers and community integration.
• Support senior residents in maintaining independence, health, mobility, and community connections.

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.
• 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 accurate and timely case notes

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.
• Document incidents accurately and promptly.
• Respond appropriately to situations involving cognitive decline, dementia-related concerns, elder abuse, youth vulnerability, and settlement-related stressors.

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

• Diploma or degree in Social Work, Child and Youth Care, Human Services, Community Support, Psychology, or a related field.
• Minimum 2 years experience working with individuals experiencing homelessness, housing instability, mental health challenges, substance use, trauma, or complex social needs.