Case Management Program Manager

3 weeks ago

Winnipeg, Canada Main Street Project Full time

The Case Management Program Manager provides overall management and supervision of Main Street Project’s (MSP) case managers and associated services including (but not limited to), the supervision of staff, students, volunteers, and the program budget. The manager also contributes to the development and implementation of program policies and procedures, and the coordination with other programs within the Agency to ensure seamless and comprehensive services.

The Case Management team consists of a variety of case managers roles including:

- Withdrawal Management Services - Focused on supporting people through WMS and transitions out of WMS services to treatment or housing Housing Programs (Mainstay and Bell)
- Supporting tenants with connecting to resources, other supports and planning transitions
- Van Outreach Services - Outreach to encampments and rapid rehousing
- Shelter Services - Housing (focused supporting folks getting housed from shelter) and Intensive (supporting individuals with more complex case management, often those who have fallen through other systems failures and need more intensive support)

**DUTIES & RESPONSIBILITIES
**Program Operations**
- Ensure the programs overall operations continuously runs efficiently, delivering program services in the most consistent manner possible
- Responsible for the development, implementation and maintenance of program policies, procedures and activities consistent with MSP’s mission and goals
- Provide periodic review, evaluation and modification of programs in accordance with MSP’s mission and contractual obligations
- Responsible for the supervision of program staff, students, volunteers and interns
- Ensure that programs and activities reflect the needs of clients
- Responsible for determining staffing needs, participate in the interviewing process, align staffing with budgets, manage resources, and manage staff performance
- Plan staffing levels in accordance with budgets; ensure appropriate numbers of staff are scheduled in each program and on each shift to meet / exceed program delivery
- Partners with the Human Resources Department to recruit, interview, select, hire, and employ an appropriate number of staff to meet program goals

**Cultural safety & security**
- Create a culturally safe and secure environment where people feel safe and draw strength in their identity, culture and community
- Provide direct service to clients through crisis intervention, counseling, case management, client grievance/dispute resolution, outreach, and other service activities as necessary in conjunction with other departments

**Participant Services**
- Models and nurtures a trauma-informed care approach in all interactions with staff and participants; mentors staff to develop and strengthen their knowledge and understanding of trauma-informed care Intervene in participant crises as requested or required
- Assist participants with following program area procedures

**Leadership, Team Supervision & Team Coordination**
- Manage, train, and coach staff, developing a strong and skilled team
- Schedule staff for shifts, resolve scheduling issues, and fill in scheduling gaps as needed
- Ensure staff receive timely and meaningful feedback about job performance, conduct, and attendance; ensure documentation is provided Help ensure effective communication across shifts
- Directly addresses and manages staff issues, including staff complaints, conflict resolution, and disciplinary issues; documents issues and ensures appropriate team members are notified on matters of concern
- Coach, mentor, and develop staff, including onboarding; empower employees to take responsibility for their jobs and goals.
- Provide support to all staff including responding to emergencies from staff on-site or from on-call providing site coverage Participate in program and organizational development, and attend staff and team meetings

**On-Call**
- Ensure you are available to your team in accordance to the on-call policy
- Participate in on-call rotational support

**QUALIFICATIONS**
- Post Secondary Education in Social Work, Psychology, or a related field
- Management experience in a non-profit setting preferably in the human services/ social services sector
- Applied Suicide Intervention Training, First Aid/CPR; NVCI and PHIA are considered assets
- Knowledge and training in working with a vulnerable population experiencing chemical dependency, mental illness and homelessness Extensive knowledge of addictions, mental health and co-occurring disorder best practices
- Knowledge of a wide range of therapeutic modalities and practices relevant to brief short-term evidence based counseling practices
- Demonstrated problem solving and crisis/risk assessment and intervention skills
- Harm Reduction and Housing First philosophies in their day-to-day work and interactions
- Excellent interpersonal, listening, oral and written communication and conflict de-escalation and resolution skills, combined

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