Team Lead, Key Case Management

7 months ago

Calgary, Canada CUPS Calgary Full time

**Navigate Complexities. Create Change. Together. This is our purpose at CUPS**. Our unique integrated approach to care empowers people to work holistically to create and achieve goals that support their well-being and builds readiness to navigate and access support in the community. As a formative presence, we work together to build better systems and a stronger community.

Clients depend on us, supporters trust us, and partners count on our collaboration. We do not take this responsibility lightly - we are accountable for our words, our actions, our relationships, and most importantly, ourselves. Through a compassionate lens, we afford every person dignity in their interactions with us. We proactively seek opportunities for continuous learning with open minds and transformative spirits. Through our culture, rooted in our values, we will achieve our purpose and ambition.
- **Key Case Management **_is an intensive case management housing program that supports integrated care for individuals with a focus on maintaining long-term housing stability and improved well-being in physical and mental health.

**The Key Case Management (KCM) Team Lead** will provide daily mentorship and guidance to the KCM team under the leadership of the Housing Manager. This position will ensure that the daily operations of the programs are delivered to clients per CUPS service delivery models of integrated and trauma-informed care. This role will be a member of the Operations Leaders group and will work in collaboration with other leaders at the organization to support collaborative and integrated care, while championing the new CUPS Strategic Plan and Theory of Change.

**Leadership**:

- Create an approachable, caring and trauma-informed environment for workers, clients and guests
- Will provide daily leadership of the Key Case management team, supporting staff to meet with program participants in community, by providing mentorship and leading by example.
- Support the financial management of the program, with support from the Housing Manager and Director, Programming.
- Develop and maintain a compassionate, professional and effective team culture through effective recruitment, training, and staff engagement strategies
- Work collaboratively with leadership to ensure housing supports and worker goals developed are aligned with the organizational goals, strategic plan and Theory of Change
- Cultivate a culture of integrated care, collaboration and commitment to organizational values
- Maintain oversight of KCM project service delivery to ensure the provision of service as per CUPS policies, procedures, service model frameworks and program goals
- Contribute as an important member to Housing Leadership team meetings, processes, and responsibilities.

**Organizational Alignment and Performance**:

- Provide daily direction and coaching to the KCM team including regular check-ins, team meetings, workload planning, regular coaching and performance management
- Deliver integrated client service through cross-departmental communications, multi-disciplinary case planning and information sharing across departments. Supporting workers in identifying opportunities to engage additional CUPS services to provide integrated services to clients
- Provide leadership and coaching to assist staff with the achievement of an integrated and team-based model of care for CUPS’ clients, identifying process and skills gaps to develop improvement plans in conjunction with the Housing Manager
- Act as warden for client dignity by ensuring confidential client information is handled with the utmost care and respect in alignment with privacy protocols & CUPS values
- Ensure the data integrity of the programs support reporting needs of the programs and funders
- Champion CUPS continuous improvement concerning Health & Safety through execution of CUPS Health and Safety Program and regular assessment of Housing Supports health and safety needs
- Provide case management and client engagement coaching and direction to team members as needed for worker development and optimal client outcomes based on Brain Science, Trauma-Informed Care and Integrated Service delivery
- Understand program evaluation & reporting requirements, ensuring data integrity & availability for evaluation teams, producing program reports as needed and requested

**Stakeholder Relations**:

- Develop and maintain collaborative and accountable working relations with internal CUPS colleagues to strengthen communication flow and cross-program understanding
- Champion CUPS integrated care approach both internally and with agency partners, working closely with CUPS Team leaders and managers to support the success of integrated care delivery
- Create a caring, accountable and trauma-informed environment for all employees and clients
- Foster a learning culture that supports ongoing growth and capacity building
- Participate in CUPS committees, community forums, and internal and external collaborati

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