Relief Intensive Case Manager

_Looking for flexibility? Step in when needed and support our Housing-Focused Shelter team._

**ABOUT US**

Since 1974, The Hope Centre has helped to build and strengthen Welland by supporting the most vulnerable in our community with food security, housing stability and wellness programs. We offer a wide range of services that help individuals and families in Welland that are facing challenges related to poverty including mental health, addictions, food insecurity and housing instability.

Our mission is to assist, support, empower and advocate for the most vulnerable members of our community. We do this by providing essential services including homelessness prevention, housing-focused shelter, emergency food bank, daily lunches, counselling and more. Our vision is a community where every person has their basic needs met through support and compassion.

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Reporting to the Shelter Manager, the Relief Intensive Case Manager provides essential support to the Housing-Focused Shelter by filling in shifts as needed to ensure consistent service delivery. This role is responsible for offering comprehensive support to clients experiencing homelessness, mental health challenges, addictions, and other health-related issues. Key responsibilities include assessing client needs, assisting with basic necessities, and connecting clients with appropriate community services. Guided by The Hope Centre’s values, vision, and goals, the Relief Intensive Case Manager uses a trauma-informed approach to ensure dignity, respect, and hospitality while helping clients work toward progressive housing goals.

**KEY RESPONSIBILITIES**
- Serve individuals experiencing homelessness with high acuity needs.
- Complete client intakes and discharges.
- Enter new client information into HIFIS.
- Work with clients to secure a source of income when necessary.
- Support individuals to ensure basic needs are met such as food, medications, hygiene etc.
- Ensure client is on Niagara Regional Housing waitlist.
- Assist clients with housing search by coaching clients on how to search for, contact and interact with landlords; assist with acquiring relevant documentation and arrange transportation to housing appointments.
- Conduct ongoing assessments of client needs.
- Provide harm reduction service delivery and supports as needed.
- Provide crisis intervention when needed.
- Provide supportive counselling and active listening when needed.
- Assist in helping clients to develop and maintain necessary life skills.
- Assess client’s needs for services to support their transition to housing.
- Connect clients with community support services.
- Document and input information into HIFIS to ensure accurate service statistics and client records.
- Discuss situations with clients that arise that could result in their exit from program or future housing.
- Ensure the proper exchange of information.
- Deliver service with safety, respect and effectiveness.
- Some light cleaning when needed.
- Light meal service when needed.
- Participate in ongoing training when necessary.
- Ensure that all policies and procedures of The Hope Centre are followed.
- Ensure that you are maintaining records and following appropriate record keeping practices.
- Perform other duties as assigned.

**QUALIFICATIONS**
- Completion of post-secondary education in related field of study, or equivalent experience, required.
- Experience working in a shelter or with unhoused populations, preferred.
- Experience providing support and action planning to men, women, and families who are homeless and living in poverty.

**KEY CANDIDATE COMPETENCIES**
- Ability to work in a fast-paced environment.
- Ability to work well under pressure.
- Possesses strong skills in crisis intervention, dispute resolution, negotiation.
- Ability to analyze issues, identify opportunities, and anticipate potential problems.
- Ability to maintain confidentiality in all aspects of the work environment.
- Ability to function and thrive in a team setting.
- Excellent written and oral communication skills.
- Excellent active listening skills.
- Strong computer knowledge with proven ability to learn new systems.
- Must be bondable.

**Note**: This is a casual/relief position. The Hope Centre cannot guarantee a set number of weekly hours. Relief staff are called upon to cover shifts such as sick days, vacations, and other absences. Generally, each Relief Intensive Case Manager is expected to pick up at least one shift per month, based on their availability and the shifts that become available across all three shelter locations - 29 Riordon St, St. Catharines, ON L2R 4K2; 5925 Summer St, Niagara Falls, ON L2G 1M7; 851 Ontario Rd, Welland, ON L3B 5V6

**Job Types**: Part-time, Casual

Pay: $29.73 per hour

Work Location: In person

Application deadline: 2025-10-20